Product Installation Issues

Hi, I am a frustrated Network Admin trying to upgradfe from Echo Server to Backup and Recovery 11 on an SBS 2003 server for many days now. Same error everytime..

Acronis Backup & Recovery 11 Management Server
Code: 08356347
Line tag: 0x5538f731ab6952b
Message:

- I have uninstalled the old Echo Server version, thinking that may have been the issue, but no luck. The MSI log is attached. Trying to connect to your Chat support is useless! Tried emailing you as well, useless!

Hope this works better...

Jerry T.

1: MSIGEN:AddUserToLocalGroup: add user 'MAXIM-NS-DC\AcronisA15C3EE7E4CF7' to the group 'MAXIM-NS-DC $ Acronis Centralized Admins' failed with error '' (1313728)

Create a service user yourself and specify to use this user for all services instead of autogenerated one.

I was able to get program installed by "extracting files" and then installing each module separately. <Edited by Forum Moderator. This thread is for installation issues only. Please open a separate thread for other issues. Thank you for understanding>

Hi,

i´ve got the same issue. Installing failed with this:

Acronis Backup & Recovery 11 Management Server
Code: 08356347
Zeilenkennung: 0x5538f731ab6952b
Nachricht:

Code: 06442537
Zeilenkennung: 0x394351065f8e4bb1
Nachricht: Installationsfehler.

Suberror
Code: 08356347
Zeilenkennung: 0x5538f731ab6952b
Nachricht:

But why? Why is such an easy thing like installing a software still a problem?

I would like to post the msi.log file, but you have a limit for upload from 15MB. My File ist 18.53MB big. Why do you ristrict this? This is a typical example for the silly problems with acronis!

I have the same problem as Robert Nilsson from reply #36 (forum.acronis.com/forum/19093#comment-82143) and the guy right above me. I downloaded ABR11A_trial_de-DE.exe two days ago and tried to install it on our Windows Server 2003 SBS. The installation failed for the same reason (code 08356347, line tag 0x5538f731ab6952b). I also tried the solution from Anton in the reply right after the bug report (using an already existing user instead of creating a new one), but without success.

Hello bitsnbytes, and Andre,

Thank you for your comments.

bitsnbytes, there are many reasons why the software may fail to install. Most of them are related to the specifics of a system, and certainly most of them can be solved after checking the MSI log.

I will send you a PM in a minute with the link to the FTP account I've created for you. Please upload the logs there.

In such cases please also contact Forum Moderator for information on how to upload the information.

Andre, thank you for the info provided. From what we've seen in the logs, the problem might get solved if you temporary disable McAfee, and try to install AMS separately from the MSI file: 

msiexec /i "AcronisManagementServer.msi" /l*v "AcronisManagementServer.log" REINSTALL=ALL

If it doesn't help, please let us know if you're running a remote or local installation, and what credentials you use for installing the components.

Thank you!

Unable to install Backup and Recovery Workstation 11 on Windows 7 - 64 bit system. Installation of Agent Core fails whether attempted locally or remotely. Attached contains error message content, msi local and remote logs and sysinfo file.

Hello John,

Thank you for the detailed information you've provided.

According to these logs there are several possible causes for this problem. Most probable is the target machine has corrupted WMI repository. Please follow these instructions in order to run the diagnostic, and fix the issue.

Should the problem remain, re-gather the logs, and attach them to the thread.

Thank you.

Hello Yana,

Would you please elaborate on what the other "possible causes for this problem" may be? The logs I previously sent were generated AFTER having completely reinstalled Windows 7, SP1 and updates AND running Microsoft's WMIDiag 2.1 to check for possible WMI problems. The WMIDiag reported that the WMI repository state is "CONSISTENT."

The instructions you linked in your response seem to refer to problems with SysInfo identifying the NIC. When I examine the SysInfo file I forwarded previously, I see the NIC clearly identified.

If there are other possible causes of this installation failure, I would like to examine them.

Thanks.

Hello John,

Thank you for sharing your concerns with us.

