Local Backup Exec 2010 remote agent installation failed w/ unexpected error

[kha]

Windows 2008 SP2

Installed the Backup Exec 2010 Remote agent locally.  The RAW32 is saved in C:

Have no problem installing the same RAW32 on other Win2008 SP2 server.

On this particular server, I keep getting this error:

Symantec Backup Exec Remote Agent (TM) 13 Installation Log

12-03-2010,10:34:28 : Explorer exists. Launching UI.
12-03-2010,10:34:28 : Executing managed _Setup:
12-03-2010,10:34:28 : C:\RAWS32\install\_Setup.exe
12-03-2010,10:34:28 : Loading XML from:
12-03-2010,10:34:28 : C:\RAWS32\install\IFProducts.xml
12-03-2010,10:34:28 : ArgsDataParser::InitDictionary
12-03-2010,10:34:28 : AgentSeqDlgs::RawsDlgSequence
12-03-2010,10:34:28 : Set RAWS Media path: C:\RAWS32\install\media\
12-03-2010,10:34:28 : RawsDlgSequence::CheckInstMode
12-03-2010,10:34:28 : BEOperations::BE_GetInstalledProdCodeVersion
12-03-2010,10:34:28 : RawsDlgSequence::ValidateCmdLine.
12-03-2010,10:34:29 : BEOperations::BE_GetInstalledProdCodeVersion
12-03-2010,10:34:29 : Launching Silent Install
12-03-2010,10:34:29 : Running in Installation mode
12-03-2010,10:34:29 : AgentSeqDlgs::ADlgWelcome
12-03-2010,10:34:29 : AgentSeqDlgs::ADlgInstallType
12-03-2010,10:34:29 : RawsDlgSequence::CheckInstalledProducts
12-03-2010,10:34:29 : BEOperations::BE_GetInstalledProdCodeVersion
12-03-2010,10:34:29 : BEOperations::BE_GetInstalledProdCodeVersion
12-03-2010,10:34:29 : AgentSeqDlgs::DlgChooseCustom
12-03-2010,10:34:29 : AgentSeqDlgs::ADlgPublishRemoteSrv
12-03-2010,10:34:29 : AgentSeqDlgs::AdlgInstallComplete
12-03-2010,10:34:29 : AgentSeqDlgs::Misc_BE_CommonOps
12-03-2010,10:34:29 : Local Install Agent
12-03-2010,10:34:29 : AgentSeqDlgs::ReadAdvertiseListKey
12-03-2010,10:34:29 : AgentSeqDlgs::ReadAdvertiseListKey
12-03-2010,10:34:29 : ;
12-03-2010,10:34:29 : AgentSeqDlgs::AgentInstaller
12-03-2010,10:34:29 : Starting Install
12-03-2010,10:34:29 : The install failed with an unexpected error:
12-03-2010,10:34:29 : at System.Runtime.InteropServices.Marshal.ThrowExceptionForHRInternal(Int32 errorCode, IntPtr errorInfo) at System.Management.ManagementObjectCollection.ManagementObjectEnumerator.MoveNext() at Symantec.BackupExec.AgentSeqDlgs.AgentInstaller.GetVMwareGuest() at Symantec.BackupExec.AgentSeqDlgs.AgentInstaller.GetMSICommandLine() at Symantec.IFrameSDK.Iframe2.ProductInstaller.StartInstall(BaseDialog dlg) at Symantec.BackupExec.AgentSeqDlgs.AgentInstaller.StartInstall(BaseDialog dlg) at Symantec.IFrameSDK.Iframe2.MultiProductInstaller.Install_Product_Thread() at System.Threading.ThreadHelper.ThreadStart_Context(Object state) at System.Threading.ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state) at System.Threading.ThreadHelper.ThreadStart()
12-03-2010,10:34:29 : If this install is being run from a network share, copying the media locally and retrying the install may resolve this issue.
12-03-2010,10:34:38 : ERROR: Installation failed with error -532459699. GetLastError = :18

[Siddh]

Is this SQL server and is there any previous version of BE agent on server.

