Troubleshooting Exit code 1 on installation/upgarde

[ges87]

So, I am trying to upgrade VSR on all my systems to SP3. On most of them worked well, however I am unable to upgrade VSR on the system running the amnagement itsself. i don't know if this is a coincidence or not.

I am getting exit code 1 if I look in the management agent - properties - execution history.

Usually I get exit code 1 when there is another installation pending (for example, windows updates), and a reboot fixes it. However, in this case there was no peding install, and reboot in fact did not fix the problem.

[criley]

@ges87 

I would recommend checking the following log for errors:

\ProgramData\Veritas\VSRMS\CommonInstallerLog

[ges87]

06/14/19 15:22:26 New Install Log
06/14/19 15:22:26 *****************************************************************
06/14/19 15:22:26 SSR Install
06/14/19 15:22:26 SSR Install
06/14/19 15:22:26 Installing 64 bit SSR
06/14/19 15:22:26 C:\Program Files\Altiris\Altiris Agent\Agents\SoftwareManagement\Software Delivery\{F91B033E-3910-4774-917A-1367378D423E}\cache\SSRx64\Setup.exe /S: /SSRMS:1 /CONSOLE: /AGENT: /SERVICE: /BROWSER: /BOOT:
06/14/19 15:22:50 Install failed
06/14/19 15:22:50 *****************************************************************
06/14/19 15:37:25 New Install Log
06/14/19 15:37:25 *****************************************************************
06/14/19 15:37:25 SSR Install
06/14/19 15:37:25 SSR Install
06/14/19 15:37:25 Installing 64 bit SSR
06/14/19 15:37:25 C:\Program Files\Altiris\Altiris Agent\Agents\SoftwareManagement\Software Delivery\{F91B033E-3910-4774-917A-1367378D423E}\cache\SSRx64\Setup.exe /S: /SSRMS:1 /CONSOLE: /AGENT: /SERVICE: /BROWSER: /BOOT:
06/14/19 15:37:30 Install failed
06/14/19 15:37:30 *****************************************************************
06/14/19 15:43:27 New Install Log
06/14/19 15:43:27 *****************************************************************
06/14/19 15:43:27 SSR Install
06/14/19 15:43:27 SSR Install
06/14/19 15:43:27 Installing 64 bit SSR
06/14/19 15:43:27 C:\Program Files\Altiris\Altiris Agent\Agents\SoftwareManagement\Software Delivery\{F91B033E-3910-4774-917A-1367378D423E}\cache\SSRx64\Setup.exe /S: /SSRMS:1 /CONSOLE: /AGENT: /SERVICE: /BROWSER: /BOOT:
06/14/19 15:43:34 Install failed
06/14/19 15:43:34 *****************************************************************
06/14/19 15:46:59 New Install Log
06/14/19 15:46:59 *****************************************************************
06/14/19 15:46:59 SSR Install
06/14/19 15:46:59 SSR Install
06/14/19 15:46:59 Installing 64 bit SSR
06/14/19 15:46:59 C:\Program Files\Altiris\Altiris Agent\Agents\SoftwareManagement\Software Delivery\{F91B033E-3910-4774-917A-1367378D423E}\cache\SSRx64\Setup.exe /S: /SSRMS:1 /CONSOLE: /AGENT: /SERVICE: /BROWSER: /BOOT:
06/14/19 15:47:03 Install failed

I don't find any useful info there

[criley]

@ges87 

Yes, not much useful info there unfortunately.

I'd suggest trying a manual install of VSR. If that fails, check the install log that you can find in C:\ProgramData\Veritas\VERITAS SYSTEM RECOVERY\LOGS.

[ges87]

ok, there is a log in that path already, and explanation is inside it:

06-14-2019,15:46:59 : Windows Operating System Version: 10.0 - Server

06-14-2019,15:46:59 : GUI-Shell is installed. Not a CORE OS.

06-14-2019,15:46:59 : Checking MSXML6 Version.

06-14-2019,15:46:59 : Minimum required MSXML6 version is: 6.20.2003.0

06-14-2019,15:46:59 : C:\WINDOWS\system32\msxml6.dll

06-14-2019,15:46:59 : MSXML6 available version is: 6.30.14393.2248

06-14-2019,15:46:59 : Checking Windows Installer Version.