The logs are not very clear on what causes the issue, and the standard reasons with such logs are: 

1. Corrupted WMI
   Windows VSS services depends on WMI, and we check its consistency before installing our own VSS. That's why the first thing to check is WMI
2. Registry leftovers of the previous version
   Should be removed, can be cleared our by the CleanUp tool
3. Lack of Administrators rights
   In order to localize the issue we'd recommend to create a test user with the full administrators right (added to backup operators), and install the Agent using this account

If none of the above helps, please re-send us the logs alongside with the procmon output for further investigation.

Let me know if you have any additional questions, I'll be glad to address them.

Thank you.

Thanks for the suggestions. Unfortunately we still cannot install the agent core.

I have followed each of your suggestions, including setting up a new local user account with full admin/backup operator rights and using that account to attempt the install. To help troubleshoot, I would like to upload or send you a zip file (or series of files) containing:

"vssadmin.txt" showing results of vssadmin scan of writers, including WMI

"abrcleanp.txt" showing the cleanup tools finds nothing to clean

"regclass 4d.jpg" and "regclass 71.jpg" showing there are no relevant strings to delete under the referenced keys

"wow64reg.jpg" showing an old registry key that I did delete before rebooting and trying the install again with a new user account

"logfile2.pml" showing the procmon output of the effort to install using the new "test" user account

Unfortunately, you have a 15 mb limit on uploads, so I am unable to attach the zip file. Please advise me where I may upload them that restriction!

Hello John,

Thank you for the awesome job you've done to troubleshoot the issue, I really appreciate it. I've created an FTP account for you, and will send you a link to it in a minute. Please upload there the diagnostic information, I will have our development check it.

Thank you.

I am having an issue with the licenses for ABR 11.

My license server is running release 11/17437, and the install media is ABR11A_17437_en-US.exe.

When I tell the install to use the license server for the keys, it presents a "Specify licences to continue installation" screen, but

will not allow me to select the "Acronis Backup & Recovery 11 Universal Restore for Advanced Server" checkbox.

What must I do to resolve this installation issue?

Thanks,

Hello Tom,

Welcome to our Forum, we're glad to have you with us.

Could you please send me the screenshot of the License Server, and the step where you're stuck? There can be several reasons for this issue, and screenshots might point us to the right direction.

Let us know if you have any additional questions, we'll help.

Thank you.

Yana,

For some reason I received Tom Caudill's posting and your subsequent reply to him at my email address. Seems like something is cross linked in your email system!

John Cusick

I recently downloaded the trial version of Acronis Backup and Recovery Server 11 for Linux x86_64. Anyway, I was able to install the management server, backup media, and agent successfully on one server but not another.

I attempted to install just the ABR11AL trial version on another server and everything seemed to be going fine until the end of the installation when it said that not all the necessary components are installed. I'm assuming it meant the gcc and kernel requirements when it reported this. Anyway, those components were already installed.

After I double checked the requirements, I attempted to go through the install process again and now the installation window pops up and just hangs on "Initializing...."

I'm not sure if it's actually hanging or just taking forever but I gave it 20 minutes before I closed the window. Any ideas?

Hello Jason,

Welcome to our Forum, we're glad to greet you here.

Unfortunately, the information you've provided is not sufficient for successful troubleshooting. The errors about kernel/gcc you've received meant that snapapi didn't compile properly, which, most probably led to the rest of the issues. I'd suggest full re-installation with manual snapapi compilation.

If the problem remains, please gather logs from /var/lib/acronis, snapapi log, and a strace log: 

1. Rename the backup and recovery daemon:

# mv /usr/lib/Acronis/Agent/acronisagent /usr/lib/Acronis/Agent/agent

2. Launch the console:

   # acronis_console &

   and create a new task. The task should be scheduled to a manual start.

   You can find the script of the newly created task in the /var/lib/Acronis/TrueImage/Scripts/ directory
   (choose the latest if there are several scripts).

3. Launch the daemon under the strace:

   # export LD_LIBRARY_PATH=$LD_LIBRARY_PATH:/usr/lib/Acronis/system_libs:/usr/lib/Acronis/Common:\
   /usr/lib/Acronis/BackupAndRecovery/Common

   For Acronis Backup and Recovery 11:

   # /usr/bin/strace -fF -s 1024 -o /root/strace.log /usr/lib/Acronis/Agent/agent\
   -script:/var/lib/Acronis/TrueImage/Scripts/[ScriptName].tmp.tib.tis

   Example:

   # /usr/bin/strace -fF -s 1024 -o /root/strace.log /usr/lib/Acronis/Agent/agent\
   -script:/var/lib/Acronis/TrueImage/Scripts/AAF7A67A-32B5-C4F5-F846-3B0F1BB2CD85.tmp.tib.tis

4. Reproduce the issue;
5. The strace log file will be located in /root/strace.log.
6. Rename the daemon back:

Acronis Backup and Recovery 11

# mv /usr/lib/Acronis/Agent/agent /usr/lib/Acronis/Agent/acronisagent

Send this information to us.

