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Acronis Backup Cloud Agent fails to re-install due to pre-existing user - Connect IT Community | Kaseya
<main> <article class="userContent"> <p><strong>PROBLEM</strong></p> <p>Acronis Cloud Backup agent will fail to install on the endpoint with the following error showing up in the logs, MSIGEN:CreateNewUser: LocalUserAdd failed with error '1313720'.</p> <p><strong>CAUSE</strong></p> <p>A previous install or failed installation of the Acronis agent created a local account on the endpoint and is preventing new accounts from being created. </p> <p><img src="https://us.v-cdn.net/6032361/uploads/migrated/71G4LAQWXYTK/failed-user.jpg" alt="" class="embedImage-img importedEmbed-img"></img></p> <p> </p> <p><strong>WORKAROUND / RESOLUTION</strong></p> <p>1) Go to Computer\Local Disk (C:)\Users </p> <p>2) Delete any user account that are prefaced with Acronis </p> <p>3) Attempt the Installation again </p> <p><strong>FURTHER INVESTIGATION </strong></p> <p>Should you continue to receive errors installing the Acronis agent Please gather the endpoint logs and open a case with support.</p> <ul><li><span data-mce-mark="1">Windows XP and 2003: C:\Documents and Settings\All Users\Application Data\Kaseya\Log\Endpoint</span></li> <li>Windows Vista and later: C:\ProgramData\Kaseya\Log\Endpoint\</li> <li>OSx: /Library/Logs/com.kaseya/Endpoint/</li> </ul> </article> </main>