BR10 License server won't install

Hello Frsh!

Thank you for finding time to report about the issue, I completely understand it and will be glad to help you!

First let me assure that we do not have any problems with installing onto the Windows 7, so we will need to investigate the issue.

Please kindly make sure you are using the latest build of the software (it should be 11345 at the moment and available at your account here). Also please check the services to be started: COM + System Application, Distributor Transaction Coordinator and VSS - Volume Shadow Copy. Disable any third party protections software (firewall, antiviruses, backup solution) and run the installation again.

Should the issue persist, we will need to take a closer look at the issue, so could you please kindly provide us with the following? 

1. Windows System Information
2. MSI log of the installation process
3. Acronis Info from the machine in question

This information will allow us to identify the exact reason of the issue and provide you with the appropriate solution.

I would appreciate if you could kindly let us know whether there is anything confusing or you have any additional questions - we will be glad to help!

Thank you in advance.

Hi Yana,
All 3 services were stopped. I restarted the services set to automatic, rebooted the computer, rechecked the services (they are all started).

Tried to re-install B&R10 11345 and got the same result. Acronis License server hangs and won't come back. Killed the installation. Reboot the machine. It says that license server is installed and if I want to repair. I do a repair, and start the license server. Try to connect to the local machine and it hangs again trying to connect to local server. I had to kill the license server. Try to install B&R and I get a message saying "Failed to connect to the specified remote machine..."

There is no MSI log created that I'm aware of. How would you like me to send the other 2 files?

BTW. I'm an administrator on the PC and have UAC turned off.

Dear Frsh!

Thank you for your detailed reply and for keeping us updated!

Thank you for specifying the details of the issue! The reason why you receive errors on starting the License Server is that not all the components and modules got properly installed. I have checked our resources once again - such issues were never reported, and this behavior is non-typical one and can be caused by several reasons: 

• some process is "dumping" the installation and usage process
• drivers' conflict

In order to find out the exact reason we will need MSI log anyway and also procmon output in addition:

1. Sorry for bothering you with the MSI log requests, but this information is really important. I would suggest you to try gathering it in the following way: 
   - Remove all current existing traces from the machine with the help of our CleanUp Utility
   - Run the installation file and choose to extract the components
   - Extract the License Server installation component (should be in *.msi format)
   - Save it to the any suitable folder (for instance C:\Acronis)
   - Rename the extracted file to be ALS.msi
   - Go to the Run prompt (Start -> Run) and issue the following command:
   msiexec /i path&msi-name /l*v log-name.log
   where the path&msi-name is a path and name of the file you extracted in steps 2-3 and the log-name is a name of the log file to be generated. The log file will be saved to the folder where you extracted the MSI file.
   For example: msiexec /i C:\Acronis\ALS.msi /l*v C:\Acronis\installationlog.log
2. Should the process hang again and stay like this for more than for 15 minutes, please cancel the process gathering the dump file of it: 
   - Open the Task Manager -> Processes and find msiexec process
   - Right click on it and choose "Create dump file" like shown on the screenshot

   

3. Send us the Process Monitor log

This information will show us what process or driver conflict stalls the installation process and help to find appropriate solution.

I would appreciate if you could kindly contact me via PM with the information attached!

I will be waiting for your reply!

Thank you in advance for cooperation and patience.

Yana,
PM on its way. SOme files are bigger than 15MB though.

Yana,
oops repeated.

Dear Frsh!

Thank you for your kind cooperation - I really highly appreciate that and glad you had time to gather the information requested. I have just sent you the link to the FTP account for uploading the files, and will appreciate if you could kindly let me know when all is ready - I'm looking forward for analyzing this information!

Thank you in advance!