Also try copying the agent locally and retrying the install may resolve this issue.
 

check the below threads and article similer as your issue it may help you...

https://www-secure.symantec.com/connect/forums/unable-install-bews-2010

http://www.symantec.com/business/support/index?page=content&id=TECH78520

[kha]

I already had the RAW32 (BE remote agent pkg saved on c:\ of the server), still got the error.

I never had any BE agent installed on this server b4.  It's a brand new server.  I have the followings installed on this server:

• Visual Sutdio Tools for Office System 3.0 Runtime
• MS Visual C++ 2005 Redistributable
• MS Visual C++ 2008 Redistributable - x86 9.0.21022
• MS .NET Framework 3.5 SP1

This is not SQL server

2nd link takes me to Symantec Support main page

[Siddh]

OK

Check the link below

Backup Exec 2010 for Windows Servers revision 2896 Hotfix 339930

Article: TECH78520

http://www.symantec.com/business/support/index?page=content&id=TECH78520

Have yo check windows firewall ???

[kha]

I turned off all the firewall on the server where I want to install the Remote Agent locally.

The hotfix 339930 is for the Backup Exec Server, the server where I have problem installation just needs the BE remote agent. 

[Siddh]

Yes you are right, hotfix is for BE server but when you apply hotfix and SP on BE server it will also update the client package for windows server.

installing updated client package on client will keep then in same client version.

[kha]

For some reason I cannot get the Backup Server to talk to the server that I'm having problem installing the Remote Agent locally.  Therefore, it lead me to copy the RAW32 folder from Backup Server to all the servers where I want to install the Remote Agent, and perform the installation locally.  So far, I installed successfully the BE Remote Agent locally on 2 windows 2008 servers, but not this particularly one, i kept getting this unexpected error.

So, right now the BE Server can't talk to this one server at all via Backup Exec Console.  I can map to the share on the "problem server" from BE Server using the "BE services account".  They communicate that way without problem. I just want to get the Remote Agent install locally without going thru the BE Console on BE server.

I ran WMIDiag.exe, not sure if its log will help.  If so, please let me know so I can post the log here

[Siddh]

Are you able to telnet any port to that problem server.

also try with desaibling UAC User Access Control on server.

Start > Control Panel > User Accounts > Change User Account Control Settings drag it to never notify

[kha]

Siddh,

I can't see "change user account control settings" anywhere.  Neither "never notify .." option

Please see my attachment below, that shows available options for me.  Clicking on some of those options, i don't see "never notify ..." option anywhere.

i assume you meant i should do that on the problem server.

[Siddh]

See the last option in screen shoot Turn user account Control on or off. if this already off then of or make it off

[kha]

I've unchecked the option "UAC to help protect your computer" (under Tunr user Account Control On or Off" and it asked me to reboot the server.  I rebooted the server, tried the BE remote agent installation again, same failure again    This is so frustrated!

From the BE Server, I tried to telnet and it said the telnet is not recognized as internal or external command

[Siddh]

Can you please attach latest error log file to blog and also check what error you have in event viewer.

your server is 64 bit or 32 bit

[Siddh]

Log from your agent server

12-03-2010,10:34:29 : AgentSeqDlgs::ReadAdvertiseListKey
12-03-2010,10:34:29 : AgentSeqDlgs::ReadAdvertiseListKey
12-03-2010,10:34:29 : ;
12-03-2010,10:34:29 : AgentSeqDlgs::AgentInstaller
12-03-2010,10:34:29 : Starting Install
12-03-2010,10:34:29 : The install failed with an unexpected error:
 

I have checked the installation log file from one of my 2008 server and found below thing

11-23-2010,12:20:10 : AgentSeqDlgs::ReadAdvertiseListKey
11-23-2010,12:20:10 : AgentSeqDlgs::ReadAdvertiseListKey
11-23-2010,12:20:10 : BKP01;
11-23-2010,12:20:10 : AgentSeqDlgs::AgentInstaller
11-23-2010,12:20:10 : Starting Install
11-23-2010,12:20:10 : In GetVMWareGuest().

