Backup Exec 11d Service Pack 4 Fail to Install

[Ben_Blackmore]

Hi,

I'm trying to install SP4 onto a server running BE 11d build 7170 SP3. However, when I run be7170RSP4_32bit_317520.exe, the Windows installer looks like its going to start installing, but then errors with: "Upgrade terminated unexpectedly. Please see installation log for details.".
When I look at bkupinst.log it shows the following:

***Failed. went into writelog, but did not send to log server
 Entering PatchSetup.exe***Failed. went into writelog, but did not send to log server
 Command Line: /NAME:SP-4 /UI:FULL***Failed. went into writelog, but did not send to log server
 Executing GetPatchInfo.***Failed. went into writelog, but did not send to log server
 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.
C:\WINDOWS\Installer\5ec1886f.msi***Failed. went into writelog, but did not send to log server
 V-225-136:  The patch failed to install.  Return code: 1635  ***To search for information about this error, click <a href="http://support.veritas.com/umi/V-225-136" target="main">here </a> ***Failed. went into writelog, but did not send to log server
 Exiting PatchSetup.exe

Although the log says 5ec1886f.msi failed, it does exist under c:\windows\installer, and seems to be readable, there aren't any weird security permissions on it, and it's not read only/hidden etc.

How can I fix this error, so I can get SP4 to successfully install?

Thanks

Ben

[Dev_T]

Hello,

Could you please attach the bkupinstlhtm file located at
C:\Documents and Settings\All Users\Application Data\Symantec\backup exec folder...(Please unhide all the hidden folders before)

You can try:
-- Delete all the temp files...
-- Cut and paste everything under the C:\windows\installer folder and run the exe file.

[Dev_T]

Hello,

Please go through the following technote:

http://support.veritas.com/docs/303066

[Ben_Blackmore]

Hi,

Thanks for the reply.

I can't seem to attach the files in a reply, so I'll copy & paste the contents of both files in C:\Documents and Settings\All Users\Application Data\Symantec\backup exec\
bkupinst.htm
------------------------------------------------------------------------
VxLogServer Generated Log Files

Symantec Backup Exec (TM) 11 for Windows Servers Patch Log : SP-4

09-23-2009,17:27:38 : Setup.ini.0B400D21_0933_47C3_86AE_B09DF0B01D80 was not removed from RemoveFile table.
09-23-2009,17:27:38 : Entering PatchSetup.exe
09-23-2009,17:27:38 : Command Line: /NAME:SP-4 /UI:FULL
09-23-2009,17:27:38 : Executing GetPatchInfo.
09-23-2009,17:28:51 : 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. C:\WINDOWS\Installer\5ec1886f.msi
09-23-2009,17:28:51 : V-225-136: The patch failed to install. Return code: 1635 ***To search for information about this error, click here
09-23-2009,17:28:51 : InstallManager.dll has been updated in cached MSI Binary table.
09-23-2009,17:28:51 : Exiting PatchSetup.exe
------------------------------------------------------------------------
Vxinst.log
------------------------------------------------------------------------
<Session>
 <logdata>
   <caller>0</caller>
   <type>0</type>
   <datetime>09-23-2009,17:27:38 </datetime>
   <msg>Setup.ini.0B400D21_0933_47C3_86AE_B09DF0B01D80 was not removed from RemoveFile table.</msg>
 </logdata>
 <LogFileHeader>Symantec Backup Exec (TM) 11 for Windows Servers Patch Log : SP-4</LogFileHeader>
 <logdata>
   <caller>0</caller>
   <type>0</type>
   <datetime>09-23-2009,17:27:38 </datetime>
   <msg>Entering PatchSetup.exe</msg>
 </logdata>
 <logdata>
   <caller>0</caller>
   <type>0</type>
   <datetime>09-23-2009,17:27:38 </datetime>
   <msg>Command Line: /NAME:SP-4 /UI:FULL</msg>
 </logdata>
 <logdata>
   <caller>0</caller>
   <type>0</type>
   <datetime>09-23-2009,17:27:38 </datetime>
   <msg>Executing GetPatchInfo.</msg>
 </logdata>
 <logdata>
   <caller>0</caller>
   <type>0</type>
   <datetime>09-23-2009,17:28:51 </datetime>
   <msg>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.

C:\WINDOWS\Installer\5ec1886f.msi</msg>
 </logdata>
 <logdata>
   <caller>0</caller>
   <type>2</type>
   <datetime>09-23-2009,17:28:51 </datetime>
   <msg>V-225-136:  The patch failed to install.  Return code: 1635  ***To search for information about this error, click &lt;a href="http://support.veritas.com/umi/V-225-136" target="main"&gt;here &lt;/a&gt; </msg>
 </logdata>
 <logdata>
   <caller>0</caller>
   <type>0</type>
   <datetime>09-23-2009,17:28:51 </datetime>
   <msg>InstallManager.dll has been updated in cached MSI Binary table.</msg>
 </logdata>
 <logdata>
   <caller>0</caller>
   <type>0</type>
   <datetime>09-23-2009,17:28:51 </datetime>
   <msg>Exiting PatchSetup.exe</msg>
 </logdata>
</Session>