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Installation Remote agent fails on 2003 x64 server with Xeon Cpu

Created: 06 Feb 2006 • Updated: 21 May 2010 | 22 comments

Hi all,

Were having problems installing Remote agent on a Server 2003 x64 with Dual Xeon Cpu's with hypertrading support.
Trying to install it from our NT40 BackupExec 9.1 Media server, using the \Program Files\VERITAS\BackupExec\NT\Agents\RANT64 directory/methode
as written in document: http://ftp.support.veritas.com/pub/support/product...
Mapping drive letter and running setupaa64.cmd shows a short cmd box and nothing happens, running setup.exe results in Windows error message "This installation package is not supported by this processor type. Contact your product vendor...
Already installed SP1 for Server 2003

No succes, the log file reports


=== Verbose logging started: 06-Feb-06 10:58:14 Build type: SHIP UNICODE 3.01.4000.2435 Calling process: C:\WINDOWS\system32\MSIEXEC.EXE ===
MSI (c) (B8:4C) : Resetting cached policy values
MSI (c) (B8:4C) : Machine policy value 'Debug' is 0
MSI (c) (B8:4C) : ******* RunEngine:
******* Product: R:\Program Files\VERITAS\Backup Exec\NT\Agents\Rant64\VERITAS Backup Exec Remote Agent for Windows Servers.msi
******* Action:
******* CommandLine: **********
MSI (c) (B8:4C) : Client-side and UI is none or basic: Running entire install on the server.
MSI (c) (B8:4C) : Grabbed execution mutex.
MSI (c) (B8:4C) : Cloaking enabled.
MSI (c) (B8:4C) : Attempting to enable all disabled priveleges before calling Install on Server
MSI (c) (B8:4C) : Incrementing counter to disable shutdown. Counter after increment: 0
MSI (s) (04:00) : Grabbed execution mutex.
MSI (s) (04:0C) : Resetting cached policy values
MSI (s) (04:0C) : Machine policy value 'Debug' is 0
MSI (s) (04:0C) : ******* RunEngine:
******* Product: R:\Program Files\VERITAS\Backup Exec\NT\Agents\Rant64\VERITAS Backup Exec Remote Agent for Windows Servers.msi
******* Action:
******* CommandLine: **********
MSI (s) (04:0C) : Incrementing counter to disable shutdown. Counter after increment: 0
MSI (s) (04:0C) : Machine policy value 'DisableUserInstalls' is 0
MSI (s) (04:0C) : File will have security applied from OpCode.
MSI (s) (04:0C) : Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied. Counter after decrement: -1
MSI (s) (04:0C) : SOFTWARE RESTRICTION POLICY: Verifying package --> 'R:\Program Files\VERITAS\Backup Exec\NT\Agents\Rant64\VERITAS Backup Exec Remote Agent for Windows Servers.msi' against software restriction policy
MSI (s) (04:0C) : SOFTWARE RESTRICTION POLICY: R:\Program Files\VERITAS\Backup Exec\NT\Agents\Rant64\VERITAS Backup Exec Remote Agent for Windows Servers.msi has a digital signature
MSI (s) (04:0C) : SOFTWARE RESTRICTION POLICY: R:\Program Files\VERITAS\Backup Exec\NT\Agents\Rant64\VERITAS Backup Exec Remote Agent for Windows Servers.msi is permitted to run at the 'unrestricted' authorization level.
MSI (s) (04:0C) : End dialog not enabled
MSI (s) (04:0C) : Original package ==> R:\Program Files\VERITAS\Backup Exec\NT\Agents\Rant64\VERITAS Backup Exec Remote Agent for Windows Servers.msi
MSI (s) (04:0C) : Package we're running from ==> C:\WINDOWS\Installer\1e16764c.msi
MSI (s) (04:0C) : APPCOMPAT: looking for appcompat database entry with ProductCode '{833EFD99-9A68-4758-929E-995433B052C0}'.
MSI (s) (04:0C) : APPCOMPAT: no matching ProductCode found in database.
MSI (s) (04:0C) : MSCOREE not loaded loading copy from system32
MSI (s) (04:3C) : Generating random cookie.
MSI (s) (04:3C) : Created Custom Action Server with PID 1400 (0x578).
MSI (s) (04:98) : Running as a service.
MSI (s) (04:98) : Hello, I'm your 32bit Impersonated custom action server.
MSI (s) (04:0C) : Note: 1: 1708
MSI (s) (04:0C) : Note: 1: 2729
MSI (s) (04:0C) : Note: 1: 2729
MSI (s) (04:0C) : Product: VERITAS Backup Exec Remote Agent for Windows Servers -- Installation failed.

