2018 on Windows

Steve, difficult to say why there is a problem on just one of your PC's with installing ATI 2018.

See KB 46710: Acronis True Image: Installation Fails in Windows - for common issues.

Thanks. I have been through that document unfortunately, none of the errors reported are similar to what i experience.

The only option left is to perform the resolutions documentes in that document regardless, especially the MSI log for inspecting.

Not sure where else to turn it that doesn't work. Acronis is not interested in getting to the bottom of it. 

Any other ideas welcome!!

Steve 

Steve, are you seeing any error messages when trying to get ATI 2018 installed?  If so, what is the exact message?  Screen images are always good to see!

Have you tried using the Acronis Cleanup Tool to ensure there are no remnants of ATI 2021 that you had installed.  Note: after using the tool you should always reboot the PC before attempting to install again.

Has your %temp% folder been moved on this PC from the default location?

What is different about this problem PC compared to the others where ATI installed fine?

%temp% is in C:\Users\ellap\AppData\Local\Temp - this is a new PC, recently purchased as Windows Home, then upgraded to Pro.

The working  PC was purchased about 8 months ago, also brand new, as Windows Pro. I do not think I installed TIH 2021, on that one first. I installed 2018, which leads me to think there are remnants of 2021 on the 'bad' machine - but - I *did run the cleanup tool and I did restart immediately after*

so ...hence the bafflement. After proceeding with the installation it just stops halfway with this:

Clicking on View Details gives me takes me to this web-page:

The installation leaves the attached file in my TEMP folder

No idea right now,...

Steve

Steve, thanks for the log data - the coded errors don't really tell us any more than you have already said!

The request is not supported
1758 kernel win framework usermode msi legacy custom

K1 Installation has failed.
Fatal error during installation code

Do you see any of the options described in KB 56655: Acronis True Image 2016-2021: Creating an MS Installer Log - i.e. with an option to Save error log to file?

Can you find the installation .MSI log file and attach a copy of this to the forum?

yes - just uploaded here now.

Steve, thanks for the installer MSI log file.

The error is happening when ATI is trying to install and start the TIB service as shown in the snippet below from the MSI log.

1: 17:19:18.759: MSI_TRACE(tib): Driver::Install
1: 17:19:18.781: MSI_TRACE(tib): Failed to open control device '\\.\Global\TibControl1192': status 2
1: 17:19:18.782: MSI_TRACE(tib): TibControl1192::TakeApiControl: DriverApiClient Init failed with status 0x2
1: 17:19:18.783: MSI_TRACE(tib): Installer::ServiceInformation::Query
1: 17:19:18.784: MSI_TRACE(tib): Service tib does not exist
1: 17:19:18.785: MSI_TRACE(tib): Driver::InstallService: new driver installation
1: 17:19:18.786: MSI_TRACE(tib): HybridDriver: detect stoppable tib
1: 17:19:18.786: MSI_TRACE(tib): Install new stoppable driver from C:\Users\ellap\AppData\Local\Temp\D5C57DF6-58E6-4C1C-B578-C14D59D0D98E\tib.x64.inf
1: 17:19:18.787: MSI_TRACE(tib): Installer::InstallByDefault(C:\Users\ellap\AppData\Local\Temp\D5C57DF6-58E6-4C1C-B578-C14D59D0D98E\tib.x64.inf)
1: 17:19:18.788: MSI_TRACE(tib): defaultInstallSection=DefaultInstall
1: 17:19:18.801: MSI_TRACE(tib): Installer::InfFile::InstallServicesFromSection: the operation for section DefaultInstall.Services was performed with status 0
1: 17:19:18.802: MSI_TRACE(tib): Ignore reboot requirement
1: 17:19:18.803: MSI_TRACE(tib): Try to cancel postponed deletion of file '\??\C:\Windows\system32\DRIVERS\tib.sys'
1: 17:19:18.805: MSI_TRACE(tib): Postponed file deletion is not scheduled for path '\??\C:\Windows\system32\DRIVERS\tib.sys'
1: 17:19:18.806: MSI_TRACE(tib): FlushFileBuffers
1: 17:19:18.811: MSI_TRACE(tib): Failed to open control device '\\.\Global\TibControl': status 2
1: 17:19:18.813: MSI_TRACE(tib): TibControl::GetRunningDriverBuildNumber: DriverApiClient Init failed with status 0x2
1: 17:19:18.814: MSI_TRACE(tib): Driver::Start
1: 17:19:18.841: MSI_TRACE(tib): StartWindowsService: failed to start service tib, error: Error 0x1
| line: 0xb1fa94636fb34156
| file: k:\1758\kernel\win\framework\usermode\service.cpp:59
| function: Kernel::UserMode::Service::Start
| $module: tib_msi_vs_s_1758
|
| error 0xfff0: The request is not supported
| line: 0xbd28fdbd64edb8f1
| file: k:\1758\common\error.cpp:307
| function: Common::Error::AddWindowsError
| code: 0x80070032
| $module: tib_msi_vs_s_1758
1: 17:19:18.843: MSI_TRACE(tib): Failed to install: status 50.
1: 17:19:18.843: MSI_TRACE(tib): Already detected as stoppable
1: 17:19:18.844: MSI_TRACE(tib): Uninstall stoppable driver
1: 17:19:18.845: MSI_TRACE(tib): StopWindowsService: tib is already stopped
1: 17:19:18.847: MSI_TRACE(tib): Start simple uninstall procedure
1: 17:19:18.850: MSI_TRACE(tib): Installer::InstallByDefault(C:\Users\ellap\AppData\Local\Temp\D5C57DF6-58E6-4C1C-B578-C14D59D0D98E\tib_uninstall.inf)
1: 17:19:18.860: MSI_TRACE(tib): defaultInstallSection=DefaultInstall
1: 17:19:18.862: MSI_TRACE(tib): Installer::InfFile::InstallServicesFromSection: the operation for section DefaultInstall.Services was performed with status 0
1: 17:19:18.864: MSI_TRACE(tib): Installer::ServiceInformation::Query
1: 17:19:18.865: MSI_TRACE(tib): Service tib does not exist
1: 17:19:18.867: MSI_TRACE(tib): Installer::DeleteService for tib
1: 17:19:18.868: MSI_TRACE(tib): Service tib does not exist
1: 17:19:18.870: MSI_TRACE(tib): Installer::ServiceInformation::Query
1: 17:19:18.872: MSI_TRACE(tib): Service tib does not exist
1: 17:19:18.873: MSI_TRACE(tib): Driver file 'C:\Windows\system32\DRIVERS\tib.sys' has just been deleted
1: 17:19:18.875: MSI_TRACE(tib): Driver uninstalled due to rollback with status 0.

