Acronis Snap Deploy 4: Troubleshooting Installation Issues

1. To be able to install Acronis Snap Deploy 4 OS Deploy Server, you need to have at least one machine license or deployment license on Acronis Snap Deploy 4 License Server. See more here: http://www.acronis.com/support/documentation/ASD4/index.html#15488.html

2. Make sure the operating system is supported by Acronis Snap Deploy 4, see: http://www.acronis.com/support/documentation/ASD4/index.html#13454.html

3. Make sure your machine meets the hardware requirements, see: http://www.acronis.com/support/documentation/ASD4/index.html#21318.html

4. Make sure necessary ports are open. If you are using a firewall, you may need to set the appropriate access options. See: http://www.acronis.com/support/documentation/ASD4/index.html#13455.html.

Follow the correct installation procedure depending on your installation method:

• Typical installation
• Remote installation

Follow these instructions to uninstall Acronis Snap Deploy 4: Uninstalling Acronis Snap Deploy 4.

Symptoms:

• Installation from the standard installer (.exe file) hangs at some step and installation cannot be completed
• Installation of some component (.msi file) hangs

Possible causes:

• Insufficient resources to proceed with the operation
• Another software blocks operation
• Another msiexec.exe operation is not completed
• Installation hangs on resolving system paths (i.e. access is denied)
• System drivers cannot be installed
• Older Acronis files cannot be replaced
• Issue in the installer

Troubleshooting:

• Check system requirements needed for installation and supported operating systems mentioned in user guide.
• Lockup can be caused by corrupt installer, hence, make sure you downloaded the file completely and ensured correctMD5 check sum
• Disable antivirus software, firewall and all other security software which could block the installation, see
  46430: Acronis Software: Antivirus Affection on Acronis Products
  46440: Acronis Software: Firewalls Affection on Acronis Products
• Using Task Manager make sure that no other msiexec.exe operation is running at the same time - if it is the case, wait for it's completion or stop the process manually to proceed with Acronis installation.
• To prevent ''access denied' errors run installation under Administrator account.
• Generally, proceed as described in 45992: Acronis Software: Troubleshooting Application Lockups

If the issue still persists, it should be investigated by support.

Please collect Installation (MSI) log, System report, Process monitor log and dump as described in the Collect information section and contact Acronis Customer Central.

Symptoms:

• Installed Acronis product cannot be launched
• Product startup icon is missing
• Acronis Windows services are missing or cannot start
• Installed components are missing in Acronis console

Possible causes:

• Not all components are installed
• Installation is corrupt
• Some installation or configuration issue

Troubleshooting:

• Check which component is missing, run the installation again, select components manually and make sure the missing component is selected for installation.
• In case installation completed with errors, run repair installation or install from scratch.

If the issue still persists, it should be investigated by support.

Please collect Installation (MSI) log and System report, as described in the Collect information section and contact Acronis Customer Central.

Symptoms:

• Installation of Acronis product ends with rollback on initial attempt to install Acronis on a machine

Possible causes:

• Software/hardware drivers incompatibility
• Installation is blocked by antivirus software, firewall etc.
• License issues
• Issues with components dependencies and other (Acronis) products
• User-related issues (insufficient rights, incorrect credentials etc.)

Troubleshooting:

• Check if there are any installation related error messages in the Windows event logs
• Disable Firewall and Antivirus check for Acronis files, see
  46430: Acronis Software: Antivirus Affection on Acronis Products
  46440: Acronis Software: Firewalls Affection on Acronis Products
• Make sure installation is performed under Administrator account.

If the issue still persists, it should be investigated by support.

Please collect Installation (MSI) log and System report, as described in the Collect information section and contact Acronis Customer Central.

 Symptoms:

• Installation fails over already used (or not completely uninstalled) Acronis version with rollback

Possible causes:

• Previous version installed incorrectly
• Previous version uninstalled incorrectly
• Upgrade over a very old version (older drivers or registry entries cannot be removed automatically, cleanup tool does not help)
• Operating system issues (Microsoft libraries missing or corrupt etc.)
• User-related issues (insufficient rights, incorrect credentials etc.)

Troubleshooting:

• Try to repair previous version using Acronis installer and reinstall update/upgrade
• Try to remove previous version using standard procedure
• In order to resolve Windows issues it may be required to reinstall operating system, but check Acronis and Microsoft support first, if there are any known related issues with solutions
• Check used credentials and make sure the update is installed under Administrator account.

If the issue still persists, it should be investigated by support.

Please collect Installation (MSI) log and System report, as described in the Collect information section and contact Acronis Customer Central.

Symptoms:

• Installation fails and an error message is displayed

Possible causes:

• Failed to create a new user for Acronis services
• Acronis services cannot be registered properly during installation
• Failed to grant required privileges to an existing user
• The Windows Installer process has insufficient contiguous virtual memory to verify that the .msi package or the .msp package is correctly signed
• An issue with your Windows operating system which is unable to install the redistributable components of C Runtime. For example, installation of Microsoft Visual C++ 2008 Redistributable Package (or similar) will fail in the same way
• During installation, the Acronis Services have not been started/stopped in a timely fashion by the operating system

Troubleshooting:

• Check for known issues.
• If installation fails immediately check if you are using correct installer, correct product and installing on a supported operating system. Make sure you downloaded the file completely and ensured correct MD5 check sum.
• Make sure that the machine has enough resources to proceed with installation.
• Check Acronis KB article 10952: Acronis Backup & Recovery 10: Installation Rollback Due to Insufficient Registry Access Rights. To avoid general access issues ensure that you are installing under administrator account.
• If it is not the first attempt to install Acronis, make sure the previous installation was completely removed from the machine and try again
• Troubleshoot windows errors in Microsoft support.

If the issue still persists, it should be investigated by support.