As you mentioned you are not able to install the client with copying locally, check that you are able to communicate media server from problem server. I am sure once you are able to communicate with BE server (media server) then installation will complete

Check the DNS entries in DNS server. Try to Ping vice versa

Check what DNS is configured on both the servers.

Disable the firewall on problem server. Stop the windows service and keep startup type on manual.

Check server and workstation services (as you are able to get shares then it must be started).

check the below link which may help you to understand the requierment for backup exec 2010

http://www.symantec.com/business/support/index?page=content&id=HOWTO22990#id-SF700155293

http://www.symantec.com/business/support/index?page=content&id=HOWTO22989&key=15047&actp=LIST

http://www.symantec.com/business/support/index?page=content&id=HOWTO22988#v21810998

[kha]

I find out why my log shows ";" while yours show the server name (bkp01;).  That is because on at the "publish" step/screen, it asked you to enter in the media server name on the list.  You can enter the BE server name/IP right at that screen or do it later after the installation.  It doesn't require

Regardless what i added in (BE server name, its IP, local server name, etc or didn't add in anything) i still get the same error.

[AmolB]

Refer to the below article, it has  troubleshooting steps for similar error message.

http://www.symantec.com/docs/TECH128915

[kha]

Amol,

From your link:

1) Solution 1 - my WMI is not disabled, it's set to automatic and running.  I can restart it without problem

2) Solution 2 - I ran the WMIdiag and see a lot of errors in the log, but don't understand them all.  Not sure which ones are the important ones i should correct.

3) Solution 3 - My service account is in administrator group already and i logged into the server by admin account, the performed the local BE remote agent installation.

4) Solution 4 - I am using windows server 2008, already had the .NEt 3.5 installed and the SP as I stated one of my comments.

5) Solution 5 - worst comes to worse, I have to take this solution by contacting the Symantect Support team

[kha]

Hardware info for the BE server and problem server:

1) Windows 2008 SP2 32 bit

2) Not in domain, use WORKGROUP = Idoeia

3) 32 bit hardware

4) Firwall turned (all) off on both servers

5) Created backup service account (local accounts) on both servers, same password, same uid = BackupExec

6) I can map to a share on problem server from the BE server using the BackupExec account

7) I can map to a sahre on BE server from the problem server using the BackuPExec account

8) I can ping the BE server from problem server, and vice versa

9) Backup Exec 2010 Rev 2896 (32 bit) on BE Media Server

First senario:

When i tried to install remote agent from BE Console (Tools -> Install Agents and Media Servers on Other Servers...),

Wizard ...

             Remote Server: (I can browse and see the problem server)

             Username: BackupExec

             Password: (same password for both servers)

             Domain: Idoeia

             Next --> Select "Remote Agent for Windows Systems" -> Next -> Next ->

Error: "Access Denied.  Please edit the remote credentials and retry the validation."

No error message on Windows Event Log

Second senario:

• Logged in the problem server by an administrator account
• Copied the RAW32 package from BE Server to the C: drive of problem server
• Started the installation using the copied package in C: drive
• At the installation wizard, where it shows "Estimated Install Time" and "Install Progress", the pop up error message says "The install failed with an unexpected error:"
• No error message in event application log
• Please see installation log in attachment

Stop the windows service and keep startup type on manual.

           Which windows service should I try to do this? Can you please give me the specific name?

[kha]

Update: I can install the remote agent 12.5 Sp4 on the problem server.  Rebooted the problem server after the installation, tried to run the install for remote agent 2010 again to upgrade the current installed remote agent, failed with same error