After upgrade BE 2010 R2 to R3 i cant upgrade clients

[bmartinsanchez]

Hi, finally I upgrade our BE 2010 R2 to R3, but now when I upgrade the clients, it's fail without errors...

I try to upgrade clients by to ways: remote (on BE server pushing) and local (I copied the client setup from \Agents\RAWSX64), but all fails.

Anyone can help me?

Thanks

[pkh]

Post the bkupinst.log from the client machines.

[bmartinsanchez]

I have looked for it on the machine (with the old agent), but i dont have it.

[bmartinsanchez]

When i try to upgrade agents pushing on the media server i have this :

And when I try to install on local this:

[CraigV]

Hi,

Have you stopped your antivirus and tried the installation again? What happens if you uninstall the R2 RAWS agent and then try the push/local installations again?

Thanks!

[bmartinsanchez]

I dont have antivirus installed, and I have uninstalled R2 RAWS agent and when I try to install agent version R3 happends the same. I don´t know how to do.

Thanks a lot.

Belen.

[CraigV]

...what OS are you running? If Win2K8, is UAC disabled? Do you have admin rights to install the RAWS agent (might sound stupid, but people have forgotten that!), and is there enough disk space on the C:\ where it installs by default?

[bmartinsanchez]

I have W2008, and i have UAC disable. I login with an administrator account, and I have space on HD enough.

This is the log about the fail instalation, Can you have a check?

