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Backup Exec 2012 fail to install

Created: 10 Jul 2013 • Updated: 11 Jul 2013 | 11 comments
ysr's picture

Hi there,

Recently we upgraded our tape system to LTO5, and we purchased Backup Exec 2012 to replace Backup Exec 12 which does not support LTO5. The tape drive was installed properly, when come to Backup installation, it just stuck at the installation screen with 10 minutes remaining forever, I check the log at C:\Documents and Settings\Administrator\Local Settings\Temp\3, it says:

=== Verbose logging started: 10/7/2013  17:26:47  Build type: SHIP UNICODE 3.01.4000.4042  Calling process: C:\WINDOWS\system32\msiexec.exe ===
MSI (c) (B4:18) [17:26:47:551]: Resetting cached policy values
MSI (c) (B4:18) [17:26:47:551]: Machine policy value 'Debug' is 0
MSI (c) (B4:18) [17:26:47:551]: ******* RunEngine:
           ******* Product: {001B6569-BE48-4129-87EE-9354A7A3C468}
           ******* Action: 
           ******* CommandLine: **********
MSI (c) (B4:18) [17:26:47:551]: Client-side and UI is none or basic: Running entire install on the server.
MSI (c) (B4:18) [17:26:47:551]: Grabbed execution mutex.
MSI (c) (B4:18) [17:26:47:567]: Cloaking enabled.
MSI (c) (B4:18) [17:26:47:567]: Attempting to enable all disabled priveleges before calling Install on Server
MSI (c) (B4:18) [17:26:47:567]: Incrementing counter to disable shutdown. Counter after increment: 0
MSI (s) (0C:A4) [17:26:47:582]: Grabbed execution mutex.
MSI (s) (0C:64) [17:26:47:582]: Resetting cached policy values
MSI (s) (0C:64) [17:26:47:582]: Machine policy value 'Debug' is 0
MSI (s) (0C:64) [17:26:47:582]: ******* RunEngine:
           ******* Product: {001B6569-BE48-4129-87EE-9354A7A3C468}
           ******* Action: 
           ******* CommandLine: **********
MSI (s) (0C:64) [17:26:47:582]: Machine policy value 'DisableUserInstalls' is 0
MSI (s) (0C:64) [17:26:47:582]: MainEngineThread is returning 1605
MSI (c) (B4:18) [17:26:47:582]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied.  Counter after decrement: -1
MSI (c) (B4:18) [17:26:47:582]: MainEngineThread is returning 1605
=== Verbose logging stopped: 10/7/2013  17:26:47 ===
 
Any one had the same error before?
 
Thanks!
Operating Systems:

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ysr's picture

in another file C:\Documents and Settings\All Users\Application Data\Symantec\Backup Exec\Logs\BKUPINST2012.HTM

I can see the following:

