Unable to push NetBackup client

[echosummet]

I get fatal error when attempting to push the NBU client to a Windows Server 2008 R2. 

Both Master server and client are running Server 2008 R2 x64. Running NetBackup 7.5.05

The push log is below, note I have removed any information that may identify my employer. 

1:(05/29/13 16:15:22)->Log Started: ID:1

1:(05/29/13 16:15:42)->Creating destination connection: ServerName, AccountName

1:(05/29/13 16:15:42)->Connecting to remote WMI service: ServerName, DomainName\AccountName

1:(05/29/13 16:15:42)->Connecting: root\cimv2, ServerName, DomainName\AccountName

1:(05/29/13 16:15:42)->Connecting to remote registry: ServerName, DomainName\AccountName

1:(05/29/13 16:15:42)->Connecting: root\default, ServerName, DomainName\AccountName

1:(05/29/13 16:15:46)->Querying remote drives...

1:(05/29/13 16:15:46)->Creating remote install directory...

1:(05/29/13 16:15:46)->Creating folder: C:\BEW-FDADD04E0E9F4C8393887A163795B564

1:(05/29/13 16:15:46)->Creating process: cmd.exe /c md C:\BEW-FDADD04E0E9F4C8393887A163795B564

1:(05/29/13 16:15:48)->Creating share: BEW-FDADD04E0E9F4C8393887A163795B564, C:\BEW-FDADD04E0E9F4C8393887A163795B564, BEWPush Temporary Directory

1:(05/29/13 16:15:48)->Creating security descriptor...

1:(05/29/13 16:15:48)->Creating security DACL...

1:(05/29/13 16:15:48)->Establishing connection to network resource: \\ServerName\BEW-FDADD04E0E9F4C8393887A163795B564, DomainName\AccountName

1:(05/29/13 16:15:48)->Connection has been established: \\ServerName\BEW-FDADD04E0E9F4C8393887A163795B564, DomainName\AccountName

1:(05/29/13 16:16:07)->Getting server information...

1:(05/29/13 16:16:07)->ERROR: Code(-2147417848): executing query: select * from Win32_OperatingSystem

1:(05/29/13 16:16:07)->Pushing files: C:\Users\SVC_CP~1\AppData\Local\Temp\NBStaging\PC_Clnt\x64\NBUPush_DomainName_ServerName.lst

1:(05/29/13 16:16:07)->Reading push files: C:\Users\SVC_CP~1\AppData\Local\Temp\NBStaging\PC_Clnt\x64\NBUPush_DomainName_ServerName.lst

1:(05/29/13 16:16:07)->Adding push file: \NBStaging\PC_Clnt\x64\Bkupinst.xsl, \temp\nbusetup\Bkupinst.xsl, 1

1:(05/29/13 16:16:07)->Adding push file: \NBStaging\PC_Clnt\x64\data1.cab, \temp\nbuSetup\data1.cab, 1

1:(05/29/13 16:16:07)->Adding push file: \NBStaging\PC_Clnt\x64\data2.cab, \temp\nbuSetup\data2.cab, 1

1:(05/29/13 16:16:07)->Adding push file: \NBStaging\PC_Clnt\x64\data3.cab, \temp\nbuSetup\data3.cab, 1

1:(05/29/13 16:16:07)->Adding push file: \NBStaging\PC_Clnt\x64\data4.cab, \temp\nbuSetup\data4.cab, 1

1:(05/29/13 16:16:07)->Adding push file: \NBStaging\PC_Clnt\x64\NBUPush_DomainName_ServerName.resp, \temp\nbuSetup\NBUPush_DomainName_ServerName.resp, 1

1:(05/29/13 16:16:07)->Adding push file: \NBStaging\PC_Clnt\x64\setup.exe, \temp\nbuSetup\setup.exe, 1

1:(05/29/13 16:16:07)->Adding push file: \NBStaging\PC_Clnt\x64\strpimon.exe, \temp\nbuSetup\strpimon.exe, 1

