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Cannot install Backup Exec 2010 R3 SP1

GeorgeSVA
Level 3

I get to a point in the installation of this 110MB SP1 and it stops to ask for source files. I point it back to the .msi file and it complains that it cannot access the feature - whatever that means. A revision was released today - 9/26 that I hoped would cure this however this incredibly annoying error is still there.

1 ACCEPTED SOLUTION

Accepted Solutions

Ase
Level 3

Solved by reinstallation of BE with SP1 included.

View solution in original post

15 REPLIES 15

robnicholson
Level 6

I've just succesfully used live update for this service pack. Can you try using that?

Cheers, Rob.

GeorgeSVA
Level 3

Rob,

Unfortunately, for reasons too bizarre to discuss here, Live Update will not cross our firewall. I am forced to download and install.

Nick_Elmer
Level 6
Employee

Hi GeorgeSVA,

Can you post the relevant portion of the install log where its reporting the feature error? I would like to see what is being logged to understand the failure.

Thanks
Nick

GeorgeSVA
Level 3

Nick,

Here is the end where it fails: (I looked up the info via the 'here' link and the solution offered on 9/27 did not work).

09-26-2011,15:42:03 : Property(C): TTCSupport = 1
09-26-2011,15:42:03 : Property(C): MSIRESTARTMANAGERCONTROL = Disable
09-26-2011,15:42:03 : Property(C): LogonUser = Administrator
09-26-2011,15:42:03 : Property(C): Privileged = 1
09-26-2011,15:42:03 : Property(C): REINSTALLMODE = emus
09-26-2011,15:42:03 : Property(C): SystemLanguageID = 1033
09-26-2011,15:42:03 : Property(C): RemoteAdminTS = 1
09-26-2011,15:42:03 : Property(C): RedirectedDllSupport = 2
09-26-2011,15:42:03 : Property(C): MsiNTProductType = 3
09-26-2011,15:42:03 : Property(C): CURRENTDIRECTORY = C:\DOCUME~1\ADMINI~1\LOCALS~1\Temp\pft68~tmp
09-26-2011,15:42:03 : Property(C): DATABASE = C:\WINDOWS\Installer\47366879.msi
09-26-2011,15:42:03 : Property(C): AdminUser = 1
09-26-2011,15:42:03 : Property(C): UILevel = 5
09-26-2011,15:42:03 : Property(C): VersionMsi = 4.05
09-26-2011,15:42:03 : Property(C): EXECUTEACTION = INSTALL
09-26-2011,15:42:03 : === Logging stopped: 9/26/2011 15:42:03 ===
09-26-2011,15:42:03 : m_bUseNativeClient = 1
09-26-2011,15:42:03 : SQL_SetAuditTableHFInfo: SFC-NCIREDOD
09-26-2011,15:42:03 : DRIVER={SQL Native Client};SERVER=SFC-NCIREDOD;Trusted_Connection=Yes;DATABASE=BEDB
09-26-2011,15:42:03 : SQL_ExecuteSQL rc=0 stzSQLCmd=INSERT INTO BELog (ObjectID, ParentID, OperationID, TimeStamp, Username, Message) VALUES ('{40E63354-060B-460E-AFF6-1CB2B9C74DB6}', 11, 4, GETUTCDATE(), 'SFC-NCIREDOD\Administrator', 'Error: Installation of SP 1 has failed.')
09-26-2011,15:42:03 : V-225-136: The patch failed to install. Return code: 1603 ***To search for information about this error, click here
09-26-2011,15:42:03 : Checking to see if any remote agents that publish to this media server need to be updated.
09-26-2011,15:42:03 : Executing beupdateops
09-26-2011,15:42:03 : Exiting PatchSetup.exe


 

CraigV
Moderator
Moderator
Partner    VIP    Accredited

Hi George,

 

2 things I normally do is to stop the BE services and try again, as well as stopping any AV. Having an antivirus running during the upgrade can affect the way in which the upgrade runs, depending on which version you use.

Try those and then run the SP1 installation again!

 

Thanks!

Nick_Elmer
Level 6
Employee

Hi George,

That helps tell me that we had a failure, but usually the lines I'm interested preceed the property dump in the log. The property dump is a couple pages of properties and their values. So, Scroll up until you don't see "Property(C): property=value" statements anymore. Usually the failure is within a few lines before MSI starts dumping out all of it's properties.

