Backup Exec Remote Agent Installation fails with Error "The return code from the MSI is: 1603"

Backup Exec Remote Agent Installation fails with Error "The return code from the MSI is: 1603"

Article: 100006357
Last Published: 2017-12-04
Ratings: 0 5
Product(s): Backup Exec

Problem

Remote Agent Push Install or Local Installation fails with the following Error :
The return code from the MSI is:1603. The return value for Veritas Backup Exec Remote Agent for Windows Systems returned error code: 1603

Error Message

The return code from the MSI is: 1603. The return value for Symantec Backup Exec Remote Agent for Windows Systems returned error code: 1603

Cause

The User used to run remote agent Installation may not have rights in the server registry in order to create a subcomponent.

Solution

Enable Windows Installer Debugging -
Please refer Microsoft KB for Instructions on how to enable this - https://support.microsoft.com/kb/223300

Review the resulting installation logs to determine if registry access is the issue causing the failure.

Following Errors are noticed in the Logs :

Windows Installer Log -
DIFXAPP: INFO: creating HKEY_USERS\S-1-5-21-3871640793-1561553363-164305601-4224\Software\Microsoft\Windows\CurrentVersion\DIFxApp\Components\{24B4B1C2-B6AD-4690-8455-DB29A706DCE1} (User's SID: 'S-1-5-21-3871640793-1561553363-164305601-4224') ...
DIFXAPP: ERROR 0x5 encountered while creating subkey for component '{24B4B1C2-B6AD-4690-8455-DB29A706DCE1}'

In this case, attempting to create the registry components beneath the location HKEY_USERS\S-1-5-21-3871640793-1561553363-164305601-4224\Software\Microsoft\Windows\CurrentVersion is failing with error 0x5 which is access denied.

RAWSINST.HTM -
DIFXAPP: INFO: component path is C:\Program Files\Symantec\Backup Exec\RAWS\
DIFXAPP: INFO: user SID of user performing the install is 'S-1-5-21-3871640793-1561553363-164305601-4224'.
DIFXAPP: INFO: creating HKEY_USERS\S-1-5-21-3871640793-1561553363-164305601-4224\Software\Microsoft\Windows\CurrentVersion\DIFxApp\Components\{24B4B1C2-B6AD-4690-8455-DB29A706DCE1} (User's SID: 'S-1-5-21-3871640793-1561553363-164305601-4224') ...
DIFXAPP: ERROR 0x5 encountered while creating subkey for component '{24B4B1C2-B6AD-4690-8455-DB29A706DCE1}'
DIFXAPP: RETURN: ProcessDriverPackages() 5 (0x5)
Action ended 08:38:29: MsiProcessDrivers. Return value 3.
Action ended 08:38:29: INSTALL. Return value 3.

The agent install log confirms the Windows Installer debug log with an access issue in the registry.

Warning: Incorrect use of the Windows registry editor may prevent the operating system from functioning properly. Great care should be taken when making changes to a Windows registry. Registry modifications should only be carried-out by persons experienced in the use of the registry editor application. It is recommended that a complete backup of the registry and workstation be made prior to making any registry changes.

1) Open registry
2) Go to HKEY_USERS\<value from debug log>\Software\Microsoft\Windows\CurrentVersion”
3) Right click the Key “CurrentVersion” and click “permissions..” under Security tab.
4) Give Full Control to System and the User Credentials that were used during the Remote Agent Installation.

The Installation should complete successfully.

 

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