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Can`t install Backup Exec Sytem recovery

Created: 02 Oct 2012 • Updated: 02 Oct 2012 | 33 comments

Hello, I have the same issue as in this topic "https://www-secure.symantec.com/connect/forums/besr-2010-cannot-uninstall"

After successfull uninstalliation with batch file "UninstallBESR2010", I`m trying to reinstall BESR again (clean install), but I get an error (see attach)

what can this be ?

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Markus Koestler's picture

Have you also used the MSIZAP utility to really get rid of all Windows Installer information related BESR ? You might also check wether under HKLM\Software\Symantec\ there are any remains of BESR after running the uninstall.bat and the MSIZAP utility. Furthermore you could have a look at the Logfile of the MSI Installer to get more details about the error.

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outerim's picture

I`ve used  MSIZAP utility with G option and some manual method to clean up registy of any remains of BESR, but the problem still exist

where can I fing msi installer log file ? 

and maybe there r some other options to use with MSIZAP ?

Markus Koestler's picture

To generate the logfile you have to run the installation in this way:

msiexec /i PATHTOMSIFILE /l*vx c:\LOG.txt

 

 

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VJware's picture

Take a registry backup & browse to the path ~ HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Windows\Installer...Remove these 2 keys if present In Progress & Rollback..Re-run the install again.

 

outerim's picture

2VJware

there are no such keys in this path

2Markus

I`ve created a log file, but it dosn`t give any sense to me what to do next

reg.JPG
AttachmentSize
log.7z 219.37 KB
Markus Koestler's picture

MSI (s) (38:44) [14:41:49:565]: Note: 1: 1935 2: {63E949F6-03BC-5C40-A01F-C8B3B9A1E18E} 3: 0x800736FD 4: IAssemblyCacheItem 5: Commit 6: policy.8.0.Microsoft.VC80.CRT,publicKeyToken="1fc8b3b9a1e18e3b",type="win32-policy",version="8.0.50727.762",processorArchitecture="x86"
MSI (s) (38:44) [14:41:49:565]: Assembly Error (sxs): Please look into Component Based Servicing Log located at -150543240ndir\logs\cbs\cbs.log to get more diagnostic information.
Error 1935.An error occurred during the installation of assembly component {63E949F6-03BC-5C40-A01F-C8B3B9A1E18E}. HRESULT: 0x800736FD. assembly interface: IAssemblyCacheItem, function: Commit, assembly name: policy.8.0.Microsoft.VC80.CRT,publicKeyToken="1fc8b3b9a1e18e3b",type="win32-policy",version="8.0.50727.762",processorArchitecture="x86"
MSI (s) (38:44) [14:42:14:103]: Product: Symantec Backup Exec System Recovery 2010 -- Error 1935.An error occurred during the installation of assembly component {63E949F6-03BC-5C40-A01F-C8B3B9A1E18E}. HRESULT: 0x800736FD. assembly interface: IAssemblyCacheItem, function: Commit, assembly name: policy.8.0.Microsoft.VC80.CRT,publicKeyToken="1fc8b3b9a1e18e3b",type="win32-policy",version="8.0.50727.762",processorArchitecture="x86"
 

 

Can you fetch the cbs.log ?

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Markus Koestler's picture

What OS are your running the installation ?

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Markus Koestler's picture

Did you run the setup as administrator ?

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omnicron's picture

something has happened to my account, it`s me, outerim )

of course I run setup, as administrator

it all began with this error

https://www-secure.symantec.com/connect/forums/multiple-step-ole-db-operation-generated-errors

then I`ve installed pach from symantec on two servers

on the first server this error disapeared, and on the second one there was an error during patching, that spopped BSER from further working, so, I`ve decided to delete it and thats how it started :) 

 

Markus Koestler's picture

Are you entitled to file a case ?

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omnicron's picture

2Markus 

refrase plz, I don`t quite understand u

Markus Koestler's picture

Can you open a support case with symantec ?

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Markus Koestler's picture

Go to mysupport.symantec.com, register there and open a support case OR try to get in touch with support via phone: http://www.symantec.com/support/techsupp_contact_p...

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Markus Koestler's picture

Did you resolve the issue yet ?

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omnicron's picture

I was using 9.0.1 version of BSER, last issue resolved by installing 9.0.5

but now it is in trial mode and doesn`t accept my license key, I`ve already unistalled 9.0.5 and installed 9.0.1 (thouthgt the problem was here) but no use

omnicron's picture

and the most interesting thing is, that on any other computer BESR accepts this key !

Markus Koestler's picture

To transfer the license have a look here: http://www.symantec.com/business/support/index?pag...

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omnicron's picture

what do u mean by transfer ? I`ve already activated BESR on this computer with license key, provided by Symantec, and after all those event`s with unstalling/istalling I`ve got this situation with "invalid license key"

1231.jpg
Markus Koestler's picture

So the error comes up with BESR 9.0.1 or 9.0.5 ? You could try to get in touch with the licensing department to check wether the key is still vaild for the version or not: http://www.symantec.com/business/support/index?pag...

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omnicron's picture

error comes both on 9.0.1 and 9.0.5 on target computer, where it was installed previously

and on any other coputer BESR takes this license number :) 

so, it`s valid

omnicron's picture

maybe there`s a problem with activation mechanism after registry cleanup and MSIZAP usage

Markus Koestler's picture

And on the machines where the license is not accepted, the abovementioned registry keys are present ?

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omnicron's picture

there are no such keys (HKEY_LOCAL_MACHINE\Software\Symantec\Backup Exec System Recovery\9.0  (BESR 2010) on both machines 

reg.JPG
Markus Koestler's picture

Great ! Please mark this post as solved then !

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TRaj's picture

How was it resolved? did you resolve by performing a registry clean?

We are requesting you to mark the forums as Solution , so that is makes easier for the viewer to search and refer the posts with "Solutions"

omnicron's picture

it was resolved at the end by installing 9.0.5 version istead of 9.0.1

 

Markus Koestler's picture

May I ask you to mark this post as solved then ?

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