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Symantec Backup Exec System Recovery won't install; says "You do not have sufficient privileges"

Posted on 2009-05-15
Medium Priority
Last Modified: 2013-12-01
Last week I had to uninstall Symantec's Backup Exec System Recovery (and Endpoint Protection) because it seemed to be causing some problems with another software program. This was no easy task since Windows could not uninstall it, Symantec would not help me (except for a $250 fee) and the manual method was pretty tedious. I now am trying to reinstall BESR and after it goes through all its setup/copying stuff and I then reboot, when it comes up and I try to continue the installation I get the message "E1AD3212: You do not have sufficient privileges to perform this operation."
I tried running the installation as administrator (evern though I am always logged on as an administrator anyway) but that made no difference. Googling around, I found an article that supposedly addresses this problem and says:
To resolve this issue:
Add the logged on user to the Security Configuration Tool:
1. Click Start > Programs > Symantec > Security Configuration Tool > 
2. Click on "Add." click on the logged on user account and add it to the Security Configuration Tool.
Restart the Backup Exec System Recovery Agent Service:
1. Click Start > Run
2. Type in "services.msc" without the quotes <press enter>
3. Right click on Symantec Backup Exec System Recovery service and select "Restart"
So I added myself and 'administrators' and even 'users' to have full control. In services.msc BESR wasn't running and so I just clicked on 'Start' but got the message that "Windows could not start Backup Exec System Recovery on the local computer."
I also found some articles at MS and elsewhere that said that perhaps Micrfosoft .NET Framework Version 2.0 might be the culprit and recommended uninstalling/reinstalling that. Well, MS.NETv2 is not on my system (Vista) that I can find. I thought, well, I'll reinstall the Version 3.5 that I did find... but... Windows would not let me do that either.
I also found a web page that said:
"Check DCOM Settings at http://service1.symantec.com/SUPPORT/on-technology.nsf/docid/2004012896314960, there is a document that will assist with setting DCOM.  The same users as above should be in DCOM also." but the link took me to Symantec Knowledge Base where it said:
"We're Sorry ...
An error has occurred in the Symantec Knowledge Base.
You may have accessed a document which is no longer available or attempted to open an invalid document."
I know nothing about DCOM so I just stopped persuing that.
If I didn't have so much invested in Symantec's products on our eight computers, I would abandon them completely. It seems at every turn we are having some sort of problem with their software or other software caused by their software.
Anyway, I just don't know where to go from here to get this installed. I'm wondering if the uninstall I performed didn't actually get everything off my system so there is some sort of conflict between the old an new installation.
Question by:BobArnett
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Expert Comment

ID: 24406735
Have you completely turned off User Account Control (UAC).
Check the Security event log for clues at the exact error the installation failed.

Author Comment

ID: 24413416
Although I was sure that I turned UAC off a long time ago, I checked anyway in ControlPanel\UserAccounts and verified that it is indeed turned off.
I'm not familiar with the Security Event Log but opening the Event Viewer, I only get the message: "Event log service is unavailagle. Check that the service is running." I went into Services.msc and found two possibly related items: 1. MRService, which I right-clicked and Restarted. 2. Windows Event Log; which was not running but when I selected Start, I was told: "Windows could not start the Windows Event Log service on Local Computer - Error: 4201: the instance name passed was not recognized as valid by a WMI data provider." I was able to start the Windows Event Collector which I saw was mutally dependent with the Windows Event Log.

Accepted Solution

BobArnett earned 0 total points
ID: 24445759
I seem to have gotten past the problem. I found some clues at http://community.norton.com/norton/board/message?board.id=other&thread.id=8155 and, although the problem presented was not identical, following the steps to get some security settings back in line did the trick. It said:
I have fixed this problem.  It was related to Windows Event Log service that Norton Ghost is dependent on.  The fix is discussed here: http://radified.com/cgi-bin/yabb2/YaBB.pl?num=1183405650
Here is a post that mentioned the fix:

===== Begin quote ====
GOOD NEWS PEOPLE!!!  I finally solved my Ghost 12 problems.  It was after a failed uninstall that would not complete probably because I had altered the Owner and permissions.  I then used jv16 PowerTools 2007 to remove the program which it did, and then I used it again after rebooting to clean the registry of errors.  Then I reinstalled Ghost 12 using the Repair function of the Ghost installer.  I had to do this because I think the Windows Install Shield still thought that Ghost 12 was still installed.  After the successful install I rebooted the computer and a window came up that showed: Cannot connect to agent on computer ELMER-PC, but I was glad that I had gotten past the "Welcome to Norton Ghost" screen.   I then checked out the Ghost Help file in the program, and it stated in troubleshooting that the Windows Event Log in Windows Services must be enabled and started for Ghost to work.  I tried to start the Event Log but I received a Windows error message stating that it could not be started.  I searched in the web and found this solution posted by Geircito on the TechArena Community forums:

Here's the solution:
Something (Vista itself ??) must have changed the ownership of the LogFiles folder.
How to take ownership:
Open folder C:\Windows\System32
Right click folder "LogFiles" - open Properties
open Security-tab and click Advanced
open Owner-tab and click Edit
mark Administrator (or your user) under "Change owner to:"
mark "Replace owner on subcontainers and objects"
press OK and press "Continue" to all error messages
close all open windows

restart your PC, and the Event Log Service will restart automatically

Well my computer was showing the right Owner Administrator/Elmer-PC, but I did put a check by "Replace owner on subcontainers and objects.  I did receive a couple of error messages so I thought this was not going to work, I then restarted my computer and to my surprise Norton Ghost 12 started as it should!  I hope this thread can help someone if they experience the same problem as I encountered.  
===== end quote ====

However,  I had to do extra steps below to fix Windows Event Log service:

Navigate to C:\Windows\System32\LogFiles\WMI\RtBackup
Right-click on RtBackup and select Properties > Security
In the list of Group or user names is SYSTEM listed?
If not, click Edit > Add . . . and type in SYSTEM in the dialog box and click OK.
Restart your computer and try installing Windows Vista Service Pack 1 again.
The above steps were discussed here:


Expert Comment

ID: 37615464
follow this instruction
1. Regedit HKLM/Software/Symantec Permissions Logged in user + Everyone FC
2. Ran security configuration tool added logged in user

3. "Symantec Backup Exec System Recovery service - not found in list services.msc"
4. Ran FixInstall.bat
5. Started service

Registered Updated BESR 8.0.3 Liveupdate no further issues.


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