error code 1642 failed remote agent install

[Alice_Stewart]

BE 2010 R2 running on W2k3 sp2 media server.

No matter if I am pushing the remote agent to a server via the console of the media server or trying to install locally via setupaax64.cmd, it fails with error code 1642.

Most of the time if I can't get it to push via the console, I am able to install it locally, but on several servers (mix of OS's) it will not install.

Here is the pertinent section of the install log:

10-25-2010,13:21:47 : Windows Operating System Version: 6.1
10-25-2010,13:21:47 : GetProductInfo returned success. Checking for CORE OS values.
10-25-2010,13:21:47 : Executing managed _Setup:
10-25-2010,13:21:47 : C:\BEW-3b43e67127614e66846ceeb0e0fb39a0\VxPushRA\RAWSX64\install\_Setup.exe
10-25-2010,13:21:48 : Loading XML from:
10-25-2010,13:21:48 : C:\BEW-3b43e67127614e66846ceeb0e0fb39a0\VxPushRA\RAWSX64\install\IFProducts.xml
10-25-2010,13:21:48 : ArgsDataParser::InitDictionary
10-25-2010,13:21:48 : AgentSeqDlgs::RawsDlgSequence
10-25-2010,13:21:48 : Set RAWS Media path: C:\BEW-3b43e67127614e66846ceeb0e0fb39a0\VxPushRA\RAWSX64\install\media\
10-25-2010,13:21:48 : RawsDlgSequence::CheckInstMode
10-25-2010,13:21:48 : BEOperations::BE_GetInstalledProdCodeVersion()
10-25-2010,13:21:48 : RawsDlgSequence::ValidateCmdLine.
10-25-2010,13:21:49 : BEOperations::BE_GetInstalledProdCodeVersion()
10-25-2010,13:21:49 : Terminal Services enabled.
10-25-2010,13:21:49 : Terminal Services server has been set to Install mode.
10-25-2010,13:21:49 : Launching Silent Install
10-25-2010,13:21:49 : Running in Installation mode
10-25-2010,13:21:49 : AgentSeqDlgs::ADlgWelcome
10-25-2010,13:21:49 : AgentSeqDlgs::ADlgInstallType
10-25-2010,13:21:49 : RawsDlgSequence::CheckInstalledProducts
10-25-2010,13:21:49 : BEOperations::BE_GetInstalledProdCodeVersion()
10-25-2010,13:21:49 : BEOperations::BE_GetInstalledProdCodeVersion()
10-25-2010,13:21:49 : AgentSeqDlgs::DlgChooseCustom
10-25-2010,13:21:49 : AgentSeqDlgs::ADlgPublishRemoteSrv
10-25-2010,13:21:49 : AgentSeqDlgs::AdlgInstallComplete
10-25-2010,13:21:49 : AgentSeqDlgs::Misc_BE_CommonOps
10-25-2010,13:21:49 : Local Install Agent
10-25-2010,13:21:49 : AgentSeqDlgs::ReadAdvertiseListKey
10-25-2010,13:21:49 : AgentSeqDlgs::ReadAdvertiseListKey
10-25-2010,13:21:49 : PSBACKUP;
10-25-2010,13:21:49 : AgentSeqDlgs::AgentInstaller
10-25-2010,13:21:49 : Starting Install
10-25-2010,13:21:49 : In GetVMWareGuest().
10-25-2010,13:21:49 : RAWS MSI Command Line: EXE_ENVOKED=1 ALLUSERS=1 REBOOT=ReallySuppress INSTALLDIR="C:\Program Files\Symantec\Backup Exec\RAWS" INSTALLLEVEL=100 ADDLOCAL=VFF,VSSPROV,RANT64 TRANSFORMS="C:\ProgramData\Symantec\Backup Exec\{DA6F5B77-0DE2-4EE8-A07D-2B5E2B9429C3}\1033.MST" RAWSADVRTISENAMELIST=PSBACKUP; ENABLEADVRT=1 PATCH="C:\BEW-3b43e67127614e66846ceeb0e0fb39a0\VxPushRA\RAWSX64\Updates\RAWSx642213RSP3.msp;" VMWAREGUEST = 0 INSTALLUIMODE=0
10-25-2010,13:21:49 : Running Install Mode
10-25-2010,13:21:49 : In silent mode so not starting Install Progress Thread.
10-25-2010,13:21:49 : AgentInstaller::Install_Product_Thread
10-25-2010,13:21:49 : Launching MSI: C:\BEW-3b43e67127614e66846ceeb0e0fb39a0\VxPushRA\RAWSX64\install\media\Symantec Backup Exec Remote Agent for Windows Systems.msi
10-25-2010,13:21:59 : Discovered Total Actions: 135
10-25-2010,13:21:59 : The upgrade cannot be installed by the Windows Installer service because the program to be upgraded may be missing, or the upgrade may update a different version of the program. Verify that the program to be upgraded exists on your computer and that you have the correct upgrade. C:\BEW-3b43e67127614e66846ceeb0e0fb39a0\VxPushRA\RAWSX64\install\media\Symantec Backup Exec Remote Agent for Windows Systems.msi
10-25-2010,13:21:59 : The return code from the MSI is: 1642
10-25-2010,13:21:59 : AgentSeqDlgs::PostInstallActions
10-25-2010,13:21:59 : The return value for Symantec Backup Exec Remote Agent for Windows Systems returned error code: 1642
10-25-2010,13:21:59 : Clean up Symantec installer keys.
10-25-2010,13:22:00 : AgentSeqDlgs::Misc_BE_CommonOps
10-25-2010,13:22:00 : The Installation Failed!
10-25-2010,13:22:00 : The return code is: 1642
10-25-2010,13:22:00 : ERROR: Installation failed with error 1642. GetLastError = :0

I can find nothing helpful regarding this error code.  I am logged into the server as an admin.

Any thoughts?

Thanks

[phartman]

Have you tried running the gui, setup.exe while logged in locally to the remote server?  Sometimes this gui gives more details in the error.  Per several calls I've had with support, it also the preferred method of locally installing the remote agent. 

In looking at your capture above, delete all of the C:\BEW- folders.  it will clean up the unsuccessful push installs and get rid of any interferance with the local install.

Some of my issues with locally installing the remote agent were because I needed to manually run the dotnetfx35.exe on the remote server.  It can be found in the program files\symantec\backup exec\agents\dotnetfx directory on the media server. 

Also wanted to make sure you had the RAWSX64 folder to the remote server copied from the media server not from the installation media.

[Alice_Stewart]

Yes, I have previously tried setup locally....same results.

I tried to run dotnetfx32.exe and it did not appear to do anything.  I dble-clicked the file and it extracted, but after that....nothing.

I then ran setup.exe and got the same error 1642.

[Alice_Stewart]

I have a media server running BE 2010 (NOT R2).

I copied the MSXML & RAWSX64 folders from that server to the w2k8 r2 server with the problem and was able to successfully install that version of the agent.

It wll be downlevel from the media server that will be backing it up, but at least I have an agent installed.

Thanks for your help.

[Quad]

Hi Alice, i had a similar problem on one machine i was using a domain admin account to install locally using the setup file but it wouldn't install.  In the end i used the local admin account for the server and it went through fine.  If you are still having issues you could try using different domain or local admin accounts to install the latest agent on that server.

You might also need to first remove the current agent from your machine and give it a reboot first.  There is also an article on deleting registry entries should it insist that the old version is still there

http://www.symantec.com/business/support/index?page=content&id=TECH34805