Backup Exec Remote Service Install Freezes

[reberel]

Hello,

I am using Backup Exec 2010 R3 on a Windows 2008 R2 Server. We recently brought over another domain to our Datacenter. Since there is no Trust relationship setup between the two domains, I could not get the Backup Exec Media Server to recognize the already installed Remote Services. What worked on all but one server, is I unionstalled the service and then reinstyalled the service. If the media server still saw the service installed, I removed all refertences for the Backup Exec service from the registry.

Like I said, this worked for all but one Windows 2003 Sp2 server. The service did not show up in Add Remove progams, so I deleted all files and deleted all references from the Registry. When I try to install the service remotely, it gets to 50% then stalls out. So I stopped the remote install. I thought there was an issue instyalling because there was no trust setup. I then went to the server itself, and tried to do a manual install. I went through all of the steps and clicked install. It just sits at the installing screen letting me know it has 3 minutes left to install and nothing happens.

Below is the what the bkuptemp.log shows when the screen is stopped at installing:

<Session>
    <LogFileHeader>Symantec Backup Exec Remote Agent (TM) 13 Installation Log</LogFileHeader>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:23:25 </datetime>
         <msg>EnumProcesses Counts: 75</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:23:25 </datetime>
         <msg>Windows Operating System Version: 5.2</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:23:27 </datetime>
         <msg>Checking for .Net Framework 2.0 SP 2.</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:23:27 </datetime>
         <msg>Executing managed _Setup:</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:23:27 </datetime>
         <msg>C:\BEW-7d85763ef45d4730afe2a9bd7cdf0c4e\VXPUSHRA\RAWSX64\install\_Setup.exe</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:23:27 </datetime>
         <msg>Loading XML from:</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:23:27 </datetime>
         <msg>C:\BEW-7d85763ef45d4730afe2a9bd7cdf0c4e\VXPUSHRA\RAWSX64\install\IFProducts.xml</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:23:27 </datetime>
         <msg>ArgsDataParser::InitDictionary</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:23:27 </datetime>
         <msg>AgentSeqDlgs::RawsDlgSequence</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:23:27 </datetime>
         <msg>Set RAWS Media path: C:\BEW-7d85763ef45d4730afe2a9bd7cdf0c4e\VXPUSHRA\RAWSX64\install\media\</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:23:27 </datetime>
         <msg>RawsDlgSequence::CheckInstMode</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:23:28 </datetime>
         <msg>BEOperations::BE_GetInstalledProdCodeVersion()</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:23:28 </datetime>
         <msg>Found Current RAWS AMD64 Product.</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:23:28 </datetime>
         <msg>Equal PIDs.</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:23:28 </datetime>
         <msg>Installing Version 13.0.5204; (Major=13, Minor=0, Build=5204) = Target Version 13.0.5204; (Major=13, Minor=0, Build=5204)</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:23:28 </datetime>
         <msg>Equal PIDs, Maintenance Mode.</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:23:28 </datetime>
         <msg>Running in Maintenance mode</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:23:28 </datetime>
         <msg>Trying to redirect to cached _setup.exe</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:23:28 </datetime>
         <msg>The cached _setup.exe could not be found</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:23:28 </datetime>
         <msg>Continuing install using Non-Cached media</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:23:28 </datetime>
         <msg>BEOperations::BE_GetInstalledProdCodeVersion()</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:23:28 </datetime>
         <msg>Found Current RAWS AMD64 Product.</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:23:28 </datetime>
         <msg>Terminal Services enabled.</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:23:28 </datetime>
         <msg>Terminal Services is in Application Server mode.  Changing Terminal Services server to Install mode.</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:23:28 </datetime>
         <msg>Terminal Services server has been set to Install mode.</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:23:29 </datetime>
         <msg>Launching UI Install</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:23:29 </datetime>
         <msg>Running in Maintenance mode</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:23:29 </datetime>
         <msg>AgentSeqDlgs::ADlgWelcome</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:23:29 </datetime>
         <msg>AgentSeqDlgs::ADlgMaintenanceType</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:23:29 </datetime>
         <msg>AgentSeqDlgs::DlgChooseCustom</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:23:29 </datetime>
         <msg>AgentSeqDlgs::ADlgPublishRemoteSrv</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:23:29 </datetime>
         <msg>AgentSeqDlgs::AdlgInstallComplete</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:23:29 </datetime>
         <msg>AgentSeqDlgs::Misc_BE_CommonOps</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:23:58 </datetime>
         <msg>INFO -2146233087: Unable to determine if Windows Deduplication volume.</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:23:58 </datetime>
         <msg>AgentSeqDlgs::ReadAdvertiseListKey</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:24:09 </datetime>
         <msg>AgentSeqDlgs::ReadAdvertiseListKey</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:24:09 </datetime>
         <msg>PAPERCLIP;</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:24:10 </datetime>
         <msg>AgentSeqDlgs::AgentInstaller</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:24:10 </datetime>
         <msg>Running Maintenance Mode</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-07-2015,15:24:10 </datetime>
         <msg>Get installed MSI from cache folder: C:\WINDOWS\Installer\adfe7440.msi</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>2</type>
         <datetime>07-07-2015,15:24:10 </datetime>
         <msg>ERROR: Opening Reference database. Error: 2</msg>
    </logdata>

