Push installation of Backup Exec Remote Agent fails with the error "Access Denied. Please edit the remote credentials and retry the validation."

Article:TECH124605

Created: 2010-01-12

Updated: 2012-10-01

Article URL http://www.symantec.com/docs/TECH124605

Article Type
Technical Solution

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Problem

Push installation of Backup Exec Remote Agent fails with the error "Access Denied. Please edit the remote credentials and retry the validation."

Error

ERROR: Exception: System.UnauthorizedAccessException: Access is denied. (Exception from HRESULT: 0x80070005 (E_ACCESSDENIED))

Push installation of Backup Exec Remote Agent fails with the error "Access Denied. Please edit the remote credentials and retry the validation". SGMon log on the Media Server shows the error while connecting to the remote WMI, when run in the background while push installation is being attempted:

----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
_SETUP: [03-02-10 10:20:11] [0000] 23:(03-02-10 10:20:11)->ERROR connecting to remote wmi: root\cimv2, server name, domain name\user name
_SETUP: [03-02-10 10:20:11] [0000] 23:(03-02-10 10:20:11)->ERROR: Win32: 5
_SETUP: [03-02-10 10:20:11] [0000] 23:(03-02-10 10:20:11)->ERROR: Exception: System.UnauthorizedAccessException: Access is denied. (Exception from HRESULT: 0x80070005 (E_ACCESSDENIED))

at System.Runtime.InteropServices.Marshal.ThrowExceptionForHRInternal(Int32 errorCode, IntPtr errorInfo)

at System.Management.ManagementScope.InitializeGuts(Object o)

at System.Management.ManagementScope.Initialize()

at System.Management.ManagementScope.Connect()

at Symantec.IFrameSDK.NetPush.WMIMethods.a(ManagementScope& A_0, String A_1, String A_2, String A_3, String A_4)
_SETUP: [03-02-10 10:20:11] [0000] 23:(03-02-10 10:20:11)->Cleaning up push install...
_SETUP: [03-02-10 10:20:11] [0000] 23:(03-02-10 10:20:11)->ERROR connecting to remote wmi: root\cimv2, server name, domain name\user name
-------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

Solution

The WMI (Windows Management Instrumentation) Diagnosis Utility can be used to find out errors related to WMI. To download WMI diagnosis utility click on the link below.

http://www.microsoft.com/downloads/details.aspx?FamilyID=d7ba3cd6-18d1-4d05-b11e-4c64192ae97d&displaylang=en

Follow the steps below to run the utility on the remote server for which the Backup Exec Remote Agent Push install fails:

1. Log on to the remote server with the same account as Backup Exec Service Account

2. Copy the "WMIDiag.vbs" file to root of the C drive

3. Open Command prompt and execute the script from C:\>WMIDiag.vbs

4. A WMI Diagnosis Tool report (by the name V2.0_2003_.SRV.RTM.32_SERVERNAME_DATE_TIME-REPORT.TXT) is created in the %TEMP% directory. Review the report for related WMI errors.

For more details on how to troubleshoot WMI issues refer to the link below:

http://msdn.microsoft.com/en-us/library/windows/desktop/aa394603(v=vs.85).aspx

To re-register WMI refer to the document: http://www.symantec.com/docs/TECH49219

Solution 2 :

Error occurs in a Windows XP Professional machine connected in WORKGROUP.

Open My computer menu bar click Tools >> Folder Options
In View tab under Advance Setting scroll to the very bottom and uncheck Use Simple File Sharing ( Recommended ) and click ok .
Make sure the user account has sufficient Administrator privilege.
Now add the remote system and under domain enter WORKGROUP name.
Install the remote agent.

Solution 3:

Make sure Distributed COM is enabled on the media server and any remote computers experiencing this issue:

www.symantec.com/docs/TECH24642