Live Update fails - LU1812: A program that was part of this update failed...

[MarkE]

Hi,

Windows2003 + BackupExec 11d:

LiveUpdate fails with the following -any ideas?

Internet access on this server is fine with no firewalling issues. Have been trying to do this update for the last two weeks.

Thanks!
Mark

The following Symantec products and components are installed on your computer.
>LiveUpdate
>Symantec Backup Exec (TM) 11d for Windows Servers

Initializing...
Connecting to liveupdate.symantecliveupdate.com...

Downloading catalog file (1 of 2), complete.
Opening update list
The digital signature found on the catalog file has been signed by Symantec Corporation.
Processing update list
Opening update list
Processing update list
Downloading catalog file (2 of 2), complete.
Opening update list
The digital signature found on the catalog file has been signed by Symantec Corporation.
Processing update list
Opening update list
Processing update list

The following updates have been found:
>Symantec Backup Exec (TM) 11d for Windows Servers,  125779.3 KB
Total Download 125779.3 KB

Downloading Symantec Backup Exec (TM) 11d for Windows Servers (1 of 3), complete.
Downloading Symantec Backup Exec (TM) 11d for Windows Servers (2 of 3), complete.
Downloading Symantec Backup Exec (TM) 11d for Windows Servers (3 of 3), complete.

Installing Symantec Backup Exec (TM) 11d for Windows Servers (1 of 3), failed.
LU1812: A program that was part of this update failed when it ran.  This update was not applied.
Installing Symantec Backup Exec (TM) 11d for Windows Servers (2 of 3), failed.
LU1812: A program that was part of this update failed when it ran.  This update was not applied.
Installing Symantec Backup Exec (TM) 11d for Windows Servers (3 of 3), failed.
LU1812: A program that was part of this update failed when it ran.  This update was not applied.

Installation failed, error summary...
LU1806: LiveUpdate downloaded all of the updates you requested, but all of them failed to install.  Please try to get the updates at a later time.

LiveUpdate session is complete.

[Ken_Putnam]

Not exactly what you want to hear, but you can download everything manually

Go to the main support page for BackupExec http://www.symantec.com/enterprise/support/overview.jsp?pid=15047

Click on "Advanced Search"

Filter for  "Hot Fix x32", v11d, downloads only , and your platform

[Willko]

Hi all,

Just wanted to pitch in and say I have experienced similar difficulties.  I have a new 7120 CD & install went fine (not upgrade, no previous BEWS installed) on a Win2k3 PDC.  The software works but I am not able to use live update NOR install downloaded patches (Hotfix #3,4 &5).    I get the exact same error messages:

Installing Symantec Backup Exec (TM) 11d for Windows Servers (1 of 3), failed.
LU1812: A program that was part of this update failed when it ran.  This update was not applied.
Installing Symantec Backup Exec (TM) 11d for Windows Servers (2 of 3), failed.
LU1812: A program that was part of this update failed when it ran.  This update was not applied.
Installing Symantec Backup Exec (TM) 11d for Windows Servers (3 of 3), failed.
LU1812: A program that was part of this update failed when it ran.  This update was not applied.

Installation failed, error summary...
LU1806: LiveUpdate downloaded all of the updates you requested, but all of them failed to install.  Please try to get the updates at a later time.

I have emptied the LU cache several times and downloaded the files seperately several times... They all fail:

Type Category Message Time Alert Received Job Name Device Name Server Name Source
 Error LiveUpdate Error Update BEWS 11.0.7170 HOTFIX 03 (32-BIT) failed to install.  Review the Backup Exec installation log for more information. 07/06/2007 12:08:15   CLSERVER01 System

Type Category Message Time Alert Received Job Name Device Name Server Name Source
 Error LiveUpdate Error Update BEWS 11.0.7170 HOTFIX 05 (32-BIT) failed to install.  Review the Backup Exec installation log for more information. 07/06/2007 12:07:57   CLSERVER01 System

Type Category Message Time Alert Received Job Name Device Name Server Name Source
 Error LiveUpdate Error Update BEWS 11.0.7170 HOTFIX 04 (32-BIT) failed to install.  Review the Backup Exec installation log for more information. 07/06/2007 12:07:57   CLSERVER01 System

From the logs I can see this:

06-07-2007,12:08:09 : V-225-89: ERROR: StreamSupportFiles failed with a value of 1603 ***To search for information about this error, click here

then this:

06-07-2007,12:08:15 : V-225-136: The patch failed to install. Return code: 1603 ***To search for information about this error, click here

I get the feeling it has something to do with the newer build CD and some file mismatching maybe...?

