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Product Installation Issues

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Dear Community,

Usage of the Acronis True Image Software start from the installation process. Sometimes it doesn't run smoothly, and we would like to help you to sort such situations out. 

In case your installation process rolls back or gets canceled, first of all, please check the following 

  1. The temp folder.
    Start -> Run -> %Temp% -> Enter
    This will get you to the Temp folder. Please delete any files you can find there. It won't affect Windows or any software functionality, as these files are temporary ones
  2. Services
    Please make sure that the following services are started: COM + Application, Volume Shadow Copy, Distribution Transaction Coordinator

Should everything be fine, but the issue remain, please gather MSI log + Windows System Information and attach it as a comment to this thread. We will review the information and provide you with an appropriate suggestion.

Please note that this thread is related to the installation problems only. Please do not post any messages that are not related to the installation issues. All off topic posts will be deleted in order to avoid unnecessary flooding, and to speed up the process of providing Customers with assistance.

Should you have any questions or concerns, let us know, we will be glad to help.

Thank you!

0 Users found this helpful
Beginner
Posts: 5
Comments: 7

#1

I'm trying to install BackupRecoveryAdvanced.11639_s_en.exe. Everything seems to install except the management console.

Logs attached (installation log zipped because of size limitation). Thanks for your help.

Regards,
Dean

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#2

There are no logs in your post.

Beginner
Posts: 2
Comments: 8

#3

Updating ATI Home 2011 from 6597 to 6696 fails with error 1603.

I am running Win 7 64bit.
I run using the "run as administrator" attribute.
I have stopped every other application before running the update.
This is a fully licensed version.

The error relates to the following message in the log file at line 10221:
MSIGEN:TimounterInstallOperation (Proceed): Cannot get property 'BEING_INSTALLED'.

This is very frustrating - will you please help me get this update installed.

install_log.zip is attached.

Thank you
Lloyd

Attachment Size
60774-94651.zip 258.4 KB
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#4

Hello LLoyd,

Thank you for your post. I will certainly help you with this problem.

According to the log, an Acronis program component called Timounter fails to install. It is possible there are some traces of it on your system that prevent the new version from installing. Please try this solution and if it does not help, I would appreciate if you could get back to me with:

1. AcronisInfo report.

2. A new .msi log.

Just in case, this is the Acronis corporate products section, for Acronis True Image 2011 Home you can post here. We also have installation issues sticky thread in the Home section.

Please let me know if you have additional questions.

Thank you.

Beginner
Posts: 2
Comments: 8

#5

Hi Anton

I did as you indicated above - unfortunately the problem (error 1603) still exists but it is slightly different than the first time. Please refer to the attached reports.

other attached files:
- *.JPEG shows the error report from the installer
- registry entries.txt shows all the registry entries after the installer failed that contain the string "timounter"

My apologies for posting here, I did not realize this was for corporate support only. If you want to create a forum entry in the proper location and add these posts, please do and let me know.

Thanks for your help with this
Lloyd

Attachment Size
60851-94660.txt 1.99 KB
60851-94663.jpg 34.06 KB
60851-94666.zip 255.26 KB
60851-94669.zip 5.4 MB
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Comments: 4769

#6

Hi Lloyd,

Thank you for replying. Please do not worry about the thread location for now.

After trying the suggestion from my last post, did you reboot your computer? If not, please perform the steps from that article one more time and reboot your PC. Then, if you are still having issues, please contact our Support team directly with the same logs. This issue may require a remote session, our chat support is the quickest way to do so.

Please let me know if you have additional questions.

Thank you.

Beginner
Posts: 0
Comments: 3

#7

First of all I am by no means a computer expert so I may not understand your jargon. My problem is that I have dowloaded the latest backup system to my laptop. I use Windows XP Home Edition. I was given a code to activate it but I can't see where to paste it. When I double click its icon on my desktop, all that comes up is the original advert from Acronis asking me to download the software. I have already done that but I don't see a way to activate it. I have already paid over£70 for the download. Please help. Myra.

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#8

No answer yet. My download in only valid for a cretain time. As of now, I have spent over £70 for a product I cannot activate. HELP!

