Partial Install problem

[royesc]

Ive been running Backup Exec 11d for about a year now with no problems.  Recently one of my underlings thought it would be good to remove some of the older less used files from the server and he removed pcanywhere.  Well during this removal he accidentally removed something for backup exec because now you cannot open the program anymore, you can see it on add/remove programs list but can't repair/reinstall/remove.  I have tried everything to get it back to a point where i could either reinstall or resetup from scratch and all i can get to is the last screen on the install/removal wizard and then it just says undoing changes and errors out.  I tried to call techsupport but apparantly id have to pay $250 to talk to some1 that i was told may or may not even be able to help my situation.  So i figured i would try you guys, reading through the other posts people in this forum seem pretty knowledgable so any help would be appreciated.

Tried to add/remove programs
tried thru wizard repair/install/remove
manually edited registry to remove symantec tags (didnt work either)
i was gonna just hit a restore point but i guess servor 03 doesnt have it lol

anything you guys can suggest would be great, im out of ideas and i still can't do any backups.

Thanks

Roy

[Hemant_Jain]

Please try this document:
http://support.veritas.com/docs/287320

Please mark it a solution, if this is useful.
Thanks

[royesc]

Im about halfway through this walkthrough so when i get to the end ill make sure to let you know.  Thanks for the reply!

[royesc]

I followed the walkthrough for a manual removal of Backup Exec 11d and had no problems with the procedure.  Everything file wise has been removed from the HD and all registry entries listed plus some i found elsewhere were removed without problems.  Rebooted server and put the install cd in to start the app, everything goes smoothly until i get to the part of actually installing it again and the only options i have are add options, repair, and remove.  When i try any of them i get the same thing, it goes through the entire process until the end and asks if i want to uninstall all files or just program files then gets to the very end of that and undoes all of it and closes window.  It seems that the server still sees that it was installed previously (which it was and worked great until someone accidentally erased part of it tryin to get rid of pcanywhere) and it will not allow me to do a fresh install so i can fix the registry entries and replace whatever files he accidentally removed. 

Thanks for the help so far keep it up!!

[Hemant_Jain]

I am assuming there must be still some entries in the programs registry. Check windows cleanup utility again to clean the software completely. There could be multiple entries there.

Thanks

[royesc]

I went through the steps in the following guide http://support.veritas.com/docs/287320 to manually uninstall the software.  According to the walkthrough there are no more symantec or backup exec registry strings or files on my server but i still only get the options to add options/repair/remove and it still gets to the end and undoes everything regardless of which option i pick.  Is there possibly a list of files/registry entries that the software adds upon install and maybe i can go through the list to make sure everything is gone?  Also the microsoft tool described in the doc doesnt even show the backup exec listed when it is opened.  Any help would be appreciated!

Thanks

[royesc]

Is there another way to run the install app without it going through the uninstall section and just forcing it to overwrite existing files?  It seems that is where the process gets hosed up because there is no installed program so it trys to uninstall then stops and reverts back to what everything was b4 the install app was ran.

It stops when it gets to "Loading Install" in the installation application, and the window closes without actually installing anything.

[Hemant_Jain]

Can you check bkupinst.htm file located in c:\documents and settings\all users\application data\symantec\backup exec\log folder, for some details on uninstall issue?

Thanks

[royesc]

this was the log entry for the latest attempt to install:

