Acronis Backup & Recovery 10 Adv Ed - Problems while installing "Bootable Mediabuilder"

Sorry i forgot:

System: Windows 7 x64

Hello ws282,

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

I have analyzed your installation logs and unfortunately it is not clear why this issue is occurring. Please submit a support request with this log and the AcronisInfo report, so that our Support engineers can resolve this for you.

Please let me know if you have any other questions.

Thank you.

Hi, I get the same error under Windows XP deinstall/install again doesn't help error code is 2349. The same content as under Win7 64.

Toni

Hello Anton,

a few minutes ago i opened a support request.
When i will get an feedback, i will send the AcronisInfo.

Walter

Hello Anton,

i just downloaded the AcronisInfo.
When i start it like this:
AcronisInfo.exe c:\tmp\acr\acrinf.log

an error occures:
This is not a valid 32 bit application
(c:\tmp\acr\AcronisInfo.exe ist keine zulässige Win32-Anwendung)

Then teh program ends.

Walter

Hello all,

Thank you for your messages. I have a small update about this issue. As a workaround, uninstall the media builder from add/remove programs first, and then try to update our program again.

ws282,

Do you start the AcronisInfo report through a command prompt or by opening the small executable file? In any case, if it still fails to run, please provide the msi log and Windows System Information file.

Let me know if you have additional questions please.

Thank you.

Hello Anton,
after the update failed the first time, i removed the "Bootable Mediabuilder" from the System by using the Acronis Installer.
The program isn't present on the system at the time.

It doesn't matter if i start the AcronisInfo Tool from the small execution window or from the Commandshell.
It always fails.

In the attachment you'll find the output of sysinfo.

Thanks
Walter

Here the same Info's as nfo file.

Walter

Hello Walter and Antonio!

Thank you for your commenet and posts, I will be glad to assist you!

Dear Antonio, thank you for finding time to report about the issue. Unfortunately due to the lack of investigation information it is difficult to identify the case of the problem. Could you please kindly gather the following information: 

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

After that please kindly contact support directly and let me know the case number - I would like to make sure that it is handled in a proper way.

Dear Walter, thank you for the information provided! I have carefully checked the attachements and everything looks fine, so in order to resolve the issue I would suggest you to do the following: 

1. Redownload the installation file of the product you're attempting to get installed from your account
2. Run Acronis Backup and Recovery Clean Up utility to remove all the traces which could have been incorrectly assigned
3. Make sure that the needed services are started:
   - COM+-Systemanwendung
   - COM+-Ereignissystem
   - Distributed Transaction Coordinator
   - VSS
4. Install the product

This should help to resolve the issue. Should the problem persist, please kindly regather the information mentioned above and submit a support request. Let me know the case number, and I will find a respective German support engineer to assist you in a timely manner.

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 Antonio, hello Yana,

1. Redownload the installation file of the product you're attempting to get installed from your account
I did already yesterday night.

Before i delete Acronis: How can i save the Backupplan?

Thanks
Walter

Hello Yana, hello Antonio

here is the Support ID:

00650577 - Installationsfehler [ ref:00D3Zcb.50058cz1y:ref ]

Walter

Soory AcronisInfo doesn't work under my WINXP.
I am not able to send you data. !!
Toni

Below output from AcronisInfo

Z:\>AcronisInfo.exe Z:\acrinf.log
Failed to generate the report from log 'System'.
Failed to generate the report from log 'Application'.

Toni

Dear Walter!

Thank you for your question and many thanks for the case number. I have contacted our German Support, and they took an ownership of the case. So you will receive a reply as soon as they finish analysing and reproducing the issue (it shouldn't take long). I would appreciate if you could kindly let me know whether there is any procrastination with the reply from support - I will be glad to spee dup the process.

I regret to inform you that in case you are reinstalling the software there is no possibility to save the Backup plan, so you will have to recreate it. I completely understand how inconvenient it may be, and we are currently working on improving the situation, but yet there are not timeframes regarding release of this fix available.

Please don't hesitate to share your concerns and feedback with us - we will be glad to assist.

Thank you!

Hi,

I have the same issue with B&R "Standard" Edition. I'm also using 64Bit (Windows Server 2008R2) and I personally asume that it has something to do with the automatic integration of the serial number into the BartPE Plugin. Before the error appears the BartPE folder is created and the License....exe can be executed manually, BUT NOT with the .bat file....

Maybe this information points in a specific direction.

Volker

Hello together,

this moring i had contact with the German Acronis Support and i send them all the information i collected yesterday.

The workarround is to download the Product native bootable media from the Acronis Download Area.

The Support will give the Case to the Software Engineering.

That's all i can tell you at the moment.

Thanks
Walter

Hello all,

I have some new information regarding this issue. It affects only German builds. We have now corrected the issue, however, all the customers who installed the latest German build of our software yesterday and experienced this error message -

- Es liegt eventuell ein das Paket betreffendes Problem vor.

please perform the following to get this resolved.

Re-download the German build once more, I am terribly sorry for the inconvenience. Use Acronis Backup and Recovery 10 clean-up utility, you can use our German Knowledge Base article for more details, to get rid of all traces of the previous, unsuccessful installation of the 11639 build.

Re-install the program from the newly downloaded German build 11639.

Please let me know if you have additional questions.

Thank you.

Hello Anton,

i re-download the file and start the installer.

By selecting "Modify" i could install the "Bootable Mediabuilder" without problems.

Thanks for your help.

Walter