MSI (s) (04:0C) : MainEngineThread is returning 1633
MSI (s) (04:00) : Destroying RemoteAPI object.
MSI (s) (04:3C) : Custom Action Manager thread ending.
This installation package is not supported by this processor type. Contact your product vendor.
R:\Program Files\VERITAS\Backup Exec\NT\Agents\Rant64\VERITAS Backup Exec Remote Agent for Windows Servers.msi
MSI (c) (B8:4C) : Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied. Counter after decrement: -1
MSI (c) (B8:4C) : MainEngineThread is returning 1633
=== Verbose logging stopped: 06-Feb-06 10:58:15 ===


Well thats the complete story, hope anyone can help us out, but we probably have to buy us a new BackupExec V10 version


Regards,
Donald

Comments 22 CommentsJump to latest comment

Deepali Badave's picture

Hello,

Please refer the following technote:

http://seer.support.veritas.com/docs/275657.htm

NOTE : If we do not receive your reply within two business days, this post would be marked assumed answered and would be moved to answered questions pool.

Donald Nono's picture

Hi,

Yes i've been reading this document and as i wrote, followded the steps exactly
Still did'nt manage to install the agent
Again, here's the logfile

=== Verbose logging started: 06-Feb-06 10:58:14 Build type: SHIP UNICODE 3.01.4000.2435 Calling process: C:\WINDOWS\system32\MSIEXEC.EXE ===
MSI (c) (B8:4C) : Resetting cached policy values
MSI (c) (B8:4C) : Machine policy value 'Debug' is 0
MSI (c) (B8:4C) : ******* RunEngine:
******* Product: R:\Program Files\VERITAS\Backup Exec\NT\Agents\Rant64\VERITAS Backup Exec Remote Agent for Windows Servers.msi
******* Action:
******* CommandLine: **********
MSI (c) (B8:4C) : Client-side and UI is none or basic: Running entire install on the server.
MSI (c) (B8:4C) : Grabbed execution mutex.
MSI (c) (B8:4C) : Cloaking enabled.
MSI (c) (B8:4C) : Attempting to enable all disabled priveleges before calling Install on Server
MSI (c) (B8:4C) : Incrementing counter to disable shutdown. Counter after increment: 0
MSI (s) (04:00) : Grabbed execution mutex.
MSI (s) (04:0C) : Resetting cached policy values
MSI (s) (04:0C) : Machine policy value 'Debug' is 0
MSI (s) (04:0C) : ******* RunEngine:
******* Product: R:\Program Files\VERITAS\Backup Exec\NT\Agents\Rant64\VERITAS Backup Exec Remote Agent for Windows Servers.msi
******* Action:
******* CommandLine: **********
MSI (s) (04:0C) : Incrementing counter to disable shutdown. Counter after increment: 0
MSI (s) (04:0C) : Machine policy value 'DisableUserInstalls' is 0
MSI (s) (04:0C) : File will have security applied from OpCode.
MSI (s) (04:0C) : Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied. Counter after decrement: -1
MSI (s) (04:0C) : SOFTWARE RESTRICTION POLICY: Verifying package --> 'R:\Program Files\VERITAS\Backup Exec\NT\Agents\Rant64\VERITAS Backup Exec Remote Agent for Windows Servers.msi' against software restriction policy
MSI (s) (04:0C) : SOFTWARE RESTRICTION POLICY: R:\Program Files\VERITAS\Backup Exec\NT\Agents\Rant64\VERITAS Backup Exec Remote Agent for Windows Servers.msi has a digital signature
MSI (s) (04:0C) : SOFTWARE RESTRICTION POLICY: R:\Program Files\VERITAS\Backup Exec\NT\Agents\Rant64\VERITAS Backup Exec Remote Agent for Windows Servers.msi is permitted to run at the 'unrestricted' authorization level.
MSI (s) (04:0C) : End dialog not enabled
MSI (s) (04:0C) : Original package ==> R:\Program Files\VERITAS\Backup Exec\NT\Agents\Rant64\VERITAS Backup Exec Remote Agent for Windows Servers.msi
MSI (s) (04:0C) : Package we're running from ==> C:\WINDOWS\Installer\1e16764c.msi
MSI (s) (04:0C) : APPCOMPAT: looking for appcompat database entry with ProductCode '{833EFD99-9A68-4758-929E-995433B052C0}'.
MSI (s) (04:0C) : APPCOMPAT: no matching ProductCode found in database.
MSI (s) (04:0C) : MSCOREE not loaded loading copy from system32
MSI (s) (04:3C) : Generating random cookie.
MSI (s) (04:3C) : Created Custom Action Server with PID 1400 (0x578).
MSI (s) (04:98) : Running as a service.
MSI (s) (04:98) : Hello, I'm your 32bit Impersonated custom action server.
MSI (s) (04:0C) : Note: 1: 1708
MSI (s) (04:0C) : Note: 1: 2729
MSI (s) (04:0C) : Note: 1: 2729
MSI (s) (04:0C) : Product: VERITAS Backup Exec Remote Agent for Windows Servers -- Installation failed.

