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

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 11.7, 12.5, Acronis Cyber Protect 15 and Acronis Cyber Cloud services (including Acronis Cyber Backup Cloud) do not support Windows-based machines with ARM and ARM64 CPU architecture.

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

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.

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

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.

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

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.