Any help please?

[MarkE]

Moderator - can we get a Symantec response on this?

Do you need any more information for this problem to be investigated?

Thank you,
Mark

[Willko]

Did I say build 7120... errr I meant 7170. 

[Willko]

Latest update on live update errors...  You can add Hotfix #1 to the list of failing updates...

Incidentally, why wasn't live update indicating this hotfix was needed before?  Presumeably Hotfix#1 was created before hotfixes 3,4 &5....?

Anyway, no success whatsoever with any updates on build 7170...  I assume Symantec are aware because of the error message upload ....?

Is there anyone who has info on this please?

Both LU (cache cleared of course) and manual dowloads fail, hotfixes 1,3,4&5 - build 7170.... 

N.B. Other than the hotfix failures the backup routines ARE working...

Message Edited by Willko on 06-11-200702:12 AM

[Willko]

<bump>

Can anyone help?

Do you need more info??

[MBryan]

I'm not sure if this will help, but I've had issues with LiveUpdate not running properly. However, the way I was able to get it to run successfully was to go to Help --> About --> Installed Updates --> Click Here to Run Live Update.

I'm not sure why this one ran correctly when the one on the Tool menus generates errors.

[Dean_Bliss]

The typical reason why LiveUpdate fails with this error is because a Backup job was running at the time it tried to install the updates.

When an update gets installed it has to stop and restart the Backup Exec services which fail to stop when a job is running.

If you have downloaded the hotfixes manually and still cannot install them - stop all BE services then try the update again. If it still fails then read the installation log in C:\Documents and Settings\All Users\Application Data\Symantec\Backup Exec\Logs\Bkupinst.htm

Scroll to the bottom of the log to see the latest install attempt.

[Willko]

Hi Dean, thanks for the reply.

I have no jobs running, I have preformed some test jobs and they all work as expected.  I have removed all jobs as the server is not yet live and, as you pointed out, to "clear the decks" for any patching/updating.

I have downloaded all the hotfixes manually 1,3,4 & 5 ( incidentally 7170HF1 32bit is not appearing on the available download list - I presume its available but I could not find link and resorted to copying the LU cached download for manual installation).  As a matter of habit once I encountered the errors I have been shutting down all BEWS services prior to attempting to patch manually via computer managemnet MSC.

I also have been checking the logs (any & all!) and the error messages reported in Bkupinst.htm are consistant and the same as I posted above.  They basically have 2 error lines in red for each of the patch attempts.  Those 2 messages are the same for all 4 failed patch attempts.  I am very happy to send full logs if that will help...

Here is a more contextual copy and paste clip from the log regarding a manual patch attempt of Hotfix 3:

1st error chunk:

<snip>

06-13-2007,10:26:13 : Action 10:26:13: AppSearch. Searching for installed applications
06-13-2007,10:26:13 : Action start 10:26:13: AppSearch.
06-13-2007,10:26:13 : Action ended 10:26:13: AppSearch. Return value 0.
06-13-2007,10:26:13 : Action 10:26:13: LaunchConditions. Evaluating launch conditions
06-13-2007,10:26:13 : Action start 10:26:13: LaunchConditions.
06-13-2007,10:26:13 : Action ended 10:26:13: LaunchConditions. Return value 1.
06-13-2007,10:26:13 : Action 10:26:13: FindRelatedProducts. Searching for related applications
06-13-2007,10:26:13 : Action start 10:26:13: FindRelatedProducts.
06-13-2007,10:26:13 : Action ended 10:26:13: FindRelatedProducts. Return value 0.
06-13-2007,10:26:13 : Action 10:26:13: ValidateProductID.
06-13-2007,10:26:13 : Action start 10:26:13: ValidateProductID.
06-13-2007,10:26:13 : Action ended 10:26:13: ValidateProductID. Return value 1.
06-13-2007,10:26:13 : Action 10:26:13: setUserProfileNT.
06-13-2007,10:26:13 : Action start 10:26:13: setUserProfileNT.
06-13-2007,10:26:13 : Action ended 10:26:13: setUserProfileNT. Return value 1.
06-13-2007,10:26:13 : Action 10:26:13: setAllUsersProfile2K.
06-13-2007,10:26:13 : Action start 10:26:13: setAllUsersProfile2K.
06-13-2007,10:26:13 : Action ended 10:26:13: setAllUsersProfile2K. Return value 1.
06-13-2007,10:26:13 : Action 10:26:13: CostInitialize. Computing space requirements
06-13-2007,10:26:13 : Action start 10:26:13: CostInitialize.
06-13-2007,10:26:13 : Action ended 10:26:13: CostInitialize. Return value 1.
06-13-2007,10:26:13 : Action 10:26:13: PrepInstall.
06-13-2007,10:26:13 : Action start 10:26:13: PrepInstall.
06-13-2007,10:26:15 : ERROR: Unable to stream out file C:\WINDOWS\Installer\{EAB0C0F9-B57B-4865-91A3-DE3B34B1FB02}\Bin\InstallManager.dll.
06-13-2007,10:26:15 : System Error: 6, The handle is invalid.
06-13-2007,10:26:15 : V-225-89: ERROR: StreamSupportFiles failed with a value of 1603 ***To search for information about this error, click here
06-13-2007,10:26:15 : DEBUG: Error 2769: Custom Action PrepInstall did not close 3 MSIHANDLEs.
06-13-2007,10:26:15 : Internal Error 2769. PrepInstall, 3
06-13-2007,10:26:15 : Action ended 10:26:15: PrepInstall. Return value 3.
06-13-2007,10:26:15 : Action ended 10:26:15: INSTALL. Return value 3.
06-13-2007,10:26:15 : Property(S): DiskPrompt = [1]
06-13-2007,10:26:15 : Property(S): Registration = No
06-13-2007,10:26:15 : Property(S): UpgradeCode = {279D4253-B155-4E85-9FB8-F4CC81B5BFB8}
06-13-2007,10:26:15 : Property(S): VersionNT = 502
06-13-2007,10:26:15 : Property(S): ProductLanguage = 1033
06-13-2007,10:26:15 : Property(S): PATCH = C:\DOCUME~1\ADMINI~1\LOCALS~1\Temp\pft118~tmp\bepatch.msp
06-13-2007,10:26:15 : Property(S): Installed = 2007/03/20 17:21:58
06-13-2007,10:26:15 : Property(S): INSTALLDIR = C:\Program Files\Symantec\Backup Exec\
<snip/>

2nd error chunk:

<snip>

06-13-2007,10:26:35 : Property(C): PATCHTYPE = HF
06-13-2007,10:26:35 : Property(C): PATCHCODE = {BDC4CB20-4156-48A1-A006-8BE2930F70C8}
06-13-2007,10:26:35 : Property(C): CaptionHeight = 19
06-13-2007,10:26:35 : Property(C): REBOOT = ReallySuppress
06-13-2007,10:26:35 : Property(C): ScreenY = 1024
06-13-2007,10:26:35 : Property(C): REINSTALLMODE = omus
06-13-2007,10:26:35 : Property(C): ProductToBeRegistered = 1
06-13-2007,10:26:35 : Property(C): ScreenX = 1280
06-13-2007,10:26:35 : Property(C): SystemLanguageID = 2057
06-13-2007,10:26:35 : Property(C): ProductState = 5
06-13-2007,10:26:35 : Property(C): BEPATCHSOURCE = C:\DOCUME~1\ADMINI~1\LOCALS~1\Temp\pft118~tmp\bepatch.msp
06-13-2007,10:26:35 : Property(C): OutOfDiskSpace = 0
06-13-2007,10:26:35 : Property(C): OutOfNoRbDiskSpace = 0
06-13-2007,10:26:35 : Property(C): PrimaryVolumeSpaceAvailable = 0
06-13-2007,10:26:35 : Property(C): PrimaryVolumeSpaceRequired = 0
06-13-2007,10:26:35 : Property(C): PrimaryVolumeSpaceRemaining = 0
06-13-2007,10:26:35 : === Logging stopped: 13/06/2007 10:26:35 ===
06-13-2007,10:26:35 : V-225-136: The patch failed to install. An alert was unable to be generated to notify the user. ***To search for information about this error, click here
06-13-2007,10:26:35 : Exiting PatchSetup.exe

<end of log>

Other than these two errors I cannot see anything that seems "out of place".