Should you need anything else or have any further questions - feel free to contact us at your earliest convenience, we will be happy to help you!

Thank you.

Hello.

I try to install ABR11A_17318_ru-RU.exe on Windows 2008R2 with Hyper-V role.

There is an error in the install process.
===
Предупреждение
Acronis Backup & Recovery 11 Агент для Hyper-V
Код: 015892483
Тег строки: 0x15afc1048fa26afa
Сообщение:

Suberror
Код: 02
Тег строки: 0xbd28fdbd64edb8b9
Сообщение: Не удается найти указанный файл
===

Подробнее

Код: 06442537
Тег строки: 0x394351065f8e4bb1
Сообщение: Ошибка установки.

Suberror
Код: 015892483
Тег строки: 0x15afc1048fa26afa
Сообщение:

Suberror
Код: 02
Тег строки: 0xbd28fdbd64edb8b9
Сообщение: Не удается найти указанный файл
===

http://kb.acronis.com/errorcode/
Код события: 0x00624E29+0x00F28003+0x0000FFF0+0x80070002

===

Антон, здравствуйте, 

Добро пожаловать к нам на Форум, мы рады Вас приветствовать.

Спасибо, что сразу приложили нужную информацию.

Судя по логу, установка запутывается в Temp папке. Попробуйте, пожалуйста, почистить %temp%, перезагрузиться и снова поставиться, должно помочь.

Если не поможет, пришлите, пожалуйста, новый лог.

Спасибо!

Яна, добрый день.

Ваше решение помогло! Спасибо!

Но возникла проблема на другом сервере. Не могу установить акронис B&R 11.

Права доступа к файлу в порядке, сервер перезагружал, службу касперского останавливал, нажимал на кнопочку "разблокировать" в свойствах файла. Никак не могу понять из-за чего он не хочет запускаться!

Сервер: Windows 2003 R2 x86.

Прошу помощи.

Здравствуйте, Антон,

Спасибо, что сообщили, что первая проблема решилась, рада знать это.

По поводу новой установки: все права у Вас даны правильно, ощущение, что сам *.exe-шник битый. Попробуйте его перескачать и проверить его чексумму. Она должна равняться этому значению: 8bba42e8de13c65931339e64b47dd355.

Пожалуйста, если не поможет, дайте нам знатью

Спасибо!

Только что проверил, дистрибутив в порядке, согласно вашей инструкции по проверке.

MD5 = 8BBA42E8DE13C65931339E64B47DD355

Антон, 

В таком случае это может быть запрет на исполнение, если Вы скачивали файл через IE. Вот здесь дается довольно хорошее объяснение и инструкции, как починить это недоразумение. 

Еще можно попробовать правый клик на файл -> (если есть) разблокировать.

Проверьте, пожалуйста?

Спасибо.

Hi ,
we have following Problem with the update ABR11S_17318 to ABR11S_17437 DE on an W2k8 R2 Server
The Server is an DC
Hardware HP ML 350 G7

the Update crashes with error-code 013795829
attached the logfiles

Thanks
A.Huth

Hello Andreas,

Thank you for finding time to report about the issue.

According to the log the installation suffers from the lack of sufficient priviledges.

1: MSIGEN:GrantUserPrivileges: Failed to grant priviledge 'SeServiceLogonRight' to user '.\localsystem' with error code '1780'

Please install the product under Administrator's account, and if the issue remains, please send us new MSI log.

Let us know if you have any additional questions, we will be glad to help.

Thank you.

Yana,

Per your request, on March 27 I uploaded via FTP all the files referenced in my March 26 posting. It is now April 20 and I have heard nothing from Acronis. Has "development" had the opportunity to review the procmon log?