1:(05/29/13 16:16:07)->Adding push file: \NBStaging\PC_Clnt\x64\VxLogServer.exe, \temp\nbuSetup\VxLogServer.exe, 1

1:(05/29/13 16:16:07)->Adding push file: \NBStaging\PC_Clnt\x64\VxSetup.ini, \temp\nbuSetup\VxSetup.ini, 1

1:(05/29/13 16:16:07)->Adding push file: \NBStaging\PC_Clnt\x64\Symantec NetBackup Client.msi, \temp\nbuSetup\Symantec NetBackup Client.msi, 1

1:(05/29/13 16:16:07)->Pushing files...

1:(05/29/13 16:16:07)->Disconnecting from network resource: \\ServerName\BEW-FDADD04E0E9F4C8393887A163795B564

1:(05/29/13 16:16:07)->Disconnected from network resource: \\ServerName\BEW-FDADD04E0E9F4C8393887A163795B564

1:(05/29/13 16:16:07)->Deleting remote share...

1:(05/29/13 16:16:07)->Connecting to remote WMI service: ServerName, DomainName\AccountName

1:(05/29/13 16:16:07)->Connecting: root\cimv2, ServerName, DomainName\AccountName

1:(05/29/13 16:16:07)->Connecting to remote registry: ServerName, DomainName\AccountName

1:(05/29/13 16:16:07)->Connecting: root\default, ServerName, DomainName\AccountName

1:(05/29/13 16:16:10)->Deleting remote share...

1:(05/29/13 16:16:10)->Deleting entire folder: C:\BEW-FDADD04E0E9F4C8393887A163795B564

1:(05/29/13 16:16:10)->Deleting entire folder by api: C:\BEW-FDADD04E0E9F4C8393887A163795B564

1:(05/29/13 16:16:10)->Deleting folder files: C:\BEW-FDADD04E0E9F4C8393887A163795B564

1:(05/29/13 16:16:10)->Getting sub folders: C:\BEW-FDADD04E0E9F4C8393887A163795B564

1:(05/29/13 16:16:10)->Deleting folder: C:\BEW-FDADD04E0E9F4C8393887A163795B564

1:(05/29/13 16:16:10)->Querying remote drives...

1:(05/29/13 16:16:10)->Creating remote install directory...

1:(05/29/13 16:16:10)->Creating folder: C:\BEW-B1B8327870AD400286A526A911A4052E

1:(05/29/13 16:16:10)->Creating process: cmd.exe /c md C:\BEW-B1B8327870AD400286A526A911A4052E

1:(05/29/13 16:16:12)->Creating share: BEW-B1B8327870AD400286A526A911A4052E, C:\BEW-B1B8327870AD400286A526A911A4052E, BEWPush Temporary Directory

1:(05/29/13 16:16:12)->Creating security descriptor...

1:(05/29/13 16:16:12)->Creating security DACL...

1:(05/29/13 16:16:12)->Establishing connection to network resource: \\ServerName\BEW-B1B8327870AD400286A526A911A4052E, DomainName\AccountName

1:(05/29/13 16:16:12)->Connection has been established: \\ServerName\BEW-B1B8327870AD400286A526A911A4052E, DomainName\AccountName

1:(05/29/13 16:16:12)->Copying files to machine: ServerName

1:(05/29/13 16:16:12)->Creating directory: \\ServerName\BEW-B1B8327870AD400286A526A911A4052E\temp

1:(05/29/13 16:16:12)->Creating directory: \\ServerName\BEW-B1B8327870AD400286A526A911A4052E\temp\nbusetup

1:(05/29/13 16:16:12)->Copying file: C:\Users\SVC_CP~1\AppData\Local\Temp\\NBStaging\PC_Clnt\x64\Bkupinst.xsl, \\ServerName\BEW-B1B8327870AD400286A526A911A4052E\temp\nbusetup\Bkupinst.xsl, 1