Symantec Backup Exec (TM) 11.0 for Windows Servers Installation Log

10-28-2009,10:07:49 : Executing CLUS_InitData
10-28-2009,10:07:49 : InitData failed to open the cluster wrapper
10-28-2009,10:07:50 : m_bUseNativeClient = 0
10-28-2009,10:09:10 : E:\WINNT\INSTALL\BE\setup.exe
10-28-2009,10:09:10 : CSetupApp::LoadSetupXML
10-28-2009,10:09:10 : CSetupApp::ScanXML
10-28-2009,10:09:10 : E:\WINNT\INSTALL\BE\Bin\Setup.xml
10-28-2009,10:09:10 : MSI File Name = WindowsInstaller-KB893803-v2-x86.exe
10-28-2009,10:09:10 : MSI Version = 3.1
10-28-2009,10:09:10 : MSI Package Name = Symantec Backup Exec for Windows Servers.msi
10-28-2009,10:09:10 : System Central Processor = 86
10-28-2009,10:09:10 : Product Type = SETUP_BE
10-28-2009,10:09:10 : Product Name = Symantec Backup Exec for Windows Servers
10-28-2009,10:09:10 : Current Installing GUID ={EAB0C0F9-B57B-4865-91A3-DE3B34B1FB02}
10-28-2009,10:09:10 : Product Version = 11.0
10-28-2009,10:09:10 : CSetupSupport::IsValidMSIPackage
10-28-2009,10:09:11 : E:\WINNT\INSTALL\BE\Symantec Backup Exec for Windows Servers.msi
10-28-2009,10:09:16 : {EAB0C0F9-B57B-4865-91A3-DE3B34B1FB02}
10-28-2009,10:09:16 : {EAB0C0F9-B57B-4865-91A3-DE3B34B1FB02}
10-28-2009,10:09:16 : Equal PID
10-28-2009,10:09:20 : Product version:
10-28-2009,10:09:20 : Executing BE_PreCheckInstall
10-28-2009,10:09:20 : WARNING: Unable to get last used source.
10-28-2009,10:09:20 : MDAC 2.82.3959.0 is installed on this system.
10-28-2009,10:09:20 : Executing StartAddRemSequence
10-28-2009,10:09:20 : Upgrade state set to 0
10-28-2009,10:09:20 : Executing SSO::PullDataMSI()
10-28-2009,10:09:20 : Executing TSM_GetTSMSettings.
10-28-2009,10:09:20 : Executing CDlgCAS::PullDataMSI()
10-28-2009,10:09:20 : COMMAND LINE: Checking UIMODE value
10-28-2009,10:09:20 : COMMAND LINE: Checking installation mode
10-28-2009,10:09:20 : COMMAND LINE: Checking for serialization values
10-28-2009,10:09:20 : CDlgChooseCustom::PullDataSilent
10-28-2009,10:09:20 : After check for parameter file exists.
10-28-2009,10:09:20 : Executing CLUS_InitData
10-28-2009,10:09:20 : InitData failed to open the cluster wrapper
10-28-2009,10:09:20 : Executing CLUS_InitData
10-28-2009,10:09:21 : InitData failed to open the cluster wrapper
10-28-2009,10:09:21 : COMMAND LINE: Checking for service account values
10-28-2009,10:09:21 : Not in Maintenance mode
10-28-2009,10:09:21 : Getting the Silent Params.
10-28-2009,10:09:21 : COMMAND LINE: checking for SSO values
10-28-2009,10:09:21 : COMMAND LINE: Checking for tape drivers values
10-28-2009,10:09:21 : COMMAND LINE: Checking for TSM values
10-28-2009,10:09:21 : CDlgTSMConfig Pass Function.
10-28-2009,10:09:21 : After Check for INSTALL_MODE.
10-28-2009,10:09:21 : CDlgTSMConfig Pass Function.
10-28-2009,10:09:21 : COMMAND LINE: checking for CASO values
10-28-2009,10:09:21 : COMMAND LINE: Checking for clone values
10-28-2009,10:09:21 : COMMAND LINE: Checking progress settings
10-28-2009,10:09:21 : COMMAND LINE: Checking for NOINSTALL value
10-28-2009,10:09:21 : Setup Command Line = "E:\WINNT\INSTALL\BE\setup.exe"
10-28-2009,10:09:21 : List of switches set follows:
10-28-2009,10:09:21 : /TS:
10-28-2009,10:09:29 : CDlgSerialNumber Pass Function.
10-28-2009,10:09:29 : After Check for Remote_Install.
10-28-2009,10:09:29 : After Check for RA_INSTALL.
10-28-2009,10:09:33 : An Invalid license key has been entered. Please verify the key and try again.
10-28-2009,10:11:01 : Success unloading BEINSTDLGS.DLL.
10-28-2009,10:11:01 : CLEANUP: Install has removed the following files from: C:\DOCUME~1\ADMINI~1.000\LOCALS~1\Temp\{EAB0C0F9-B57B-4865-91A3-DE3B34B1FB02}
10-28-2009,10:11:01 : Removed files:
10-28-2009,10:11:01 : WARNING: Installation has been canceled.

im using the license key supplied with my cds which is the same one we have been using for about a year already.  I noticed tho it says invalid license key @10-28-2009,10:09:33 but this is the same one it has been using this whole time.
 