MSI (s) (04:0C) : MainEngineThread is returning 1633
MSI (s) (04:00) : Destroying RemoteAPI object.
MSI (s) (04:3C) : Custom Action Manager thread ending.
This installation package is not supported by this processor type. Contact your product vendor.
R:\Program Files\VERITAS\Backup Exec\NT\Agents\Rant64\VERITAS Backup Exec Remote Agent for Windows Servers.msi
MSI (c) (B8:4C) : Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied. Counter after decrement: -1
MSI (c) (B8:4C) : MainEngineThread is returning 1633
=== Verbose logging stopped: 06-Feb-06 10:58:15 ===


Regards,
Donald

Brad H's picture

I am also looking for that answer. I don't believe that Veritas wants to support backing up x64 Xeon processors (correct me if I am wrong here)

AS found in the installation PDF:

"Can be installed only on 64-bit Intel Itanium and Itanium 2 computers running the Windows Server 2003 family or Windows XP 64-bit Edition"

No where in here is mentioned EM64T Xeon processors.
Any work around? Not all fo us are in the position to upgrade our media servers.

Russ Perry's picture

9.x ONLY supports Itanium processors for 64 bit operation. From a search through support docs for the Xeon processor, it looks like support started with 10.0.5520 HotFix 2.

brentil's picture

The issue as mentioned is that 9.1 has the RANT32 and RANT64 agents which support normal 32bit systems and 64bit Itanium systems. The 64bit Xeons are the newer Extended 64bit or as Veritas has it named RANT64EX.

We're also looking to start backing up EX64bit machines soon but all we have is BE 9.1. The thing is though is that HF56 for 9.1 SP4a lists inside of itself that 9.1 has the RANT64EX file for patching and use. Is this a typo on Veritas' part and 9.1 DOES NOT support EX64bit, or is there some RANT64EX agent I've spent the last 2 hours looking for hiding someplace?

http://seer.support.veritas.com/docs/282260.htm

So lets say there isn't a RANT64EX for BE 9.1, does the RANT32 function properly on these machines or will they not install/work? Also say we don't have the funds to upgrade to 10d, does this then mean we're S.O.L. for using BE 9.1 for backing up the new EX64bit servers?

Jeff Opie's picture

I believe that the silence from Veritas on this issue speaks volumes. I cannot imagine that providing an x64 agent for 9.1 would be that difficult, but it sure may hurt upgrade revenue. We are being forced to procure and install 10d due to the aquisition of an x64 server.

Andrew Hurren's picture

I think I have managed to find a workaround to this problem that everyone is experiencing with installing the agent. I have not fully tested it yet but have added it to our backup schedule for tonight and will have some further results tomorrow.

If you have another server with the BE agent installed on then copy the entire Veritas directory from \Program files to the 64 bit server under the \Program Files (x64)\ folder. I copied the standard 32bit version of the agent from a Windows 2003 32 standard server but think all the 32 bit installs are the same.

I then exported the folowing key from the original server HKLM\System\Current control set\services\BackupExecAgentAccelerator

Export the entire key and then impot it to the 64 bit server then go into regedit and change the HKLM\System\Current control set\services\BackupExecAgentAccelerator\Imagepath key so that the path is now ...\Program Files (x64)\...