Symantec Backup Exec Remote Agent (TM) 13 Installation Log

10-24-2011,13:23:31 : EnumProcesses Counts: 43
10-24-2011,13:23:31 : Windows Operating System Version: 6.1
10-24-2011,13:23:31 : GetProductInfo returned success. Checking for CORE OS values.
10-24-2011,13:23:33 : Executing managed _Setup:
10-24-2011,13:23:33 : C:\Users\admin_bmartin\Desktop\RAWSX64\install\_Setup.exe
10-24-2011,13:23:33 : Loading XML from:
10-24-2011,13:23:33 : C:\Users\admin_bmartin\Desktop\RAWSX64\install\IFProducts.xml
10-24-2011,13:23:33 : ArgsDataParser::InitDictionary
10-24-2011,13:23:33 : AgentSeqDlgs::RawsDlgSequence
10-24-2011,13:23:33 : Set RAWS Media path: C:\Users\admin_bmartin\Desktop\RAWSX64\install\media\
10-24-2011,13:23:33 : RawsDlgSequence::CheckInstMode
10-24-2011,13:23:34 : BEOperations::BE_GetInstalledProdCodeVersion()
10-24-2011,13:23:34 : Found 13.0.4164 RAWS AMD64 Product.
10-24-2011,13:23:34 : RawsDlgSequence::CheckUpgrade
10-24-2011,13:23:34 : BEOperations::BE_GetInstalledProdCodeVersion()
10-24-2011,13:23:34 : Found 13.0.4164 RAWS AMD64 Product.
10-24-2011,13:23:34 : Terminal Services enabled.
10-24-2011,13:23:34 : Terminal Services server has been set to Install mode.
10-24-2011,13:23:34 : Launching UI Install
10-24-2011,13:23:34 : Running in Upgrade mode
10-24-2011,13:23:34 : AgentSeqDlgs::ADlgWelcome
10-24-2011,13:23:34 : AgentSeqDlgs::ADlgInstallType
10-24-2011,13:23:34 : RawsDlgSequence::CheckInstalledProducts
10-24-2011,13:23:34 : BEOperations::BE_GetInstalledProdCodeVersion()
10-24-2011,13:23:34 : BEOperations::BE_GetInstalledProdCodeVersion()
10-24-2011,13:23:34 : AgentSeqDlgs::DlgChooseCustom
10-24-2011,13:23:34 : AgentSeqDlgs::ADlgPublishRemoteSrv
10-24-2011,13:23:34 : AgentSeqDlgs::AdlgInstallComplete
10-24-2011,13:23:34 : AgentSeqDlgs::Misc_BE_CommonOps
10-24-2011,13:23:34 : Se detectó una instalación anterior de la versión 13.0.4164 de Symantec Backup Exec Remote Agent for Windows Systems en el equipo local. Se actualizará Symantec Backup Exec Remote Agent for Windows Systems con la versión 13.0.5204. Después de la actualización, la instalación anterior de Remote Agent no estará disponible. Haga clic en Siguiente para continuar.
10-24-2011,13:23:42 : Local Install Agent
10-24-2011,13:23:45 : AgentSeqDlgs::ReadAdvertiseListKey
10-24-2011,13:23:48 : AgentSeqDlgs::ReadAdvertiseListKey
10-24-2011,13:23:48 : ;
10-24-2011,13:23:49 : AgentSeqDlgs::AgentInstaller
10-24-2011,13:23:49 : Starting Install
10-24-2011,13:23:49 : In GetVMWareGuest().
10-24-2011,13:23:49 : Found VMWare Tools Installed.
10-24-2011,13:23:49 : RAWS MSI Command Line: EXE_ENVOKED=1 ALLUSERS=1 REBOOT=ReallySuppress INSTALLDIR="C:\Program Files\Symantec\Backup Exec\RAWS" INSTALLLEVEL=100 ADDLOCAL=VFF,VSSPROV,RANT64 TRANSFORMS="C:\ProgramData\Symantec\Backup Exec\{2E214FDB-1B99-4BF3-BEE4-43B82EB1D6AE}\1034.MST" RAWSADVRTISENAMELIST=; ENABLEADVRT=1 PATCH="C:\Users\admin_bmartin\Desktop\RAWSX64\Updates\RAWSx645204RSP1.msp;" VMWAREGUEST = 1 INSTALLUIMODE=1
10-24-2011,13:23:49 : Running Upgrade Mode
10-24-2011,13:23:49 : AgentInstaller::Install_Product_Thread
10-24-2011,13:23:49 : BEOperations::BE_GetInstalledProdCodeVersion()
10-24-2011,13:23:49 : Found 13.0.4164 RAWS AMD64 Product.
10-24-2011,13:23:49 : BEOps::BE_PrepareCachedRawsMSIForUpgrade
10-24-2011,13:23:49 : Updated RAWS cache for PDVFS functionality
10-24-2011,13:23:50 : Updated malta RAWS X64 cache MSI
10-24-2011,13:23:50 : msiexec /i {FE2F6A2C-196E-4210-9C04-2B1BC21F07EF} REMOVE=VSS /qn REBOOT=ReallySuppress
10-24-2011,13:23:51 : Launching MSI: C:\Users\admin_bmartin\Desktop\RAWSX64\install\media\Symantec Backup Exec Remote Agent for Windows Systems.msi
10-24-2011,13:23:51 : Discovered Total Actions: 0
10-24-2011,13:23:51 : The return code from the MSI is: 1620
10-24-2011,13:23:51 : AgentSeqDlgs::PostInstallActions
10-24-2011,13:23:51 : Cleaning up the symc status key
10-24-2011,13:23:51 : The return value for Symantec Backup Exec Remote Agent for Windows Systems returned error code: 1620
10-24-2011,13:23:51 : Clean up Symantec installer keys.
10-24-2011,13:23:57 : AgentSeqDlgs::Misc_BE_CommonOps
10-24-2011,13:23:57 : Dialog Sequence Returning errorlevel 1620
10-24-2011,13:23:57 : The Installation Failed!
10-24-2011,13:23:58 : The return code is: 1620
10-24-2011,13:23:58 : ERROR: Installation failed with error 1620. GetLastError = :0

What is the error 1620 mean?

Thanks a lot.

[pkh · Accepted solution]

Error code 1620 means that your installation package failed to extract correctly?  To update your remote agent installation package, run LiveUpdate twice: Once to install SP1 and the second to install any other hotfixes.  After this, try pushing out the remote agent again.

