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Backup Exec Agent Remove Fail

Hamza
Level 3

Hello,

I tried to remove the agent from my server to install the upgraded one but i didn't success.

below is the logs.

03-11-2014,11:49:56 : EnumProcesses Counts: 105
03-11-2014,11:49:56 : Windows Operating System Version: 6.1
03-11-2014,11:49:56 : GetProductInfo returned success. Checking for CORE OS values.
03-11-2014,11:49:58 : Executing managed _Setup:
03-11-2014,11:49:58 : C:\Users\administrator.NAFCEL\Desktop\RAWSX64\install\_Setup.exe
03-11-2014,11:49:58 : Loading XML from:
03-11-2014,11:49:58 : C:\Users\administrator.NAFCEL\Desktop\RAWSX64\install\IFProducts.xml
03-11-2014,11:49:59 : ArgsDataParser::InitDictionary
03-11-2014,11:49:59 : AgentSeqDlgs::RawsDlgSequence
03-11-2014,11:49:59 : Set RAWS Media path: C:\Users\administrator.NAFCEL\Desktop\RAWSX64\install\media\
03-11-2014,11:49:59 : RawsDlgSequence::CheckInstMode
03-11-2014,11:49:59 : BEOperations::BE_GetInstalledProdCodeVersion()
03-11-2014,11:49:59 : Found Current RAWS AMD64 Product.
03-11-2014,11:49:59 : Equal PIDs.
03-11-2014,11:49:59 : Installing Version 13.0.5204; (Major=13, Minor=0, Build=5204) = Target Version 13.0.5204; (Major=13, Minor=0, Build=5204)
03-11-2014,11:49:59 : Equal PIDs, Maintenance Mode.
03-11-2014,11:50:00 : Running in Maintenance mode
03-11-2014,11:50:00 : Trying to redirect to cached _setup.exe
03-11-2014,11:50:00 : The cached _setup.exe could not be found
03-11-2014,11:50:00 : Continuing install using Non-Cached media
03-11-2014,11:50:00 : BEOperations::BE_GetInstalledProdCodeVersion()
03-11-2014,11:50:00 : Found Current RAWS AMD64 Product.
03-11-2014,11:50:00 : Terminal Services enabled.
03-11-2014,11:50:00 : Terminal Services server has been set to Install mode.
03-11-2014,11:50:00 : Launching UI Install
03-11-2014,11:50:00 : Running in Maintenance mode
03-11-2014,11:50:00 : AgentSeqDlgs::ADlgWelcome
03-11-2014,11:50:00 : AgentSeqDlgs::ADlgMaintenanceType
03-11-2014,11:50:00 : AgentSeqDlgs::DlgChooseCustom
03-11-2014,11:50:00 : AgentSeqDlgs::ADlgPublishRemoteSrv
03-11-2014,11:50:00 : AgentSeqDlgs::AdlgInstallComplete
03-11-2014,11:50:00 : AgentSeqDlgs::Misc_BE_CommonOps
03-11-2014,11:50:13 : INFO -2146233087: Unable to determine if Windows Deduplication volume.
03-11-2014,11:50:13 : AgentSeqDlgs::ReadAdvertiseListKey
03-11-2014,11:50:19 : AgentSeqDlgs::AgentInstaller
03-11-2014,11:50:19 : Starting Install
03-11-2014,11:50:19 : RAWS MSI Command Line: EXE_ENVOKED=1 ALLUSERS=1 REBOOT=ReallySuppress REMOVE=ALL REINSTALL="" MSIRESTARTMANAGERCONTROL=Disable INSTALLUIMODE=1
03-11-2014,11:50:19 : Running Uninstall Mode
03-11-2014,11:50:19 : Get installed MSI from cache folder: C:\Windows\Installer\154afd.msi
03-11-2014,11:50:19 : AgentInstaller::Install_Product_Thread
03-11-2014,11:50:19 : Launching MSI: C:\Windows\Installer\154afd.msi
03-11-2014,11:50:19 : Discovered Total Actions: 0
03-11-2014,11:50:19 : The return code from the MSI is: 2
03-11-2014,11:50:19 : AgentSeqDlgs::PostInstallActions
03-11-2014,11:50:19 : The return value for Symantec Backup Exec Remote Agent for Windows Systems returned error code: 2
03-11-2014,11:50:19 : Clean up Symantec installer keys.
03-11-2014,11:50:19 : Cleaning up the symc status key
03-11-2014,11:50:24 : AgentSeqDlgs::Misc_BE_CommonOps
03-11-2014,11:50:24 : Dialog Sequence Returning errorlevel 2

Please help.

