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Backup Exec SP2 fails to install

Created: 14 Oct 2013 | 5 comments
KeirL's picture

Hi

I have a Backup Exec 2012 SP1 server (standalone) and I'm trying to install SP2. I've tried both using live update and downloading and running the patch manually.

The manual install doesn't really start - it opens the package and then just disappears from the screen - when I look in the install log all I get is the below:

It seems to be complaining that it can't open the package  I've downloaded a couple of times so shouldn't be due to a corruption. The Backup Exec server is running on a Windows 2003 SP2 Standard edition platform with the latest hot fixes applied - could it be the version of msi installer?

10-14-2013,12:41:07 : Entering PatchSetup.exe
10-14-2013,12:41:07 : Command Line: /NAME:SP-2 /UI:FULL
10-14-2013,12:41:07 : Executing GetPatchInfo.
+ 10-14-2013,12:41:07 : Failed to retrieve Execute Custom Action from .\PatchInfo.ini.
10-14-2013,12:41:07 : Not setting Execute Custom Action property. SetInstallProps does not need to run again.
10-14-2013,12:41:07 : m_bUseNativeClient = 1
10-14-2013,12:41:07 : SQL_SetAuditTableHFInfo: <redacted> BKUPEXEC
10-14-2013,12:41:07 : SQL_GetServiceName. GetComputerName
10-14-2013,12:41:07 : <redacted>
10-14-2013,12:41:07 : DRIVER={SQL Native Client};SERVER=<redacted>\BKUPEXEC;Trusted_Connection=Yes;DATABASE=BEDB
10-14-2013,12:41:07 : SQL_ExecuteSQL rc=0 stzSQLCmd=INSERT INTO BELog (ObjectID, ParentID, OperationID, TimeStamp, Username, Message) VALUES ('{04EF8D8E-FBB7-4BFC-9192-A6C553058B85}', 11, 1, GETUTCDATE(), '<redacted>\administrator', 'Starting installation of SP 2')
10-14-2013,12:42:08 : This patch package could not be opened. Verify that the patch package exists and that you can access it, or contact the application vendor to verify that this is a valid Windows Installer patch package. D:\setup\BE2012e\BE32\Install\Media\Symantec Backup Exec for Windows Servers.msi
10-14-2013,12:42:08 : m_bUseNativeClient = 1
10-14-2013,12:42:08 : SQL_SetAuditTableHFInfo: <redacted> BKUPEXEC
10-14-2013,12:42:08 : SQL_GetServiceName. GetComputerName
10-14-2013,12:42:08 : <redacted>
10-14-2013,12:42:08 : DRIVER={SQL Native Client};SERVER=<redacted>\BKUPEXEC;Trusted_Connection=Yes;DATABASE=BEDB
10-14-2013,12:42:08 : SQL_ExecuteSQL rc=0 stzSQLCmd=INSERT INTO BELog (ObjectID, ParentID, OperationID, TimeStamp, Username, Message) VALUES ('{04EF8D8E-FBB7-4BFC-9192-A6C553058B85}', 11, 8, GETUTCDATE(), '<redacted>\administrator', 'Error: Installation of SP 2 has failed.')
+ 10-14-2013,12:42:08 : V-225-136: The patch failed to install. Return code: 1635 ***To search for information about this error, click here 
10-14-2013,12:42:08 : Checking to see if any remote agents that publish to this media server need to be updated.
10-14-2013,12:42:08 : Executing beupdateops
10-14-2013,12:42:08 : Exiting PatchSetup.exe
 
Live update just gets as far as downloading and 'installing' but then says 'failed to install'......

kind regards

Operating Systems:

Comments 5 CommentsJump to latest comment

CraigV's picture

Hi,

Have you stopped and disabled any AV running on that server?

You can also check the TN below:

http://www.symantec.com/business/support/index?page=content&id=TECH190376

Thanks!

Alternative ways to access Backup Exec Technical Support:

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

KeirL's picture

Hi

Thanks - there is no AV and there isn't anything in the logs about the MSI or MSP missing. The log simply shows:

=== Verbose logging started: 14/10/2013  14:00:30  Build type: SHIP UNICODE 3.01.4000.4042  Calling process: C:\WINDOWS\system32\msiexec.exe ===
MSI (c) (78:D8) [14:00:30:922]: Resetting cached policy values
MSI (c) (78:D8) [14:00:30:922]: Machine policy value 'Debug' is 0
MSI (c) (78:D8) [14:00:30:922]: ******* RunEngine:
           ******* Product: bepatch.msp
           ******* Action: 
           ******* CommandLine: **********
MSI (c) (78:D8) [14:00:30:938]: Note: 1: 2766 2: bepatch.msp 
MSI (c) (78:D8) [14:00:30:938]: MainEngineThread is returning 1620
=== Verbose logging stopped: 14/10/2013  14:00:30 ===

and the following dialogue returned

  Capture.j.JPG

thanks

lmosla's picture

Hello, do you have any other error that occurs in Windows events when you attempt the install?

lmosla's picture

A couple more things:

Please verify that D:\setup\BE2012e\BE32\Install is the source path and that you can access it,

also try running a repair - close Backup Exec (make sure there isnt any jobs running) and run the repair from Add and Remove programs.   After this completes successfully try to apply the patch again.

KeirL's picture

Thanks Imosla

I'll try what you're suggesting later today and le you know how I get on.

cheers