Forum Discussion

Bruce_Cranksh1's avatar
Bruce_Cranksh1
Level 6
14 years ago
Solved

Cannot install EV Client on a desktop

Hi All

I normally wouldn’t post such a relatively mundane question on these  forums but this is effecting one of the directors of one of my customers.

 

Anyway the customer is on EV 9.0 sp 2  ,and we cannot get the HTTP  EV Client to install properly on his desktop . The client installs “ properly “ as in no errors but then

 

  • It is not in Add\Remove Programs
  • It is not in the Registry
  • It is not in Program Files

 

I have confirmed that UAC is disabled and that the same GP are being applied on other desktops where the EV Client is working 100 %.

 

I thought this issue was due to some GP policy but I seem to have ruled that out.

 

Anyway has anyone seen this before where the EV Client “ installs “ correctly but it fact it isn’t actually installed.

 

The OS is Windows 7 64 bit.

Thanks in advance

Enterprise Vault
Information Governance
  • Bruce_Cranksh1's avatar
    Bruce_Cranksh1
    14 years ago

    Hi All

    Just an update on this ,Support assisted and we resolved the problem

     

    It was caused due to the EV Client at sometime being removed from the desktop but there were still references in the Registry. By  using the msiexec install log we were  able to search the registry and remove all references to the EV Client. Once this was done a clean install of the EV Client worked nicely :)

9 Replies

  • JesusWept3's avatar
    JesusWept3
    Level 6
    14 years ago
    Can you try using the setup.exe with the 9 sp3 client and see if that works?
  • Bruce_Cranksh1's avatar
    Bruce_Cranksh1
    Level 6
    14 years ago

    I  can try that and see the results  ,I tried the EV 10 Client and that had the same result where it "installed " but there were no binaries or registry settings on the desktop

  • Bruce_Cranksh1's avatar
    Bruce_Cranksh1
    Level 6
    14 years ago

    Hi Rob

    That is exactly what I was looking for ,someway to gather more information :)

    You rock !!!

  • Chris_Warren's avatar
    Chris_Warren
    Level 5
    14 years ago

    Bruce - looking at the log, I see that it looks like either the msi was renamed or repackaged as 'symantec.msi'.  If repackaged, have you tried installing the original MSI?

    Also, while the install appears to complete 'successfully', there is an error:

    "DEBUG: Error 2826:  Control BottomLine on dialog PrepareDlg extends beyond the boundaries of the dialog to the right by 67 pixels

    The installer has encountered an unexpected error installing this package. This may indicate a problem with this package. The error code is 2826"

    But it appears that normally this error would normally be ignored by msiexec, which it seems to be doing (If it wasn't, the msi install would have failed with a 'Return Vault 3'.)

    Perhaps running process monitor, from microsoft, during the install can shed further light on this.

  • Bruce_Cranksh1's avatar
    Bruce_Cranksh1
    Level 6
    14 years ago

    Hi Chris

    Yes we renamed the package ,you get the same issue with the normal name on this one desktop .

    Thanks for the assessment ,I'll look into process monitor

  • Rob_Wilcox1's avatar
    Rob_Wilcox1
    Level 6
    14 years ago

    That particular error is a red herring.  It appears all the time in MSI log files.  So it's not that.

     

    Is this an upgrade to an existing client?

     

    The only thing that I can see that might be related is 

     

     

    MSI (c) (2C:14) [11:24:49:647]: Doing action: FindRelatedProducts

    Action 11:24:49: FindRelatedProducts. Searching for related applications

    Action start 11:24:49: FindRelatedProducts.

    FindRelatedProducts: Found application: {AB7490FA-CF41-45B5-A972-79D4B220862F}

     

    which later leads to :

     

     

    MSI (c) (2C:14) [11:24:49:708]: MigrateFeatureStates: based on existing product, setting feature 'Desktop' to 'Absent' state.

     

    (Desktop is the generic name of the Outlook Addin)

     

     

  • Bruce_Cranksh1's avatar
    Bruce_Cranksh1
    Level 6
    14 years ago

    Hi All

    Just an update on this ,Support assisted and we resolved the problem

     

    It was caused due to the EV Client at sometime being removed from the desktop but there were still references in the Registry. By  using the msiexec install log we were  able to search the registry and remove all references to the EV Client. Once this was done a clean install of the EV Client worked nicely :)