Update 6559 Failure
I am unable to install the new update. It gets 2/3 through and then bombs. I disabled my antivirus and am running Win10 Pro 64bit. The error indicated was access denied. Any suggestions?


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Hi all,
I have also an issue with installing the new update. At first installation attempt I was not aware that there is just an image creation running (sheduled but looon run). So I got an error that a file can not be acessed.
Any new attempt to update now leads to a general installation fault at the last 20 % of the install bar. Ok it says installation failed and the details in the browser state: general installation fault.
The latest log file is quite long but at the ver y end I find the following lines:
"
Property(S): ProductToBeRegistered = 1
MSI (s) (58:50) [22:00:29:848]: Note: 1: 1708
MSI (s) (58:50) [22:00:29:848]: Note: 1: 2262 2: Error 3: -2147287038
MSI (s) (58:50) [22:00:29:848]: Note: 1: 2262 2: Error 3: -2147287038
MSI (s) (58:50) [22:00:29:848]: Product: Acronis True Image -- Installation failed.
MSI (s) (58:50) [22:00:29:848]: Das Produkt wurde durch Windows Installer installiert. Produktname: Acronis True Image. Produktversion: 19.0.6559. Produktsprache: 1033. Hersteller: Acronis. Erfolg- bzw. Fehlerstatus der Installation: 1603.
MSI (s) (58:50) [22:00:29:926]: Deferring clean up of packages/files, if any exist
MSI (s) (58:50) [22:00:29:926]: MainEngineThread is returning 1603
MSI (s) (58:7C) [22:00:29:926]: No System Restore sequence number for this installation.
=== Logging stopped: 18.04.2016 22:00:29 ===
MSI (s) (58:7C) [22:00:29:926]: User policy value 'DisableRollback' is 0
MSI (s) (58:7C) [22:00:29:926]: Machine policy value 'DisableRollback' is 0
MSI (s) (58:7C) [22:00:29:926]: Incrementing counter to disable shutdown. Counter after increment: 0
MSI (s) (58:7C) [22:00:29:926]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2
MSI (s) (58:7C) [22:00:29:926]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2
MSI (s) (58:7C) [22:00:29:926]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied. Counter after decrement: -1
MSI (s) (58:7C) [22:00:29:926]: Restoring environment variables
MSI (s) (58:7C) [22:00:29:941]: Destroying RemoteAPI object.
MSI (s) (58:20) [22:00:29:941]: Custom Action Manager thread ending.
MSI (c) (48:E8) [22:00:29:941]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied. Counter after decrement: -1
MSI (c) (48:E8) [22:00:29:941]: MainEngineThread is returning 1603
=== Verbose logging stopped: 18.04.2016 22:00:29 ===
</content>
"
But the funny thing is, that I now allways have to accept the release notes if i start ATIH.
BTW I tries both: Update via GUI after starting ATIH and by downloding the installer from the webside.
Regards
Manuel
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Manuel, I would recommend trying a system restart first of all, then if you still have the same problem, I would recommend doing a clean install of the latest build update - download a copy from your Acronis Account.
A clean install is done by first uninstalling the current software, run the Acronis Cleanup Tool (link in my signature below), restart the system, then install the new build version.
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Steve, I restarted my PC several times allready...
A clean install is not what I want to do because I have 6 partitions with highl different backup schemes. Setting this up again would take a long time for me...
There should be an other way, or?
Thanks
manuel
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Manuel, sorry but back to my earlier questions on this one:
How are you doing the update here? Is this from within the ATIH 2016 GUI and clicking on the Download link, or have you downloaded the update manually from your Acronis Account to install it.
If the latter, did you check that the file matches the checksum given on the web site?
Have you tried downloading and installing a new copy of the upgrade software?
If all else doesn't work, then make backup copies of your Database and Scripts folders from C:\ProgramData\Acronis\TrueImageHome\ - these contain your backup tasks (in Scripts) and your task history (in Database). You would then have the option of restoring these after doing a clean install.
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Steve,
I tried both ways. GUI and download from My account.
Checksums are matching in the second case.
I tried installing with new download only from GUI but for several times after each time rebooting by PC. Did not yet downlaod the package from the web site again.
Thanks for the hint with the backup of the scripts. Then I will go for clean install tomorrow.