Beginner
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#9

What do you have to do to get an answer here? Come on, you guys.

Beginner
Posts: 2
Comments: 8

#10
Myra Shearer wrote:

First of all I am by no means a computer expert so I may not understand your jargon. My problem is that I have dowloaded the latest backup system to my laptop. I use Windows XP Home Edition. I was given a code to activate it but I can't see where to paste it. When I double click its icon on my desktop, all that comes up is the original advert from Acronis asking me to download the software. I have already done that but I don't see a way to activate it. I have already paid over£70 for the download. Please help. Myra.

Hi Myra
If you downloaded it and saved it somewhere, then did you install it by double clicking on the file you downloaded? If not, you need to do that and you will find a window to enter the serial number during the install process.

If you did install it then start the program up by double clicking on the entry in the start menu panel for Acronis True Image. Then...
I don't know if this will work but suggest you click on the help icon (top right of the True Image Home window) and see if there is any way to enter the serial number there.

If that doesn't offer a solution then...
I think the easiest approach would be to uninstall the trial version. Then immediately install it again - after you accept the License Agreement and decide whether to participate in the Customer Experience Program you should get a window that lets you pick either "install the trial version" OR "enter the serial number".

Obviously you will enter the serial number.

That should do it for you.

Good luck
Lloyd

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#11

Hello Myra and Lloyd,

Thank you very much for your posts and I appreciate your help Lloyd.

Myra, let me provide you with additional help please.

I apologize for all the trouble, our forum is not an official support channel that is why there may be some delays with responding.

However, our Support team is always ready to assist you and you can always get in touch with them.

For this specific issue I would recommend to contact our Support team via chat and do a remote desktop session. I am confident that any installation issue will be resolved.

Please take a look at this short video-tutorial that explains how to contact our Support team.

Let me know if you need additional assistance.

Thank you.

Beginner
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#12

Acronis Advanced Server Small Business Edition will not install at all

The License Key Installer bombs with the following message:

Code: 06442528
Line tag: 0x2289665869721ea1
Message: Internal error

Suberror
Code: 01008
Line tag: 0xbd28fdbd64edb8bc
Message: An attempt was made to reference a token that does not exist

This is in Windows 2008 Server SBS.

Please advise.

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Comments: 3268

#13

Hello Alfred,

Thank you for finding time to report about the issue, we appreciate it.

Unfortunately due to the lack of sufficient diagnostic information we cannot identify the cause of the issue. Please provide us with: 

  1. MSI log
  2. Windows System Information

Should you need anything else or have any further questions - feel free to contact us at your earliest convenience, we will be happy to help you!

Thank you in advance.

Beginner
Posts: 0
Comments: 1

#14

Hello,

First, sorry for my poor english...

After having a lot of problem when upgrading from ABR10 to ABR11, we decide to uninstall ABR11 and make a full ABR11 install.

But when trying to install I have this error message :

Code : 013
Balise de la ligne : 0x6e1fbba0feb10f42
Message :

Sous-erreur
Code : 01111
Balise de la ligne : 0x82848b4a152cc83e
Message :

And a french message tell me to try reinstall.

How can I solve this issue ?

Kind Regards,

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Posts: 88
Comments: 4769

#15

Hello Yann,

Thank you for your post. I will definitely help you with this issue.

Could you please get back to us with these two logs so that we can resolve this installation problem:

1. Windows System Information file.

2. .msi log.

Please let me know if you need additional help.

Thank you.

Beginner
Posts: 2
Comments: 2

#16

Hello

When i try to install the trial version of Acronis Backup And Recovery 11 under Linux i have the following error message :

Package BackupAndRecoveryAgent introuvable.

I run the file named ABR11SL64_trial_fr-FR.x86_64

Thank you for your help.

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Comments: 4769

#17

Hello Souchal Martin,

Thank you for your post. I will definitely help you with this issue.

It is not clear from this error message why it occurs but I would recommend the following:

1. Please check the following Linux installation guide just in case.

2. If it does not help please collect the following report and contact our Support team directly.

Please let me know if you have additional questions.

Thank you.

