Installer reports the following error message: Error 1722. There is a problem with this Windows Installer package. A program run as part of the setup did not finish as expected

Article:TECH169100  |  Created: 2011-09-08  |  Updated: 2014-06-06  |  Article URL http://www.symantec.com/docs/TECH169100
Article Type
Technical Solution


Issue



While installing Symantec Mail Security for Exchange (SMSMSE) a dialog box with the following error message appears:

Error 1722. There is a problem with this Windows Installer package. A program run as part of the setup did not finish as expected. Contact your support personnel or package vendor.

The installation does not complete.

Conditions

  • Installation occurs when SMSMSE is not currently installed.  If SMSMSE is already installed then this article does not apply.
  • Installer is doing an upgrade.

Open the file %TEMP%\smsmse_verbose_install.log and look for the following text:

Package to be registered: 'Symantec Mail Security for Microsoft Exchange.msi'

When the installer thinks it should do an upgrade the lines in the log file will show like this:

MSI (c) (BC:AC) [08:09:37:592]: Package to be registered: 'Symantec Mail Security for Microsoft Exchange.msi'
MSI (c) (BC:AC) [08:09:37:592]: Determined that existing product (either this product or the product being upgraded with a patch) is installed per-machine.

The second line shows that the installer thinks SMSMSE is already installed and should do an upgrade.


Error



  • Installation log %TEMP%\smsmse_verbose_install.log shows 1722 error.

The following is an example:

MSI (s) (18:18) [11:12:45:341]: Doing action: UnregisterSAVFMSELU_Dll
Action 11:12:45: UnregisterSAVFMSELU_Dll.
Action start 11:12:45: UnregisterSAVFMSELU_Dll.
MSI (s) (18:18) [11:12:45:357]: Note: 1: 2235 2:  3: ExtendedType 4: SELECT `Action`,`Type`,`Source`,`Target`, NULL, `ExtendedType` FROM `CustomAction` WHERE `Action` = 'UnregisterSAVFMSELU_Dll'
MSI (s) (18:18) [11:12:45:372]: Note: 1: 1722 2: UnregisterSAVFMSELU_Dll 3: C:\WINDOWS\SysWOW64\ 4: C:\WINDOWS\SysWOW64\regsvr32.exe /u /s "C:\Program Files (x86)\Symantec\SMSMSE\6.5\Server\SAVFMSELU.dll"
Error 1722.There is a problem with this Windows Installer package. A program run as part of the setup did not finish as expected. Contact your support personnel or package vendor.  Action UnregisterSAVFMSELU_Dll, location: C:\WINDOWS\SysWOW64\, command: C:\WINDOWS\SysWOW64\regsvr32.exe /u /s "C:\Program Files (x86)\Symantec\SMSMSE\6.5\Server\SAVFMSELU.dll"
MSI (s) (18:18) [11:13:08:044]: Product: Symantec Mail Security for Microsoft Exchange -- Error 1722.There is a problem with this Windows Installer package. A program run as part of the setup did not finish as expected. Contact your support personnel or package vendor.  Action UnregisterSAVFMSELU_Dll, location: C:\WINDOWS\SysWOW64\, command: C:\WINDOWS\SysWOW64\regsvr32.exe /u /s "C:\Program Files (x86)\Symantec\SMSMSE\6.5\Server\SAVFMSELU.dll"

Action ended 11:13:08: UnregisterSAVFMSELU_Dll. Return value 3.

In this case the un-registration of SMSMSE from LiveUpdate fails because there is no LiveUpdate and SMSMSE is not registered with LiveUpdate.  In some cases LiveUpdate may not be installed.


Cause



There are MSI registry keys that show SMSMSE as already installed.

 


Solution



Use the manual removal steps for the appropriate OS and Exchange version from this article: Manual removal instructions for Symantec Mail Security for Microsoft Exchange, Symantec AntiVirus/Filtering for Microsoft Exchange, or Norton AntiVirus for Microsoft Exchange.  There is also a newer document that contains an automated power shell script:  See:   Manual removal script for Symantec Mail Security for Exchange (SMSMSE) for all versions, http://www.symantec.com/business/support/index?page=content&id=TECH214662

 

Technical Information

If the manual removal steps to not resolve this issue please open a support case with Symantec.  Please collect the following information:




Article URL http://www.symantec.com/docs/TECH169100


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