HOTFIX 354403 V-225-136: The patch failed to install. Return code: 1635

[akrimpma]

Even if this issue may be already posted in the forum, I still have not found a solution regarding the failure of the live update of Hotfix 354403 on BackupExec 11d (11.0 Rev. 7170 and SP5). OS is Windows server 2003 R2 SP2. The system generates the following error in the logfile:

01-26-2012,18:37:08 : Das Patchpaket konnte nicht geöffnet werden. Stellen Sie sicher, dass das Patchpaket vorhanden ist und dass Sie darauf zugreifen können, oder wenden Sie sich an den Hersteller, um sicherzustellen, dass es sich um ein gültiges Patchpaket für den Windows-Installationsdienst handelt. C:\WINDOWS\Installer\414f884.msi
01-26-2012,18:37:09 : V-225-136: The patch failed to install. Return code: 1635 ***To search for information about this error, click here
01-26-2012,18:37:09 : Exiting PatchSetup.exe

The mentioned file is in the installer directory. A manual start of the file returns a message box saying the the patchpaket could not be opened (the file is not write protected or hidden or compressed or so).

So my question: Does anybody know or has a solution to fix this issue?

[VJware]

I don't recall this HF & cant find it either in the knowledge base...would you pls confirm the HF version & if you have the direct link for the download, pls paste the same

[akrimpma]

Please find attached the log file taken from bkupinst as a confirmation. Sorry to say that I can't provide you with a direct download link as the hotfix was downloaded automatically by liveupdate.

Symantec Backup Exec (TM) 11 for Windows Servers Patch Log : HOTFIX 354403

01-26-2012,18:36:08 : Entering PatchSetup.exe
01-26-2012,18:36:08 : Command Line: /NAME:Hotfix 354403 /UI:NONE
01-26-2012,18:36:08 : Executing GetPatchInfo.
01-26-2012,18:37:08 : Das Patchpaket konnte nicht geöffnet werden. Stellen Sie sicher, dass das Patchpaket vorhanden ist und dass Sie darauf zugreifen können, oder wenden Sie sich an den Hersteller, um sicherzustellen, dass es sich um ein gültiges Patchpaket für den Windows-Installationsdienst handelt. C:\WINDOWS\Installer\414f884.msi
01-26-2012,18:37:09 : V-225-136: The patch failed to install. Return code: 1635 ***To search for information about this error, click here
01-26-2012,18:37:09 : Exiting PatchSetup.exe


 

[VJware]

Try the following:

Un-install LiveUpdate through Control Panel - Add/Remove Programs..

Delete the Liveupdate folder located in "C:\Documents and Settings\All Users\Application Data\Symantec\

Download the LiveUpdate 3.3 executable (lusetup.exe) from this URL - http://us.norton.com/support/kb/web_view.jsp?wv_type=public_web&docurl=v57903068_EndUserProfile_en_us  & install LiveUpdate

After installing Liveupdate, register Backup Exec with LiveUpdate by following the steps:

From the command prompt, navigate to C:\Program Files\Symantec\Backup Exec & run the command BeUpdateOps.exe -AddBE -OptOut

Run LiveUpdate again

[akrimpma]

Thanks for your remarks. I have followed your procedure and reinstalled LiveUpdate (version 3.3 was already installed before). After reinstalling, LiveUpdate tried to install SP5. If got the following error message that again is identical to the previous error message. It is the same file that failed to be installed. Do you have any ideas?

Symantec Backup Exec (TM) 11 for Windows Servers Patch Log : SERVICE PACK 5

02-05-2012,15:20:11 : Registering with LiveUpdate
02-05-2012,15:26:35 : Setup.ini.0B400D21_0933_47C3_86AE_B09DF0B01D80 was not removed from RemoveFile table.
02-05-2012,15:26:35 : Entering PatchSetup.exe
02-05-2012,15:26:35 : Command Line: /NAME:Service Pack 5 /UI:NONE
02-05-2012,15:26:35 : Executing GetPatchInfo.
02-05-2012,15:27:36 : Das Patchpaket konnte nicht geöffnet werden. Stellen Sie sicher, dass das Patchpaket vorhanden ist und dass Sie darauf zugreifen können, oder wenden Sie sich an den Hersteller, um sicherzustellen, dass es sich um ein gültiges Patchpaket für den Windows-Installationsdienst handelt. C:\WINDOWS\Installer\414f884.msi
02-05-2012,15:27:36 : V-225-136: The patch failed to install. Return code: 1635 ***To search for information about this error, click here
02-05-2012,15:27:42 : InstallManager.dll has been updated in cached MSI Binary table.
02-05-2012,15:27:42 : Exiting PatchSetup.exe

 

[VJware]

What is the last SP5 installed on BE ?

If nothing has been installed yet, try to install SP1 first & move up to SP5...

[Nick_Elmer]

Hi Akrimpma,

Your problem is with this file here: C:\WINDOWS\Installer\414f884.msi. Windows Installer is trying to open that file, and it is complaining that it cannot be opened. It may have become corrupt or invalid since its installation. If you have a support contract, you should work with our support department to get the cause identified and resolved.

Thanks,
Nick