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Symantec Backup Exec 2010 R2 - Remote Windows Agent Hangs On Install

Posted on 2011-02-24
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Last Modified: 2012-05-11
I am trying to install the Windows Remote Agent to a Windows 2003 server and it will not install.

I have tried to do a push install and it hangs at 50% trying to start the install on the remote server (Loading the install. Please wait...). This will sit there indefinitely until I go into the task manager and end task on the _setup.exe (I also have to kill this on the remote server as well, so I know that it is at least trying to start the setup).

I have also tried copying the RAWS32 folder from the console server and running the setup from there. It gets to the point that it should start the install process, but the indicator bars never move and i have tried leaving this alone to run for at least 2 hours. I have tried running this as the administrator as well as my normal log on account, both of which are domain admin accounts.

BTW, the server is fully patched, the MS-Installer is newly patched at v4.5, I have Symantec Endpoint Protection (latest and greatest and fully patched) installed and I have tried stopping it.

Below is the install log entry for the latest install try. One thing I did notice is that there is no 13b3b9.msi file in c:\windows\installer as referenced in the log below - I guess that could be the reason but i am at a loss as to where that file comes from or could be located at. i have searched the backup server and the client server and cannot find this file. I also did a search on Google and see nothing written about this file.

--------------------------------------------------------------------------------

02-23-2011,18:34:24 : Windows Operating System Version: 5.2
02-23-2011,18:34:26 : Checking for .Net Framework 2.0 SP 2.
02-23-2011,18:34:26 : Executing managed _Setup:
02-23-2011,18:34:26 : c:\RAWS32\install\_Setup.exe
02-23-2011,18:34:26 : Loading XML from:
02-23-2011,18:34:26 : c:\RAWS32\install\IFProducts.xml
02-23-2011,18:34:26 : ArgsDataParser::InitDictionary
02-23-2011,18:34:26 : AgentSeqDlgs::RawsDlgSequence
02-23-2011,18:34:26 : Set RAWS Media path: c:\RAWS32\install\media\
02-23-2011,18:34:26 : RawsDlgSequence::CheckInstMode
02-23-2011,18:34:26 : BEOperations::BE_GetInstalledProdCodeVersion()
02-23-2011,18:34:26 : Found Current RAWS32 Product.
02-23-2011,18:34:26 : Equal PIDs.
02-23-2011,18:34:26 : Installing Version 13.0.4164; (Major=13, Minor=0, Build=4164) = Target Version 13.0.4164; (Major=13, Minor=0, Build=4164)
02-23-2011,18:34:26 : Equal PIDs, Maintenance Mode.
02-23-2011,18:34:26 : Running in Maintenance mode
02-23-2011,18:34:26 : Trying to redirect to cached _setup.exe
02-23-2011,18:34:26 : The cached _setup.exe could not be found
02-23-2011,18:34:26 : Continuing install using Non-Cached media
02-23-2011,18:34:26 : BEOperations::BE_GetInstalledProdCodeVersion()
02-23-2011,18:34:26 : Found Current RAWS32 Product.
02-23-2011,18:34:26 : Terminal Services enabled.
02-23-2011,18:34:26 : Terminal Services server has been set to Install mode.
02-23-2011,18:34:26 : Launching UI Install
02-23-2011,18:34:26 : Running in Maintenance mode
02-23-2011,18:34:26 : AgentSeqDlgs::ADlgWelcome
02-23-2011,18:34:26 : AgentSeqDlgs::ADlgMaintenanceType
02-23-2011,18:34:26 : AgentSeqDlgs::DlgChooseCustom
02-23-2011,18:34:26 : AgentSeqDlgs::ADlgPublishRemoteSrv
02-23-2011,18:34:26 : AgentSeqDlgs::AdlgInstallComplete
02-23-2011,18:34:26 : AgentSeqDlgs::Misc_BE_CommonOps
02-23-2011,18:34:33 : AgentSeqDlgs::ReadAdvertiseListKey
02-23-2011,18:34:46 : AgentSeqDlgs::ReadAdvertiseListKey
02-23-2011,18:34:46 : ;
02-23-2011,18:34:50 : AgentSeqDlgs::AgentInstaller
02-23-2011,18:34:50 : Running Maintenance Mode
02-23-2011,18:34:50 : Get installed MSI from cache folder: C:\WINDOWS\Installer\13b3b9.msi
02-23-2011,18:34:50 : ERROR: Opening Reference database. Error: 2
02-23-2011,18:35:55 : User has selected to cancel the install. Waiting for the install to exit.
02-23-2011,18:36:05 : ERROR: Installation failed with error 1. GetLastError = :0
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Question by:MortonTA
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Expert Comment

by:frajico
Comment Utility
Try this:

1) Copy C:\Program Files\Symantec\Backup Exec\Agents\RAWSX64 from the Backup Exec media server over to root of the C: drive on the W2008 R2 server
2) Logon to W2008 R2 DC as domain administrator, not local administrator or a different user
3) Execute C:\RAWSX64\Install\SetupCore.exe
4) Execute C:\RAWSX64\Install\RunSymcMsi.exe
5) Execute C:\RAWSx64\Install\Media\"Symantec Backup Exec Remote Agent for Windows Systems.msi" EXE_ENVOKED=1 ALLUSERS=1 REBOOT=ReallySuppress INSTALLUIMODE=1 RAWS=1 ADVRTISENAMELIST=0 ENABLEADVRT=1

Salu2
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Author Comment

by:MortonTA
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frajico: Thank you for your reply.

First, I do not have Windows Server 2008, i have Server 2003 R2 32bit

Second, i understood what you were trying to accomplish and i did those things to no avail. When i got to #5, the Windows Installer window came up and said that it was preparing to install. Approximately 10 seconds or so later, i received an error that "This patch package could not be opened. Verify that the patch package exists and that you can access it, or contact the application vendor to verify that this is a valid Windows installer patch package."
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Expert Comment

by:frajico
Comment Utility
Opsssssss ... sorry ...

So you copied the RAWS32 folder insteadm and it didn't work ...

Any error on App Event Log?
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Author Comment

by:MortonTA
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Yes, that was the folder I copied.

There were 2 events logged in the event viewer:

1) Event Type:      Information
Event Source:      MsiInstaller
Event Category:      None
Event ID:      11708
Date:            2/24/2011
Time:            2:36:05 PM
User:            SALINASENERGY\Global
Computer:      CALIFORNIA
Description:
Product: Symantec Backup Exec Remote Agent for Windows Systems -- Installation failed.

For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.
Data:
0000: 7b 44 36 37 44 41 37 34   {D67DA74
0008: 45 2d 33 37 44 37 2d 34   E-37D7-4
0010: 46 43 32 2d 39 31 34 37   FC2-9147
0018: 2d 38 43 42 44 44 44 46   -8CBDDDF
0020: 43 44 44 34 30 7d         CDD40}  



2)Event Type:      Information
Event Source:      MsiInstaller
Event Category:      None
Event ID:      1033
Date:            2/24/2011
Time:            2:36:05 PM
User:            SALINASENERGY\Global
Computer:      CALIFORNIA
Description:
Windows Installer installed the product. Product Name: Symantec Backup Exec Remote Agent for Windows Systems. Product Version: 13.0.4164. Product Language: 1033. Installation success or error status: 1635.

For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.
Data:
0000: 7b 44 36 37 44 41 37 34   {D67DA74
0008: 45 2d 33 37 44 37 2d 34   E-37D7-4
0010: 46 43 32 2d 39 31 34 37   FC2-9147
0018: 2d 38 43 42 44 44 44 46   -8CBDDDF
0020: 43 44 44 34 30 7d         CDD40}  
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Assisted Solution

by:MortonTA
MortonTA earned 0 total points
Comment Utility
In doing some additional testing, it appears that the failure is coming into play because the setup file is supposed to copy a Windows Installer file to C:\Windows\Installer however, this is not happening but am unsure why...
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Accepted Solution

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MortonTA earned 0 total points
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So i figured it out the hard way...

#1 - run msconfig and turn off all non-Microsoft services and reboot.

#2 - run regedit and search for and delete ALL keys that have 'backup exec' in them

#3 - reboot and delete the folder 'c:\program files\sysmantec\backup exec'

#4 - reboot and run msconfig and tun back on all non-Microsoft services - reboot again

#5 - run the c:\raws32\setup.exe and install as normal or go back to the backup exec server and push the install.

I hope this helps someone else that has this problem...
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Author Closing Comment

by:MortonTA
Comment Utility
This was the only thing that made the install work. Symantec could not even figure this one out.
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