ABR10 Advance Server-can't install on WS

Dear David!

Thank you for finding time to report about the issue. I completely understand your concern and will be glad to shed some light to the situation.

As far as I understood your client is trying to install Acronis Backup and Recovery Advanced Server SBS Edition onto the XP machine, correct me if I'm wrong. Should I be wrong, I'm afraid he will not be able to do it since Acronis Backup and Recovery Advanced Server SBS Edition supports only SBS OS Edition. In case you would like to perform centralized backups for Workstations you will need Acronis Backup and Recovery Advanced Workstation. You can find the demo version here as well as all the User's Guides here.

Should your customer already be using Workstation edition, we will need to take a closer look at the issue. Unfortunately due to the lack of diagnostic information I cannot be sure in the cause of the problem, so I would appreciate if you could kindly specify us some additional details:

1. The exact sequence of actions that lead to the problem you report, so that we can reproduce it?
2. The screenshot of the error?
3. The full name of the product your customer is using?

I would appreciate if you could kindly keep us posted regarding the issue so that we could provide you with further assistance if necessary. Should you have any further questions - just let us know, we will be happy to help you!

Thank you!

Client purchased SBS edition with 5 ws licenses. The WS agent will not install.

David,

ok, thank you for clarification, than we need some more details regarding the issue.

1. The exact sequence of actions that lead to the problem you report, so that we can reproduce it?
2. Full error message.
3. Whether you are installing locally or remotely.
   Should you install remotely, please gather Wireshark logs and - if possible - try to install locally.
   Should you install locally, please provide us with the MSI log of the installation.
4. Please make sure that the target machine is accessible from Windows (either ping it or enter the remote machine shared folder).
5. Please check whether you can access the following folder, needed for assigning installation modules: 
   \\computer_name\Admin$
   By default the Admin$ share is set to C:\Windows, but it can be reconfigured to a different folder or even deleted completely. You can check whether Admin$ share exists and what folder it is set to it with the use of the net share command in the Windows Command Line interface.
6. Acronis info from the machine in question.
7. The screenshot of the error.
8. If possible, please send me via PM one of the WS licenses - I'd like to make sure that they will not cause you any problems.

Please kindly contact us with the info gathered - it will allow us to identify the exact cause of the problem.

Thank you in advance for cooperation, we will be waiting for news from you.

here is what I have done:

Acronis Backup & Recovery Steps

What is installed?
1. Acronis License Server
2. Acronis Backup & Recovery Management Console
3. Acronis Backup & Recovery Components and Builder

What do I want to do? Install needed files to Windows XP machine which I have (1) disabled Fire & print sharing and (2) open a port for File and print sharing in Window firewall.
The server is a Windows Small Business 2003 server with 5 licenses.
Steps:
1. Use Acronis Back & Recovery Management Console from the SBS 2003 server. AV is Clamwin. No firewall
a. I use Acronis Backup and Recovery 10
b. And Not Manage Local machine
2. Tools
3. Then Install Acronis components
4. Next
5. I have a choice of use (1) use licenses from the following Acronis License server or (2) Use the following trial key. I use item #1 and type in my server name
6. Next
7. Next
8. Specify the location of the component installation file. I have 3 choices: (1) From the registered components, (2) on removable media or (3) In the following location which I is the directory that I extracted all the files. I am using the “registered components”.
9. I get a list of all the registered components. So I highlight the items that I want to install so I have highlighted (1) Acronis Backup & Recovery agent, (2) AB&R Bootable components and (3) AB&R management console.
10. Next
11. I then have 2 choices (1) I will register the component later or (2) register on the management server on the specified machine. I have tried item #2 but Acronis won’t establish connection to the server so I use item #1.
12. Next
13. I now have a choice to (1) Select machines on the network; (2) enter machines manually or (3) get the machines from a list. I want to select machines manually.
14. Next
15. Now I see the Windows network. Since the machines are “not in a domain” so I click on the workgroup. I have tried the domain route but this has failed also. So when I click on the workgroup, I see a list of machine names. However, this list is wrong ie several machines don’t show up. One machine showed up 10 minutes ago. I check Windows Explorer and the machine didn’t show up, I rebooted the XP machine. The XP machine can see the shares on the server but the server can’t see the workstation. Weird.
16. The machine has shown up in the list. So now I am stopped.

So how do I continue?
I repeated the steps on a Windows 7 machine. AV is Microsoft Security essentials. Windows 7 firewall. I can click through the installation steps after choosing agent for Windows. Then after Acronis starts to install, then it stops. Error "installation has failed". Acronis sees the IP address of the machine. Machines are 6 inches apart.

questions:
1. How can I provide you the MSi logs when I am installing from the management console?
2. Why does the remote machine need a shared folder?
3. License is for server and 5 ws. I presume that license is valid for the ws or am I wrong?
4. Do you acronis info on the SBS 2003 server or the ws that I am trying to install to?
5. MSI log for which machine? SBS 2003 server or ws ?

thanks

here is the acronisinfo file for sbs server.

Here is the acronis info file for the Win 7 machine.

Hello David Sherman,

Thank you very much for your reply. I will certainly assist you.

Thank you very much for the AcronisInfo. I am terribly sorry, but unfortunately we need additional log files to resolve this issue.

If you can kindly check Yana's post, we would very much like to see the Wireshark logs together with the Msi logs.

Thank you very much for your patience and cooperation.

Please let me know if you have additional questions.

Thank you.

Do you wireshark run on the server or on the workstation?
How will wireshark help in determining why the ws installation failed?

thanks

Here is the wireshark log. Hope it helps.

Dear David!

Thank you for your question and for sharing your concern with us. I'm really sorry for we have to ask you to gather so many information, but it is required for successful investigation - we are really willing to help you. I will entirely understand if you find response time on Forum unacceptable and decide to contact support for immediate ongoing assistance, but I would appreciate if you kindly keep us updated regarding the case.

Wireshark is required for tracking network activity. The issue could have been caused by several reasons, including unstable network connection. PCAP logs will show us whether we can access the target machine properly. You need to run it on the Server and after that reproduce the issue. Please check the instructions for more details.

MSI logs is created automatically even when you are installing remotely, feel free to check this article for more details.

Also please keep in mind that should you customer be using Trial version of Acronis SBS Server he will be able to install the Agent onto 5 machines. But all of them should run Windows SBS OS edition. 1 license of full version of Acronis Backup and Recovery SBS Server includes only 1 Agent for 1 machine to be installed on: according to the Acronis License Policy you will need one license for one computer your are going to backup or restore. Since it is not really clear what exact licenses your customer is using I asked you to speify me the product's key via PM, but I will understand if it's not convenient for you.

Let me know in case something is still confusing you - I will be glad to clarify.

Thank you in advance for cooperation!

I won't have the license form from Techdata until Tuesday. I thought that license that I saw was for 1 SBS server and 5 work stations. Until I see the license from techData, i can't PM it to you.

thanks

Dear David!

Thank you for your reply.

I'm really sorry for the inconvenience and for misunderstanding caused.

Unfortunately full license of Acronis Backup and Recovery Advanced Server SBS edition doesn't to backup additional machines with non SBS server OS. You can see the list of supported OSes here.

Should you have purchased the license from our direct sales, it may appear to be a volume one, and may contain Agents for additional machines, but again, they should be of SBS OS only.

Anyway I will wait for news from you and for the license to check - just to be sure in the cause of the problem.

Thank you once again for your understanding and cooperation. Feel free to share you concerns and questions with us - we will be glad to help!