The server will need a restart for the BE service to start but so far all drives etc have appeared as normal on my backup server and have added them to my scheduled job, will give some feed back tomorrow on its success.

Donald Nono's picture

Let me know if you had any success ?

I'm struggling quite a while with this problem, and Symantec/Veritas is providing me just standard information. The best suggestion until now was to buy me a 10.0 version. Well I can assure the sales department of Symantec that I wont do that, because we recently bought version 9.1, including agents. I'd rather be on the Bahamas for that amount of money, so let them work for the money........

Donald Nono's picture

Deepali,

I suggest to forward this issue to your superiors, or to the sales department. I hope anyone can solve this problem because the Backupexec software is not in the catagorie "freeware" if you know what I mean

Regards,
Donald

Jeff Opie's picture

Thank you, Andrew. This workaround was successful for us.

You may have saved us all a lot of time and money.

Andrew Hurren's picture

Backup ran fine last night, throughput was as per normal etc and everything was backed up.

Unfortunately we still have to upgrade to 10 as the SQL agent does not support SQL 2005 x64 and we really need the agent, oh well.


For the record I also submitted a separate formal support request to Symantec on this issue over a week ago and am yet to receive a response from them. I have always been a supporter of the Veritas BE product but cringed when I heard of Symantec taking it over last year and now this is realised in this type of support issue, in my dealings with Veritas I always found them very helpful though it seems Symantec's focus is more on revenue rather than actually properly supporting their own product.

Joshua Small's picture

Hi Andrew,

Have your SQL server setup to do its own backups to file, by using the enterprise manager wizard. Assuming your have the hard disk space on your media server or similar, get them dumped there and then do a file backup to tape.

Though this is unreasonable to high end large business databases (if you're in that boat, sorry) but several of our customers with 1GB or so DBs have no issues doing backups this way. What's more, MS actually support it should you have a restore issue (once you've restored the file from tape anyway).

Donald Nono's picture

Ok, splendid job, the Symantec giant will be very pleased to hear that you're the one solving the problems for them. Still I think this is something Symantec should solve
We're running SQL databases as well, but using the backup method as described by Joshua Small later on

Andrew Hurren's picture

Thanks for the tip Joshua

But we are in that boat unfortunately, its purely a SQL db server with will probably hold over 100 large DB's so unfortunately we have to go and spend over 3kAUD now on version 10.

Although I have investigated paying for just the upgrade version but have been told by a Symantec sales rep that because we purchased the boxed/retail version instead of just the licence then we have no upgrade path and have to fork out the normal price. Confuses me a bit though as I always though a licence is a licence and the boxed editions atypically more expensive anyway. Oh well that's my gripe for the day and hope their support improves considerable.

I will be amused to get some sort of response on my original support request from Symantec but will probably get a link sent to me for this forum thread.

Mike Alfano's picture

I have tried this and I still have the same problem - this appears to be the same problem with everyone else on this forum - do you have any other suggestions?

Donald Nono's picture

Mike ,

Have you tried the "Hurren methode" , it works in on our server


Methode by Andrew Hurren:

If you have another server with the BE agent installed on then copy the entire Veritas directory from \Program files to the 64 bit server under the \Program Files (x64)\ folder. I copied the standard 32bit version of the agent from a Windows 2003 32 standard server but think all the 32 bit installs are the same.

I then exported the folowing key from the original server HKLM\System\Current control set\services\BackupExecAgentAccelerator

Export the entire key and then impot it to the 64 bit server then go into regedit and change the HKLM\System\Current control set\services\BackupExecAgentAccelerator\Imagepath key so that the path is now ...\Program Files (x64)\...

The server will need a restart for the BE service to start but so far all drives etc have appeared as normal on my backup server and have added them to my scheduled job, will give some feed back tomorrow on its success.

Mike Alfano's picture

I was looking for an "official" solution from Symantec/Veritas but am finding that they are difficult to get answers from and don't expect to hear an answer on this from them.

I will give them another day and if I don't hear from them I will try this solution.

Donald Nono's picture

Forget it Mike,

I think you'll have to do it on your own
Symantec service is not the same as Veritas service

Symantec is a MMLS company
More Money Less Service

Gauri Ketkar's picture

Hi,

Thank you for the Update !

we suggest you to log an enhancement request for the desired feature:

http://enhancement.veritas.com


revert for any further Query
Hope this will help you


Thank you
Gauri