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Unable to install Netbackup client 6.5 on win2k3 server

adamhildreth
Level 2
I am having a problem installing the 6.5 Netbackup client on a Windows 2003 server.  The install runs, and then stops with the error:  

The Veritas NetBackup Client install was interrupted befor it could be completed.

I have checked the installer log for the failed install and below is the pertinant section:

*****************************

09-14-2009,08:34:43 :  Action start 8:34:43: InstallValidate.
09-14-2009,08:34:43 :  Action ended 8:34:43: InstallValidate. Return value 1.
09-14-2009,08:34:43 :  Action 8:34:43: noteDepSvcsWeStop.B2D5B6C9_4698_42F7_AC9D_955789A69556. 
09-14-2009,08:34:43 :  Action start 8:34:43: noteDepSvcsWeStop.B2D5B6C9_4698_42F7_AC9D_955789A69556.
09-14-2009,08:34:43 :  An unexpected error occured while installing Symantec Private Branch Exchange.  The error desfcription follows:
 
Error Number : -2147217389
Error Description
Source
Method Name : noteDepSvcsWeStop
Operation : Executing query to get dependent service list 
 
09-14-2009,08:34:43 :  Action ended 8:34:43: noteDepSvcsWeStop.B2D5B6C9_4698_42F7_AC9D_955789A69556. Return value 3.
09-14-2009,08:34:43 :  Action ended 8:34:43: INSTALL. Return value 3.
09-14-2009,08:34:43 :  Property(S): DiskPrompt = [1]
09-14-2009,08:34:43 :  Property(S): UpgradeCode = {B3E12A41-2A0C-408D-BBDA-FF4D10854D6A}
09-14-2009,08:34:43 :  Property(S): VersionNT = 502
09-14-2009,08:34:43 :  Property(S): RemoveSystem32NBDll = <SystemFolder>
09-14-2009,08:34:43 :  Property(S): Intel = 15
09-14-2009,08:34:43 :  Property(S): TARGETDIR = C:\
09-14-2009,08:34:43 :  Property(S): ALLUSERSPROFILE = C:\Documents and Settings\All Users\
09-14-2009,08:34:43 :  Property(S): AdminToolsFolder = C:\Documents and Settings\All Users\Start Menu\Programs\Administrative Tools\

*****************************

I should not the following:
* This is being run on a system that is completely up to date with patches and service packs.
* I have found similar issues discussed on line - but noe with the same Error Number (2147217389) or with a similar Operation (Executing query to get dependent service list).
* I am an administrator on the machine.
* All previous versions of NetBackup clients have been removed from the server.
* For what it's worth, the server has a corporate version of the Veritas 9.0.2.1000 antivirus client running on it as well.
* This server is running in Terminal Server mode - but I have been following proper procedure for install on a terminal server (putting the server into install mode, etc.).
* An additional error has been noted in the server application log during some attempts to install - thought not on all attempts:

Event Type: Error
Event Source: MsiInstaller
Event Category: None
Event ID: 11723
Date: 9/11/2009
Time: 4:02:12 PM
User: DEVSUB\DJNQQ0
Computer: EAGNMNSX54F
Description:
Product: Veritas NetBackup Client -- Error 1723.There is a problem with this Windows Installer package. A DLL required for this install to complete could not be run. Contact your support personnel or package vendor.  Action UISequenceClient, entry: NBIDlg_ClientSeq, library: C:\DOCUME~1\djnqq0\LOCALS~1\Temp\3\MSI19.tmp 
 
For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.
Data:
0000: 7b 35 33 30 44 43 39 31   {530DC91
0008: 37 2d 43 41 42 44 2d 34   7-CABD-4
0010: 32 33 30 2d 39 30 35 36   230-9056
0018: 2d 34 32 38 42 45 35 35   -428BE55
0020: 30 37 44 45 37 7d         07DE7}  
 
* Unfortunately, the actual problem DLL is not specified.
* I have also run the WMI Diagnostics tool from Microsoft as suggested in articles from Symantec for similar issues with the client install (see: http://seer.entsupport.symantec.com/docs/300515.htm)  the pertinant portion of the WMI tool log is below - again, as no specific DLL is referenced anywhere, I am at a loss as to how I can make any use of the suggested resolutions:

*************************
3 error(s) 0x80041013 - (WBEM_E_PROVIDER_LOAD_FAILURE) COM cannot locate a provider referenced in the schema
65333 13:21:34 (0) ** => This error is typically due to the following major reasons:
65334 13:21:34 (0) **    - The application queried by the WMI provider is not installed, not available or not running
65335 13:21:34 (0) **      at the time of the request was made. This error can also be generated because 
65336 13:21:34 (0) **      the application supporting the providers has been uninstalled.
65337 13:21:34 (0) **    - Some WMI providers (i.e. RSOP Planning Mode, Exchange 2003) are implemented as a WMI service.
65338 13:21:34 (0) **      Make sure the required services are successfully started.
65339 13:21:34 (0) **    - The WMI provider binary files are not accessible (i.e. access denied ACL).
65340 13:21:34 (0) **    - A WMI provider registration problem at the CIM level (MOFCOMP.EXE) or at the COM level (REGSVR32.EXE).
65341 13:21:34 (0) **      You must re-register the WMI provider by recompiling its associated MOF file with MOFCOMP.EXE
65342 13:21:34 (0) **    Note: - If the WMI provider DLL CIM and COM registrations are correct, this error can
65343 13:21:34 (0) **            be returned because the provider has a dependency on another DLL that cannot be
65344 13:21:34 (0) **            loaded (missing or bad DLL)
65345 13:21:34 (0) **          - Dependencies can be found with the DEPENDS.EXE tool coming with the
65346 13:21:34 (0) **            Windows XP and Windows 2003 Support Tools. The command line is as follows:
65347 13:21:34 (0) **            i.e. DEPENDS.EXE <PATH><Provider.DLL>
65348 13:21:34 (0) ** => When a WMI provider fails to load, it is possible to trace the provider load process by
65349 13:21:34 (0) **    submitting, via WBEMTEST and asynchronously, the following WMI event query:
65350 13:21:34 (0) **    'Select * From MSFT_WmiSelfEvent'
65351 13:21:34 (0) **    Then you can trace the following WMI events:
65352 13:21:34 (0) **    - Msft_WmiProvider_ComServerLoadOperationEvent
65353 13:21:34 (0) **    - Msft_WmiProvider_InitializationOperationEvent
65354 13:21:34 (0) **    - Msft_WmiProvider_LoadOperationEvent
65355 13:21:34 (0) **    and depending on the WMI operation executed, you can trace the following WMI events:
65356 13:21:34 (0) **    i.e. for an enumeration:
65357 13:21:34 (0) **    - Msft_WmiProvider_CreateInstanceEnumAsyncEvent_Pre and Msft_WmiProvider_CreateInstanceEnumAsyncEvent_Post
65358 13:21:34 (0) **    i.e. for a put operation:
65359 13:21:34 (0) **    - Msft_WmiProvider_PutInstanceAsyncEvent_Pre and Msft_WmiProvider_PutInstanceAsyncEvent_Post
65360 13:21:34 (0) ** 
65361 13:21:34 (0) ** => If the software has been de-installed intentionally, then this information must be
65362 13:21:34 (0) **    removed from the WMI repository. You can use the 'WMIC.EXE' command to remove the provider
65363 13:21:34 (0) **    registration data and its set of associated classes.
65364 13:21:34 (0) ** => To correct this situation, you can:
65365 13:21:34 (0) **    - Install or start the application supporting these providers.
65366 13:21:34 (0) **    - Register the providers in CIM (MOFCOMP) or DCOM (REGSVR32).
65367 13:21:34 (0) **    Note: In this case the provider should also be listed in the 'missing WMI
65368 13:21:34 (0) **          provider DCOM registrations' or in the 'missing WMI provider files' section.
65369 13:21:34 (2) !! WARNING: Re-registering with REGSVR32.EXE all DLL from 'C:\WINNT\SYSTEM32\WBEM\'
65370 13:21:34 (0) **          may not solve the problem as the DLL supporting the WMI class(es)
65371 13:21:34 (0) **          can be located in a different folder.
65372 13:21:34 (0) **          You must refer to the class name to determine the software delivering the related DLL.
*************************

* The latest version of the MS WMI has been installed on the machine, but this did not resolve the issue either.
* I currently have two servers experiencing this problem, both throwing the same error in the install log, with the same Error Number.
* I have also attempted the additional solutions provided at the following Symantec support page: http://seer.entsupport.symantec.com/docs/283611.htm
* My next attempt at install will follow my removing all traces of NetBackup from the registry, though at this point I have my doubts that this will resolve anything.

Any help in resolving this problem would be greatly appreciated.


5 REPLIES 5

Android
Level 6
Partner Accredited Certified
I know those are not the words you wanted to hear...

The only problems I have ever had with Windows clients is trying to puch the client out from the master. That is why now I always install locally from media on Windows clients.

This looks like its more of an issue with Windows WMI.  Do you have Microsoft support so that they can help you through the WMI issues?  I'm assuming you've already tried using their WMI diagnostic tool linked in the tech note above.

J_H_Is_gone
Level 6
1)  you don't say how you are installing.  but try copy the install files to a local drive and install from there

2) rename the netbackup.dll and try again (I have had a couple of servers have issues that the dll was busy and could not get replaced)  The install should be trying to put a new one down on the server.

Android
Level 6
Partner Accredited Certified
adamhildreth,

Did you have any luck installing the client software locally?  If so mark the solution.  If not let us know.

adamhildreth
Level 2
Local install does not yield different results.  At this point, we believe that this is an issue with WMI and we will either need to contact MS for reolution or rebuild the servers.

dami
Level 5
 I've seen this quite a few times, and on media server installations too. Trying to think how I solved them.

Are you an administrator on the domain ? What type of admin account are you using ?
Has the server been up for long or  have you rebooted ?