Installation Failure B&R for Windows Server - Urgent

Hello Mohammad Al-Qurashi,

Thank you very much for your post. I will definitely assist you with this issue.

I would really appreciate if you could provide me with additional information. What account were you using during the installation?

How long does the installation process hang, would it be possible to let me know a timeframe?

Is the Acronis Managed Machine Service always stopped or do you get a red triangle which disappears after some time?

Please let me know if you have additional questions.

Thank you.

The account is the domain administrator, the installation hangs around 15~20 min.

The service statuse is just stopping on the computer services during other components installation, otherwise it is running.

No, the red triangle of Acronis Managed Machine Service doesn't appear at all.

The .exe file cannot be launched, it doesn't show the installation options, i have to get the extracted .msi files from another server.

Hello Mohammad Al-Qurashi,

Thank you very much for getting back to me.

Could you please clarify what do you mean by - the .exe file cannot be launched, it doesn't show the installation options.

I found your case with our support engineers and I would agree with them, it would be better if we wait a little bit longer for Update 2 to come out, so that in case of issues, we can start troubleshooting with the new build.

To get around the Acronis Managed Machine Service stopping issue, after installing the agent please go to Windows services and stop the Acronis Managed Machine Service manually. Then open Windows task manager and stop this process - mms.exe. Please make sure that you have checked the - Show processes from all users box. I believe that after this you will be able to continue installing the program without issues.

I would also recommend using the .exe installation package in the future, because it has the ability to generate MSI logs, which can really help us to troubleshoot installation problems.

Please let me know if there is anything else I can assist you with.

Thank you.

I've tried ABR10 update 2 (BackupRecovery.11639_s_en), unfortunately it didn't work, Uninstalled all the components of the old version using abr_cleanup tool, restarted the server.

When I launch the U2 setup file, agent installed successfully, as you know during installing other components through wizard setup, Acronis Managed Machine service has to be stopped and then started to be associated with.

During the installation the following message appears :

The Installer has insufficient privileges to modify this file: C:\WINDOWS\system32\msvcp71.dll

And when trying to extract other components, some of them shows the same error message such as pic2 in the attachment image.

I've checked the security of this file, I've checked that the administrator already have the full privilege.

Using manual way of stopping the Acronis Managed Machine service per installing each component of the following : Agent, Standalone console, tray monitor is it enough to launch the program!! once this done, I try to open the console an error message appears such as the pic1 in the attachment, and as you see the event code refers to nothing in the knowledge base.

The server is domain controller, and the login parameters is for sure the domain administrator with full privilege, same problem occurs!!
I've tried same steps through using the domain administrator, and through "Create new user account" during the installation, also tried with another users on the domain with administrators and backup operators, enterprise admin privilege, but unfortunately same problem.

Any Ideas!?

Hello Mohammad Al-Qurashi,

Thank you very much for your post. I will do my best to assist you.

Please check the permissions for this specific .dll file. Set it to everyone, because other services need to use it, for example the network service.

I have found your support case and you are working on this issue with our experienced support engineers. If we are not able to assist you please ask for this case to be escalated to our Expert team.

Please let me know if you have additional questions.

Thank you.

 Hello Mohammad,

Please see this article for the instructions on how to set the appropriate permissions.

Please let us know the results, we are looking forward to hearing back from you. 

Thank you.