BackupExec 10d SP4 fails to install with the error...

Terry_Austin · ‎03-24-2009

BackupExec 10d SP4 fails to install with the error "The installation source for this product is not available. Verify that the source exists and that you can access it."

Windows Server 2003 R2
BackupExec 10d SP3

I enabled MSI logging to capture the MSI errors (see below)

As stated in the log file, the file "d718f6.msi" does NOT exist. I tried to run a repair install from Add/Remove Programs and it failed with the same error.

I did a Google search for the MSI file and there were no hits so I believe the filename is randomly generated. Does anyone have an idea on how to resolve this problem?

Regards,

Terry

MSI (c) (54:9C) [21:27:45:396]: ******* RunEngine:
           ******* Product: {B85BA2E5-BD10-4B9D-AE29-BC11947A834D}
           ******* Action:
           ******* CommandLine: **********
MSI (c) (54:9C) [21:27:45:412]: Machine policy value 'DisableUserInstalls' is 0
MSI (c) (54:9C) [21:27:45:427]: Cloaking enabled.
MSI (c) (54:9C) [21:27:45:427]: Attempting to enable all disabled priveleges before calling Install on Server
MSI (c) (54:9C) [21:27:45:427]: End dialog not enabled
MSI (c) (54:9C) [21:27:45:427]: Original package ==> C:\WINDOWS\Installer\d718f6.msi
MSI (c) (54:9C) [21:27:45:427]: Package we're running from ==> C:\WINDOWS\Installer\d718f6.msi
MSI (c) (54:9C) [21:27:45:474]: APPCOMPAT: looking for appcompat database entry with ProductCode '{B85BA2E5-BD10-4B9D-AE29-BC11947A834D}'.
MSI (c) (54:9C) [21:27:45:474]: APPCOMPAT: no matching ProductCode found in database.
MSI (c) (54:9C) [21:27:45:474]: MSCOREE not loaded loading copy from system32
MSI (c) (54:9C) [21:27:45:474]: Couldn't find local patch ''. Looking for it at its source.
MSI (c) (54:9C) [21:27:45:474]: Resolving Patch source.
MSI (c) (54:9C) [21:27:45:474]: User policy value 'SearchOrder' is 'nmu'
MSI (c) (54:9C) [21:27:45:474]: User policy value 'DisableMedia' is 0
MSI (c) (54:9C) [21:27:45:474]: Machine policy value 'AllowLockdownMedia' is 0
MSI (c) (54:9C) [21:27:45:474]: SOURCEMGMT: Media enabled only if package is safe.
MSI (c) (54:9C) [21:27:45:474]: SOURCEMGMT: Looking for sourcelist for product {DAC60AAC-EEFA-4121-98C3-85F4F9999AA4}
MSI (c) (54:9C) [21:27:45:474]: Note: 1: 1706 2: {DAC60AAC-EEFA-4121-98C3-85F4F9999AA4} 3:
MSI (c) (54:9C) [21:27:45:474]: SOURCEMGMT: Failed to resolve source
The installation source for this product is not available. Verify that the source exists and that you can access it.
C:\WINDOWS\Installer\d718f6.msi
MSI (c) (54:9C) [21:27:45:474]: Note: 1: 1708
MSI (c) (54:9C) [21:27:45:474]: Note: 1: 2729
MSI (c) (54:9C) [21:27:45:474]: Note: 1: 2729
MSI (c) (54:9C) [21:27:45:490]: Product: Symantec Backup Exec for Windows Servers -- Installation failed.

MSI (c) (54:9C) [21:27:45:490]: MainEngineThread is returning 1612
=== Verbose logging stopped: 3/23/2009 21:27:45 ===

Terry_Austin · ‎03-26-2009

The MSI file C:\WINDOWS\Installer\d718f6.msi does indeed exist. I checked the NTFS rights to the directory and files. System and Admiinistrators had full access, Everyone had Read access. I granted Everyone Full access to the MSI file and the transform file. This did not change the error.

I also update Windows Installer to the latest (v4.05.6001) with no effect. I also downloaded the patch again, unpacked it manually, and ran the msiexec command from the command line. No change.

