How to troubleshoot a Backup Exec Hotfix or Service Pack Install failure due to a missing MSI or MSP

Problem

Backup Exec hotfix or service pack might not Install due to the msp or msi missing from C:\Windows\Installer directory

Error Message

Bkupinst.htm shows :
V-225-136: The patch failed to install. Return code: 1635 ***To search for information about this error, click here

MSI Log shows :
Local cached package 'C:\Windows\Installer\9ec0b.msi' is missing.

OR

Couldn't find local patch 'C:\Windows\Installer\298dd2bd.msp'. Looking for it at its source
To Enable MSI Debug please refer : http://support.microsoft.com/kb/223300

Cause

MSI or MSP is missing from windows\installer folder

Solution

Step 1) Refer the bkupinst.htm or bkupinst2012.htm to locate if its complaining about a msi or msp not present in the Windows\Installer folder
Bkupinst.htm log location : C:\Documents and Settings\All Users\Application Data\Symantec\Backup Exec\Logs

 

Step 2) If msi or msp cannot be located in the above bkupinst.htm log enable MSI Logging from registry as directed in this microsoft article : http://support.microsoft.com/kb/223300

 

Step 3) If the MSI log shows it is unable to find an MSI then make sure the Software DVD is provided and Install should work.

 

Step 4) If the MSI log shows an MSP is missing, in that case search for the MSP which is reported missing or corrupt in the registry.

 

How to locate the Backup Exec Hotfix number from the registry by just knowing the msp :

Locate the Backup Exec Product GUID -

Warning: Incorrect use of the Windows Registry Editor can have disastrous results on a server operating system. 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 changes to the registry

Open registry editor and browse to below location
HKEY_LOCAL_MACHINE\SOFTWARE\Classes\Installer\Products\ - Highlight each GUID under products to find the one which is for Backup Exec and note it down.

 

Step 1) Note down the GUID where the MSP lies. It should be at following location in the registry.
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Patches. Go through each GUID and find which GUID shows the missing MSP. (note down the GUID)

 

Step 2) Search with that GUID noted in Step 1 and locate the hotfix number. The registry location for this would be :
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Products\<Product GUID>\Patches

 

Step 3) Download that Hotfix from symantec support website and extract it. From the extracted files rename bepatch.msp to the missing msp (The name that it is referring in the MSI Log). For example bepatch.msp can be renamed to 298dd2bd.msp (missing msp from the MSI Log). Copy this msp to windows\Installer directory

Rerun the Hotfix or Service Pack Installation and it should work.

 

Please contact Symantec Technical Support if the above steps does not resolve the Issue

Terms of use for this information are found in Legal Notices.