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Cannot install BE Remote agent on Exchange 2010 server

Level 2

Hey there, hope someone can assist...

New infrastructure and install of BE 2010R3. Installing agents to other 2008R2 servers goes fine, but always fails trying my Exchange 2010 Server 2008R2 box. Get error message of "error connecting to remote computer. Ensure computer available..."

Scoured the web, found info on how to copy the RAWS and MSXML folders to the server and try an install from there. I try the local install (as Admin) and it fails with this:


Symantec Backup Exec Remote Agent (TM) 13 Installation Log

12-22-2011,19:21:51 : EnumProcesses Counts: 100
12-22-2011,19:21:51 : Windows Operating System Version: 6.1
12-22-2011,19:21:51 : GetProductInfo returned success. Checking for CORE OS values.
12-22-2011,19:21:54 : Executing managed _Setup:
12-22-2011,19:21:54 : C:\Symantec\RAWSX64\install\_Setup.exe
12-22-2011,19:21:54 : Loading XML from:
12-22-2011,19:21:54 : C:\Symantec\RAWSX64\install\IFProducts.xml

12-22-2011,19:21:54 : BEOperations::BE_GetInstalledProdCodeVersion()
12-22-2011,19:21:54 : BEOperations::BE_GetInstalledProdCodeVersion()
12-22-2011,19:21:54 : Terminal Services enabled.
12-22-2011,19:21:54 : Terminal Services server has been set to Install mode.
12-22-2011,19:21:54 : Launching UI Install
12-22-2011,19:21:54 : Running in Installation mode
12-22-2011,19:21:54 : AgentSeqDlgs::ADlgWelcome
12-22-2011,19:21:54 : AgentSeqDlgs::ADlgInstallType
12-22-2011,19:21:54 : RawsDlgSequence::CheckInstalledProducts
12-22-2011,19:21:54 : BEOperations::BE_GetInstalledProdCodeVersion()
12-22-2011,19:21:54 : BEOperations::BE_GetInstalledProdCodeVersion()
12-22-2011,19:21:54 : AgentSeqDlgs::DlgChooseCustom
12-22-2011,19:21:54 : AgentSeqDlgs::ADlgPublishRemoteSrv
12-22-2011,19:21:54 : AgentSeqDlgs::AdlgInstallComplete
12-22-2011,19:21:54 : AgentSeqDlgs::Misc_BE_CommonOps
12-22-2011,19:22:11 : Local Install Agent
12-22-2011,19:22:13 : AgentSeqDlgs::ReadAdvertiseListKey
12-22-2011,19:22:29 : AgentSeqDlgs::ReadAdvertiseListKey
12-22-2011,19:22:29 :;
12-22-2011,19:22:31 : AgentSeqDlgs::AgentInstaller
12-22-2011,19:22:31 : Starting Install
12-22-2011,19:22:32 : In GetVMWareGuest().
12-22-2011,19:22:32 : 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}\1033.MST" RAWSADVRTISENAMELIST=; ENABLEADVRT=1 VMWAREGUEST = 0 INSTALLUIMODE=1
12-22-2011,19:22:32 : Running Install Mode
12-22-2011,19:22:32 : AgentInstaller::Install_Product_Thread
12-22-2011,19:22:32 : Launching MSI: C:\Symantec\RAWSX64\install\media\Symantec Backup Exec Remote Agent for Windows Systems.msi
12-22-2011,19:22:32 : Discovered Total Actions: 0
12-22-2011,19:22:32 : The return code from the MSI is: 2
12-22-2011,19:22:32 : AgentSeqDlgs::PostInstallActions
12-22-2011,19:22:32 : Cleaning up the symc status key
12-22-2011,19:22:33 : The return value for Symantec Backup Exec Remote Agent for Windows Systems returned error code: 2
12-22-2011,19:22:33 : Clean up Symantec installer keys.
12-22-2011,19:22:37 : AgentSeqDlgs::Misc_BE_CommonOps
12-22-2011,19:22:37 : Dialog Sequence Returning errorlevel 2
12-22-2011,19:22:37 : The Installation Failed! 

I've looked up solutions on how to fix this, and all I see are things related to security access. I don't believe this is the case due to the fact I have tried under my account (DOM Admin) and the (Admin) account both on the server and via RDP. The folder security is the same on this server as every other. They were all installed the same way...

Any ideas? I'm banging my head against the wall. :(



Level 6


Also verify that the RAWSx64 folder downloaded from the Web (the 4 x ISO files) is not corrupt.Its not certain if the corruption is at the source inside Symantecs download server or if the files became corrupt during download.

Level 6
Employee Accredited Certified

Is UAC disabled ?

Also, corrupt RAWS install file can also be an issue...Have you tried re-downloading the iso just to install files is not may download from -

Level 3

Hai Rciglar


Check with this document.


Article URL

Article URL

These errors can occur during the installation of Backup Exec due to permission issues on the download directory. Ensure the logged in user and also the SYSTEM account has been assigned Full Control permissions of the directory where the Backup Exec installation files were extracted to.
User access control (UAC) being set to Always notify can also result in these errors, however disabling UAC will require a reboot
These errors can also occur if the source media ISO file is extracted on a network share or another server/workstation then copied to the Backup Exec media server. Mount or extract the ISO file directly on the media server.


I think the  .msi file is missing for the installation.


Symantec Backup Exec Remote Agent for Windows Systems.msi   file.


Either for installation or uninstallation this file is important. While installing remote agent it will look for this file.

Level 2

Thanks, but I've tried all of these solutions. As said in my original post, the installs work perfect on all of my other servers, just not my Exchange box. I am logging in with both the Domain Administrator account and my own Domain Admin ID. Checked the permissions, same as my other servers. Only difference is that this one runs MS Exchange 2010.

Level 6
Employee Accredited Certified

Is the remote registry service running ? Any errors in the Event Viewer ?

Try a manual uninstall & try to remove any failed traces of the remote agent install & re-try


Level 2

Hi there,

No unusual errors in the event logs, and checking my programs, the only installed products from Symantec are 1.) LiveUpdate 3.3 & 2.) Symanyec Mail Security for MS Exchange.

Could the Mail Security be the cause?? I wouldn't think so, but that is really the only difference between this and my other servers. Again, the agent fails from both the media server, and a manual try. All provide the same error message as stated above. Also - these servers are in the same rack - so it's not a bandwidth issue...



Level 3
Partner Accredited

From your exchange browse the media server and run the installer as admin and it should be okay.

Level 2

You, my friend, are a gentleman and a scholar!! Installed all I need to do is run a backup job to test!!


Thanks much!!