Please collect Installation (MSI) log and System report, as described in the Collect information section and contact Acronis Customer Central.

Symptoms:

• During installation the Operating system hangs and does not show any activity or reacts on Customer’s actions the system ceases to response to inputs). A hang (lockup) differs from a crash, in which the operating system shuts down.

Possible causes:

• Installing product on an unsupported operating system
• Hardware, including memory (RAM) issues
• General system instability, caused by viruses and/or unresolved internal problems.
• File system issues
• Driver incompatibility
• Errors in system components, caused by Acronis installation.

Troubleshooting:

• Make sure the operating system is supported; see the list of supported operating systems.
• Make sure, the machine suits system requirements; see system requirements
• Check your machine for hardware, disk and file system issues using chhdsk /f /r command. In case some disk or file system errors cannot be fixed we cannot guarantee successful installation.
• Disable any software and processes, not essential for system functioning, especially antivirus software

If the issue still persists, it should be investigated by support.

Please collect Installation (MSI) log, System report, and Process monitor log as described in the Collect information section and contact Acronis Customer Central.

Symptoms:

• Installation from a remote machine fails with an error

Possible causes:

• Ports required for remote installation do not accept connections
• Remote connection errors
• Access issues
• Insufficient privileges
• Not all required remote installation components are available

Troubleshooting:

• Make sure you have ports 445, 9876 and 25001 open, see Using telnet to Test Open Ports;
• Make sure the specified machine address and credentials are correct and the machine is available (try RDP connection under the same user for check);
• Disable Simple file sharing on the remote machine:
  Windows XP: Control panel -> Folder options -> View -> Use simple file sharing
  Windows Vista or later: Control panel > Folder options > View > Use Sharing Wizard
• Enable File and Printer Sharing on the remote machine:
  Windows XP with Service Pack 2 or Windows 2003 Server: Control panel > Windows Firewall > Exceptions > File and Printer Sharing
  Windows Vista, Windows Server 2008, or Windows 7: Control panel > Windows Firewall > Network and Sharing Center > Change advanced sharing settings
• Make sure that the user whose credentials you use for remote installation is a member of Local administrators group on the target machine;
• Make sure that the administrative share on the target machine is accessible from the source machine:
  Go to Start -> Run and type \\Target_machine_name\admin$\ (or \\Target_machine_IP\admin$\). If the share opens correctly, check if the user under whom you are trying to install the software can copy and paste files to and from this location. If the share does not open and access cannot be granted due to a specific domain policy, install through Group Policy, see Web Help: Installing the agent through Group Policy;
• Disable User Account Control (UAC) if the remote machine is not a member of an Active Directory domain;
• Make sure that you downloaded all required components for installation.

If the issue still persists, it should be investigated by support.

Please collect Installation (MSI) log, System report, and PCAP log as described in the Collect information section and contact Acronis Customer Central.

 As workaround you can install the software locally.

Symptoms:

• Uninstallation of some Acronis component fails

Possible causes:

• Failure on removing drivers, folders, files etc.
• Failure on unregistering modules
• Previous installation corrupt
• Installation package missing in operating system
• Access denied issues

Troubleshooting:

• Try to uninstall everything from Acronis using Control panel in Windows.
• If some component cannot be removed per standard procedure, try to remove it using command line:
   msiexec /x {package | ProductCode} > C:\uninstall.log.
• If this does not help check uninstall.log for an error and search for for known issues.
• Use Cleanup Tool to remove Acronis r uninstall manually as described in Acronis Backup & Recovery 11: Manual Uninstallation
• Remove old Acronis logs manually: 35086: Acronis Backup & Recovery 11.5: Uninstallation Does Not Remove Log Files
  

If the issue still persists, it should be investigated by support.

Please collect Uninstallation (MSI) log and System report, as described in the Collect information section and contact Acronis Customer Central.

Symptoms:

• Installation fails with error "Operating system is not supported"
• Not possible to choose some components during installation
• Acronis does not work properly after installation

Possible causes

• Wrong product purchased
• Wrong installer downloaded
• Operating system is not supported by the selected product

Troubleshooting:

• Check if you are using correct installer, correct product and installing on a supported operating system.
• Try to reinstall the product.
• Make sure that you follow instruction from user guide ans install all needed components, see Web Help: Acronis Snap Deploy: Supported operating systems
• Search in Acronis Knowledge Base for known issues.

If the issue still persists, it should be investigated by support.

Please collect Installation (MSI) log and System report as described in the Collect information section and contact Acronis Customer Central.

 This log is mandatory on all occasions. Please proceed as described in here: Creating an MS Installer Log of Acronis Software.

This report is mandatory on all occasions. Please proceed as described in the article: AcronisInfo Utility.

If the installation freezes (hanges), does not continue for a long time or it is not clear what is causing an error, proceed as described in the article: Collecting Process Monitor log.

If the whole operating system has hanged, proceed the following way:

• Create a batch file with following content:

C:\ProcMon\procmon.exe /backingfile C:\ProcMon\freeze.PML

("C:\ProcMon\" is the path to process monitor folder - change it accordingly)

• launch created batch file before reproducing the issue.

• After OS freezes, reboot the machine and collect the Prozess Monitor log from this folder: C:\ProcMon\freeze.PML (there should be some pre-freeze activities recorded there).

If the installation freezes (hanges), does not continue for a long time or it is not clear what is causing an error, proceed as described in the article: Creating Process Dump with ProcDump.

Please create dump of msiexec.exe process. if there are several processes with this name in task manager, every one of them should be dumped.

In case of remote installation issues plese collect PCAP (Wireshark) log as described in article: Collecting PCAP logs.

Usually issues during installation are caused by specific sequence of installed versions on the Customer’s machine. If possible always provide information about previous versions and the order of updates.