Installation fails without giving any reason

[HaroldJoe]

With the demise of the probably aging but reliable Ghost, Symantec suggested trying System Recovery, which I did, and failed.

Win 7 x64, no reason given for the failed installation, but the log file tells me about an MSI error code 1602.

Had a look at the forum, but failed to find a similar case, that's why I'm asking here.

The last bit of the log can be found below, the full version is attached.

Any help would be appreciated!

Thanks, and best regards

Harold

04-06-2013,09:23:01 : Property(S): BorderTop = 1

04-06-2013,09:23:01 : Property(S): UserLanguageID = 2057

04-06-2013,09:23:01 : Property(S): TextInternalLeading = 3

04-06-2013,09:23:01 : Property(S): TTCSupport = 1

04-06-2013,09:23:01 : Property(S): Date = 06/04/2013

04-06-2013,09:23:01 : Property(S): BorderSide = 1

04-06-2013,09:23:01 : Property(S): TextHeight = 16

04-06-2013,09:23:01 : Property(S): DATABASE = C:\Windows\Installer\e2467.msi

04-06-2013,09:23:01 : Property(S): MsiAMD64 = 6

04-06-2013,09:23:01 : Property(S): MsiLogFileLocation = T:\temp\MSI8ec90.LOG

04-06-2013,09:23:01 : Property(S): RecacheTransforms = T:\Symantec\SSR\SSRx64\Install\Media\1033.mst

04-06-2013,09:23:01 : Property(S): VersionDatabase = 200

04-06-2013,09:23:01 : === Logging stopped: 06/04/2013 09:23:01 ===

04-06-2013,09:23:01 : The return code from the MSI is: 1602

+ 04-06-2013,09:23:01 : Installation failed. MSI Error code:1602

04-06-2013,09:23:01 : The return value for Symantec System Recovery returned error code: 1602

04-06-2013,09:23:01 : Clean up Symantec installer keys.

04-06-2013,09:23:02 : Cleaning up the symc status key

04-06-2013,09:23:03 : Installation return value: 1602

+ 04-06-2013,09:23:24 : The installation process detected a reboot is required to complete the operation.

04-06-2013,09:23:24 : The return code is: 1602

+ 04-06-2013,09:23:24 : WARNING: Installation has been canceled.

[JAta2]

Did you completely remove Ghost 15 before installing SSR 2013?

[HaroldJoe]

No - there was no notice, as far as I'm aware of, that Ghost 15 should be uninstalled before the SSR 2013 installation.

And I wouldn't uninstall Ghost, as I need a reliable daily backup, and I was just about to _try_ SSR.

[DStain]

Don't worry about uninstalling Ghost 15 because SSR 2013 witl use the backup files created by Ghost 15.

I ran a test on it last week to prove that Ghost 15 files are compatible with SSR 2013.

Deric

[HaroldJoe]

Hi Deric,

Thanks for the response. Is it an official Symatec statement that SSR 2013 can only installed with Ghost 15 completely uninstalled?

If yes, I would be worried - then it would be a known issue, and I would expect a note to that effect during the installation, as well as a proper message by the installer that can find quite easily if Ghost is installed, or not.

Thanks

Harold

[DStain]

Harold,

I don't know about an official statement from Symantec, I know by practicable experience that both conflict and SSR won't work properly installed over Ghost 15.

I take your point though it would be nice to be warned of the problem.

Like I said though no worries about SSR it is a vast improvement on Ghost 15, my favourite is Ghost 12 but SSR is better and I am more than happy with it.

Deric

[JAta2]

The two are incompatible - see http://www.symantec.com/business/support/index?page=content&id=TECH203094

I looked at the trial version as an "upgrade", one doesn't usually keep both versions when upgrading - if it didn't work out, I could always go back to Norton Ghost 15 without paying anything.  As it turned out, it worked out fine and I have access to all my old backups as well.