[royesc]

after talking with support i was able to get another serial number and tried to use it in the license register site, but according to the site and the tech on the phone my license key is current and valid.  I checked the saved file where it asks for your key and imported it to make sure the numbers were correct and it matchd the key on the sticker from symantec.  After going through the manual removal process again and trying the install this is the log file i get:

Symantec Backup Exec (TM) 11.0 for Windows Servers Installation Log

10-28-2009,11:28:31 : E:\WINNT\INSTALL\BE\setup.exe
10-28-2009,11:28:31 : CSetupApp::LoadSetupXML
10-28-2009,11:28:31 : CSetupApp::ScanXML
10-28-2009,11:28:31 : E:\WINNT\INSTALL\BE\Bin\Setup.xml
10-28-2009,11:28:31 : MSI File Name = WindowsInstaller-KB893803-v2-x86.exe
10-28-2009,11:28:31 : MSI Version = 3.1
10-28-2009,11:28:31 : MSI Package Name = Symantec Backup Exec for Windows Servers.msi
10-28-2009,11:28:31 : System Central Processor = 86
10-28-2009,11:28:31 : Product Type = SETUP_BE
10-28-2009,11:28:31 : Product Name = Symantec Backup Exec for Windows Servers
10-28-2009,11:28:31 : Current Installing GUID ={EAB0C0F9-B57B-4865-91A3-DE3B34B1FB02}
10-28-2009,11:28:31 : Product Version = 11.0
10-28-2009,11:28:31 : CSetupSupport::IsValidMSIPackage
10-28-2009,11:28:31 : E:\WINNT\INSTALL\BE\Symantec Backup Exec for Windows Servers.msi
10-28-2009,11:28:38 : {EAB0C0F9-B57B-4865-91A3-DE3B34B1FB02}
10-28-2009,11:28:38 : {EAB0C0F9-B57B-4865-91A3-DE3B34B1FB02}
10-28-2009,11:28:38 : Equal PID
10-28-2009,11:28:43 : Product version:
10-28-2009,11:28:43 : Executing BE_PreCheckInstall
10-28-2009,11:28:43 : WARNING: Unable to get last used source.
10-28-2009,11:28:43 : MDAC 2.82.3959.0 is installed on this system.
10-28-2009,11:28:43 : Executing StartAddRemSequence
10-28-2009,11:28:43 : Upgrade state set to 0
10-28-2009,11:28:43 : Executing SSO::PullDataMSI()
10-28-2009,11:28:43 : Executing TSM_GetTSMSettings.
10-28-2009,11:28:43 : Executing CDlgCAS::PullDataMSI()
10-28-2009,11:28:43 : COMMAND LINE: Checking UIMODE value
10-28-2009,11:28:43 : COMMAND LINE: Checking installation mode
10-28-2009,11:28:43 : COMMAND LINE: Checking for serialization values
10-28-2009,11:28:43 : CDlgChooseCustom::PullDataSilent
10-28-2009,11:28:43 : After check for parameter file exists.
10-28-2009,11:28:44 : Executing CLUS_InitData
10-28-2009,11:28:44 : InitData failed to open the cluster wrapper
10-28-2009,11:28:44 : Executing CLUS_InitData
10-28-2009,11:28:44 : InitData failed to open the cluster wrapper
10-28-2009,11:28:44 : COMMAND LINE: Checking for service account values
10-28-2009,11:28:44 : Not in Maintenance mode
10-28-2009,11:28:44 : Getting the Silent Params.
10-28-2009,11:28:44 : COMMAND LINE: checking for SSO values
10-28-2009,11:28:44 : COMMAND LINE: Checking for tape drivers values
10-28-2009,11:28:44 : COMMAND LINE: Checking for TSM values
10-28-2009,11:28:44 : CDlgTSMConfig Pass Function.
10-28-2009,11:28:44 : After Check for INSTALL_MODE.
10-28-2009,11:28:44 : CDlgTSMConfig Pass Function.
10-28-2009,11:28:44 : COMMAND LINE: checking for CASO values
10-28-2009,11:28:44 : COMMAND LINE: Checking for clone values
10-28-2009,11:28:44 : COMMAND LINE: Checking progress settings
10-28-2009,11:28:44 : COMMAND LINE: Checking for NOINSTALL value
10-28-2009,11:28:44 : Setup Command Line = "E:\WINNT\INSTALL\BE\setup.exe"
10-28-2009,11:28:44 : List of switches set follows:
10-28-2009,11:28:44 : /TS:
10-28-2009,11:29:12 : CDlgSerialNumber Pass Function.
10-28-2009,11:29:12 : After Check for Remote_Install.
10-28-2009,11:29:12 : After Check for RA_INSTALL.
10-28-2009,11:49:32 : Success unloading BEINSTDLGS.DLL.
10-28-2009,11:49:32 : CLEANUP: Install has removed the following files from: C:\DOCUME~1\ADMINI~1.000\LOCALS~1\Temp\{EAB0C0F9-B57B-4865-91A3-DE3B34B1FB02}
10-28-2009,11:49:32 : Removed files:
10-28-2009,11:49:32 : WARNING: Installation has been canceled.