Any help that you can give on this is appreciated.

Thanks,

Ed

[VJware]

Use this KB first to ensure all traces of the remote agent install - https://support.symantec.com/en_US/article.TECH130940.html

Once done, then use this tool to verify the remote agent indeed does not exist - https://support.microsoft.com/en-us/mats/program_install_and_uninstall

Post following the above two articles,reboot the server and try to reinstall the agent.

[reberel]

Thank you VJWare. I will try these two articles/tools you gave me after 3:00 P.M.EST today as this is a production server in Europe.

Thank you for the suggestion.

[reberel]

Hello VJWare,

I tried the two articles you posted. The remote install still stops at 50% stating it is loading the install. Do you have any other ideas?

[VJware]

Try a local install instead using elevated rights. And If running any AV, stop it temporarily.

You can use this KB for a local install - https://support.symantec.com/en_US/article.TECH50447.html

[reberel]

Hi VJWare,

When I run the install locally, the install just sits there (please see the screen shot attachewd.) At this point, I have no clue on how tro get this installed on this Windows 2003 SP2 server.

[VJware]

Is there any AV on this server ?

Are you running the install using "Run as admin" ?

Any errors in the event viewer of this machine ?

Lastly, do you have .NET 2.0 installed on this Win 2003 server ? If not, install .NET first and retry the agent install.

[reberel]

The only AV we have on the server is the Microsoft Security Essentials.

My user account is a Domain admin and can install other programs without using a local admin.

Unfortunately, there are no errors in the event log that I can find.

We have Microsoft .NET 2.0 installed.

What I do not understand, is Backup Exec Remote Service was installed previously. IO uninstalled it, removed directories, emptied the recycle bin, and removed references in the Registry. I have never had an issue like this before.

[VJware]

Is the AV temporarily disabled during the agent install ?

Could you post the local install log here ? Thanks.

[reberel]

I will post this information for you shortly.

[reberel]

I turned off Microsoft Security Essentials and tried the local install again. The local install log is listed below:

<Session>
    <LogFileHeader>Symantec Backup Exec Remote Agent (TM) 13 Installation Log</LogFileHeader>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:20 </datetime>
         <msg>EnumProcesses Counts: 67</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:20 </datetime>
         <msg>Windows Operating System Version: 5.2</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:22 </datetime>
         <msg>Checking for .Net Framework 2.0 SP 2.</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:22 </datetime>
         <msg>Executing managed _Setup:</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:22 </datetime>
         <msg>C:\RAWSX64\install\_Setup.exe</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:22 </datetime>
         <msg>Loading XML from:</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:22 </datetime>
         <msg>C:\RAWSX64\install\IFProducts.xml</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:22 </datetime>
         <msg>ArgsDataParser::InitDictionary</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:22 </datetime>
         <msg>AgentSeqDlgs::RawsDlgSequence</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:22 </datetime>
         <msg>Set RAWS Media path: C:\RAWSX64\install\media\</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:22 </datetime>
         <msg>RawsDlgSequence::CheckInstMode</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:22 </datetime>
         <msg>BEOperations::BE_GetInstalledProdCodeVersion()</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:22 </datetime>
         <msg>Found Current RAWS AMD64 Product.</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:22 </datetime>
         <msg>Equal PIDs.</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:22 </datetime>
         <msg>Installing Version 13.0.5204; (Major=13, Minor=0, Build=5204) = Target Version 13.0.5204; (Major=13, Minor=0, Build=5204)</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:22 </datetime>
         <msg>Equal PIDs, Maintenance Mode.</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:22 </datetime>
         <msg>Running in Maintenance mode</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:22 </datetime>
         <msg>Trying to redirect to cached _setup.exe</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:22 </datetime>
         <msg>The cached _setup.exe could not be found</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:22 </datetime>
         <msg>Continuing install using Non-Cached media</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:22 </datetime>
         <msg>BEOperations::BE_GetInstalledProdCodeVersion()</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:22 </datetime>
         <msg>Found Current RAWS AMD64 Product.</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:22 </datetime>
         <msg>Terminal Services enabled.</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:22 </datetime>
         <msg>Terminal Services is in Application Server mode.  Changing Terminal Services server to Install mode.</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:22 </datetime>
         <msg>Terminal Services server has been set to Install mode.</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:22 </datetime>
         <msg>Launching UI Install</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:22 </datetime>
         <msg>Running in Maintenance mode</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:22 </datetime>
         <msg>AgentSeqDlgs::ADlgWelcome</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:22 </datetime>
         <msg>AgentSeqDlgs::ADlgMaintenanceType</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:22 </datetime>
         <msg>AgentSeqDlgs::DlgChooseCustom</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:22 </datetime>
         <msg>AgentSeqDlgs::ADlgPublishRemoteSrv</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:22 </datetime>
         <msg>AgentSeqDlgs::AdlgInstallComplete</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:22 </datetime>
         <msg>AgentSeqDlgs::Misc_BE_CommonOps</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:37 </datetime>
         <msg>INFO -2146233087: Unable to determine if Windows Deduplication volume.</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:37 </datetime>
         <msg>AgentSeqDlgs::ReadAdvertiseListKey</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:57 </datetime>
         <msg>AgentSeqDlgs::ReadAdvertiseListKey</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:57 </datetime>
         <msg>PAPERCLIP;</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:58 </datetime>
         <msg>AgentSeqDlgs::AgentInstaller</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:58 </datetime>
         <msg>Running Maintenance Mode</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>0</type>
         <datetime>07-09-2015,16:53:58 </datetime>
         <msg>Get installed MSI from cache folder: C:\WINDOWS\Installer\adfe7440.msi</msg>
    </logdata>
    <logdata>
         <caller>0</caller>
         <type>2</type>
         <datetime>07-09-2015,16:53:59 </datetime>
         <msg>ERROR: Opening Reference database. Error: 2</msg>
    </logdata>

[reberel]

I disabled Microsoft Security Essentials and ran the local install again. Attached you will find the local install log.

[VJware]

The debug log has lines stating it found current trace of the product. Was a manual uninstall of the RAWS agent ( using the above 2 KBs ) successful ? And was the server rebooted ?

Lastly, post the rawsinst.htm log file.

[reberel]

I am attaching the RAWSINST.HTM you requested. Please change the .txt to .htm when you download it. The website would not let me upl;oad a .htm file.

I thought the manual uninstall was completed properly, and a reboot was performed. I am trying to look in the log to see what you are saying, but I haven't found it yet.

[VJware]

Log says - Found Current RAWS AMD64 Product

This means there is some reference of previous install left over.

Check the C:\Windows\Installer directory for anything related to Backup Exec. If there is, rename it and rerun the install and check.

[reberel]

I am looking into this.

[reberel]

Hi VJWare, using this link: https://www-secure.symantec.com/connect/forums/error-raws-installation I was able to find more registry values I could delete, which I think you referenced in the Windows\INstaller directory. However, these entries were for a 32 bit install and this is a 64 bit machine. After I deleted them, I tried the install again, and it froze. Please look at the new RAWSINST.HTM file I uploaded. Please change the txt extension to HTM.

Thanks,

[VJware]

This new log file is exactly as that of the first one.

When using the Microsoft MSI cleanup utility, did it find any traces of the remote agent ?

Also, look for a Backup Exec GUID under C:\Windows\Installer. Rename it and retry the install.

[reberel]

Hi VJWare, I looked at the Microsoft MSI Cleanup Utility, there was nothing in it for Symantec or Backup Exec. The C:\Windows\Installer directory does not exist. Do you have any other ideas?

[CraigV]

...are you using mstsc.exe to remote into the problematic server to do the installation? Try the /admin switch in this case and see if it allows you to continue the installation.

Thanks!