[JohnTech · Accepted solution]

The official statement is in the Ghost forum.  Look at the 3rd thread down from Admin Tony_Weiss.

http://community.norton.com/t5/Norton-Ghost/bd-p/Norton_Ghost

Installation issues: SSR 2013 over Norton Ghost 15

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‎03-26-2013 02:14 PM

Hi everyone,

We've seen an issue with installing Symantec System Recovery 2013 (SSR) over an already-installed Norton Ghost 15. If you have a system with Norton Ghost 15 installed, and attempt to install SSR 2013, the SSR installation may fail. Unfortunately, these 2 products cannot be installed on the same system. I recommend the following action to make the SSR 2013 installation a success:

1) Uninstall Norton Ghost 15

2) Reboot system

3) Install SSR 2013 - success!

Tony Weiss

Norton Forums Global Community Manager

Symantec Corporation

[HaroldJoe]

Thank you for the help! SSR 2013 is now up and running. It looks very much like Ghost 15, I have to say!

Unfortunately, it doesn't behave as well, as I get an error message when running the backup - see attached window copy.

Would you recommend that I'd start a new thread here, to get this new issue sorted?

Thanks!!!

Harold

[DStain]

Harold,

No doubt one of the Symantec employees will pick up on it and may recommend logging a issue report.

I am used to the "communities.norton.com/ public forum site and may be if you started a thread on there I know the the GURUs may also be able to help.

On that site it is easy to attach pics etc, but on this site I can't see the easy way to do it.

It would be a good idea to post your disk management pic so we can have a look at your setup if you can do that on this site.

Deric

[JohnTech]

I think this is the link that Deric is referring to (the Norton Ghost user forum):

http://community.norton.com/t5/Norton-Ghost/bd-p/Norton_Ghost

[DStain]

Harold,

What type of backup are you trying to run, could you try a "One Time Backup" this is a simple manual backup cutting out any "complicated" settings.

If the OTB gets the same snapshot error then we do need to have a look at disk management.

Deric

[HaroldJoe]

Thanks Deric, just ran an OTB with the same settings and the same result.

Used the same settings as for the scheduled backup thar failed - "Verify recovery point after creation", "Use password (192 bit).

Everything looks okay:

"Creating recovery point"

"Verifying recovery point integrity"

"Validating recovery point data",

then

"Deleting volume snapshots" with the same result.

I'm doing exactly the same as I have done with Ghost 15 for at least a year - creating a full backup of a Win7 C: drive to an exteral RAID6 24TB array.

[DStain]

Harold,

External raid is the problem I think, float it on the Ghost forum and the likes of DaveH and BrianK and RedK will I am sure be able to help.

I don't use raid so I am in the dark.

Thinking about it, if the backup destination drive is a raid array ( especially 24TB) I don't think it will work.

I suggest you backup as normal "OTB"  onto a USB drive (1TB min ) and see what results you get. it should work ok.

Deric

[HaroldJoe]

Hi Deric,

Thank you for the reply. Well, for Windows the external RAID6 24TB drive is "just" a hard disk. As is the source disk, drive C:, which happens to be an internal RAID5 array.

Ghost 15 has been dealing with exactly the same configuration without any issues, so I fail to see why a new product, that succeeds Ghost, should introduce that sort of a problem!

Harold

[DStain]

Harold,

I totally agree with what you say, but in my experience with Symantec over the years they don't seem to carry over existing working practices into the new or updated product.

I think this problem should be logged as an incident report and followed up by Symantec.

Have you started a thread on the Ghost forum?

Deric 

[criley]

Harold,

I raised this exact same issue with our engineering team a few weeks back. This issue will be fixed in SP1 for SSR 2013. An appropriate warning will be seen when trying to install SSR 2013 on a machine where Ghost 15 is already installed.

[JAta2]

You might want to look in the system event log for other clues about problems related to creating a snapshot... sometimes, when a previous product is uninstalled, the vestigates are not removed so that a newer product installation runs into a problem.  You should see other errors in the log if that is the problem.