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Slim_786's avatar
Slim_786
Level 4
11 years ago

BE 2014 Remote Agent Install Failing

Good Day, 

Please can someone assist urgently with this, We installing backup exec remote agent 2014 on our Excahnge Server but keeps failing, The exchange server had the 2010 RA and this had to be manually removed from the registry as the uninstall did not want to work from tadd/remove programs. Finally got it uninstalled and trying to install the new version now.

Error below:

06-11-2014,21:16:57 : Windows Operating System Version: 6.0 - Server

06-11-2014,21:16:57 : GetProductInfo returned success. Checking for CORE OS values.

06-11-2014,21:16:59 : Checking Windows Installer Version.

06-11-2014,21:16:59 : Windows Installer Version: 4.5.6002.18005

06-11-2014,21:16:59 : Executing managed _Setup:

06-11-2014,21:16:59 : C:\RAWSX64\install\_Setup.exe

06-11-2014,21:17:00 : Loading XML from:

06-11-2014,21:17:00 : C:\RAWSX64\install\IFProducts.xml

06-11-2014,21:17:00 : ArgsDataParser::InitDictionary

06-11-2014,21:17:00 : AgentSeqDlgs::RawsDlgSequence

06-11-2014,21:17:00 : Set RAWS Media path: C:\RAWSX64\install\media\

06-11-2014,21:17:00 : RawsDlgSequence::CheckInstMode

06-11-2014,21:17:00 : BEOperations::BE_GetInstalledProdCodeVersion()

06-11-2014,21:17:00 : The product detected. PID: {DA6F5B77-0DE2-4EE8-A07D-2B5E2B9429C3}, version: .

06-11-2014,21:17:00 : Starting initialization of install data.

06-11-2014,21:17:00 : Completed initialization of install data.

06-11-2014,21:17:00 : BEOperations::BE_GetInstalledProdCodeVersion()

06-11-2014,21:17:00 : The product detected. PID: {DA6F5B77-0DE2-4EE8-A07D-2B5E2B9429C3}, version: .

06-11-2014,21:17:00 : BEOperations::BE_GetInstalledProdCodeVersion()

06-11-2014,21:17:00 : The product detected. PID: , version: .

06-11-2014,21:17:00 : Terminal Services enabled.

06-11-2014,21:17:00 : Terminal Services server has been set to Install mode.

06-11-2014,21:17:00 : Executing BE_MsiGetPropertyFromSourceMedia

06-11-2014,21:17:00 : C:\RAWSX64\install\media\Symantec Backup Exec Remote Agent for Windows Systems.msi

06-11-2014,21:17:00 : 0

06-11-2014,21:17:00 : Launching UI Install

06-11-2014,21:17:00 : Running in Installation mode

06-11-2014,21:17:00 : AgentSeqDlgs::ADlgWelcome

06-11-2014,21:17:00 : AgentSeqDlgs::ADlgInstallType

06-11-2014,21:17:00 : RawsDlgSequence::CheckInstalledProducts

06-11-2014,21:17:00 : BEOperations::BE_GetInstalledProdCodeVersion()

06-11-2014,21:17:00 : The product detected. PID: , version: .

06-11-2014,21:17:00 : BEOperations::BE_GetInstalledProdCodeVersion()

06-11-2014,21:17:00 : The product detected. PID: , version: .

06-11-2014,21:17:00 : AgentSeqDlgs::DlgChooseCustom

06-11-2014,21:17:00 : AgentSeqDlgs::AdlgInstallComplete

06-11-2014,21:17:00 : AgentSeqDlgs::Misc_BE_CommonOps

06-11-2014,21:17:07 : Telemetry Switch setting : False

06-11-2014,21:17:07 : Local Install Agent

06-11-2014,21:17:08 : INFO -2146233087: Unable to determine if Windows Deduplication volume.

06-11-2014,21:17:12 : AgentSeqDlgs::AgentInstaller

06-11-2014,21:17:12 : Executing runtime installer package vcredist_x64.exe.

06-11-2014,21:17:12 : C:\VCRedist\V10.0\vcredist_x64.exe /q /norestart /log "C:\ProgramData\Symantec\Backup Exec\Logs\V10.0_x64_msruntime_install.log"

+ 06-11-2014,21:17:12 : ERROR - 1314: Failed to load user profile for POLOKWANE\backup_exec.

06-11-2014,21:17:12 : Return Value of Microsoft Visual C++ 2010 Redistributable (x64) : 1603

+ 06-11-2014,21:17:12 : ERROR: Failed to execute VC 10.0 runtime installer. Error code 1603.

+ 06-11-2014,21:17:12 : Review this log file for details: C:\ProgramData\Symantec\Backup Exec\Logs\V10.0_x64_msruntime_install.log

06-11-2014,21:17:13 : The return value for Microsoft VC++ Redistributables (x64) returned error code: 1603

06-11-2014,21:17:13 : Clean up Symantec installer keys.

06-11-2014,21:17:18 : AgentSeqDlgs::Misc_BE_CommonOps

06-11-2014,21:17:18 : Dialog Sequence Returning errorlevel 1603

+ 06-11-2014,21:17:18 : The Installation Failed!

Tried running as admin as well as tried the below technote to no avail

http://www.symantec.com/business/support/index?page=content&id=TECH218124 

Please assist,

Thanks,

2014
Backup and Recovery
Backup Exec
Remote Agent for Windows Servers
Windows Server (2003-2008)
  • Nick_Elmer's avatar
    Nick_Elmer
    11 years ago

    Hi Slim and all,

    I wanted to comment here as this is something that the installer will block when done from our DVD, but not when you grab the RAWS32 or RAWSx64 folder from the "%ProgramFiles%\Symantec\Backup Exec\Agents" directory (where patches are applied and stored when the media server is patched). This is a use case I should have considered, but missed.