Symantec Backup Exec (TM) 2012 Installation Log

07-11-2013,09:14:45 : EnumProcesses Counts: 111
07-11-2013,09:14:45 : Windows Operating System Version: 5.2
07-11-2013,09:14:47 : Checking for .Net Framework 2.0 SP 2.
07-11-2013,09:14:47 : Executing managed _Setup:
07-11-2013,09:14:47 : D:\backup exec\BE\WinNT\Install\BEx64\Install\_Setup.exe
07-11-2013,09:14:52 : Loading XML from:
07-11-2013,09:14:52 : D:\backup exec\BE\WinNT\Install\BEx64\Install\IFProducts.xml
07-11-2013,09:14:52 : RawsDlgSequence::CheckInstMode
07-11-2013,09:14:54 : BEOperations::BE_GetInstalledProdCodeVersion()
07-11-2013,09:14:54 : Using installation media verification file: D:\backup exec\BE\WinNT\Install\BEx64\Install\Manifest.csm
07-11-2013,09:15:56 : Install media verification completed successfully.
07-11-2013,09:15:56 : Processing completed in 0 hours 1 minutes 1 seconds
+ 07-11-2013,09:15:57 : Could not load resdll
07-11-2013,09:15:58 : BEOperations::BE_GetInstalledProdCodeVersion()
07-11-2013,09:15:59 : Launching UI Install
07-11-2013,09:15:59 : Processed 692 files.
07-11-2013,09:16:00 : MDAC 2.82.3959.0 is installed on this system.
07-11-2013,09:16:00 : m_bUseNativeClient = 1
07-11-2013,09:16:01 : MDAC 2.82.3959.0 is installed on this system.
07-11-2013,09:16:01 : BeSeqDlgs::DlgBERemoteConfig
07-11-2013,09:16:01 : CopySupportFiles
07-11-2013,09:16:01 : Saved support files to C:\Documents and Settings\All Users\Application Data\Symantec\Backup Exec\Logs\InstallSummary
07-11-2013,09:16:01 : AgentSeqDlgs::Misc_BE_CommonOps
07-11-2013,09:16:02 : Initialize the telemetry items on the dialog
07-11-2013,09:16:02 : AgentSeqDlgs::Misc_BE_CommonOps
07-11-2013,09:16:02 : Executing BE_SetSQLxLangVersion. Setting language version of SQL Express BKUPEXEC instance.
07-11-2013,09:16:02 : BKUPEXEC SQLx setup file is SQLEXPR.EXE.
07-11-2013,09:16:07 : Telemetry Switch setting : True
07-11-2013,09:16:08 : Typical install value is set to : True
07-11-2013,09:16:09 : Executing SQL_GetServicePack.
07-11-2013,09:16:09 : SQL_GetServiceName. GetComputerName
07-11-2013,09:16:09 : NEURA-NAS-01
07-11-2013,09:16:09 : DRIVER={SQL Native Client};SERVER=NEURA-NAS-01\SQLEXPRESS;Trusted_Connection=Yes
07-11-2013,09:16:09 : Connected to SQL Server.
07-11-2013,09:16:09 : NEURA-NAS-01\SQLEXPRESS is a SQL Server Product Level: 'SP4'
07-11-2013,09:16:09 : Executing SQL_GetSQLServerEdition.
07-11-2013,09:16:09 : SQL_GetServiceName. GetComputerName
07-11-2013,09:16:09 : NEURA-NAS-01
07-11-2013,09:16:09 : DRIVER={SQL Native Client};SERVER=NEURA-NAS-01\SQLEXPRESS;Trusted_Connection=Yes
07-11-2013,09:16:09 : Connected to SQL Server.
07-11-2013,09:16:09 : Executing SQL_GetServicePack.
07-11-2013,09:16:09 : SQL_GetServiceName. GetComputerName
07-11-2013,09:16:09 : NEURA-NAS-01
07-11-2013,09:16:09 : DRIVER={SQL Native Client};SERVER=NEURA-NAS-01\SQLEXPRESS;Trusted_Connection=Yes
07-11-2013,09:16:09 : Connected to SQL Server.
07-11-2013,09:16:09 : NEURA-NAS-01\SQLEXPRESS is a SQL Server Product Level: 'SP4'
07-11-2013,09:16:09 : Executing SQL_GetServicePack.
07-11-2013,09:16:09 : SQL_GetServiceName. GetComputerName
07-11-2013,09:16:09 : NEURA-NAS-01
07-11-2013,09:16:09 : DRIVER={SQL Native Client};SERVER=NEURA-NAS-01\BKUPEXEC;Trusted_Connection=Yes
07-11-2013,09:16:09 : Connected to SQL Server.
07-11-2013,09:16:09 : NEURA-NAS-01\BKUPEXEC is a SQL Server Product Level: 'SP4'
07-11-2013,09:16:09 : Executing SQL_GetSQLServerEdition.
07-11-2013,09:16:09 : SQL_GetServiceName. GetComputerName
07-11-2013,09:16:09 : NEURA-NAS-01
07-11-2013,09:16:09 : DRIVER={SQL Native Client};SERVER=NEURA-NAS-01\BKUPEXEC;Trusted_Connection=Yes
07-11-2013,09:16:09 : Connected to SQL Server.
07-11-2013,09:16:09 : Executing SQL_GetServicePack.
07-11-2013,09:16:09 : SQL_GetServiceName. GetComputerName
07-11-2013,09:16:09 : NEURA-NAS-01
07-11-2013,09:16:09 : DRIVER={SQL Native Client};SERVER=NEURA-NAS-01\BKUPEXEC;Trusted_Connection=Yes
07-11-2013,09:16:09 : Connected to SQL Server.
07-11-2013,09:16:09 : NEURA-NAS-01\BKUPEXEC is a SQL Server Product Level: 'SP4'
07-11-2013,09:16:10 : Typical install value is set to : False
07-11-2013,09:16:10 : Typical install value is set to : False
07-11-2013,09:16:10 : Typical install value is set to : False
07-11-2013,09:16:21 : AgentSeqDlgs::Misc_BE_CommonOps