Beginner
Posts: 1
Comments: 1

#18

Posted initialy as new issue:
http://forum.acronis.com/node/24416
got an error after selecting any choice from initial screen

Beginner
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Comments: 3

#19

Hi

Got problem install Backup & Recovery 11 on Server 2003 SP2.

After the installation, the server hangs and i had to force restart the machine. Tried to uninstall using Acronis utility and safe mode but both also resulted the server freeze. Everytime it will freeze on uninstalling the Acronis agent.

I tried to reinstall the software and the system freeze and i unable to boot the system BACK. Luckily i did an offline backup with Norton.

Any solution for above problem? Am starting to get frustrated...

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Posts: 88
Comments: 4769

#20

Hello all,

Thank you for your comments. I will definitely help you.

vaa33rus, we will need to look at the installation logs and Windows system information file in order to resolve this issue.

Weng Onn Chan, does the server freeze when you perform a backup? Is it possible to disable VSS and run the backup? This will help us understand what causes this problem.

If you need immediate help you can always contact our Support team with this report so that we can help you with resolving these issues.

Please let me know if you have additional questions.

Thank you.

Beginner
Posts: 0
Comments: 3

#21

Hi Anton,

I cant even perform the backup. After the installation the server keep hang when boot to desktop. The only option for now is to disable all the Acronis services.

As i mentioned earlier, i tried to uninstall using Acronis utility and in safe mode but both also resulted the server hang.

My last attempt was to try reinstall the software but the system freeze and i unable to boot the system BACK. Luckily i did an offline backup recovery with norton.

Beginner
Posts: 0
Comments: 3

#22

Hi Anton

Any solution for my problem?

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Comments: 4769

#23

Hi Weng,

Thank you very much for the follow-up.

It is possible this issue could be caused by a specific RAID controller.

Could you collect either AcronisInfo report or a Windows system information file and send it to me so that we can see what hardware you have on your system? You can send it to me via a private message if you want.

Thank you.

Beginner
Posts: 0
Comments: 2

#24

I am trying to install the latest version of Acronis Backup and Recovery 11 on a Windows Server 2008 R2 Domain Controller. I'm getting the following error just after the install starts:

Acronis Backup & Recovery 11 Agent Core
Code: 013795831
Line tag: 0x851efe822fcbb6a7
Message:

I then close that dialog and then see these errors:

Code: 06442537
Line tag: 0x394351065f8e4bb1
Message: Installation error.

Suberror
Code: 013795831
Line tag: 0x851efe822fcbb6a7
Message:

I've tried disabling UAC, and I've also ensured that the services mentioned in the first post of this thread are running as well.

I've attached my NFO file as well as my MSI install log...

Really frustrated... this is a brand new virtually clean install of 2008 R2....

Attachment Size
78873-97576.zip 589.42 KB
78873-97579.nfo 1.12 MB
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Comments: 4769

#25

Hello Jarrod,

Thank you for your post and welcome to the forum. I will certainly help you with resolving this issue.

According to the .msi log the account under which you are installing the software does not have enough privileges. I would recommend to create an Acronis user for Acronis services during the installation. Please check this KB article for additional information.

If you are unsuccessful please contact our Support team directly with the two logs so that we can troubleshoot and fix this problem.

Please let me know if you have additional questions.

Thank you.

Beginner
Posts: 1
Comments: 5

#26

Hi,
i'm trying to install latest (v.11.0.17318) Acronis Backup & Recovery components, Agent Core, Agent, Tray Monitor.
There is an error when installtion the agent itself (after the installation of agent core seems to succeed).

Code: 06442537
Zeilenkennung: 0x394351065f8e4bb1
Nachricht: Installationsfehler.

Suberror
Code: 01603
Zeilenkennung: 0xbd28fdbd64edb8bc
Nachricht: Schwerwiegender Fehler bei der Installation

MSI.log ist attached.
I tried this installation without registration of the components on the management server, because that failed, too.
TCP-Ports are open (445, 25001), server temporarily runs with firewall disabled.

Weird thing.
Please advise.

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Posts: 88
Comments: 4769

#27

Hello Ulrich,

Thank you for your post and welcome to the forum. I will do my best to help you.