06-14-2019,15:46:59 : Windows Installer Version: 5.0.14393.2155

06-14-2019,15:46:59 : Checking for .Net Framework 2.0 SP 2.

06-14-2019,15:46:59 : Executing managed _Setup:

06-14-2019,15:46:59 : C:\Program Files\Altiris\Altiris Agent\Agents\SoftwareManagement\Software Delivery\{F91B033E-3910-4774-917A-1367378D423E}\cache\SSRx64\Install\_Setup.exe

06-14-2019,15:47:00 : Loading XML from:

06-14-2019,15:47:00 : C:\Program Files\Altiris\Altiris Agent\Agents\SoftwareManagement\Software Delivery\{F91B033E-3910-4774-917A-1367378D423E}\cache\SSRx64\Install\IFProducts.xml

06-14-2019,15:47:00 : Media MsiDllWrapper value-18.0.3.57044

06-14-2019,15:47:00 : Constructor SSRSeqDlgsSeq -Media does not contain inline patch-18.0.3.57044

06-14-2019,15:47:00 : Installed Version Detected is - 

06-14-2019,15:47:00 : Installed Version Detected is - 18.0.0.56426

06-14-2019,15:47:00 : Installed Product Name is - Veritas System Recovery 18

06-14-2019,15:47:00 : Installed Product Code Detected is - {486397B9-1DA9-4974-866B-BCEF14CF115D}

06-14-2019,15:47:00 : Current Maintenance Path : C:\ProgramData\Veritas\Veritas System Recovery\

06-14-2019,15:47:00 : 11.1.2 patch not found

06-14-2019,15:47:00 : Minor upgrade mode

06-14-2019,15:47:00 : Installed Version Detected is - 18.0.0.56426

06-14-2019,15:47:00 : Current Product Version : 18.0.3.57044

06-14-2019,15:47:00 : Not directed to cached media Mode or already running from cached media

06-14-2019,15:47:00 : Before entering call CheckForValidSignature

06-14-2019,15:47:01 : MSDTC service is running

06-14-2019,15:47:01 : OS Version is : 602

06-14-2019,15:47:01 : Not a Basic Edition

06-14-2019,15:47:01 : before InitializeUpgradeInstall

06-14-2019,15:47:01 : upgrade mode

06-14-2019,15:47:01 : OS Version is : 602

06-14-2019,15:47:01 : Installed product code Detected is - {486397B9-1DA9-4974-866B-BCEF14CF115D}

06-14-2019,15:47:01 : Installed path Detected is - C:\Program Files\Veritas\Veritas System Recovery\

06-14-2019,15:47:01 : Installed Product Name is - Veritas System Recovery 18

06-14-2019,15:47:01 : Installed Cached MSI path is - C:\windows\Installer\286d18e.msi

06-14-2019,15:47:01 : {486397B9-1DA9-4974-866B-BCEF14CF115D}

06-14-2019,15:47:01 : LOR installation detected.

+ 06-14-2019,15:47:01 : La versione di Veritas System Recovery Agent che si sta cercando di installare (18.0.3.57044) è diversa dalla versione di Veritas System Recovery Disk Creation Utility (18.0.0.56426) installata su questo computer. Prima di continuare l’installazione, aggiornare Veritas System Recovery Disk Creation Utility alla stessa versione di Veritas System Recovery Agent. In alternativa, disinstallare l’utilità prima di continuare l’installazione di Veritas System Recovery Agent su questo computer.

+ 06-14-2019,15:47:01 : V-225-01001001-4: Error initializing shared data ***To search for information about this error, click here 

+ 06-14-2019,15:47:01 : ERROR: Installation failed with error 1603. GetLastError = :0

It's a problem with LOR, that is installed, but is matching the version of the installed version of VSR, therefore not matching the version of the new VSR version. SO, I shoudl Update first the agent, then LOR and finally VSR? I thought: agent, VSR, then LOR.

[criley]

+ 06-14-2019.15: 47: 01: The version of Veritas System Recovery Agent you are trying to install (18.0.3.57044) is different from the version of Veritas System Recovery Disk Creation Utility (18.0.0.56426) installed on this computer. Before continuing the installation, upgrade Veritas System Recovery Disk Creation Utility to the same version of Veritas System Recovery Agent. Alternatively, uninstall the utility before continuing to install Veritas System Recovery Agent on this computer.

So looks like you have 2 options; update or remove the recovery disk creation utility.