07-11-2013,09:16:21 : Checking for .Net Framework 4.0.
07-11-2013,09:16:21 : OS Version=5.2; OS Service Pack=Service Pack 2
07-11-2013,09:16:23 : DlgSLFModern::LoadSerialList
07-11-2013,09:16:23 : Licensed Product Name= Backup Exec 2012
07-11-2013,09:16:27 : DlgSLFModern::LoadSerialList
07-11-2013,09:16:27 : Licensed Product Name= Backup Exec 2012
07-11-2013,09:16:29 : DlgSLFSelectLicenses::LoadSerialList
07-11-2013,09:16:30 : BEDefines.SWITCH_LICFILE=sym51c3ce9300.slf,
07-11-2013,09:16:30 : BEDefines.SWITCH_SNO=A37 29413445.7 M6618294990 1 sym51c3ce9300.slf~
07-11-2013,09:16:41 : Currently executing as NEURA-NAS-01\Administrator
07-11-2013,09:16:41 : Install is executing as the service account.
07-11-2013,09:16:41 : EUserName value successfully written to the registry.
07-11-2013,09:16:41 : EPassword value successfully written to the registry.
07-11-2013,09:16:41 : EDomain value successfully written to the registry.
07-11-2013,09:16:57 : m_bUseNativeClient = 1
+ 07-11-2013,09:16:57 : Could not determine the version of sql for instance BKUPEXEC
07-11-2013,09:16:57 : SQL_GetServiceName. GetComputerName
07-11-2013,09:16:57 : NEURA-NAS-01
07-11-2013,09:16:57 : DRIVER={SQL Native Client};SERVER=NEURA-NAS-01\BKUPEXEC;Trusted_Connection=Yes
07-11-2013,09:16:57 : Connected to SQL Server: NEURA-NAS-01\BKUPEXEC
07-11-2013,09:16:57 : SQL Server version 9
07-11-2013,09:16:57 : SQL version returned: 9
07-11-2013,09:16:57 : Successfully connected as sysadmin/dbcreator.
07-11-2013,09:16:58 : Unsuccessful return code from SQL statement: select filename from master..sysdatabases where name='BEDB'
07-11-2013,09:16:58 : SQL_GetServiceName. GetComputerName
07-11-2013,09:16:58 : NEURA-NAS-01
07-11-2013,09:16:58 : DRIVER={SQL Native Client};SERVER=NEURA-NAS-01\BKUPEXEC;Trusted_Connection=Yes
07-11-2013,09:16:58 : SQL Server version 9
07-11-2013,09:16:58 : SQL version returned: 9
07-11-2013,09:16:58 : Executing SQL_GetServicePack.
07-11-2013,09:16:58 : SQL_GetServiceName. GetComputerName
07-11-2013,09:16:58 : NEURA-NAS-01
07-11-2013,09:16:58 : DRIVER={SQL Native Client};SERVER=NEURA-NAS-01\BKUPEXEC;Trusted_Connection=Yes
07-11-2013,09:16:58 : Connected to SQL Server.
07-11-2013,09:16:58 : NEURA-NAS-01\BKUPEXEC is a SQL Server Product Level: 'SP4'
07-11-2013,09:16:58 : Executing SQL_GetSQLServerEdition.
07-11-2013,09:16:58 : SQL_GetServiceName. GetComputerName
07-11-2013,09:16:58 : NEURA-NAS-01
07-11-2013,09:16:58 : DRIVER={SQL Native Client};SERVER=NEURA-NAS-01\BKUPEXEC;Trusted_Connection=Yes
07-11-2013,09:16:58 : Connected to SQL Server.
07-11-2013,09:16:58 : NEURA-NAS-01\BKUPEXEC is a SQL Server Express Edition
07-11-2013,09:16:58 : SQL_GetServiceName. GetComputerName
07-11-2013,09:16:58 : NEURA-NAS-01
07-11-2013,09:16:58 : DRIVER={SQL Native Client};SERVER=NEURA-NAS-01\BKUPEXEC;Trusted_Connection=Yes;DATABASE=
07-11-2013,09:16:58 : Connected to SQL Server.
07-11-2013,09:16:58 : SQL Server version 9
07-11-2013,09:16:58 : Connected to SQL Server.
07-11-2013,09:16:58 : Registry key name for instance MSSQL.2, has been obtained.
07-11-2013,09:16:58 : SQL_GetServiceName. GetComputerName
07-11-2013,09:16:58 : NEURA-NAS-01
07-11-2013,09:16:58 : DRIVER={SQL Native Client};SERVER=NEURA-NAS-01\BKUPEXEC;Trusted_Connection=Yes;DATABASE=
07-11-2013,09:16:58 : Connected to SQL Server.
07-11-2013,09:16:58 : SQL Server version 9
07-11-2013,09:16:58 : Connected to SQL Server.
07-11-2013,09:16:58 : Registry key name for instance MSSQL.2, has been obtained.
07-11-2013,09:16:58 : Using default BACKUPEXEC instance.
07-11-2013,09:16:59 : no BE InfoSection
07-11-2013,09:17:48 : Terminal Services enabled.
07-11-2013,09:17:48 : Terminal Services server has been set to Install mode.
07-11-2013,09:17:48 : Checking MSMQ Feature for BEAO
07-11-2013,09:17:48 : MSMQ NOT Installed
07-11-2013,09:17:48 : Both MSMQ ans IIS are installed on this System. No Need to install again.
07-11-2013,09:17:48 : Checking for .Net Framework 4.0.
07-11-2013,09:17:52 : Executing InstallLiveUpdate.
07-11-2013,09:18:05 : The return value for Symantec LiveUpdate returned error code: 0
07-11-2013,09:18:05 : Installing Microsoft Report Viewer Redistributable 2005
07-11-2013,09:18:05 : The return value for Microsoft Report Viewer Redistributable 2005 returned error code: 0