This specific installation issue will require additional investigation. Please contact our Support team directly so that we can troubleshoot it.

I would really appreciate if you could provide our Support team with Windows system information file in addition to the .msi log that you posted here.

Please let me know if you have additional questions.

Thank you.

Beginner
Posts: 0
Comments: 2

#28

Thank you so much.. That worked :)

Beginner
Posts: 0
Comments: 1

#29

Thanks for useful topic. I got a same problem with Yann when I re-installed ABR 10 in my company server (Which runs Windows Server 2003).

When I started an installation, it always showed an error code:

Code: 013
Line tag: 0x6e1fbba0feb10f42
Message:

Suberror
Code: 01111
Line tag: 0x82848b4a152cc83e
Message:

Sorry I did not find the msilog anhwhere.

Please give advices,

Thanks in advance

Attachment Size
80522-97795.nfo 1.1 MB
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#30

Hello Nguyen Hoang,

Thank you for your post and welcome to our form. I will definitely help you.

We will need to take a look at the installation log too, could you please collect it using the following instructions from this KB article.

Looking forward to your reply and if you have additional questions please let me know.

Thank you.

Beginner
Posts: 0
Comments: 4

#31

Hello, We are experiencing this issue. Please see files attached.

Regards

Julian.

Attachment Size
81703-98038.zip 579.12 KB
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Comments: 3268

#32

Hello Julian,

Thank you for reporting about the issue, and for the logs provided.

According to the msi log: 

1: MSIGEN:AddUserToLocalGroup: add user 'mast-serv-01\Acronis37F88C37D3211' to the group 'Backup Operators' failed with error ''

It looks like the installation fails due to the lack of permissions. Unfortunately I cannot give you the solution at the moment, as I need to contact our Testers and Development team for more details, but I'll get back to you as soon as I have any update (most possibly, on Monday). Don't hesitate to contact me via PM if needed as well.

Thank you for understanding.

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Comments: 3268

#33

Hello Julian,

Thank you for your patience, and cooperation.

I have checked with the Experts team, and we would like to ask you to try the following:

  1. During the installation specify and existing user for the MMS service
  2. Check whether the installation proceeds correctly
  3. Should the issue remain, re-gather MSI log and attach it here

We would also appreciate if you could keep us posted regarding the situation. If you have any questions - let us know, we will be glad to help.

Thank you.

Beginner
Posts: 0
Comments: 4

#34

Hello Yana,

Can you please confirm point 1. above for the MMS Service? I assume you mean the Acronis Managed Machine Service?

This is a stand alone server so we don't have the requirement to install the management server as a component.

We are running the installation from the standard archive (not extracting any files). From the Acronis splash screen we select "Install Acronis Backup & Recovery 11", Accept the terms and then "Backup this machines Data". We then manually enter the licence keys, Register Components Later, select No on the CEP and confirm installation actions.

Each time the installation is run we note that a new Acronis user is created under Active Directory, Users, for example "Acronis95B86286083FE". We have deleted these user accounts.

Heres what I have done to get it working;

1. From the main archive we have extracted the installation files to C:\temp

2. Install Management Console; c:\temp\AcronisManagementConsole.msi = Installs OK

3. Install Acronis Core Agent; c:\temp\AcronisAgentCore.msi as "Administrator" = Installs OK

We can now run the Management Console and can successfully connect to the server and also Manage Local Machine. We still have to run create and run a backup task.

Therefore we think this may be a permissions issue with the Acronis user account (i.e. Acronis95B86286083FE) automatically created during installation?

Kind regards

Julian.

Beginner
Posts: 1
Comments: 1

#35

Hi Yana, you just answered me in my other thread about my installation on sbs2003 :

Hello Mforget,

Welcome to our Forum, and thank you for reporting about the issue. I will be glad to assist you.

According to the MSI log you've kindly provided, the installer errors out:

1: MSIGEN:AddUserToLocalGroup: add user 'msjdc\Acronis19E85EF05A0E9' to the group 'Opérateurs de sauvegarde' failed with error '' (1313728)
...
1: MSIGEN:CreateNewUser: failed

As a workaround I would suggest you to specify the account that already exists (it should have admin rights), this can solve the issue.