1:(05/29/13 16:16:12)->Copying file: C:\Users\SVC_CP~1\AppData\Local\Temp\\NBStaging\PC_Clnt\x64\data1.cab, \\ServerName\BEW-B1B8327870AD400286A526A911A4052E\temp\nbuSetup\data1.cab, 1

1:(05/29/13 16:16:13)->Copying file: C:\Users\SVC_CP~1\AppData\Local\Temp\\NBStaging\PC_Clnt\x64\data2.cab, \\ServerName\BEW-B1B8327870AD400286A526A911A4052E\temp\nbuSetup\data2.cab, 1

1:(05/29/13 16:16:13)->Copying file: C:\Users\SVC_CP~1\AppData\Local\Temp\\NBStaging\PC_Clnt\x64\data3.cab, \\ServerName\BEW-B1B8327870AD400286A526A911A4052E\temp\nbuSetup\data3.cab, 1

1:(05/29/13 16:16:14)->Copying file: C:\Users\SVC_CP~1\AppData\Local\Temp\\NBStaging\PC_Clnt\x64\data4.cab, \\ServerName\BEW-B1B8327870AD400286A526A911A4052E\temp\nbuSetup\data4.cab, 1

1:(05/29/13 16:16:14)->Copying file: C:\Users\SVC_CP~1\AppData\Local\Temp\\NBStaging\PC_Clnt\x64\NBUPush_DomainName_ServerName.resp, \\ServerName\BEW-B1B8327870AD400286A526A911A4052E\temp\nbuSetup\NBUPush_DomainName_ServerName.resp, 1

1:(05/29/13 16:16:14)->Copying file: C:\Users\SVC_CP~1\AppData\Local\Temp\\NBStaging\PC_Clnt\x64\setup.exe, \\ServerName\BEW-B1B8327870AD400286A526A911A4052E\temp\nbuSetup\setup.exe, 1

1:(05/29/13 16:16:14)->Copying file: C:\Users\SVC_CP~1\AppData\Local\Temp\\NBStaging\PC_Clnt\x64\strpimon.exe, \\ServerName\BEW-B1B8327870AD400286A526A911A4052E\temp\nbuSetup\strpimon.exe, 1

1:(05/29/13 16:16:14)->Copying file: C:\Users\SVC_CP~1\AppData\Local\Temp\\NBStaging\PC_Clnt\x64\VxLogServer.exe, \\ServerName\BEW-B1B8327870AD400286A526A911A4052E\temp\nbuSetup\VxLogServer.exe, 1

1:(05/29/13 16:16:14)->Copying file: C:\Users\SVC_CP~1\AppData\Local\Temp\\NBStaging\PC_Clnt\x64\VxSetup.ini, \\ServerName\BEW-B1B8327870AD400286A526A911A4052E\temp\nbuSetup\VxSetup.ini, 1

1:(05/29/13 16:16:14)->Copying file: C:\Users\SVC_CP~1\AppData\Local\Temp\\NBStaging\PC_Clnt\x64\Symantec NetBackup Client.msi, \\ServerName\BEW-B1B8327870AD400286A526A911A4052E\temp\nbuSetup\Symantec NetBackup Client.msi, 1

1:(05/29/13 16:16:17)->Starting Install: \temp\NBUSetup\strpimon.exe /k SOFTWARE\Veritas\BU\STATUS /i "setup.exe -s /RESPFILE:'NBUPush_DomainName_ServerName.resp'"

1:(05/29/13 16:16:17)->Connecting to remote WMI service: ServerName, DomainName\AccountName

1:(05/29/13 16:16:17)->Connecting: root\cimv2, ServerName, DomainName\AccountName

1:(05/29/13 16:16:17)->Connecting to remote registry: ServerName, DomainName\AccountName

1:(05/29/13 16:16:17)->Connecting: root\default, ServerName, DomainName\AccountName

1:(05/29/13 16:16:20)->Creating process: C:\BEW-B1B8327870AD400286A526A911A4052E\temp\NBUSetup\strpimon.exe /k SOFTWARE\Veritas\BU\STATUS /i "setup.exe -s /RESPFILE:'NBUPush_DomainName_ServerName.resp'"

1:(05/29/13 16:16:45)->Cleaning up push install...

