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Backup exec 15 - LiveUpdate fails to install updates

Hi,

I'm having difficulties installing Feature pack 5 using LiveUpdate (http://www.veritas.com/docs/TECH100816 - URL is dead).

I have rebooted the server and doesn't appear to have made a difference. Also cleared Cache from LiveUpdate. 

This is the error I'm getting after LiveUpdate attempts to install

"Update HOTFIX 100816 (X64) failed to install. Review the Backup Exec installation log for more information."

 

Any ideas how I can fix this?

 

Thanks

 

 

1 Solution

Accepted Solutions
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Accepted Solution!

Re: Backup exec 15 - LiveUpdate fails to install updates

Good point - the public version might help, nice spot RogRubin...  :-)

Also as you've probably realised:

For Backup Exec 15, search for : 14.2.1180 (the number shown in the Help - About Backup Exec splash screen)

View solution in original post

8 Replies
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Re: Backup exec 15 - LiveUpdate fails to install updates

Try reviewing the FP-5 cab file which will have been created during the install process and can be found here:

C:\ProgramData\Symantec\Backup exec\Logs\FP-5.cab

hopefully this should have an error in it somewhere pointig you in the right troubleshooting direction.

Note that BE15 went End of Life back in November last year, one possible reason why the TN is no longer visible. Consequently would recommend upgrading to a newer version of Backup Exec, such as BE16, BE20 or preferable BE21 which was just released last month. 
veritas.com/content/support/en_US/article.100040087

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Re: Backup exec 15 - LiveUpdate fails to install updates

Hello,

 

Thanks for your reply.

The Log appears to point to  " Error code 1603"

 

Here is an extract from the logs, 

Tried googling but couldn't find a solution. 

 


=== Logging stopped: 26/05/2020 13:40:27 ===
MSI (s) (4C:B4) [13:40:27:042]: Product: Symantec Backup Exec - Update 'Symantec Backup Exec (Feature Pack 5)' could not be installed. Error code 1603. Additional information is available in the log file C:\ProgramData\Symantec\Backup Exec\Logs\HOTFIX 100816 (X64).log.

MSI (s) (4C:B4) [13:40:27:042]: Windows Installer installed an update. Product Name: Symantec Backup Exec. Product Version: 14.2.1180. Product Language: 1033. Manufacturer: Symantec Corporation. Update Name: Symantec Backup Exec (Feature Pack 5). Installation success or error status: 1603.

MSI (s) (4C:B4) [13:40:27:042]: Note: 1: 1729
MSI (s) (4C:B4) [13:40:27:042]: Product: Symantec Backup Exec -- Configuration failed.

MSI (s) (4C:B4) [13:40:27:042]: Windows Installer reconfigured the product. Product Name: Symantec Backup Exec. Product Version: 14.2.1180. Product Language: 1033. Manufacturer: Symantec Corporation. Reconfiguration success or error status: 1603.

MSI (s) (4C:B4) [13:40:27:042]: Attempting to delete file C:\Windows\Installer\cc37b3.msp

Is there a workaround for the moment to get this updated while I explore options for upgrading?

 

Thanks

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Re: Backup exec 15 - LiveUpdate fails to install updates

Unfortunately that's a pretty generic error. Are you able to attach the entire HOTFIX 100816 (X64).log or FP-5.cab file to this post if not too large?

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Re: Backup exec 15 - LiveUpdate fails to install updates

Hi,

Thanks again for replying.

The log is 25mb, so uploaded a zipped version...

Thanks

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Re: Backup exec 15 - LiveUpdate fails to install updates

Thanks - that was a fun evening wading through those 26026 KB (made a change to Lockdown Netflix   ;-)
Buried in the logs was this error:

MSI (s) (4C:B4) [13:40:09:666]: Product: Symantec Backup Exec -- Error 1328.Error applying patch to file C:\Config.Msi\PT105.tmp. It has probably been updated by other means, and can no longer be modified by this patch. For more information contact your patch vendor. System Error: -1072807676

Please refer to this technote:

https://isearch.veritas.com/internal-search/en_US/article.100028054.html - Backup Exec service pack or hotfix installation fails with Error 1328. Error applying patch to file.

Interestingly the TN mentions it applies to BE2012/BE2014/BE16 & BE20 and doesn't mention BE15, however I'm sure if it applies to all those other releases it will apply to BE15 too.

Good Luck.

 

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Re: Backup exec 15 - LiveUpdate fails to install updates

Here is the public link of the above mentioned TN:
https://www.veritas.com/support/en_US/article.100028054

Highlighted
Accepted Solution!

Re: Backup exec 15 - LiveUpdate fails to install updates

Good point - the public version might help, nice spot RogRubin...  :-)

Also as you've probably realised:

For Backup Exec 15, search for : 14.2.1180 (the number shown in the Help - About Backup Exec splash screen)

View solution in original post

Highlighted

Re: Backup exec 15 - LiveUpdate fails to install updates

Hey,

Thanks for taking the time to review the logs and providing the KB Smiley Happy

14.2.1180 is indeed the correct directory to search for...on my 2012 server it was located here - C:\Windows\Installer\$PatchCache$\Managed\43F936BCCD75314479264C54D0E52126\14.2.1180

I deleted the said directory and ran Backup Exec 15 as administrator then re-ran the "LiveUpdate" and updates applied successfully Smiley Happy

 

Again, many thanks for your help!