Regards
Manuel
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Manuel,
Unfortunately the log file you have printed doesn't have the entry that the MSI (s) (58:50) [22:00:29:848]: Note: 1: 2262 2: Error 3: -2147287038 refers to. Often the cause is the uninstaller not clearing out the upgrade_codes and installer entries in registry.
Unfortunately Acronis do not seem to have updated their Cleaner to work with TIH2016 as yet. I don't know if the 2015 version would work correctly.
If the problem is still occurring, I would suggest (in order of preference).
Running a repair install of the earlier build of 2016, close down and reboot your PC (not a warm restart an actuall cold boot), then try running the 6559 installer.
Uninstall the previous build and then install 6559 - there is a risk here that the earlier build will refuse to reinstall if a problem occurs. Make sure you have an upto date image of your system.
Run the 2015 Cleaner - ditto above about making sure you ahve a complete disk image available to you if anything goes wrong.
Hopefully you have tested that your system will boot from the recovery media if you need to recover an image.
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Colin, Manuel, the Acronis Cleanup Tool for 2015 works fine with the 2016 version too, though I wish the developers would update the screen panels and KB document to reflect this!
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Brilliant Steve, I'd only tried the Cleaner with the beta version of 2016.
@Manuel, as the 2015 Cleaner (https://kb.acronis.com/content/48668) works with 2016, I would go straight to using this. Be aware though, that the cleaner will disable any other Acronis program you have installed such as Disk Director etc. If you have other Acronis products installed, you will need to run repair installs of those programs.
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"At first installation attempt I was not aware that there is just an image creation running (sheduled but looon run). So I got an error that a file can not be acessed."
That is a bummer - I'm suprised it would allow the install to run while a backup is in progress - we're you prompted that anything was running? I'm guessing not. I can't imagine anything good would come out of an attempted upgrade while an active backup is utiliizing both Windows and Acronis resources that would be impacted by an upgrade.
"Checksums are matching in the second case."
Makes me think it was a bad download originally and has corrupted the install if you used the other one at some point.
I think you may have hit the perfect storm for a failed upgrade. At this point, running the cleantool will hopefully get thigns working again, but unfortunately, it does remove backup tasks as well. You might be able to backup the
C:\ProgramData\Acronis\TrueImageHome\Scripts
folder and import the scripts manually after a successful upgrade, but not sure how Acronis will like that. If nothing else, perhaps you can manually import them, then copy them in Acronis as new tasks and go from there - if manually copying them back causes trouble once the install / upgrade goes through.
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Hi all,
finally I did a deinstall, clean up and reinstall of ATIH.
Now it seems to work.
Regards
Manuel
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Hello Manuel, glad to have the feedback that the clean install resolved the issue you were seeing. Thanks for letting us know.
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Glad to hear it! Unfortunately, upgrades don't always go according to plan so am glad a fresh install has got things working again.
I've submitted feedback about the need to stop currently running backups and/or prompting the end-user that if they proceed it will stop currently run backups in the future - hopefully this is something that will be implemented in future updates (at some point) to try and prevent something like this from occuring again. I'd suggest you do the same (either from your online account or within the application). The more it's logged directly to the Acronis, the more likely we are to see this changed in future releases.
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I,too,was able to update by uninstalling the program using Revo Uninstaller using advanced scanning, rebooting, and installing from the file DLed from Acronis. The failures I was experiencing came from using the updater directly from the program.
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Hello Manuel, DoctorJ,
Glad to see that you have workarounded the issue.
If you still have logs of failed installation attempts, you can help us in investigation of why in-product update failed in the first place. For that, please submit installation logs through "Send Feedback" feature under Help tab in Acronis True Image 2016. Click "Attach files" there to attach the logs.
Regards,
Slava
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Hello Slava,
unfortunatelly all the logs have gone after the clean install.
Would have loved to help you to improve the update process.
Sorry
Manuel
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Hi all,
msi log files shold still exist in %temp% folder. looks like this
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Ok, turns out it was anti virus software killing my update, should have thought of that earlier!
Thanks for all the suggestions.
Simon
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There are multiple other threads with the same issue - turns out to be several different antivirus programs blocking the install. The funny thing is, if you scan it online with numerous tools, it comes up clean. It's a false positive. See information provided by MVP Steve Smith for the multiple AV scans on the installer.
https://forum.acronis.com/forum/116764 (this one)
https://forum.acronis.com/forum/116800
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