Installation of Remote Agent Fails BESR v7.0

[JOHN_FLINT]

We just upgraded from v6.52 to v7.0.

One of our servers which was working fine with v6.52 and when we try to install the v7.0 agent (via push or local install) the installation fails with the following message "Internal Error 2343".  We uninstalled the v6.52 agent and tried again with the same result.  MS .net framework v2.0 is already installed.  Otherwise the server is MS 2003, SP1, patched to-date (except SP2) running SQL Server 2000 patched to-date.

Any ideas?

Thanks!

[Bill_Felt]

Hi John,

Did the failed install process leave behind any logs that might offer clues as to what's happening?

Thanks.

[JOHN_FLINT]

Bill,

Is there a particular location on the target server where the install log might be located?

John

[JOHN_FLINT]

Bill,

I attempted the install again after cleaning out the temp folder (just in case that was involved in the problem).  It still failed with the same error.

I did find the installation log (195KB's worth).  Here is a cut-and-paste of the section where the error seems to pop up:
Start Log excerpt
================================================
MSI (s) (B4:2C) [19:56:56:522]: Skipping action: StopVProTray (condition is false)
MSI (s) (B4:2C) [19:56:56:522]: Doing action: SetARPReadme
Action ended 19:56:56: CostFinalize. Return value 1.
MSI (s) (B4:2C) [19:56:56:538]: PROPERTY CHANGE: Modifying ARPREADME property. Its current value is '[INSTALLDIR]Shared\Readme.htm'. Its new value: 'C:\Program Files\Symantec\Backup Exec System Recovery\Shared\Readme.htm'.
Action start 19:56:56: SetARPReadme.
MSI (s) (B4:2C) [19:56:56:538]: Skipping action: SaveDataPrompt (condition is false)
MSI (s) (B4:2C) [19:56:56:538]: Skipping action: NoReboot (condition is false)
MSI (s) (B4:2C) [19:56:56:538]: Doing action: SetSYMINSTALLDIR
Action ended 19:56:56: SetARPReadme. Return value 1.
MSI (s) (B4:C0) [19:56:56:554]: Invoking remote custom action. DLL: C:\WINDOWS\Installer\MSI4B.tmp, Entrypoint: f17
Action start 19:56:56: SetSYMINSTALLDIR.
MSI (s) (B4:2C) [19:56:56:772]: Doing action: ResetINSTALLDIR
Action ended 19:56:56: SetSYMINSTALLDIR. Return value 1.
MSI (s) (B4:2C) [19:56:56:772]: Note: 1: 2343
Action start 19:56:56: ResetINSTALLDIR.
DEBUG: Error 2343:  Specified path is empty.
MSI (s) (B4:2C) [19:56:56:772]: Product: Symantec Backup Exec System Recovery -- Internal Error 2343.

Internal Error 2343.
MSI (s) (B4:2C) [19:56:56:772]: Doing action: ISCleanUpFatalExit
Action ended 19:56:56: ResetINSTALLDIR. Return value 3.
MSI (s) (B4:4C) [19:56:56:788]: Invoking remote custom action. DLL: C:\WINDOWS\Installer\MSI4C.tmp, Entrypoint: CleanUp
Action start 19:56:56: ISCleanUpFatalExit.
1: Shutting down the PRC server...
1: RPC server shut down.
Action ended 19:56:56: ISCleanUpFatalExit. Return value 1.
Action ended 19:56:56: INSTALL. Return value 3.
1: MsiServerStartup ends
================================
Log excerpt ends

Hope this helps!

John