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Upgrade to 11.5 build 43994 from build 38573 failing

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I have been trying to upgrade Acronis Backup 11.5 but it keeps failing at "Acronis Backup 11.5 Agent for Windows"

Code: 01058

Line tag: 0xc1180c75befcee62

Message: The service cannot be started, either because it is disabled or because it has no enabled devices associated with it.

 

I have tried rebooting my laptop but that hasnt helped.

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Hello,

This type of error is often related to our TIB mounter service. I can't say for sure without a full investigation with our support team, but I can suggest following the instructions in this article and running the installation again.

Igor Tkachev wrote:

Hello,

This type of error is often related to our TIB mounter service. I can't say for sure without a full investigation with our support team, but I can suggest following the instructions in this article and running the installation again.

 

That didnt help.  I ended up with the same error after verifying that tib_mountermonitor ran.

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Beiträge: 250
Kommentare: 7092

Hello Ryland,

Could you please provide us with the full installation log.

Thank you,

The option to export the msi didnt exist while trying to do an update but I grabbed the log after the update failed.  I have attached the installation log from clicking on "view log".

 

The error details:

Code: 06442537
Line tag: 0x394351065f8e4b20
Message: Installation error.
 
 Suberror
 Code: 01603
Line tag: 0xbd28fdbd64edb8ee
Message: Fatal error during installation

Anhang Größe
310614-123817.log 2.93 MB

Hello Ryland,

Since there can be multiple causes for this issue, let's first narrow them down.

Could you provide an output of the following command?

sc query tib_mounter

Thank you.

C:\WINDOWS\system32>sc query tib_mounter

SERVICE_NAME: tib_mounter
        TYPE               : 1  KERNEL_DRIVER
        STATE              : 1  STOPPED
        WIN32_EXIT_CODE    : 1058  (0x422)
        SERVICE_EXIT_CODE  : 0  (0x0)
        CHECKPOINT         : 0x0
        WAIT_HINT          : 0x0

C:\WINDOWS\system32>