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Disk Director 12 - update 3297 - Installation error

Beginner
Posts: 1
Comments: 4

Hi

My PC is running the latest version of Windows 10 Pro x64 and had an earlier version of Acronis Disk Director 12 installed. I downloaded and tried to install the latest update ADD12_3297_en-EU.exe but this failed to install. I then uninstalled the existing version and reran ADD12_3297_en-EU but it produces the error " The installation was interrupted before Acronis Disk Director 12 could be installed. You need to restart the installer to try again"

I have rebooted my PC and cleaned the registry but the error continues.

I have searched your KB and tried the following articles without success:

https://kb.acronis.com/content/33449

https://kb.acronis.com/content/14876 - the utility complains that I have the wrong version of Windows installed - presumably not compatible with windows 10.

Windows 10 Apps & Features does not list any Acronis programs currently installed although there are files in C:\Program Files (x86)\Common Files\Acronis from the failed installation.

 

I have attached the failed installation log file as per https://kb.acronis.com/content/1639

Please advise how I can successfully install Acronis Disk Director 12 update 3297 under Windows 10.

Thank you

Beginner
Posts: 1
Comments: 4

Does anyone from Acronis actually read these forums and provide assistance or do they just not care that some updates to their products result in customers no longer being able to use the software that they've paid for?

I've searched through the KB articles but haven't yet found a solution - I've even pro-actively attached the installation log to provide the support team with all of the information they require, but still a deafening silence on the support front . . .

:-(

Forum Moderator
Posts: 95
Comments: 3562

Hi Mick,

Sorry for delayed response! I'd suggest the following steps to resolve the issue:

  • First run the installation file of Acronis Disk Direktor 12 and select Remove;
  • If this doesn't lead to the full product removal, please use Microsoft FixIt utility. Choose the I want to uninstall a product option.
  • Re-attempt the installation (I'd recommend temporary disabling the anti-virus software if any and running the installation file as Administrator)

Thank you,

In reply to by Ekaterina Surkova

Beginner
Posts: 1
Comments: 4

Hi Ekaterina

I logged into my PC as administrator and tried your suggestions but here are the results:

  • First run the installation file of Acronis Disk Direktor 12 and select Remove;

ADD12_3297_en-EU.exe doesn't have an uninstall option on the initial screen. When I select "install" it produces the original error. The other option to check for updates identified that this installer was the latest version.

  • If this doesn't lead to the full product removal, please use Microsoft FixIt utility. Choose the I want to uninstall a product option.

I downloaded and ran the MS Fixit utility for each option.

I selected "uninstall", then "not listed" as no Acronis products were listed. This then prompted me to enter the Acronis product code in hexadecimal format which I do not have. - Are you able to provide the appropriate code for ADD12_3223_en-EU.exe which was the previous version installed but now removed?

I next tried "install", then selected "not listed" as no Acronis products were listed. This immediately stated "Troubleshooting couldn't identify the problem" and gave me the option to either provide Microsoft with feedback or to close the troubleshooter. I closed the troubleshooter.

  • Re-attempt the installation (I'd recommend temporary disabling the anti-virus software if any and running the installation file as Administrator)

Disabling my anti-virus didn't make any difference.

Can you identify a fix based on the installation error log which I attached to my original post?

Thanks

 

Forum Moderator
Posts: 95
Comments: 3562

Thank you for your reply! I'm afraid, there is no attachment in your original posting. Would you post it once again. 

Beginner
Posts: 1
Comments: 4

Hi Ekaterina

I'm not sure what happened to the log but here is a copy for you to check.

 

Mick

Attachment Size
430577-140239.log 65.08 KB
Forum Moderator
Posts: 95
Comments: 3562

Hi Mick,

Thank you for the log file.

1: MSIGEN:Initialize checker 
1: MSIGEN:CheckForUpgradeCode {06EB5734-FEFA-4C9F-8F35-3130329BB4C4} 
1: MSIGEN:Check For Upgrade Code started {06EB5734-FEFA-4C9F-8F35-3130329BB4C4} 
1: MSIGEN:Enumerate through related products 
1: MSIGEN:Determing context for {06E34C00-0446-4176-81C8-A5DAFE53CA36} 
1: MSIGEN:Error occured during CheckForUpgradeCode for {06EB5734-FEFA-4C9F-8F35-3130329BB4C4}: 1605 
CustomAction DetectMsiMajorUpgradables returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
Action ended 22:42:31: DetectMsiMajorUpgradables. Return value 3.

According to the error message we should apply the solution listed in the article https://kb.acronis.com/content/33449;

Look for the keys that start with 

4375BE60
00C43E60

and remove these keys from all registry branches listed in the KB article. 

After removing all leftovers from the registry, apply https://kb.acronis.com/content/48668 (the tool is compatible with Windows 10 and removes Acronis Disk Director as well). Please read the instructions carefully. 

Note! As a precautionary measure, prior to using the Cleanup Utility, we highly recommend that necessary backup measures be taken to preserve your data. This can be done using Acronis software or third party software and/or hardware.

 

Beginner
Posts: 1
Comments: 4

Hi Ekaterina

I've followed the instructions and this has allowed the installer to run normally but unfortunately after I have entered my serial number and the installation starts nothing appears to happen - no progress bar is displayed after 30 minutes and it eventually produces the message "Installer is no longer responding" - see attached screenshot.

I reran the installation after rebooting my PC again but the same thing happened. I rebooted again and created an installation log - also attached.

Can you examine the log and let me know how what I need to do next to enable this update to install on my PC - latest version of Windows 10 x64.

Thank you

Attachment Size
432939-141176.PNG 62.51 KB
432939-141178.log 485.65 KB
Forum Moderator
Posts: 95
Comments: 3562

Mick, in the log file I see the following lines 

MSI (s) (AC:60) [23:15:33:024]: Product: Acronis Disk Director 12 -- Error 1719. The Windows Installer Service could not be accessed. This can occur if the Windows Installer is not correctly installed. Contact your support personnel for assistance.

MSI (s) (AC:60) [23:15:34:384]: MainEngineThread is returning 1603
MSI (s) (AC:80) [23:15:34:384]: RESTART MANAGER: Session closed

I've been looking through the various discussions on the web and here some recent articles on how to fix this issue

Windows Installer Service Could Not Be Accessed

Fix: Error 1719 ‘Windows Installer Service could not be accessed’ on Windows 7/8 and 10

Thank you,