John

Hello
on March I have installed a trial Version of Acronis Backup & Recovery 11 Advanced Server on a MS-Windows Server 2008. Now I have uninstalled this version and made a Restart. Afterwards I wanted to install ABR11A_17437_de-DE.exe and received the following error:
"Eine andere Fassung von Acronis Backup & Recovery 11 ist bereits auf dieser Maschine installiert. Deinstallieren Sie die aktuelle Fassung zunächst und starten Sie dann die Installation erneut."
Is there any other method to uninstall the trial version except "Systemsteuerung\Programme und Funktionen\Acronis..." which I did?

Thanks

Frosch

I just installed the newest version of ACronis Bckup & Recovery 11 and I put it on a new machine. It seemed to install fine and I believe I setup everything correctly. I am trying to backup to a LTO3 Tape Drive. I created a Backup and it errored out and I can't seem to find the error codes to fix it.

Can someone Please help

It's not an installation issue, but if you click into one of items with a red icon, its detail window will open, there will be 'log' tab, an event with error will be there.

@Frosch,

The problem is probably caused by Acronis Managed Machine - run the installer again and select CUSTOM, from here untick Acronis MMS Service and let the installer continue. Reboot, run again the installer and select CUSTOM again and this time tick everything that you require to be installed or your licence allows you to have, let the installer finish.

ABR11 should now work correctly after another system reboot.

I'm having installation issues with the Acronis Backup and Recovery 10 Suite. I have 11 Keys under my account (2 Server for Windows, 4 Workstation, 2 Advanced Server Universal Restore, and 3 Advanced Workstation Universal Restore). All have been established and accounted for with the License Server Management software. All licenses are shown as available.

However, when I try to install any components apart from the license-free portions of the software, I'm first told 'There is no license key for the current operating system on the specified license server.' Finally, if I move past this screen, each component that requires a key has a small key beside it and immediately sends me to Acronis' website for ordering more. Granted these licenses are old, but has support for XP SP3 been completely removed for my older keys? Any help to move forward on this would be greatly appreciated.

Salvatore,

Do your licences show any expiry dates?

(2 Server for Windows, 4 Workstation, 2 Advanced Server Universal Restore, and 3 Advanced Workstation Universal Restore). All have been established and accounted for with the License Server Management software.

Let's talk about 'workstation' part (for XP SP3). Are 'workstation' licenses indeed 'workstation' or 'advanced workstation' ? 'workstation' should not even be able to be added to license server, but anyway.

Colin B

No, none of the licenses show an expiration date on them. However, I've only looked at what the license server provides (which is blank in the expiration field), and what Acronis' website offers in the My Account area for licenses.

dev-anon

While you're correct about the license server not adding the regular 'workstation' licenses to its list, that doesn't mean I don't have both 'workstation' and 'advanced workstation' licenses. Attached is a snapshot from My Account on Acronis' website to show you what I see.

I apologize for any lack of information, but I've never used this software before. I'm taking over from my predecessor at my new workplace and this is the account that the company had for these licenses. Anyway, any help would be greatly appreciated.

You have rather weird set of licenses in your account. 'Server for Windows' and 'Workstation' licenses are for standalone editions of the product, and you can install the product using them, without license server, (such keys can't be added to license server at all). Licenses for Universal Restore addon in your account are all advanced ones, and are useless without base 'advanced' licenses, such as 'Advanced server' or 'Advanced workstation'. Can you please post screenshot of license server (with blanked-out exact licenses of course)

Error message that you get ( 'There is no license key for the current operating system on the specified license server.' ) suggests that you are trying to install 'advanced' edition of the product, for which, indeed, you have no base license to install the product itself.

dev-anon

Thanks for getting back to me so quickly. As for the licenses set, they seemed odd to me as well, but I chose not to question. However, I have a question for you now: With my set of licenses, I'm trying to perform a backup and restore to differing hardware. Is that possible with what I have? Or have they managed to not purchase that with their sweep of the licenses? Attached is the screenshot you requested.

Now, with that error message, I was simply trying to install anything I could from the suite, since nothing that had managed to install was helping me further my attempt at backup and restore to another machine. Does this mean that those licenses on this account are useless until I convince the company to purchase the base product? And does Acronis even bother selling the base 'advanced' product of 10 anymore? I'm not completely sure what I'm looking at here and what I have to work with. Thanks in advance for the help!