If the problem remains, please re-gather the MSI log and attach it to the main thread dedicated to the installation issues with Acronis Corporate products.

Let us know if you have any questions, we will be glad to help.

Thank you.

I just dont know what you want me to do exactly, i cant specify any account to register the product, it gaves me an error 011337731 every time, so i always skip the registration.

Beginner
Posts: 0
Comments: 1

#36

Hi!

I'm trying to install Acronis Backup & Recovery 11 in a 2 node Hyper-v cluster where one node will have all components installed so we can manage everything from one place.

The installation fails on the Management Server installtion with following info:
Code: 06442537
Line tag: 0x394351065f8e4bb1
Message: Installation error.

Suberror
Code: 08356347
Line tag: 0x5538f731ab6952b
Message:

I've attached the msi log and system info file.
Feeling a bit lost and don't know what to do, please help.

Kind regards
Robert

Attachment Size
82143-98113.zip 480.43 KB
82143-98116.nfo 1.24 MB
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Posts: 88
Comments: 4769

#37

Hello Robert,

Thank you for your post. I will definitely help you.

At the moment it is not clear why the installation fails, but you can use the following workaround to install the Management Server:

In the installation wizard when you are prompted to either select a user for Acronis services or create one automatically, please select an existing user. This should take care of the problem.

In case the workaround does not help please contact our Support team directly with the same diagnostic information.

Please let me know if you need additional help.

Thank you.

Beginner
Posts: 0
Comments: 3

#38

Text of the error:
Code: 06442537
Line tag: 0x394351065f8e4bad
Message: The cabinet file 'data1.cab' required for this installation is corrupt and cannot be used. This could indicate a network error, an error reading from the CD-ROM, or a problem with this package.

Suberror
Code: 01603
Line tag: 0xbd28fdbd64edb8bc
Message: Fatal error during installation

Happens during the installation of Acronis Backup and Recovery 10 Bootable Media Builder. The "media" I'm using for installation is a fresh download of build 13762 (also tried build 13544 with the same result). I have also cleared out the temp folder and ensured the services are running. Please help. The reinstallation I'm trying to complete is due to the last build of Acronis dropping it's ability to schedule.

Attachment Size
82232-98134.zip 347.76 KB
82232-98137.zip 71.31 KB
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Posts: 88
Comments: 4769

#39

Hello Ben,

Welcome to the forum and thank you for your post. I will definitely help you.

Most likely the installation file is corrupted. To verify this we will need to compare checksum value. Would you be kind enough to generate it from your end and send me the values so that I could compare them with our values.

As a temporary workaround you can uncheck the bootable media component from the installation wizard and if you need to create Acronis bootable media you can download it from your Acronis web-account.

If you need immediate assistance please contact our Support team directly.

Let me know if you have additional questions please.

Thank you.

Beginner
Posts: 0
Comments: 3

#40

I have re-downloaded build 13544 and build 13762 from an unrelated internet connection. (Don't know if that matters) The MD5 checksums are:

build 13544: 3C3E4C601DE01832407BA23A64F65E06
build 13762: 89BB09748C91860443DBC82D927CB07D

When running the install I only see an option of where I can install, not what. When the error happens it undoes the install so I cannot seem to move forward. Strangely, I can extract the installation file for the bootable media builder and install it separately. I'm going to try again today and will post whether I have success or not.

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Posts: 88
Comments: 4769

#41

Hello Ben,

Thank you for the follow-up.

I just wanted to let you know that the checksums are identical so this issue is most likely caused by something else. We will need to investigate it.

I would really appreciate if you could contact our Support team with the checksum results and an Acronisinfo report.

Please let me know if you have any other questions.

Thank you.

Beginner
Posts: 0
Comments: 2

#42

Hi,

I'm trying to install "BackupRecoveryAdvanced.13762_s_en.exe" on my server.
In the attached ZIP file you find 3 screen shots of the error I get while the installer tries to install the Agent.
System Information and Installation Log files are also included into the ZIP

The TEMP folder was cleaned before and the services mentioned above were also running.
Can someone help me on this.

