Internal Error 2343 when Attempting to Install, Repair or Remove Hotfix 19 or Other Solutions

Article:TECH8327  |  Created: 2005-12-07  |  Updated: 2005-12-07  |  Article URL http://www.symantec.com/docs/TECH8327
Article Type
Technical Solution


Issue



When attempting to install, repair or remove Hotfix 19, the following error displays:

Environment



NS 6.0 5287 w/ Hotfix 19, CMS Level 1

Cause



Determined that a msi install log was required from the install of Hotfix 19. To create the msi log file:
 
1.  Copy the file 'Altiris_SP2_Hotfix_0019.msi' (or the problematic msi file) to C:\
2.  Launch the msi with this command:  msiexec /i C:\Altiris_SP2_Hotfix_0019.msi /lvx C:\MSILog.txt
3.  Review the results of the file C:\MSILog.txt

The MSI revealed that when the msi ran, it tried to run the 'SetHelpDeskDir' action, and it failed with the 2343 error.
The 'SethelpDeskDir' action was looked up, and was found to be trying to set the directory to a value that it finds in the registry.  The Registry key that it is looking for is "HKEY_LOCAL_MACHINE\Software\Altiris\eXpress\Helpdesk Package\InstallDir".  The associated NSCheck was reviewed for the existence of this key and it was found that this key did not exist in the customers registry.  This is what is causing the 2343 error, it is trying to set the path to a non-existent value.

Solution



Assure that the correct value for "HKEY_LOCAL_MACHINE\Software\Altiris\eXpress\Helpdesk Package\InstallDir" was pointing to the correct path.

It is important to note that upon further review, it was discovered that the NSCheck registry dump showed that the key "HKEY_LOCAL_MACHINE\Software\Altiris\eXpress\Notification Server\ProductInstallation" had NO subkeys. This normally should be populated with all of the GUIDs, InstallationPaths, and Uninstall parameters (among other things) for all of the Solutions that are installed. With this data missing, there will be a big problem when any solution uninstall is attempted, along with other unexpected behaviors.  It would be prudent to review the registry for any other missing install keys and values, if this behavior is encountered.


Legacy ID



16747


Article URL http://www.symantec.com/docs/TECH8327


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