for some reason it still cancels out at the end of the install and removes all installed files.  Im running out of options other than using windows backup (yuck) if i can't get this working quickly since it has already been 3 days without any form of backup done.  Any ideas to try now, ive done everything i know to try so at this point anything would be helpful.

Thanks

[royesc]

upon restarting the server after doing the manual removal again (i had tried to do the install and it failed so to make sure it wasnt in registry i just redid the manual process) and everytime it boots i get an error after login.  The error is "Setup.exe encountered a problem and needed to close" when you click on details it you get this:

error signiture
szAppName: setup.exe      szAppVer:11.0.7170.0   szModName:BEINSTDLGS.DLL
szModVer: 11.0.7170.0    offset: 000771d5

the version of the original disk that im trying to use for the install is an older version than what the error msg says, could that be part of my problem?

thanks

[Hemant_Jain]

Are you using 11.0 6235 version for install? Make sure you are installing 7170 build and not the older one for install.
Please search your registry for the presence of:
{EAB0C0F9-B57B-4865-91A3-DE3B34B1FB02}

Thanks

[royesc]

I do have that entry in my registry, is this something i need to delete or modify?

I also downloaded the 7170 build from the myconnect site and was about to try that install packet, but i will wait to see if i there is something i need to do with that registry entry beforehand.

Thanks

[Hemant_Jain]

Do you see some similar entry in windows cleanup utility too? This is the entry that is making Backup Exec feel that the softwre is installed on the machine. What is the path in registry, where you see this key? Do you see Backup Exec somewhere in this registry key? Also, try the install directly with 7170 and check how far that goes.

Thanks

[royesc]

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\App Management\ARPCache\{EAB0C0F9-B57B-4865-91A3-DE3B34B1FB02}

It doesnt have anything symantec or bkupexec listed under this key and it is not listed under the microsoft cleanup tool at all.  I will try the 7170 build and see if  that eleminates my issue.

Thanks

[royesc]

Tried the 7170 install and it still thinks there is a previous install, also it only gets to the "loading Install" screen the blue bar never moves and it just shuts down and takes me back to the cd browser menu.  Its actually stopping the install faster than it was on the original cd i was using, should i remove that registry entry and reboot then try again with 7170?

Thanks

[Hemant_Jain]

Export this registry key and delete and try the install again. Please use the registry editor carefully and make sure the key is exported, so that it can be recreated if required. I would suggest working with support, if you are not comfortable with this step, as on forums, there is a possibility, we may not be on the same page...

Thanks

[royesc]

yea its no problem im pretty comfortable in regedit.  ill make sure all the entries are removed for symantec/bkupexec/regkey and reboot and try one more time.  Also i noticed that the error log doesnt show anything from today in the log, just the ones i tried from yesterday.  Hopefully i can remove all the entries and reboot and finally get this server to backup.  I will keep you posted but thanks for all the help!

Thanks

[royesc]

I have removed all entries that i know to do and it still thinks that it is already installed on the system.  My only options are to modify/repair/remove, i still can't do a fresh install even with all the registry entries deleted for bkupexec/symantec/specified reg key.