So, on the screenshot you have all your 'advanced' licenses, (with Advanced Server split for four virtual machines) and no 'standalone' ones. As you have 'full' licenses of standalone type only, you can either
A) get 'standalone' installer - download it from your account (that will be about 400 Mb of size), install it with standalone licenses you have then contact support and exchange you 'advanced universal restore' licenses for advanced workstation and advanced server to corresponding standalone ones. I hope they will figure out how to do it. After that you'll be able to create bootable media with universal restore option.

or B) - purchase 'advanced server' of version 11 and downgrade it to version 10. You'll be issued license keys of version 10 and in any moment you can start using version 11, you don't lose right to use it in case of downgrade.

dev-anon

First of all, thank you for supplying me with all this information. Second, I contacted my supervisor and he wants me to get more information and a quote for possible future purchases in order to fix this problem.

So, based on what I have now, if I'm just going to use this software for the ability to create restores to differing machines, I just need to get the Universal Restore for the Backup and Recovery Workstation licenses, correct? I won't need to control all of this from a centralized location, so I don't see why I should stick with the advanced versions, but I could be mistaken.

Anyway, just let me know what I need to get so I can start gathering together some information for my supervisor. Also, do they still sell copies of the B&R 10 Workstation Universal Restore? I couldn't find it on their website.

Thanks in advance!

Salvatore,

Acronis support have a support section where they can advise you on licences required.

If you contact them I'd suggest doing it by email so that you have a complete copy, Chat does give you a copy of the session, but emails make it easier to track who said what and when.

To my knowledge Acronis no longer sell ABR10 products, but they might be able to do something for you given your circumstances, but only Acronis can tell you that.

Also, do they still sell copies of the B&R 10 Workstation Universal Restore

They sell that of B&R 11 that can be downgraded too.

I'm having installation issues with Acronis Core Agent. I get the "installation was interrupted" error. I have attached a log. Your assistance is greatly appreciated.

My goal is to perform backups of 3 W2K8R2 servers. Server1 is a domain controller. Node 1 and Node 2 are Hyper-V Failover Cluster servers each running multiple virtual machines.

I am trying to install ABR 11 Virtual Edition (ABR11A_17438_en-US.exe) on all 3 servers. I used the local Administrator account to perform all installations.

On Server 1, I selected "Centrally monitor and configure the backing up of physical and virtual machines" and "Connect to remote machines" when prompted during installation, imported my license keys from file, and "The Acronis Backup and Recovery 11 components have successfully installed." Installation created 1 Domain User and 4 Domain Groups.

On Node 1, I selected "I want to manually select the components and customize the installation process." I accepted the default, "Agent for Hyper-V", only. I was able to obtain a license from Server 1. When prompted to "Specify credentials for the Acronis services", I was able to authenticate and select the Acronis domain user account but did not know the password.

My questions are:
1: Am I supposed to assign a password the Acronis domain user account before installing the Hyper-V Agents?
2: Will this process also back up the domain controller and the clustered nodes as well as the VMs?

Thanks,
Vint

You can change password for this user yourself and then change it properties of all services that run under it on Server 1. This password is not stored anywhere else. As you are installing agents on the nodes of the cluster, make this user domain administrator (page 20 of installation guide)
2. "Agent for Hyper-V" backs up only virtual machines. Physical disks may present in the selection tree, but backup will fail if you select them. To back up virtual machines on failover cluster you need to install agent for Hyper-V on both ( and need two licenses for it).
Unfortunately I don't know what components are installed with checkboxes you selected on Server 1, but in order to backup it, you need to have installed there Agent for Windows. You can run installer again and choose 'modify' for it to check if it is installed and install if it isn't. It requires a license too.

Thank you dev-anon. I am dissapointed with the licensing issue. When I spoke to your sales rep and asked for a quote, he assured me that the Hyper-V licenses (I have 2) would also backup the parent partition.

I have assigned a password to the Acronis domain user account.

I have read page 20 of the installation guide. I am unsure at what point I was to enter the account name. Are you referring to the "Select whether to register the agent and/or the storage node being installed on Acronis Backup & Recovery 11 Managment Server" prompt? (screenshot attached).