[newsolutionBE]

Hi

Can you try installing the agent manually by the link below & check the 1st part in the link & see if that works

http://www.symantec.com/docs/TECH63239

Thanks

[pkh]

The OP already said that he tried to a manual install and it failed.

[bmartinsanchez]

I dont have internet conection on this server, Can you put the directs downloads for the hotfixes?

Thanks a lot.

[AmolB]

link to download SP1  http://www.symantec.com/docs/TECH168343

once done copy the RAWS folder and then run the setup.exe file.

[pkh]

You can download SP1 here

http://www.symantec.com/docs/TECH168343

and the hotfix after SP1 from here

http://www.symantec.com/docs/TECH167567

You should apply them in the above order and then push out the RAWS.

[Adiz]

Hi bmartinsanche?

Is the OS is 2008 R2 or 2008 sp2

Did you tried uninstall the R2 agent and reinstall the agent? also try to run the installation from c: and not from your desktop.

I believe you trying to install with AOFO feature, try without it!

[bmartinsanchez]

I have installed the SP1 for R3, then I copied the folder for the agent RAWSX64 in C:\ on the server who I want to upgrade the agent (i have tried on 3 windows 2008 servers) and i have the same error. Check the log:

Symantec Backup Exec Remote Agent (TM) 13 Installation Log

10-25-2011,12:36:28 : EnumProcesses Counts: 39
10-25-2011,12:36:28 : Windows Operating System Version: 6.1
10-25-2011,12:36:28 : GetProductInfo returned success. Checking for CORE OS values.
10-25-2011,12:36:30 : Executing managed _Setup:
10-25-2011,12:36:30 : C:\RAWSX64\install\_Setup.exe
10-25-2011,12:36:31 : Loading XML from:
10-25-2011,12:36:31 : C:\RAWSX64\install\IFProducts.xml
10-25-2011,12:36:31 : ArgsDataParser::InitDictionary
10-25-2011,12:36:31 : AgentSeqDlgs::RawsDlgSequence
10-25-2011,12:36:31 : Set RAWS Media path: C:\RAWSX64\install\media\
10-25-2011,12:36:31 : RawsDlgSequence::CheckInstMode
10-25-2011,12:36:31 : BEOperations::BE_GetInstalledProdCodeVersion()
10-25-2011,12:36:31 : Found 13.0.4164 RAWS AMD64 Product.
10-25-2011,12:36:31 : RawsDlgSequence::CheckUpgrade
10-25-2011,12:36:31 : BEOperations::BE_GetInstalledProdCodeVersion()
10-25-2011,12:36:31 : Found 13.0.4164 RAWS AMD64 Product.
10-25-2011,12:36:31 : Terminal Services enabled.
10-25-2011,12:36:31 : Terminal Services server has been set to Install mode.
10-25-2011,12:36:31 : Launching UI Install
10-25-2011,12:36:31 : Running in Upgrade mode
10-25-2011,12:36:31 : AgentSeqDlgs::ADlgWelcome
10-25-2011,12:36:31 : AgentSeqDlgs::ADlgInstallType
10-25-2011,12:36:31 : RawsDlgSequence::CheckInstalledProducts
10-25-2011,12:36:31 : BEOperations::BE_GetInstalledProdCodeVersion()
10-25-2011,12:36:31 : BEOperations::BE_GetInstalledProdCodeVersion()
10-25-2011,12:36:31 : AgentSeqDlgs::DlgChooseCustom
10-25-2011,12:36:31 : AgentSeqDlgs::ADlgPublishRemoteSrv
10-25-2011,12:36:31 : AgentSeqDlgs::AdlgInstallComplete
10-25-2011,12:36:31 : AgentSeqDlgs::Misc_BE_CommonOps