When preformed manually the update app stops with the error message:

"Install wizard ERROR! The wizard was interupted before Symnatec Backup Exec could be properlly installed..."

I've had a senior MSCE give the server a once over and he found no problems what so ever with the W2K3 R2 PDC setup/config.  Infact its really just a clone of machine we have 7 of all running perfectly so I'm spoiled with differential comparison & diagnostic benchmarks.

The thing that is really bugging me is that ALL the Symantec links relating to this error are basically dead ends - they're usually "no document available" or the link simply 404s.

I would be more than happy to supply what ever info/data you need to help me! I have about another 3 weeks before i MUST make this server live.

Again, thanks for the reply Dean, I really appreciate the help!

All the best

[Pete_Toze]

I've been encountering this issue for a number of months.  It was briefly fixed when I upgraded to rev 7170, but the issue came back within a few weeks.

Seems to be a common issue so I'm slightly concerned as to why Symantec haven't resolved this yet.

[Dean_Bliss]

Willko,

I just sent you a private message so that I can get more information from you.

Thanks,

[rkbuddy]

Hey Guys

Having the same problem --> Is there still no solution

Tried all the solution suggestions given by the error messages (re-attach the bedb manually and via SQL Enterprise manager)
Tried it manually

Nothing works
I need some hotfixes, because backup troubles sometimes and i know that several hotfixes fixes these problems

Thanks
Mike

[rkbuddy]

Having Error-Massage:
10-08-2007,13:58:18 : Destructor BEMigrate Freeing library: C:\Programme\Symantec\Backup Exec\pvlupgrade.dll 10-08-2007,13:58:18 : lp_MG_NoUiInit failed with error 3
10-08-2007,13:58:18 : V-225-131: Error in UPG_ migrate function ***To search for information about this error, click here
10-08-2007,13:58:18 : 3 ->Error returned from migration.

Clicking for Online Help: No Dokument for Failure V-225-131
Anyone knows what this error means?

thanks mike

[BulkRate]

This sounds a lot like an issue I ran into a couple months ago...you might want to try this:

1.  Check to see what domain account you're running the BackupExec services as.

2.  Log into the media server's console session (either by Remote Desktop or physically) as said user and then running LiveUpdate.
OR
download the patch install file for just one hotfix at a time and use the RunAs dialog option to execute it as the same user that the BackupExec services are runnning as.

According to the tech I spoke with, the LU and hotfix installer doesn't properly map to alternat administrator credentials in some cases.  I didn't have time (or the desire) to spend more time diagnosing Symantec's problem once we had the workaround and knew the cause.  We opted to manually install updates since we only have 5 media servers with little interaction between sites.

Besides, after using Symantec's products for awhile and hanging around on this forum, I think someone would have to be crazy to trust LU to automatically apply BE11 hotfixes without direct oversight and testing.


Message Edited by BulkRate on 10-08-2007 09:03 AM

[rkbuddy]

Finally it works
Thanks for all the help
Here a list of things to be aware of:
1. Be logged on as the user under whom the backupExec services run
2. Delete all Files in LU-Downloadsfolder
3. Cut the connection to all MMS if you update on CAS an deinstall Managed Server Options if you update a MMS
3a. for reinstall the managed server options be shure to use User with administrator-rights on CAS
4. Re-Attach BEDB database if there is still trouble (Backup Database before changing anything)

And thanks again for the help

[Adam_McRen]

Running into the same issue.  However this is with trying to install HF17 on a base install of R7170.  It looks like the patch has an impossible condition: "The following patches need to be installed before this patch can successfully continue. Service Pack 1_32bit".  There is no service pack 1 for R7170  Any ideas?

[Adam_McRen]

Actually, strangely, SP1 for 7170 (be7170RSP1_32bit_290803.exe) showed up as an available file.  Very strange, since before yesterday, I couldnt find that file anywhere (support site, ftp site, LiveUpdate) to save my sanity...so....problem a non-issue.

[Jim_SureTeq]

I had the same issue opened a ticket and this is how it was resolved

1. Disable "User Access Control"  ( for additional information on User Access Control refer :    http://technet.microsoft.com/en-us/library/cc709691.aspx ) or

2. Right-click the Backup Exec icon and select "Run as" and run it using local administrator.