1:(05/29/13 16:16:45)->Deleting registry key: -2147483646, SOFTWARE\Symantec\Backup Exec For Windows\Backup Exec\Install\PushStatus

1:(05/29/13 16:16:45)->ERROR: Code(-2147417848): getting parameter object: StdRegProv, DeleteKey

1:(05/29/13 16:16:45)->Disconnecting from network resource: \\ServerName\BEW-B1B8327870AD400286A526A911A4052E

1:(05/29/13 16:16:45)->Disconnected from network resource: \\ServerName\BEW-B1B8327870AD400286A526A911A4052E

1:(05/29/13 16:16:45)->Deleting remote share...

1:(05/29/13 16:16:45)->Connecting to remote WMI service: ServerName, DomainName\AccountName

1:(05/29/13 16:16:45)->Connecting: root\cimv2, ServerName, DomainName\AccountName

1:(05/29/13 16:16:45)->Connecting to remote registry: ServerName, DomainName\AccountName

1:(05/29/13 16:16:45)->Connecting: root\default, ServerName, DomainName\AccountName

1:(05/29/13 16:16:48)->Deleting remote share...

1:(05/29/13 16:16:48)->Deleting entire folder: C:\BEW-B1B8327870AD400286A526A911A4052E

1:(05/29/13 16:16:48)->Deleting entire folder by api: C:\BEW-B1B8327870AD400286A526A911A4052E

1:(05/29/13 16:16:48)->Deleting folder files: C:\BEW-B1B8327870AD400286A526A911A4052E

1:(05/29/13 16:16:48)->Getting sub folders: C:\BEW-B1B8327870AD400286A526A911A4052E

1:(05/29/13 16:16:48)->Deleting entire folder by api: c:\bew-b1b8327870ad400286a526a911a4052e\temp

1:(05/29/13 16:16:48)->Deleting folder files: c:\bew-b1b8327870ad400286a526a911a4052e\temp

1:(05/29/13 16:16:48)->Getting sub folders: c:\bew-b1b8327870ad400286a526a911a4052e\temp

1:(05/29/13 16:16:48)->Deleting entire folder by api: c:\bew-b1b8327870ad400286a526a911a4052e\temp\nbusetup

1:(05/29/13 16:16:48)->Deleting folder files: c:\bew-b1b8327870ad400286a526a911a4052e\temp\nbusetup

1:(05/29/13 16:16:49)->Deleting file: c:\bew-b1b8327870ad400286a526a911a4052e\temp\nbusetup\bkupinst.xsl

1:(05/29/13 16:16:49)->Deleting file: c:\bew-b1b8327870ad400286a526a911a4052e\temp\nbusetup\data1.cab

1:(05/29/13 16:16:49)->Deleting file: c:\bew-b1b8327870ad400286a526a911a4052e\temp\nbusetup\data2.cab

1:(05/29/13 16:16:49)->Deleting file: c:\bew-b1b8327870ad400286a526a911a4052e\temp\nbusetup\data3.cab

1:(05/29/13 16:16:49)->Deleting file: c:\bew-b1b8327870ad400286a526a911a4052e\temp\nbusetup\data4.cab

1:(05/29/13 16:16:49)->Deleting file: c:\bew-b1b8327870ad400286a526a911a4052e\temp\nbusetup\nbupush_DomainName_ServerName.resp

1:(05/29/13 16:16:49)->Deleting file: c:\bew-b1b8327870ad400286a526a911a4052e\temp\nbusetup\setup.exe

1:(05/29/13 16:16:49)->Deleting file: c:\bew-b1b8327870ad400286a526a911a4052e\temp\nbusetup\strpimon.exe

1:(05/29/13 16:16:49)->Deleting file: c:\bew-b1b8327870ad400286a526a911a4052e\temp\nbusetup\symantec netbackup client.msi