10-25-2011,12:36:31 : Se detectó una instalación anterior de la versión 13.0.4164 de Symantec Backup Exec Remote Agent for Windows Systems en el equipo local. Se actualizará Symantec Backup Exec Remote Agent for Windows Systems con la versión 13.0.5204. Después de la actualización, la instalación anterior de Remote Agent no estará disponible. Haga clic en Siguiente para continuar.
10-25-2011,12:36:43 : Local Install Agent
10-25-2011,12:36:44 : AgentSeqDlgs::ReadAdvertiseListKey
10-25-2011,12:36:47 : AgentSeqDlgs::ReadAdvertiseListKey
10-25-2011,12:36:47 : ;
10-25-2011,12:36:49 : AgentSeqDlgs::AgentInstaller
10-25-2011,12:36:49 : Starting Install
10-25-2011,12:36:49 : In GetVMWareGuest().
10-25-2011,12:36:49 : Found VMWare Tools Installed.
10-25-2011,12:36:49 : RAWS MSI Command Line: EXE_ENVOKED=1 ALLUSERS=1 REBOOT=ReallySuppress INSTALLDIR="C:\Program Files\Symantec\Backup Exec\RAWS" INSTALLLEVEL=100 ADDLOCAL=VFF,VSSPROV,RANT64 TRANSFORMS="C:\ProgramData\Symantec\Backup Exec\{2E214FDB-1B99-4BF3-BEE4-43B82EB1D6AE}\1034.MST" RAWSADVRTISENAMELIST=; ENABLEADVRT=1 PATCH="C:\RAWSX64\Updates\RAWSx645204RSP1.msp;" VMWAREGUEST = 1 INSTALLUIMODE=1
10-25-2011,12:36:49 : Running Upgrade Mode
10-25-2011,12:36:49 : AgentInstaller::Install_Product_Thread
10-25-2011,12:36:49 : BEOperations::BE_GetInstalledProdCodeVersion()
10-25-2011,12:36:49 : Found 13.0.4164 RAWS AMD64 Product.
10-25-2011,12:36:49 : BEOps::BE_PrepareCachedRawsMSIForUpgrade
10-25-2011,12:36:49 : Updated RAWS cache for PDVFS functionality
10-25-2011,12:36:49 : Updated malta RAWS X64 cache MSI
10-25-2011,12:36:49 : msiexec /i {FE2F6A2C-196E-4210-9C04-2B1BC21F07EF} REMOVE=VSS /qn REBOOT=ReallySuppress
10-25-2011,12:36:50 : Launching MSI: C:\RAWSX64\install\media\Symantec Backup Exec Remote Agent for Windows Systems.msi
10-25-2011,12:36:50 : Discovered Total Actions: 0
10-25-2011,12:36:50 : The return code from the MSI is: 1620
10-25-2011,12:36:50 : AgentSeqDlgs::PostInstallActions
10-25-2011,12:36:50 : Cleaning up the symc status key
10-25-2011,12:36:50 : The return value for Symantec Backup Exec Remote Agent for Windows Systems returned error code: 1620
10-25-2011,12:36:50 : Clean up Symantec installer keys.
10-25-2011,12:36:53 : AgentSeqDlgs::Misc_BE_CommonOps
10-25-2011,12:36:53 : Dialog Sequence Returning errorlevel 1620
10-25-2011,12:36:53 : The Installation Failed!
10-25-2011,12:36:54 : The return code is: 1620
10-25-2011,12:36:54 : ERROR: Installation failed with error 1620. GetLastError = :0

I dont have AV o FW on the servers, and I haven't mark the AOF option in the isntall. I can't install remotely or locally, and I dont't know how to do now. 

I have try to install the agent from the iso of R3 and without results.

[bmartinsanchez]

I did it, but it doesn't work.

[pkh]

Check the permission of the temp directory on the remote server and make sure that Everybody has read/write permission for it.  This is the directory to which the installation package would be unpacked.

[bmartinsanchez]

I downloaded again the iso, and I can install the agent from it (local) THANKS A LOT

[Adiz]

You can uninstall manualy (the dirty way) and reinstall the R3 version.

http://www.symantec.com/docs/TECH8798 - Manual Uninstall