 

Thanks

 

Hamza.

24 REPLIES 24

Hamza
Level 3

My server OS is win server 2008 R2 Enterprise 64x

Siddhant_Saini
Level 6
Accredited Certified

Hello Hamza,

Please refer to the following links to manually remove RAWS(Remote Agent for Windows Server): 

http://www.symantec.com/docs/TECH130940

http://www.symantec.com/docs/TECH67216

Hamza
Level 3

Thanks Siddhant,

 

I have removed the application manually via deleting registry keys.

when i tried to push it again, it stopped on 50% and stop proceeding.

i was waiting 20 minutes and nothing happened.

I tried to install the agent manually but with the same issue.

 

I attached the snapshot,

 

any idea please.

 

Regards,

 

CraigV
Moderator
Moderator
Partner    VIP    Accredited

Hi,

 

Have you tried to do a manual installation of the RAWS agent?

http://www.symantec.com/business/support/index?page=content&id=TECH30491

Also, if there is an antivirus installed on the remote server, stop it and then try the push-install again.

Thanks!

Siddhant_Saini
Level 6
Accredited Certified

Hamza, could you please copy the entire 'Agents' folder(from Program Files\Symantec\Backup Exec folder) to the Remote Server and then try to perform a manual installation(ensure that the product is removed from registry once again(as it might have tried to add the keys again during the previous installation)). At times, it gets stuck on 'Loading...' state when its trying to update the dependencies. 

Copying the Agents folder would copy the remaining required files as well(like MSXML and .NET Framework). 

CraigV
Moderator
Moderator
Partner    VIP    Accredited

sidd: everything above is contained in the TN that I posted 20 minutes ago. Please read previous posts before adding redundant/already mentioned information.

Thanks!

Hamza
Level 3

Hi Craig,

I tried to install it manually but still showing pending as attached,

 

also i disabled the antivirus and i didn't success

 

Any Idea.

CraigV
Moderator
Moderator
Partner    VIP    Accredited

OK...and there is enough disk space on the drive you're installing too? Have you tried to restart the server (make sure the AV is disabled and stopped when it comes up again) and then reinstall the RAWS agent?

Thanks!

Hamza
Level 3

Hi Craig,

 

Yes there is enough space and i restarted the server twice after disabling the antivirus and after removing the agent manually.

 

and still it's showing loading.

 

any idea please?

 

Thx

CraigV
Moderator
Moderator
Partner    VIP    Accredited

...is there a firewall running? If so stop and disable it.

Can you do a DNS check as well between the media server and this particular remote server? Ping the IP address and name of each from the other, and run a nslookup on both to make sure they can resolve the necessary.

Thanks!

Hamza
Level 3

Is there any software which i can make sure the application has been removed 100%?

I did the steps one by one,

 

when i'm trying to install the agent manually it's showing add, repaire, and remove.

 

when i choose add and repaire it will show loading status.

or when i choose remove it will show failed.

 

?

 

 

Hamza
Level 3

the firewall is off,

 

the DNS query is OK

 

ping is ok

 

 

Please help

CraigV
Moderator
Moderator
Partner    VIP    Accredited

...If you remove the agent as per 1 of the TNs the Symantec employee posted, then it should remove all traces of it.

Thanks!

Hamza
Level 3

I did what he said exactly.

 

also one agent from symantec connected remoptely to the server and checked himself.

 

since 1 week syamtec guys couldn't solve the issue.

 

that's why i posted it here!

 

Thanks

Hamza
Level 3

The Logs

 

