Cannot install on windows 11 - Skips the download from server files part, and agent installer row back with unknown error.

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Hello, everyone.

 

I'm hoping, someone ad already get this kind of problem:

The installation is for a windows surface with 3 years, with (i supose) the same OS from factory - today is a windows 11, but it must have been a windows 10 free updated - The  updates are all in, I have recently updated it to the 23H2 version, with a reboot at the system either.

When we try to install the latest software for Acronis Cyber Protect Cloud service, it starts by not doing the regular download from the server, with the files for installation. It skips it, and it starts to install, but it fails at the end, with a unknown error and row back. It says, that it's because it fails to delete a object at appdata/temp file. You can pull the bootstrapper logs and BackupClient64, and I did.

It somehow recognizes the OS as a Windows7_SP1, and all the troubles start from there. There are connection errors, register errors. But the same happens, when you try to  use a different network. Even, with a hotspot. Desabling the Firewall, doesn't result either.

Does somebody knows how to resolve this issue? Without reinstalling the OS, of course?The Acronis Cyber Security Cloud, is compatible, with both Windows 7 and Windows 11.

 

Thank you, anyway

Attachment Size
bootstrapper.log 22.52 KB
Tue, 11/28/2023 - 16:27
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truwrikodrorowrelupicugojestutroclulachosaswunuhospikigawakijosaswenomaruclojeueclikaspedrubewidebrisubrohutrurifruuagothunugekedrumucisiuobrobrecrupeslapuswosluprothethibakaslechurathikucli
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Posts: 2
Comments: 1727

Hello!

I have raised a ticket so our support can help you with the issue.

The reference ticket is 06192246.

You can expect a reply as soon as possible.

Best regards.

Tue, 11/28/2023 - 17:43
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