1:(05/29/13 16:16:49)->Deleting file: c:\bew-b1b8327870ad400286a526a911a4052e\temp\nbusetup\vxlogserver.exe

1:(05/29/13 16:16:49)->Deleting file: c:\bew-b1b8327870ad400286a526a911a4052e\temp\nbusetup\vxsetup.ini

1:(05/29/13 16:16:49)->Getting sub folders: c:\bew-b1b8327870ad400286a526a911a4052e\temp\nbusetup

1:(05/29/13 16:16:49)->Deleting folder: c:\bew-b1b8327870ad400286a526a911a4052e\temp\nbusetup

1:(05/29/13 16:16:49)->Deleting folder: c:\bew-b1b8327870ad400286a526a911a4052e\temp

1:(05/29/13 16:16:49)->Deleting folder: C:\BEW-B1B8327870AD400286A526A911A4052E

1:(05/29/13 16:16:49)->Deleting remote share...

1:(05/29/13 16:16:49)->Connecting to remote WMI service: ServerName, DomainName\AccountName

1:(05/29/13 16:16:49)->Connecting: root\cimv2, ServerName, DomainName\AccountName

1:(05/29/13 16:16:49)->Connecting to remote registry: ServerName, DomainName\AccountName

1:(05/29/13 16:16:49)->Connecting: root\default, ServerName, DomainName\AccountName

1:(05/29/13 16:16:52)->Deleting remote share...

1:(05/29/13 16:16:52)->ERROR: Code(-1): cleaning push install: could not delete folder share

1:(05/29/13 16:16:52)->Deleting entire folder: C:\BEW-B1B8327870AD400286A526A911A4052E

1:(05/29/13 16:16:52)->Deleting entire folder by api: C:\BEW-B1B8327870AD400286A526A911A4052E

1:(05/29/13 16:16:52)->Deleting folder files: C:\BEW-B1B8327870AD400286A526A911A4052E

1:(05/29/13 16:16:52)->ERROR: Code(-2147217406): executing query: ASSOCIATORS OF {Win32_Directory.Name='C:\BEW-B1B8327870AD400286A526A911A4052E'} Where ResultClass = CIM_DataFile

1:(05/29/13 16:16:52)->Deleting entire folder by process: C:\BEW-B1B8327870AD400286A526A911A4052E

1:(05/29/13 16:16:52)->Creating process: cmd.exe /c rmdir /S /Q C:\BEW-B1B8327870AD400286A526A911A4052E

1:(05/29/13 16:16:52)->Push install cleaned.

I have noticed the many errors and have tried chasing down solutions but have not found anything that works. 

I made sure that everything is running as administrator. I see the temp directory get pushed to the client so I know they are able to communicate, but I cant see why it is failing. Any help is appreciated.

[RLeon]

Can you try disabling UAC on the client and try the push install again (reboot required):
http://techontip.wordpress.com/2010/06/02/turn-off-user-account-control-in-windows-2008-r2

[echosummet]

Hi, I disabled UAC and reboot. Verified it was still disabled after restart and the install failed again.

Thanks. Let me know if you want to see the current log? They look the same but I may have missed something when glancing through.

[RLeon]

1. Could you post the exact error message/alert you are seeing? A screenshot, perhaps?

2. Also, posting the entire install-log found in the following path on the client as an attachment would be helpful:
%ALLUSERSPROFILE%\Symantec\NetBackup\InstallLogs\

3. Is there an Anti-virus software that could be interfering? Could it be disabled?

4. Network connection seems to be working, but if the client's Windows firewall is on, it maybe worth a try to switch it off completely.

5. The account (domain or not) with which you enter in to the remote client install GUI interface, has to be a member of the local administrators group on the client, locally.

6. If you are running the remote client install GUI interface from the Master server, double check hosts file on both the Master and the client to make sure they can resolve to each other properly. Ignore the DNS for now and test with the hosts files instead. For troubleshooting, stick to either shortname or FQDN and not both.

7. What happens if you simply install the Nbu-client locally, by running the installation directly on the client itself? (Need to right click and run as admin.)

