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Unable to install BEX or Agent for Windows

Juanma_Larrea
Level 3
Partner Accredited

Hi people.

We have a problem with one server when installing Backup Exec agent for Windows and Backup exec too.

This file server had installed Bex 20.3. We change the bex server to another and uninstall bex. 

When We try to install BEX Agent for Windows we recieve an installation error "ERROR: Installation failed with error 1603."
The same error occurred when we try to install Backup Exec, in anyone version, always with the same driver (Virtfile).

When we try to modify the driver throught registry, we can't do any change. We can't delete the driver.

I attach the log part with the information.

Any idea? 

Thanks.

 

02-20-2020,08:05:03 : DIFXAPP: INFO: ENTER: DriverPackageInstallW

02-20-2020,08:05:03 : DIFXAPP: INFO: Copied 'VirtFile.inf' to driver store...

02-20-2020,08:05:03 : DIFXAPP: INFO: Commiting queue...

02-20-2020,08:05:03 : DIFXAPP: INFO: Copied file: 'C:\Program Files\Veritas\Backup Exec\RAWS\VirtFile\VirtFile.sys' -> 'C:\windows\system32\DRVSTORE\VirtFile_AAECFADAB07F5BB759AC9BC3F1C7BB427AEE9377\VirtFile.sys'.

02-20-2020,08:05:03 : DIFXAPP: ERROR: Could not add driver store reference to the service.

02-20-2020,08:05:03 : DIFXAPP: ERROR: The driver installation failed. Attempting to undo system changes ... (Error code 0x643: Error irrecuperable durante la instalación.)

02-20-2020,08:05:03 : DIFXAPP: INFO: Unable to revert to a previous driver store for service 'VirtFile'.

02-20-2020,08:05:03 : DIFXAPP: INFO: Will attempt to uninstall the driver.

02-20-2020,08:05:03 : DIFXAPP: ERROR: Error unable to delete service 'VirtFile' because of error 0x430

02-20-2020,08:05:03 : DIFXAPP: INFO: Successfully removed '{24B4B1C2-B6AD-4690-8455-DB29A706DCE1}' from reference list of driver store entry ''

02-20-2020,08:05:03 : DIFXAPP: INFO: Driver Store entry '' removed.

02-20-2020,08:05:03 : DIFXAPP: INFO: RETURN: DriverPackageInstallW (0x643)

02-20-2020,08:05:03 : DIFXAPP: ERROR: encountered while installing driver package 'C:\Program Files\Veritas\Backup Exec\RAWS\VirtFile\VirtFile.inf'

02-20-2020,08:05:03 : DIFXAPP: ERROR: InstallDriverPackages failed with error 0x643

02-20-2020,08:05:03 : DIFXAPP: RETURN: InstallDriverPackages() 1603 (0x643)

02-20-2020,08:05:03 : CustomAction MsiInstallDrivers returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)

02-20-2020,08:05:03 : La acción terminó a las 8:05:03: InstallExecute. Valor devuelto: 3.

02-20-2020,08:05:03 : Acción 8:05:03: Rollback. Acción de restauración:

02-20-2020,08:05:03 : MsiInstallDrivers

02-20-2020,08:05:03 : MsiRollbackInstall

02-20-2020,08:05:03 : DIFXAPP: ENTER: RollbackInstall()

 

02-20-2020,08:05:17 : The Installation Failed!

02-20-2020,08:05:17 : The return code is: 1603

02-20-2020,08:05:17 : ERROR: Installation failed with error 1603. GetLastError = :5

 

3 REPLIES 3

Riyaj_S
Moderator
Moderator
Employee Accredited Certified

Please open a support case.

Thanks and Regards

CraigV
Moderator
Moderator
Partner    VIP    Accredited
I have had something similar in the past, and the Microsoft Fixit tool helped. it happens when a part of the installation isn't removed correctly: https://support.microsoft.com/en-us/help/17588/windows-fix-problems-that-block-programs-being-instal... Thanks!

Juanma_Larrea
Level 3
Partner Accredited

Thanks Craig.

I already downloaded and tested the tool last week and in my case it was not useful.