Installation

Symptoms

  1. You try to install Acronis Backup on your Debian machine.
  2. You cannot install neither 64-bit version, nor 32-bit version of Acronis Backup.
  3. Installation fails with :

    Please use installer compatible with x86_64 OS.

Symptoms

You try to install Acronis Cyber Backup 12.5 or Acronis Cyber Protect 15 on a machine where a NIC is disconnected or missing. Both Management Server and Agent are selected for installation.

At 99% of installation progress you get an error:

Registration failed.

Backup agent: "Failed to connect to the management server"

Manual registration fails with an error: ZmqGW return empty AMS addresses list

Cause

Issue in the product.

Symptoms

You have installed Acronis Cyber Protect 15 software and attempt to deploy Agent for Scale Computing HC3 (Virtual Appliance);

Deployment of the Agent for Scale Computing HC3 (Virtual Appliance) instantly fails with the following error:

Failed to download the virtual appliance. Check the Internet connection on host <hostname> or download the file...

This article applies to:

  • All Acronis software

Symptoms

  1. You are installing Acronis software in Windows
  2. Installation fails with:
    The Windows Installer Service could not be accessed. This can occur if the Windows Installer is not correctly installed. Contact your support personnel for assistance.

Cause

Issue in the Windows Installer.

Symptoms

Acronis Agent remote installation or update fails with the following error:

Failed to verify the security certificate of the file

%ProgramData%\Acronis\InstallationLogs\%Date%\bootstrapper.log file contains the following error:

Symptoms

  1. You want to install an agent in an environment with a proxy.
  2. You have configured proxy according to the user guide (Acronis Cyber Protect 15
  3. Agent registration fails with the following error:

    503 service unavailable

Cleanup Utility is a console application that removes all Acronis products and their components from Windows.

(!) Cleanup Utility should be used only in case the product fails to be uninstalled the usual way from Windows Control Panel or using the installation file.

Symptoms

Symptoms depend on the product version:

  • Acronis Cyber Backup 12.5 builds 16180, 16318, 16327, 16342, 16343 contain build 0.7.127 –  SnapAPI module will not compile on kernel 5.8 and later
  • Acronis Cyber Protect 15 builds 24426, 24508, 24515 and later contain SnapAPI build 0.7.133 which imminently leads to kernel crash and the following error: 

cannot execute binary file: Exec format error
when trying to execute any binary file.

Symptoms

Agent installation or update on Windows Server 2008 / R2, Windows 7, Vista fails with the following error:

Windows cannot verify the digital signature for this file. A recent hardware or software change might have installed a file that is signed incorrectly or damaged, or that might be malicious software from an unknown source

Cause

The issue is caused by SHA-2 digital signatures missing on older Windows systems.

Symptoms

Remote agent installation or auto-update fails with the following error:

Certificate from <DC address> did not pass the verification. certificate verify failed

You install an Acronis product in a Windows operating system. Installation fails with these messages in MSI log: "MainEngineThread is returning 1603" or "MainEngineThread is returning 1618" error in log

Symptoms

  1. Agent setup hangs during update due to deadlock in DeviceLock agent.
  2. Windows System log contains messages from Service Control Manager:
  • A timeout (600000 milliseconds) was reached while waiting for a transaction response from the Device Lock service.

OR

1. Agent installation, uninstallation, or update fails with "Fatal error during installation",

Symptoms

You're attempting to install the Acronis Agent remotely from the management console into the Domain Controller machine; Installation fails with: "The operation has failed with result '1603'"

AB64 log (C:\ProgramData\Acronis\InstallationLogs\"logdate"\AB64.msi.log) on the the target machine shows the following error:

Symptoms

  • After agent uninstallation, a new record is created in HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Session Manager\PendingFileRenameOperations
  • There is an application in the path C:/Windows/Temp called "cyber_cloud_uninstaller_wl_enterprise.exe".
  • As a result, you may have issues with installation or update of other software (SQL, Exchange, etc) because of the pending reboot.

Cause

Symptoms

Installation of Acronis Agent for Windows on a machine with ARM CPU architecture fails with:

This app can't run on your PC.

Cause

Acronis Cyber Backup 12.5, Acronis Cyber Protect 15 and Acronis Cyber Cloud services (including Acronis Cyber Protect Cloud) do not support Windows-based machines with ARM and ARM64 CPU architecture.

These Acronis products cannot be installed on ARM-based machines.

What should be checked if an Acronis Business product does not accept serial number

This article applies to:

  • Acronis Cyber Protect 15
  • Acronis Cyber Backup 12.5
  • Acronis Snap Deploy 4/5/6

Symptoms

Agent update on Linux fails with:

The process is already running.

Cause

There is an orphaned lock file ( /tmp/trueimage_inst.lock ) left from an earlier update attempt that had been interrupted (by e.g. a hard reboot, power loss, power-off of the machine, manually stopping the installer's/updater's processes, etc.).

The below applies, in the form it is written in, to Debian 11 with kernel 5.10.0-10 ; however the general considerations, mechanics, and approaches can apply to other versions of Debian 11, its kernels, and to other Linux distributions as well (e.g. derivatives based on Debian (11), and potentially to non-Debian distributions as well.