Thank you.
Kambis

Attachment Size
82491-98179.zip 991.9 KB
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Posts: 24
Comments: 3268

#43

Kambis,

Welcome to our Forum, we're glad to greet you here. I will be glad to help you with the problem.

I have checked the logs, they reveal the cause of the problem:

1: MSIGEN:Error: License was not acquired with error 2.

The installer cannot find the license for the Agent you're installing. Usually it happens in case:

  1. You have Upgrade license added to the License Server, but there is no license of the previous product version, which is also required, as upgrade key doesn't work without it.
    In such case simply add old licenses to the LS and proceed with the installation
  2. The installer cannot find the License Server
    In such case please re-install the License Server to any available machine and restart the Agent installation process

This should help to solve the problem. If it remains, please re-gather MSI log and attach it to the thread.

Let us know if you have any questions, we will be glad to help.

Thank you.

Beginner
Posts: 0
Comments: 2

#44

Hi Yana,

thank you for the answer, but it didn't worked for me.
I have uninstalled everything and started from begin using all licenses I have (Full version license and the upgrade licenses).
It seems that the license server over the local host is unreachable. When I open the LS management console and select the option local machine (where I have installed it) I get the error localhost cannot be found.

Attahed please find the latest AcronisAgentWindows.msi.log as a ZIP file
How can I proceed now?

-------------------------------

After this message I started to try around to figure out if I can solve the problem and I could finally make the installation work!

I went through the repair option of the main installation and the LS came so available. I could see the localhost LS and its data. As a result I was able to continue with the installation and everything was installed successfully. After a reboot I couldn't see again the LS and its data! I went again through the repair option of the LS in the main installation and everything started to work. At the end I could start a full backup.

Now my system is working.

Can you explain why I had to run through this trouble?

Best regards
Kambis

Attachment Size
82518-98182.zip 551.64 KB
Beginner
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Comments: 3

#45

For whatever reason the problem seemed to fix itself. Which as far as I'm concerned is good enough. Thanks for all the help.

-Ben

Beginner
Posts: 0
Comments: 1

#46

Dear All,

I have a problem with installing Agent WIndows.
I already install license server and managment console and insert the license. From the license server I can see the 2 licenses, 1 for backup recovery 10 workstation and 1 for universal restore.

but when I try to install agent windows and insert the computer name for the license server, come up a pop-up saying that there is no license in the server.

OS: WIndows server 2008

please help.
-yogi-

Beginner
Posts: 0
Comments: 1

#47

Hi Prayogi,

It seems that the license key which you are using is for workstation machine and the Operating system you are trying to install it on is a Server-based Operating system. When you are using the license server to install the product, it will check the license key for the Os type and hence it is giving you license error.

Hope it helped...

Somi

Beginner
Posts: 6
Comments: 7

#48

I try to install ABR11 on Dell GX620 Windows XP SP2.

At the beginning of the install the system installs a new Installer and reboots.

Continue installation... selecting components etc. loading license ok.
But when I start the actual installation the system crashes and keeps on rebooting.

The BSOD appears with these codes:
STOP c000021a (Fatal System Error)
The windows subsystem system process terminated unexpectedly with a status of 0xc0000005 (0x7c9106c3 0x0069ec24).
The system has been shut down.

Only way out: restore windows to a restore point.

Any ideas?

Thanks

Bas Muilwijk

Beginner
Posts: 0
Comments: 1

#49

Windows 2008 R2 server x64. I tried to install ABR11.
When I started an installation, it showed me this error:

Code: 013
Line tag: 0x6e1fbba0feb10f42
Message:

Suberror
Code: 01111
Line tag: 0x82848b4a152cc83e
Message: ,

msi log i could not make

Attachment Size
86766-98665.nfo 1.18 MB
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Posts: 24
Comments: 3268

#50

Hi Roman,

Welcome to our Forum, it's nice to have you with us.

Unfortunately without MSI log we cannot localize the source of the problem. Please try to extract the component you're installing and create an msi log according to these instructions.

Should you need anything else or have any further questions - feel free to contact us at your earliest convenience, we will be happy to help you!

Thank you.