What I need will be here above the property dump.
...
09-26-2011,15:42:03 : Property(C): TTCSupport = 1
09-26-2011,15:42:03 : Property(C): MSIRESTARTMANAGERCONTROL = Disable
...
09-26-2011,15:42:03 : SQL_ExecuteSQL rc=0 stzSQLCmd=INSERT INTO BELog (ObjectID, ParentID, OperationID, TimeStamp, Username, Message) VALUES ('{40E63354-060B-460E-AFF6-1CB2B9C74DB6}', 11, 4, GETUTCDATE(), 'SFC-NCIREDOD\Administrator', 'Error: Installation of SP 1 has failed.')
09-26-2011,15:42:03 : V-225-136: The patch failed to install. Return code: 1603 ***To search for information about this error, click here
 

The last lines are usually going to tell you the final result. However, the error logged above the property dump is what tells me why install failed.

Thanks
Nick

Nick_Elmer
Level 6
Employee

Hi George,

You might see something like this in your install log above the property dump. If you do, then you will want to try the steps below:

09-23-2011,16:12:11 : 1: 0 2: Symantec Backup Exec for Windows Servers.msi 3: {06B4D29D-D713-4EF3-B399-C4346FB84FF3} 4: {06B4D29D-D713-4EF3-B399-C4346FB84FF3}; 5: 0 6: 1 7: 1 8: 0
09-23-2011,16:14:11 : ERROR: Error 1706.No valid source could be found for product Symantec Backup Exec. The Windows Installer cannot continue.
 

Windows installer is looking for the Original DVD for 2010 R3. It needs to patch some files it cannot find. As such, if you download the patch and run it outside of Live Update, it will ask you for the patch to the "Symantec Backup Exec for Windows Servers.msi" on the DVD. You can find that in "BE\Winnt\Install\BEx64\Install\Media" if your on a 64 bit machine, or you can use "BE\Winnt\Install\BE32\Install\Media" if your on a 32 bit machine.

This should allow the patch to continue and finish the install. Hope this helps. You can find the interactive patch download here:

http://www.symantec.com/business/support/index?page=content&id=TECH168343&actp=search&viewlocale=en_...

Hope that helps,
Nick

GeorgeSVA
Level 3

Nick, I had a Symantec support rep. on the phone today - we did try the  .msi in that

location (it is a 32-bit server), but still no good.

 

He is having me download a DVD iso from trialware.norton.com.  Since this is the VA - the download

speed is a tragic 100KB/s so I should have the image sometime in November ;)

Nick_Elmer
Level 6
Employee

Are you sure it was a 2010 R3 media? If you give it the path to an old media from a previous release, it will not accept it and it will roll back. Can you verify this was indeed a 2010 R3?

GeorgeSVA
Level 3

Indeed it was a 2010 R3 - we checked the date/time stamp.

Well, oddly enough the .msi downloaded from trialware worked and completed the install

of SP1 - that was an odd one.

Nick_Elmer
Level 6
Employee

Thanks for the update George!

Ase
Level 3

Hi,

 

I have the same Error message at the end, but before the property dump I have the following error, any ideas?

10-03-2011,19:27:11 : ERROR: Error 1328.Error applying patch to file C:\Config.Msi\PT55A.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.

 

-

-

 

10-03-2011,19:28:03 : V-225-136: The patch failed to install. Return code: 1603 ***To search for information about this error, click here

 

//Ase

Nick_Elmer
Level 6
Employee

Hi Ase,

Can you also post a few lines above the error 1328 you added above, as that will tell me what file MSI is trying to patch when it fails.

Ase
Level 3

Hi Nick,

Of cource, here is a couple of lines:

10-03-2011,19:27:09 : File: beclass_mini.dll, Directory: C:\Program Files\Symantec\Backup Exec\License Assessment Tool\, Size: 535920
10-03-2011,19:27:09 : File: bemsdk.dll, Directory: C:\Program Files\Symantec\Backup Exec\License Assessment Tool\, Size: 2987888
10-03-2011,19:27:10 : File: besocket.dll, Directory: C:\Program Files\Symantec\Backup Exec\License Assessment Tool\, Size: 225648
10-03-2011,19:27:10 : File: BeCatSrv.dll, Directory: C:\Program Files\Symantec\Backup Exec\, Size: 1533296
10-03-2011,19:27:11 : ERROR: Error 1328.Error applying patch to file C:\Config.Msi\PT55A.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.
10-03-2011,19:27:11 : Action ended 19:27:11: InstallExecute. Return value 3.
10-03-2011,19:27:11 : Action 19:27:11: Rollback. Rolling back action:
 

Ase
Level 3

Solved by reinstallation of BE with SP1 included.