I responded with the local administrator prompt. This may be why I had a local account created on Node 1 called Acronis Agent User.

Assuming I should have used the Acronis domain user account, how do I recover? Should I uninstall and reinstall or can I change the Log On properties (account) for the Acronis Managed Machine Service on Node 1?

Thanks,
Vint

I am dissapointed with the licensing issue. When I spoke to your sales rep and asked for a quote, he assured me that the Hyper-V licenses (I have 2) would also backup the parent partition.

Agent for Hyper V installed on the same host with Agent for Windows will share one "Virtual Edition " license.

I have read page 20 of the installation guide. I am unsure at what point I was to enter the account name.

It's described in 2.1.2.2 -
8. If prompted, specify one or more of the following parameters depending on your component selection:
Credentials for the Acronis Backup & Recovery 11 component services. By default, the setup program will create a dedicated user account for each service.

May be it was not available if you didn't check the lowermost button to 'manually select components to install' on the very first screen.

or can I change the Log On properties (account) for the Acronis Managed Machine Service on Node 1?

Yes. However, if you intend to backup up Hyper-V cluster, you need to make this account a domain administrator or change, on the same logon properties tab, user for this service to domain admin. ( from install guide - When installing an agent on a failover cluster node, such as a Hyper-V cluster node, specify an existing account of a domain user for the agent service. )

I moved all my applications using PC Mover from a 32 bit W7 machine to a 64 bit W7 machine. B&R 10 would not work after the move so I tried to uninstall and reinstall. The uninstall failed. I tried uninstalling using Control Panel, which completed, but said there were still some components that I would have to remove manually. I deleted all the remaining folders, etc., and tried to reinstall. It failed saying that a previous version was already installed. I tried your cleanup untility; that failed. I tried cleaning the registry. Still no joy. I am stuck in limbo. I can't uninstall and can't reinstall. MSI log and SysInfo attached. I tried third-party uninstall tools. No evidence of Acronis on the system. At this point I'm ready to move on to another backup and recovery solution.

Hello IT Administrator,

Thank you for your reply.

When moving applications from a 32-bit to a 64-bit system, you can run into unexpected results. As Acronis is using SnapAPI driver that resides at the upper and lower filter in windows you cannot successfully move the application. In this case, we recommend uninstalling and installing the product.

In order to run the cleanup utility successfully, you have to start the cmd window with admin rights. Otherwise, the user access control (UAC) starts the tool without admin rights. As a result, the cleanup does not work properly.

I have looked into the nfo file I could see, that the Management Console is installed. So far, please prepare your machine in this way:

• Uninstall all Acronis Products using the normal start menu or system control to remove the modules;
• Restart the machine, if asked to do;
• Then start the cleanup utility for the old product. In your case Acronis Backup & Recovery 10. Go to Start -> type cmd -> in the search result right click on cmd and choose Run as Administrator.
• Restart the machine, if asked to do;
• Start Setup of Acronis Backup & Recovery 11.5 and install the product.

If you need additional assistance for these steps, please contact support. You can find your available support options in our Customer handbook.

Let me know if you need additional help please.

Thank you.

I am running into issues installing Acronis Backup & Recovery 10 on a SBS 2008 server. I am using BackupRecovery.13544_s_n for the installation. After giving the installer the license key, I am presented with this error:

An error has occurred during the installation. See details below.

Code: 06442528
Line tag: 0x2289665869721ea1
Message: Internal error

Suberror
Code: 01008
Line tag: 0xbd28fdbd64edb8bc
Message: An attempt was made to reference a token that does not exist.

When I close the error message, the installation window goes away and does not indicate which module , if any, failed. Nor does it give me the option to view the msi log. I have run the AcronisInfo Utility and attached the results.

Thank you in advance for any assistance you can offer.

This may happen if you have roaming profile enabled for the user under which you performs installation. or if antivirus software blocks the installer's activity as suspicious. In acronisinfo file you attached I see that there are some Acronis processes and services installed and OS is 2008 R2 - is it collected from machine where installation failed?

Trying to update Acronis Backup & Restore 11 from build 17217 to 17440. Error message is:

Acronis Backup & Recovery 11 Agent Core
Code: 013795829
Line tag: 0x851efe822fcbb704
Message:

MSI log and System Info attached.