IT Management Suite

How has the 7.1 SP1 install gone for those who have tested it?  I've put it on two test 7.1 machines and the install failed on both machines leaving me with a non-functional environment.  My ITMS installs were pretty vanilla so I'm curious if others are having the same issues and whether there are any tips to assist with recovery or avoiding this issue in the future. 

Basically what happened on both servers is an error during the SP1 install within SIM that states "Failed to configure the NS.  Failed to run managed install".  Install logs show a 1603 error from altiris_ns_7_1_sp1_x64.msi.  Things go downhill from there.  Even a complete uninstall / reinstall has not allowed me to recover my SMP.  Looking at possible server rebuilds at this point if support cannot help me solve this today. 

One challenge has been the ability to perform a clean uninstall.  I know there is an uninstall utility for 7.0, does anyone know if this can be run on 7.1? 

Joe Van

I am too having different issues I crashed my test environment. I am backing out all ITMS items and clearning out the DB and checking the registry, temp file everywhere for any residual information. Then I am going to redownload the update and see what that does for me.

I keep getting different errors each time unable to remove registry key to a weird services error.

I've been working on this issue for nearly 2 weeks.  Decided to rebuild the server for one of my servers.  Tried the install on the newly build server with a fresh download of SMP 7.1 SP1 and got the same failure. 

1603 MSI error when attempting to install altiris_ns_7_1_sp1_x64.msi. 

Found this error in the install log:

** NSInstaller.Install started **

Loading MSI

MSI Location: F:\Program Files\Altiris\Symantec Installation Manager\Installs\Altiris\altiris_ns_7_1_sp1_x64.msi

Calling custom actions

Applying registry permissions

An exception occurred during the Install phase.

System.SystemException: The trust relationship between the primary domain and the trusted domain failed.

Any ideas?

This is your problem:

System.SystemException: The trust relationship between the primary domain and the trusted domain failed.

You will probably have to remove your server from the domain and then re-add it.  The MSI is unable to authenticate to the domain and so it cannot proceed...

I have an out of the box ITMS 7.1 install in a Dev area that I use for testing, I upgraded the SIM and proceeded with the SP1 upgrade overnight.

I came in this morning only to find that my DEV ITMS Environment is dead with a failed upgrade and left me no choice but to re-install ITMS 7.0 to repair. Or at least you would think, a reinstall of ITMS 7.0 also failed ! so I have resorted to a comlpete uninstall and reinstall of ITMS 7.1 SP1 to see how it goes.

I have to say this is very disapointing, I have noticed a few people have issues with this upgrade.

I also got the registry error issue, stating it could not find a registry key for the Infrastructure folder.

Hey JoeVan, 

How did you get on with this in the end ?

Hi,

I have seen these issue causing due to IIS Configuration, please try the steps and check if it work.

1. Start the IIS Manager.
2. Select the server in the connections page and expand the tree
3. Underneath the server, you should see "Application Pools"
4. Here select the DefaultAppPool and on the right hand under "Actions" select "Advanced Settings".
5. On the advanced settings for the DefaultAppPool set the "Process Model > Identity" from "ApplicationPoolIdentity" to "NetworkService".
6. Do the same for the "Classic .NET AppPool

Thanks,

Alim

Apologies for the late response… but we did end up solving the issue I described in the original post.  The issue is caused by the lack of a local ASPNET account within Windows (MS replaced this account with IIS_IUSRS in 2008 R2).  Issue is now described in TECH161571.

According to the Symantec tech with whom I spoke, the install logic was based on a pre-release version of 64-bit .NET and a fix is forthcoming.  My understanding is that even though the ASPNET account is not used by SMP, some logic in the install looks for it and sometimes causes an install failure if the account does not exist.  I simply created an account with this name, gave it no permissions, and the problem disappeared!   

As a result of the hours poured into this issue, I've provided some additional recommendations to Symantec which I will share here as well for everyone's benefit.  Hope it helps : 

• Update TECH161571 to include the additional symptoms:
  • Failed to configure NS.  Failed to run managed install”
  • 1603 error during install of altiris_ns_7_1_sp1_x64.msi
  • The trust relationship between the primary domain and the trusted domain failed”  (Different wording then what is listed in the KB)
• Update the 7.1 SP1 release notes (DOC3927) to include the issue described in TECH161571 as a known issue. 
• Improve quality of logging within SMP installer.  Nothing in the logs referenced the ASPNET account which appears to have been the cause of our problems.  The domain trust error that was shown is very misleading. 
• Fix issue where error messages “pop-under” the SIM installer window (window modality).  This leads to belief that installer is still doing something when it is not since progress bar continues to animate and there is no indication of an error on the main screen.
• If the core SMP install fails when attempting to install the complete ITMS suite, if the rest of the ITMS install should cancel.  Instead you have to wait (hours) for remaining solutions all attempt to install.  Most of them fail but not all and I’m left with a fragmented ITMS install.  Note: The cancel button on SIM is useless because it just tells you to wait until install is complete. 
• Provide method to fully uninstall ITMS solutions.  The built-in uninstall functionality leaves behind services, files, and thousands of registry entries.  There was an uninstall tool created for 7.0 I don’t know if it can be used on 7.1 .