Error 24 installing RAWS

[tech43]

We just upgraded BE 2010 R2 to BE 2014. Install was successfull as well as RAWS also successfull on all remote servers except for one server which gives the following error:

"Error connecting to the remote computer. Ensure that the computer is available, has WMI enabled, and is not blocked by a firewall. 24"

I've checked the 3 issues noted in the error and none should be causing a problem. The remote server is one of two identical servers in a cluster (both running Windows Server 2003 R2 Enterprise x64), the other server had no problem with the RAWS install.

Any ideas?

[AmolB]

Have you checked the below article?

http://www.symantec.com/docs/TECH177320

You may also try local (manual) install of RAWS, refer to the below article.

http://www.symantec.com/docs/TECH179142

[tech43]

I first manually uninstalled v.13 RAWS which was successful, then I tried manually installing per the instructions of TECH179142. It failed right away - details below:

Symantec Backup Exec (TM) 2014 Agent for Windows Installation Log

09-11-2014,16:26:51 : Windows Operating System Version: 5.2 - Server

09-11-2014,16:26:53 : Checking Windows Installer Version.

09-11-2014,16:26:53 : Windows Installer Version: 4.5.6001.22299

09-11-2014,16:26:53 : Checking for .Net Framework 2.0 SP 2.

09-11-2014,16:26:53 : Executing managed _Setup:

09-11-2014,16:26:53 : C:\Misc\RAWSX64\install\_Setup.exe

09-11-2014,16:26:53 : Loading XML from:

09-11-2014,16:26:53 : C:\Misc\RAWSX64\install\IFProducts.xml

09-11-2014,16:26:53 : ArgsDataParser::InitDictionary

09-11-2014,16:26:53 : AgentSeqDlgs::RawsDlgSequence

09-11-2014,16:26:53 : Set RAWS Media path: C:\Misc\RAWSX64\install\media\

09-11-2014,16:26:53 : RawsDlgSequence::CheckInstMode

09-11-2014,16:26:54 : BEOperations::BE_GetInstalledProdCodeVersion()

09-11-2014,16:26:54 : The product detected. PID: , version: .

09-11-2014,16:26:54 : Starting initialization of install data.

09-11-2014,16:26:54 : Completed initialization of install data.

09-11-2014,16:26:54 : BEOperations::BE_GetInstalledProdCodeVersion()

09-11-2014,16:26:54 : The product detected. PID: , version: .

09-11-2014,16:26:54 : BEOperations::BE_GetInstalledProdCodeVersion()

09-11-2014,16:26:54 : The product detected. PID: , version: .

09-11-2014,16:26:54 : Terminal Services enabled.

09-11-2014,16:26:54 : Terminal Services server has been set to Install mode.

09-11-2014,16:26:54 : Executing BE_MsiGetPropertyFromSourceMedia

09-11-2014,16:26:54 : C:\Misc\RAWSX64\install\media\Symantec Backup Exec Remote Agent for Windows Systems.msi

09-11-2014,16:26:54 : 0

09-11-2014,16:26:54 : Launching UI Install

09-11-2014,16:26:54 : Running in Installation mode

09-11-2014,16:26:54 : AgentSeqDlgs::ADlgWelcome

09-11-2014,16:26:54 : AgentSeqDlgs::ADlgInstallType

09-11-2014,16:26:54 : RawsDlgSequence::CheckInstalledProducts

09-11-2014,16:26:54 : BEOperations::BE_GetInstalledProdCodeVersion()

09-11-2014,16:26:54 : The product detected. PID: , version: .

09-11-2014,16:26:54 : BEOperations::BE_GetInstalledProdCodeVersion()

09-11-2014,16:26:54 : The product detected. PID: , version: .

09-11-2014,16:26:54 : AgentSeqDlgs::DlgChooseCustom

09-11-2014,16:26:55 : AgentSeqDlgs::AdlgInstallComplete

09-11-2014,16:26:55 : AgentSeqDlgs::Misc_BE_CommonOps

09-11-2014,16:27:09 : Telemetry Switch setting : False

09-11-2014,16:27:09 : Local Install Agent

09-11-2014,16:27:12 : INFO -2146233087: Unable to determine if Windows Deduplication volume.

09-11-2014,16:27:14 : AgentSeqDlgs::AgentInstaller

09-11-2014,16:27:14 : Executing runtime installer package vcredist_x64.exe.

09-11-2014,16:27:14 : C:\Misc\VCRedist\V10.0\vcredist_x64.exe /q /norestart /log "C:\Documents and Settings\All Users\Application Data\Symantec\Backup Exec\Logs\V10.0_x64_msruntime_install.log"

+ 09-11-2014,16:27:14 : ERROR - 3: Failed to execute SQL Express setup.

09-11-2014,16:27:14 : Return Value of Microsoft Visual C++ 2010 Redistributable (x64) : 1603

+ 09-11-2014,16:27:14 : ERROR: Failed to execute VC 10.0 runtime installer. Error code 1603.

+ 09-11-2014,16:27:14 : Review this log file for details: C:\Documents and Settings\All Users\Application Data\Symantec\Backup Exec\Logs\V10.0_x64_msruntime_install.log

09-11-2014,16:27:15 : The return value for Microsoft VC++ Redistributables (x64) returned error code: 1603

09-11-2014,16:27:15 : Clean up Symantec installer keys.

09-11-2014,16:27:52 : AgentSeqDlgs::Misc_BE_CommonOps

09-11-2014,16:27:52 : Dialog Sequence Returning errorlevel 1603

+ 09-11-2014,16:27:52 : The Installation Failed!

[pkh]

See this comment on how to solve your installation problem

https://www-secure.symantec.com/connect/forums/be-2014-remote-agent-install-failing#comment-10234681

[tech43]

Just to confirm,

• Push install of RAWS does not work.
• I was able to successfully uninstall 2010 RAWS from the remote server.
• Copied the RAWSX64 folder from the Backup Exec server to the remote server and ran the Setup.exe file locally on the remote server. This also does not work (see error generated above.)

Can you please outline exactly what else I am supposed to try next.  As I understand the fix in the above thread that is what I have already tried.

Thnk you

[tech43]

Still need a solution for this.  Have spoken to Symantec tech support numerous times with no solution.

Re: the link above, can someone please advise to where exactly on the remote server I'm supposed to copy the VCRedist folder?

[pkh · Accepted solution]

On C:\.  See this document

http://www.symantec.com/docs/TECH218124

[VJware]

In addition to the above, if you have an AV on the remote server, try disabling it for just the install of the remote agent.

[tech43]

That worked, thank you pkh.