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unslog's avatar
unslog
Level 3
5 years ago

Backup exec 15 - LiveUpdate fails to install updates

Hi,

I'm having difficulties installing Feature pack 5 using LiveUpdate (http://www.veritas.com/docs/TECH100816 - URL is dead).

I have rebooted the server and doesn't appear to have made a difference. Also cleared Cache from LiveUpdate. 

This is the error I'm getting after LiveUpdate attempts to install

"Update HOTFIX 100816 (X64) failed to install. Review the Backup Exec installation log for more information."

 

Any ideas how I can fix this?

 

Thanks

 

 

15
Windows Server 2012 R2
  • PJ_Backup's avatar
    PJ_Backup
    5 years ago

    Good point - the public version might help, nice spot RogRubin...  :-)

    Also as you've probably realised:

    For Backup Exec 15, search for : 14.2.1180 (the number shown in the Help - About Backup Exec splash screen)

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  • PJ_Backup's avatar
    PJ_Backup
    Moderator
    5 years ago

    Try reviewing the FP-5 cab file which will have been created during the install process and can be found here:

    C:\ProgramData\Symantec\Backup exec\Logs\FP-5.cab

    hopefully this should have an error in it somewhere pointig you in the right troubleshooting direction.

    Note that BE15 went End of Life back in November last year, one possible reason why the TN is no longer visible. Consequently would recommend upgrading to a newer version of Backup Exec, such as BE16, BE20 or preferable BE21 which was just released last month. 
    veritas.com/content/support/en_US/article.100040087

    • unslog's avatar
      unslog
      Level 3
      5 years ago

      Hello,

       

      Thanks for your reply.

      The Log appears to point to  " Error code 1603"

       

      Here is an extract from the logs, 

      Tried googling but couldn't find a solution. 

       


      === Logging stopped: 26/05/2020 13:40:27 ===
      MSI (s) (4C:B4) [13:40:27:042]: Product: Symantec Backup Exec - Update 'Symantec Backup Exec (Feature Pack 5)' could not be installed. Error code 1603. Additional information is available in the log file C:\ProgramData\Symantec\Backup Exec\Logs\HOTFIX 100816 (X64).log.

      MSI (s) (4C:B4) [13:40:27:042]: Windows Installer installed an update. Product Name: Symantec Backup Exec. Product Version: 14.2.1180. Product Language: 1033. Manufacturer: Symantec Corporation. Update Name: Symantec Backup Exec (Feature Pack 5). Installation success or error status: 1603.

      MSI (s) (4C:B4) [13:40:27:042]: Note: 1: 1729
      MSI (s) (4C:B4) [13:40:27:042]: Product: Symantec Backup Exec -- Configuration failed.

      MSI (s) (4C:B4) [13:40:27:042]: Windows Installer reconfigured the product. Product Name: Symantec Backup Exec. Product Version: 14.2.1180. Product Language: 1033. Manufacturer: Symantec Corporation. Reconfiguration success or error status: 1603.

      MSI (s) (4C:B4) [13:40:27:042]: Attempting to delete file C:\Windows\Installer\cc37b3.msp

      Is there a workaround for the moment to get this updated while I explore options for upgrading?

       

      Thanks

      • PJ_Backup's avatar
        PJ_Backup
        Moderator
        5 years ago

        Unfortunately that's a pretty generic error. Are you able to attach the entire HOTFIX 100816 (X64).log or FP-5.cab file to this post if not too large?