07-11-2013,09:18:05 : Starting Install
07-11-2013,09:18:05 : AgentSeqDlgs::Misc_BE_CommonOps
07-11-2013,09:18:05 : Current Maintenance Path : C:\Documents and Settings\All Users\Application Data\Symantec\Backup Exec\{017CF375-DCCC-4717-B3A2-F549CE54BDE5}
07-11-2013,09:18:05 : AgentSeqDlgs::Misc_BE_CommonOps
07-11-2013,09:18:05 : Current Maintenance Path : C:\Documents and Settings\All Users\Application Data\Symantec\Backup Exec\{017CF375-DCCC-4717-B3A2-F549CE54BDE5}
07-11-2013,09:18:05 : Extracting patch information from D:\backup exec\BE\WinNT\Install\BEx64\Updates\PatchInfo.ini
07-11-2013,09:18:05 : Using Command Line: EXE_ENVOKED=1 REBOOT=ReallySuppress BEUIMODE=1 TRANSFORMS="C:\Documents and Settings\All Users\Application Data\Symantec\Backup Exec\{017CF375-DCCC-4717-B3A2-F549CE54BDE5}\1033.MST" PATCH="D:\backup exec\BE\WinNT\Install\BEx64\Updates\BEPatch.msp" PATCHCODE={AE7BD862-C315-4741-A7CB-EBF61D33BAAC} PATCHTYPE=HF PATCHNUM=180689 PATCHCATEGORY=BE RAWS32PATCHCODE={283E65C6-BC37-4741-A461-DA47F8FB5ECC} RAWS64PATCHCODE={42EDAD7D-5903-4146-8A2E-5CE69DCE11FB} PARAMS="C:\Documents and Settings\All Users\Application Data\Symantec\Backup Exec\{017CF375-DCCC-4717-B3A2-F549CE54BDE5}\BEInstParams.prm" SERV_DOM=NEURA-NAS-01 SERV_UNAME="Administrator" SERV_PW1=********
07-11-2013,09:18:05 : Launching MSI: D:\backup exec\BE\WinNT\Install\BEx64\Install\Media\Symantec Backup Exec for Windows Servers.msi
07-11-2013,09:18:05 : Cleaning stand-alone BELAT
07-11-2013,09:18:05 : Uninstall BELAT CMD Line: msiexec /x {001B6569-BE48-4129-87EE-9354A7A3C468} /qn REBOOT=ReallySuppress
07-11-2013,09:18:06 : Cleaning stand-alone BELAT
07-11-2013,09:18:06 : Uninstall BELAT CMD Line: msiexec /x {001B6569-BE48-4129-87EE-9354A7A3C468} /qn REBOOT=ReallySuppress
07-11-2013,09:18:06 : Cleaning stand-alone BELAT
07-11-2013,09:18:06 : Uninstall BELAT CMD Line: msiexec /x {001B6569-BE48-4129-87EE-9354A7A3C468} /qn REBOOT=ReallySuppress
07-11-2013,09:18:06 : Cleaning stand-alone BELAT
07-11-2013,09:18:06 : Uninstall BELAT CMD Line: msiexec /x {001B6569-BE48-4129-87EE-9354A7A3C468} /qn REBOOT=ReallySuppress
07-11-2013,09:18:06 : Cleaning stand-alone BELAT
07-11-2013,09:18:06 : Uninstall BELAT CMD Line: msiexec /x {001B6569-BE48-4129-87EE-9354A7A3C468} /qn REBOOT=ReallySuppress
07-11-2013,09:18:07 : Cleaning stand-alone BELAT
07-11-2013,09:18:07 : Uninstall BELAT CMD Line: msiexec /x {001B6569-BE48-4129-87EE-9354A7A3C468} /qn REBOOT=ReallySuppress
07-11-2013,09:18:07 : Cleaning stand-alone BELAT
07-11-2013,09:18:07 : Uninstall BELAT CMD Line: msiexec /x {001B6569-BE48-4129-87EE-9354A7A3C468} /qn REBOOT=ReallySuppress
07-11-2013,09:18:07 : Cleaning stand-alone BELAT
07-11-2013,09:18:07 : Uninstall BELAT CMD Line: msiexec /x {001B6569-BE48-4129-87EE-9354A7A3C468} /qn REBOOT=ReallySuppress
07-11-2013,09:18:07 : Cleaning stand-alone BELAT
07-11-2013,09:18:07 : Uninstall BELAT CMD Line: msiexec /x {001B6569-BE48-4129-87EE-9354A7A3C468} /qn REBOOT=ReallySuppress
07-11-2013,09:18:07 : Cleaning stand-alone BELAT
07-11-2013,09:18:07 : Uninstall BELAT CMD Line: msiexec /x {001B6569-BE48-4129-87EE-9354A7A3C468} /qn REBOOT=ReallySuppress
07-11-2013,09:18:07 : Cleaning stand-alone BELAT
07-11-2013,09:18:07 : Uninstall BELAT CMD Line: msiexec /x {001B6569-BE48-4129-87EE-9354A7A3C468} /qn REBOOT=ReallySuppress
07-11-2013,09:18:07 : Cleaning stand-alone BELAT
07-11-2013,09:18:07 : Uninstall BELAT CMD Line: msiexec /x {001B6569-BE48-4129-87EE-9354A7A3C468} /qn REBOOT=ReallySuppress
07-11-2013,09:18:08 : Cleaning stand-alone BELAT
07-11-2013,09:18:08 : Uninstall BELAT CMD Line: msiexec /x {001B6569-BE48-4129-87EE-9354A7A3C468} /qn REBOOT=ReallySuppress
07-11-2013,09:18:08 : Cleaning stand-alone BELAT
07-11-2013,09:18:08 : Uninstall BELAT CMD Line: msiexec /x {001B6569-BE48-4129-87EE-9354A7A3C468} /qn REBOOT=ReallySuppress
07-11-2013,09:18:08 : Cleaning stand-alone BELAT
07-11-2013,09:18:08 : Uninstall BELAT CMD Line: msiexec /x {001B6569-BE48-4129-87EE-9354A7A3C468} /qn REBOOT=ReallySuppress
07-11-2013,09:18:08 : Cleaning stand-alone BELAT
07-11-2013,09:18:08 : Uninstall BELAT CMD Line: msiexec /x {001B6569-BE48-4129-87EE-9354A7A3C468} /qn REBOOT=ReallySuppress
07-11-2013,09:18:08 : Cleaning stand-alone BELAT
 
