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backup exec 20 not uninstalled clean; virtfile.sys present

Hi, we recently unsuccessfully migrated jobs from a previous BE version to a new version 20 install, so uninstalled the version 20 in order to setup jobs fresh. However this does not appear to have uninstalled cleanly and reinstall fails. The log displays this:

12-19-2019,10:09:27 : DIFXAPP: INFO: ENTER: DriverPackageInstallW
12-19-2019,10:09:27 : DIFXAPP: INFO: Copied 'VirtFile.inf' to driver store...
12-19-2019,10:09:27 : DIFXAPP: INFO: Commiting queue...
12-19-2019,10:09:27 : DIFXAPP: INFO: Copied file: 'C:\Program Files\Veritas\Backup Exec\VirtFile\VirtFile.sys' -> 'C:\Windows\system32\DRVSTORE\VirtFile_8FC047DAE1CE71A369B67C797A84AEAA02EF0455\VirtFile.sys'.
12-19-2019,10:09:27 : DIFXAPP: ERROR: Could not add driver store reference to the service.
12-19-2019,10:09:27 : DIFXAPP: ERROR: The driver installation failed. Attempting to undo system changes ... (Error code 0x643: Fatal error during installation.)
12-19-2019,10:09:27 : DIFXAPP: INFO: Unable to revert to a previous driver store for service 'VirtFile'.
12-19-2019,10:09:27 : DIFXAPP: INFO: Will attempt to uninstall the driver.
12-19-2019,10:09:27 : DIFXAPP: ERROR: Error unable to delete service 'VirtFile' because of error 0x430
12-19-2019,10:09:27 : DIFXAPP: INFO: Successfully removed '{24B4B1C2-B6AD-4690-8455-DB29A706DCE1}' from reference list of driver store entry ''
12-19-2019,10:09:27 : DIFXAPP: INFO: Driver Store entry '' removed.
12-19-2019,10:09:27 : DIFXAPP: INFO: RETURN: DriverPackageInstallW (0x643)
12-19-2019,10:09:27 : DIFXAPP: ERROR: encountered while installing driver package 'C:\Program Files\Veritas\Backup Exec\VirtFile\VirtFile.inf'
12-19-2019,10:09:27 : DIFXAPP: ERROR: InstallDriverPackages failed with error 0x643
12-19-2019,10:09:27 : DIFXAPP: RETURN: InstallDriverPackages() 1603 (0x643)
12-19-2019,10:09:27 : CustomAction MsiInstallDrivers returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
12-19-2019,10:09:27 : Action ended 10:09:27: InstallExecute. Return value 3.
12-19-2019,10:09:27 : Action 10:09:27: Rollback. Rolling back action:
 
Can anyone please help?

 

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2 Replies

Re: backup exec 20 not uninstalled clean; virtfile.sys present

Can you open a support case?

Re: backup exec 20 not uninstalled clean; virtfile.sys present

I'm having the same problem.  Case is open

 

This occured after the upgrade from BE 20.6 to 21.  Both Dedup and disk storage was affected