[Yasuhisa_Ishika]

It sometimes happen to fail if the user you entered have never logged on to the target machine. Please try while the user is logging on.

[echosummet]

Hi RLeon and Yauhisa,

See the attached two screen shots. One is of the final error. The other is the process it always hangs on, at 93% complete. When it fails there is an error stating something like "Fatal error during installation on server ServerName" but it goes away too fast to get a screen shot. 

I have also attached the NetBackup InstallLogs.

To answer your questions:

1. Error posted
2. Logs posted
3. We use Trend Micro Deep Security for virus scanner in our VMWare environment (where the client lies) but it doesnt appear to have the antivirus client installed.
4. Windows Firewall is off
5. The account used has local admin on both the master server and the client
6. There are no issues resolving hostnames using Hosts file, DNS (nslookup), nor using the bpclntcmd tool.
7. I will give a local install of the client a try and post back with the results
8. (Yasuhisa's question) I have read the same and did log into the client with the account used for the install with no luck.

Thanks

[echosummet]

Update:

When installing the client locally I get the following error when inputting the Master Server and Media Server

Could not communicate with the master server

ServerName.fqdn

Backups may not properly function

Proceed anyway?

Could not communicate with the following media servers:

ServerName.fqdn

Backups may not be successful. Proceed anyway?

I cancelled the install as I assume it wont work if it cant communicate?

I verified the necessary ports are open to the master server from the client, not sure why it wouldnt be able to communicate...

I should note that we recently upgraded from 7.1 to the current version, and I believe this is the first restore attempt. We never had this issue with 7.1.

[echosummet]

As I wrote the last note about upgrading from 7.1 to 7.5 I got to thinking that the client install package may not be the same version as the server software. I am checking to see if there is a patch available and will post back with an update.

[StefanosM]

had you check that the firewall is closed on both master and client?

If you run any windows update, check it. I had seen the firewall state changing form closed to active after windows upgrade.

[echosummet]

Yes Windows firewall is off on both machines and updates have not run since I began troubleshooting this. I also have a group policy to enforce firewall disabling enterprise wide.

I have also verified the corporate firewall has the correct holes punched to allow communication.

[RLeon · Accepted solution]

What happens when you telnet from the client to the Master the following ports (may need to install telnet client first):
telnet master.fqdn 1556
telnet master.fqdn 13724

If successful, then the console should turn blank. If they return with connection error/fail, then you will need to troubleshoot that before attempting to install the NetBackup client.

Speaking of ports, I recall a very strange issue with Windows server firewall in the past. It was completely switched off (as in your case). The Domain Profile, Private Profile and Public Profile, all three of them off.
But still, some ports were blocked.
We manually added some Inbound/Outbound Rules to explicitly open the ports and the whole thing started working, strangely. The firewall on/off switch seemed to have gone busted.

If the above telnet test failed, then just for a test, on the client try adding the following ports in both Inbound and Outbound Rules list for both TCP and UDP, for all three Profiles:
111,1556,2049,2821,4032,7394,10082,10102,13701,13702,13705,13711,13713,
13716,13717,13720,13721,13722,13723,13724,13782,13783,13785
Inside a rule, on the "Protocals and Ports" tab, use the "Specific Ports" drop down for both local and remote, then just copy and paste that whole list of ports (You don't really need them all, but when all else fails, use a shotgun.)
 

[echosummet · Accepted solution]

Hi RLeon,

Thanks for your reply and your time. I got the issue resolved a bit ago and you were right on track. The issue was with the corporate firewall though, not the local Windows one.

When the network engineer opened up the ports for me he did it manually rather than using the already existing NetBackup template used in other subnets. Turns out he missed 3 ports. Thats why I could push the install files and actually run them but when the client tried to communicate back to the master server it failed. Once he corrected this all worked like a charm.

Thanks again to all who assisted.

[RLeon]

Happy to hear you got the problem resolved. Before you put it away, you may want to brandish it at the network engineer. Not loaded, of course.