Upgrade to Backup Exec 2014 Agent for Windows fail with 0x643 - Fatal error during installation

Problem

Upgrade to Backup Exec 2014 Agent for Windows Systems (AWS) fail with the following errors:

 

Error Message

Error generated in the Job Log:

Install failed with error code 1603. Right click on the computer to view logs for more information.

Final error: 0x643 - Fatal error during installation.

 

Error generated in the Remote Agent install log:

FATAL ERROR: Error 1921. Service Backup Exec Remote Agent for Windows Systems (BackupExecAgentAccelerator) could not be stopped. Verify that you have sufficient privileges to stop system services.
:
Action ended 12:38:06: INSTALL. Return value 3.
:
ERROR: Installation failed with error 1603. GetLastError = :18

 

 

Cause

The error message from MSI includes the suggestion that it's a permission issue. However, that is rarely the case, since AWS installation is running with administrator privileges. Failure to stop a service usually means the service is not responding to a service stop request in a timely manner causing the AWS install to fail.

 

Solution

The current Backup Exec Remote Agent service is stopped during the upgrade. Install waits 3 minutes before it reports a service stop failure. This service is taking longer than the wait window to stop.

In order to perform a successful upgrade:

  • Wait for the Backup Exec Remote Agent service to stop and attempt the Add Server / Push Install again.
    OR
  • Manually stop the Backup Exec Remote Agent service and perform a local installation of AWS

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

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