    If you look on our DVD under BE_DVD\BE\WINNT\Install\ you will see that there is a VCREDIST folder with the directories you describe above. This directory contains the latest runtimes required by our RAWS installer. It is the directory we are expecting to find when we run the install. If you run off of the DVD, we will validate the files are valid before executing the install. This is the recommended method for a clean install.

    However, I believe your goal is to install and have the patches applied during the initial install. If that is what you are attempting, you can drop in the Agents\RAWSx64\Updates or Agents\RAWS32\Updates folder into the RAWS folder on the DVD and it will accomplish the same thing. We do not test this way, so be wary of that method. It should work but I do have to give that disclaimer! ;)

    Thanks
    Nick

12 Replies

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  • Nick_Elmer's avatar
    Nick_Elmer
    Level 6
    11 years ago

    Hi Slim and all,

    I wanted to comment here as this is something that the installer will block when done from our DVD, but not when you grab the RAWS32 or RAWSx64 folder from the "%ProgramFiles%\Symantec\Backup Exec\Agents" directory (where patches are applied and stored when the media server is patched). This is a use case I should have considered, but missed.

    If you look on our DVD under BE_DVD\BE\WINNT\Install\ you will see that there is a VCREDIST folder with the directories you describe above. This directory contains the latest runtimes required by our RAWS installer. It is the directory we are expecting to find when we run the install. If you run off of the DVD, we will validate the files are valid before executing the install. This is the recommended method for a clean install.

    However, I believe your goal is to install and have the patches applied during the initial install. If that is what you are attempting, you can drop in the Agents\RAWSx64\Updates or Agents\RAWS32\Updates folder into the RAWS folder on the DVD and it will accomplish the same thing. We do not test this way, so be wary of that method. It should work but I do have to give that disclaimer! ;)

    Thanks
    Nick

  • VJware's avatar
    VJware
    Level 6
    11 years ago

    Have you tried a push install using a different administrator account ?

    And what error does the local install fail with ?

    I would recommend to download the BE 2014 install media as there may be a possibility of it being corrupt and then retry the install. If it still fails, would recommend to log a formal support case.

  • Slim_786's avatar
    Slim_786
    Level 4
    11 years ago

    Yes I have, the push install fails with a "fatal error during installation", I have tried a different admin account as well...still no luck.

    The installation Media is perfectly fine, as i have installed the Remote agent on plenty of our other Windows 2012 Servers with no issues

  • VJware's avatar
    VJware
    Level 6
    11 years ago

    Are you able to install VC manually ? And would you pls post the VS install log as well.

  • Slim_786's avatar
    Slim_786
    Level 4
    11 years ago

    Hi There, Yes I can install it manually...however when running the BE RA install again it still tries to install VC, does not detect that it allready has been installed.

    My workaround thats working now is to install the BE 2012 remote agent on these servers, Back them up with the 2014 Media Server...will upgrade all the servers once i have a fix.

     

     

  • VJware's avatar
    VJware
    Level 6
    11 years ago

    Would recommend to log a formal support case so that we could review this further.
     

  • fginacio's avatar
    fginacio
    Level 4
    11 years ago

    Hi everyone,

     

    I had the same issue and fixed downloading the VC x86 and x64  fot the following versions:

    Microsoft Visual C++ redistributable 2005 (x86 only)

    Microsoft Visual C++ redistributable 2008 (x86 and x64)

    Microsoft Visual C++ redistributable 2010 (x86 and x64)

    Microsoft Visual C++ redistributable 2012 (x86 and x64)

    After all downloaded fixed, I´ve created a folder named "VCREDIST" on source desktop and copied the RAWSX64 also (see screenshot);

     Untitled.png

     

    After that, run the setup.exe and cross your fingers :)

     

  • fginacio's avatar
    fginacio
    Level 4
    11 years ago
    Hi everyone, I had this same issue and I´ve fixed using this step by step: At the source server: + Copy the RAWSX64 at Desktop Folder; + Create a folder named VCREDIST and sub folders according the screenshot. + Download the VC x86 and x64 and saved at the respective folders: + Run the setup.exe at RAWSX64 and fix;
  • jerrys79's avatar
    jerrys79
    Level 4
    11 years ago

    I had the exact same problem with pushing out the remote agent to my Exchange 2007 server that had the BE 2010 R3 agent.  I believe I received the same "fatal error" message as you.  After that the 2010 agent was in a broken state and I couldn't uninstall or repair it or upgrade it to 2014.  I ended up rebooting the Exchange server and then tried installing the 2014 agent again but this time from local setup files on the box but that failed.  I finally got it to work by trying to push out the agent again remotely and this time it went really quick.  Took a lot of trial and error but after two hours I was able to get the agent to install.  Haven't had this problem on any non-Exchange servers.  Good luck.  Hope you finally get it installed.

  • Slim_786's avatar
    Slim_786
    Level 4
    11 years ago

    Hi All, Thanks for all the responses...apologies for the late reply but i finally managed to get the 2014 Remote agents on all the servers, 

    I initially installed the 2012 remote agents on all the clients just to get the backups through, i then tried to push install the 2014 agents on all the servers, BE picked up the 2012 agents and noted that its ready to upgrade, clicked next and all went through well, 

    I know this was a slightly longer procedure then i would have liked but at least its eventually working

    Regards,