CraigV's picture

Hi ysr,

 

Is the BE SQL service started up?

Did you perform an upgrade or a clean installation?

Thanks!

 

Alternative ways to access Backup Exec Technical Support:

https://www-secure.symantec.com/connect/blogs/alte...

ysr's picture

Hi CraigV,

I checked in Services, yes it is started.

I uninstalled the version 12 and install the version 2012.

Thanks!

pkh's picture

You might want to go to Add/Remove Programs and repair BE.

ysr's picture

Hi PKH,

I went to Add/Remove Programs and I did not see any BE in the program list.

 

pkh's picture

This means that BE is not properly installed.  You should re-install BE.

ysr's picture

Yea, I have tried that dozen times, all return me with same message. :(

pkh's picture

1) Go to your installation DVD and try installing the SQL Express first

2) Then install BE using Run as Administrator.

ysr's picture

Tried that too, gave me same thing

and I notice this error too in the 

C:/Documents and Settings/All Users/Application Data/Symantec/Backup Exec/Logs/BKUPINST2012.HTM#07-12-2013,08:03:43

ERROR: Installation failed with error 1073807364. GetLastError = :0

pkh's picture

In this case, I would suggest that you log a support case with Symantec for them to take a look at the problem.

ysr's picture

Already logged, they suggested me to reformat the server...