03-11-2014,15:06:59 : EnumProcesses Counts: 106
03-11-2014,15:06:59 : Windows Operating System Version: 6.1
03-11-2014,15:06:59 : GetProductInfo returned success. Checking for CORE OS values.
03-11-2014,15:07:01 : Executing managed _Setup:
03-11-2014,15:07:01 : C:\Program Files\Syamntec\Backup Exec\RAWSX64\install\_Setup.exe
03-11-2014,15:07:02 : Loading XML from:
03-11-2014,15:07:02 : C:\Program Files\Syamntec\Backup Exec\RAWSX64\install\IFProducts.xml
03-11-2014,15:07:02 : ArgsDataParser::InitDictionary
03-11-2014,15:07:02 : AgentSeqDlgs::RawsDlgSequence
03-11-2014,15:07:02 : Set RAWS Media path: C:\Program Files\Syamntec\Backup Exec\RAWSX64\install\media\
03-11-2014,15:07:02 : RawsDlgSequence::CheckInstMode
03-11-2014,15:07:02 : BEOperations::BE_GetInstalledProdCodeVersion()
03-11-2014,15:07:02 : Found Current RAWS AMD64 Product.
03-11-2014,15:07:02 : Equal PIDs.
03-11-2014,15:07:02 : Installing Version 13.0.5204; (Major=13, Minor=0, Build=5204) = Target Version 13.0.5204; (Major=13, Minor=0, Build=5204)
03-11-2014,15:07:02 : Equal PIDs, Maintenance Mode.
03-11-2014,15:07:02 : Running in Maintenance mode
03-11-2014,15:07:02 : Trying to redirect to cached _setup.exe
03-11-2014,15:07:02 : The cached _setup.exe could not be found
03-11-2014,15:07:02 : Continuing install using Non-Cached media
03-11-2014,15:07:02 : BEOperations::BE_GetInstalledProdCodeVersion()
03-11-2014,15:07:02 : Found Current RAWS AMD64 Product.
03-11-2014,15:07:02 : Terminal Services enabled.
03-11-2014,15:07:02 : Terminal Services server has been set to Install mode.
03-11-2014,15:07:02 : Launching UI Install
03-11-2014,15:07:02 : Running in Maintenance mode
03-11-2014,15:07:02 : AgentSeqDlgs::ADlgWelcome
03-11-2014,15:07:02 : AgentSeqDlgs::ADlgMaintenanceType
03-11-2014,15:07:02 : AgentSeqDlgs::DlgChooseCustom
03-11-2014,15:07:02 : AgentSeqDlgs::ADlgPublishRemoteSrv
03-11-2014,15:07:02 : AgentSeqDlgs::AdlgInstallComplete
03-11-2014,15:07:02 : AgentSeqDlgs::Misc_BE_CommonOps
03-11-2014,15:07:09 : AgentSeqDlgs::AgentInstaller
03-11-2014,15:07:09 : Starting Install
03-11-2014,15:07:09 : RAWS MSI Command Line: EXE_ENVOKED=1 ALLUSERS=1 REBOOT=ReallySuppress REMOVE=ALL REINSTALL="" MSIRESTARTMANAGERCONTROL=Disable INSTALLUIMODE=1
03-11-2014,15:07:09 : Running Uninstall Mode
03-11-2014,15:07:09 : Get installed MSI from cache folder: C:\Windows\Installer\154afd.msi
03-11-2014,15:07:09 : AgentInstaller::Install_Product_Thread
03-11-2014,15:07:09 : Launching MSI: C:\Windows\Installer\154afd.msi
03-11-2014,15:07:09 : Discovered Total Actions: 0
03-11-2014,15:07:09 : The return code from the MSI is: 2
03-11-2014,15:07:09 : AgentSeqDlgs::PostInstallActions
03-11-2014,15:07:09 : Cleaning up the symc status key
03-11-2014,15:07:09 : The return value for Symantec Backup Exec Remote Agent for Windows Systems returned error code: 2
03-11-2014,15:07:09 : Clean up Symantec installer keys.
03-11-2014,15:07:12 : AgentSeqDlgs::Misc_BE_CommonOps
03-11-2014,15:07:12 : Dialog Sequence Returning errorlevel 2
 

Hamza
Level 3

Any Ideas Please!

CraigV
Moderator
Moderator
Partner    VIP    Accredited

That error message is addressed below:

http://www.symantec.com/business/support/index?page=content&id=TECH130140

 

PS: Asking you to check and do a couple of things are indicative of ideas wink

Hamza
Level 3

Actually, i went to registry editor and i searched for any backup exec file and deleted.

I restarted the server and after that the agent was deleted.

I pushed the agent again successfully and did a restart.

 

Now i'm facing different issue, when i'm trying to run the backup job or the restore job it's showing trust relation error as attached,

 

 

Please Help.

 

regards,

Hamza.

Siddhant_Saini
Level 6
Accredited Certified

Please refer to the following links for fixing this: 

http://www.symantec.com/docs/TECH162362

http://www.symantec.com/docs/TECH159323