I captured the event live using Process Monitor. There were no Failed events. I could see the same error posted by msiexec that it couldn't find the msi file.

Here is the latest log. Can anyone at Symantec decipher the sequence to determine if the install is performing as expected?

=== Verbose logging started: 3/26/2009 6:06:48 Build type: SHIP UNICODE 4.05.6001.00 Calling process:

C:\WINDOWS\system32\msiexec.exe ===
MSI (c) (64:FC) [06:06:48:020]: Resetting cached policy values
MSI (c) (64:FC) [06:06:48:020]: Machine policy value 'Debug' is 0
MSI (c) (64:FC) [06:06:48:020]: ******* RunEngine:
           ******* Product: {B85BA2E5-BD10-4B9D-AE29-BC11947A834D}
           ******* Action:
           ******* CommandLine: **********
MSI (c) (64:FC) [06:06:48:020]: Client-side and UI is none or basic: Running entire install on the server.
MSI (c) (64:FC) [06:06:48:020]: Grabbed execution mutex.
MSI (c) (64:FC) [06:06:48:082]: Cloaking enabled.
MSI (c) (64:FC) [06:06:48:082]: Attempting to enable all disabled privileges before calling Install on Server
MSI (c) (64:FC) [06:06:48:082]: Incrementing counter to disable shutdown. Counter after increment: 0
MSI (s) (F8:68) [06:06:48:114]: Running installation inside multi-package transaction

{B85BA2E5-BD10-4B9D-AE29-BC11947A834D}
MSI (s) (F8:68) [06:06:48:114]: Grabbed execution mutex.
MSI (s) (F8:F0) [06:06:48:114]: Resetting cached policy values
MSI (s) (F8:F0) [06:06:48:114]: Machine policy value 'Debug' is 0
MSI (s) (F8:F0) [06:06:48:114]: ******* RunEngine:
           ******* Product: {B85BA2E5-BD10-4B9D-AE29-BC11947A834D}
           ******* Action:
           ******* CommandLine: **********
MSI (s) (F8:F0) [06:06:48:114]: Machine policy value 'DisableUserInstalls' is 0
MSI (s) (F8:F0) [06:06:48:114]: Setting cached product context: machine assigned for product:

5E2AB58B01DBD9B4EA92CB1149A738D4
MSI (s) (F8:F0) [06:06:48:114]: Using cached product context: machine assigned for product:

5E2AB58B01DBD9B4EA92CB1149A738D4
MSI (s) (F8:F0) [06:06:48:161]: End dialog not enabled
MSI (s) (F8:F0) [06:06:48:161]: Original package ==> C:\WINDOWS\Installer\d718f6.msi
MSI (s) (F8:F0) [06:06:48:161]: Package we're running from ==> C:\WINDOWS\Installer\d718f6.msi
MSI (s) (F8:F0) [06:06:48:207]: Using cached product context: machine assigned for product:

5E2AB58B01DBD9B4EA92CB1149A738D4
MSI (s) (F8:F0) [06:06:48:207]: Using cached product context: machine assigned for product:

5E2AB58B01DBD9B4EA92CB1149A738D4
MSI (s) (F8:F0) [06:06:48:207]: APPCOMPAT: looking for appcompat database entry with ProductCode

'{B85BA2E5-BD10-4B9D-AE29-BC11947A834D}'.
MSI (s) (F8:F0) [06:06:48:207]: APPCOMPAT: no matching ProductCode found in database.
MSI (s) (F8:F0) [06:06:48:207]: Using cached product context: machine assigned for product:

5E2AB58B01DBD9B4EA92CB1149A738D4
MSI (s) (F8:F0) [06:06:48:207]: Using cached product context: machine assigned for product:

5E2AB58B01DBD9B4EA92CB1149A738D4
MSI (s) (F8:F0) [06:06:48:207]: MSCOREE not loaded loading copy from system32
MSI (s) (F8:F0) [06:06:48:223]: Using cached product context: machine assigned for product:

5E2AB58B01DBD9B4EA92CB1149A738D4
MSI (s) (F8:F0) [06:06:48:223]: Using cached product context: machine assigned for product:

5E2AB58B01DBD9B4EA92CB1149A738D4
MSI (s) (F8:F0) [06:06:48:223]: Couldn't find local patch ''. Looking for it at its source.
MSI (s) (F8:F0) [06:06:48:223]: Resolving Patch source.
MSI (s) (F8:F0) [06:06:48:223]: User policy value 'SearchOrder' is 'nmu'
MSI (s) (F8:F0) [06:06:48:223]: User policy value 'DisableMedia' is 0
MSI (s) (F8:F0) [06:06:48:223]: Machine policy value 'AllowLockdownMedia' is 0
MSI (s) (F8:F0) [06:06:48:223]: SOURCEMGMT: Media enabled only if package is safe.
MSI (s) (F8:F0) [06:06:48:223]: SOURCEMGMT: Looking for sourcelist for product

{DAC60AAC-EEFA-4121-98C3-85F4F9999AA4}
MSI (s) (F8:F0) [06:06:48:223]: Note: 1: 1706 2: {DAC60AAC-EEFA-4121-98C3-85F4F9999AA4} 3:
MSI (s) (F8:F0) [06:06:48:223]: SOURCEMGMT: Failed to resolve source
MSI (s) (F8:F0) [06:06:48:223]: Searching provided command line patches for patch code

{DAC60AAC-EEFA-4121-98C3-85F4F9999AA4}
MSI (s) (F8:F0) [06:06:48:223]: File will have security applied from OpCode.
MSI (s) (F8:F0) [06:06:49:176]: Original patch ==> c:\downloads\backup exec\besp4\bepatch.msp
MSI (s) (F8:F0) [06:06:49:176]: Patch we're running from ==> c:\WINDOWS\Installer\1c5ee5c.msp
MSI (s) (F8:F0) [06:06:49:176]: Note: 1: 1708
MSI (s) (F8:F0) [06:06:49:176]: Product: Symantec Backup Exec for Windows Servers -- Installation failed.

MSI (s) (F8:F0) [06:06:49:176]: Windows Installer installed the product. Product Name: Symantec Backup Exec for

Windows Servers. Product Version: 10.1.5629. Product Language: . Installation success or error status: 1612.

MSI (s) (F8:F0) [06:06:49:192]: Attempting to delete file c:\WINDOWS\Installer\1c5ee5c.msp
MSI (s) (F8:F0) [06:06:49:192]: MainEngineThread is returning 1612
The installation source for this product is not available. Verify that the source exists and that you can access it.
C:\WINDOWS\Installer\d718f6.msi
MSI (s) (F8:68) [06:06:49:207]: User policy value 'DisableRollback' is 0
MSI (s) (F8:68) [06:06:49:207]: Machine policy value 'DisableRollback' is 0
MSI (s) (F8:68) [06:06:49:207]: Incrementing counter to disable shutdown. Counter after increment: 0
MSI (s) (F8:68) [06:06:49:207]: Note: 1: 1402 2:

HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2
MSI (s) (F8:68) [06:06:49:207]: Note: 1: 1402 2:

HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\InProgress 3: 2
MSI (s) (F8:68) [06:06:49:207]: Note: 1: 1402 2:

HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\InProgress 3: 2
MSI (s) (F8:68) [06:06:49:207]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied.

Counter after decrement: -1
MSI (s) (F8:68) [06:06:49:207]: Restoring environment variables
MSI (c) (64:FC) [06:06:49:207]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied.

Counter after decrement: -1
MSI (c) (64:FC) [06:06:49:207]: MainEngineThread is returning 1612
=== Verbose logging stopped: 3/26/2009 6:06:49 ===

Studio_Two · ‎03-27-2009

Hello,

This happened to me when I originally tried to install 10d.

Almost certainly you are not using the SAME installation disk you LAST used to update Backup Exec. The installation / upgrade routine is looking for files on THAT disk.

For example, I have three disks in my cupboard: 10.0 (original disk); 10.0.5520 (CD-R) and 10d (CD-R).

Had I not put the 10d disk into the CD Drive, the sp4 upgrade would have failed in the way you describe.

HTH,
Stephen

VOX

BackupExec 10d SP4 fails to install with the error "The installation source for this product is not available."