The most likely reason for the above is if you have any security applications installed which are protecting against registry changes etc.

The action being performed above was to add new entries for:
Computer\HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\tib
Computer\HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\Services\tib

which are then used to start that new service.

The best way of checking this would be to isolate this PC from any internet connection, then disable all security apps temporarily and retry the install in that offline safe environment.

Although few months have been passed, this thread was still useful to me. Ran into the same or similar problem and found a solution that worked for me thanks to the hint of Steve about disabling security apps. The "famous" TIB service issue popped up also in my logs when failing to install an ATI OEM (Kingston) version. (To be precise  install file AcronisTrueImageOEM_5128.exe).

Followed Steve's advice and went offline and terminated all virus and firewall protections. However, both were not causing the problem after all. It was the Windows 10 "Settings - Update & Security - Windows Security - Device security - Core isolation" feature that was enabled and caused the problems. Switched it off (temporarily), restarted my system and then ran the ATI OEM installer again. The install worked flawlessly this time!

Btw, could not again switch on "Core isolation - Memory integrity" after installing ATI. Windows 10 complains about driver incompatibility issues with tib.sys.

@Stephen: hopefully, my solution works also for you.

Hans Tichelaar wrote:

Although few months have been passed, this thread was still useful to me. Ran into the same or similar problem and found a solution that worked for me thanks to the hint of Steve about disabling security apps. The "famous" TIB service issue popped up also in my logs when failing to install an ATI OEM (Kingston) version. (To be precise  install file AcronisTrueImageOEM_5128.exe).

Followed Steve's advice and went offline and terminated all virus and firewall protections. However, both were not causing the problem after all. It was the Windows 10 "Settings - Update & Security - Windows Security - Device security - Core isolation" feature that was enabled and caused the problems. Switched it off (temporarily), restarted my system and then ran the ATI OEM installer again. The install worked flawlessly this time!

Btw, could not again switch on "Core isolation - Memory integrity" after installing ATI. Windows 10 complains about driver incompatibility issues with tib.sys.

@Stephen: hopefully, my solution works also for you.

@Hans....THANK YOU!!!

Your solution definitely solved the issue for me.

Thanks so much for taking the time to post a detailed solution!!!