Troubleshooting Backup Exec 10.x for Windows Servers Installations

Document ID: 269175
http://support.veritas.com/docs/269175

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Exact Error Message
The wizard was interrupted before VERITAS Backup Exec 10.0 for Windows Servers could be completely installed. Your system has not been modified. To install this program at a later time, please run the installation again.

Details:

Usually, the first indication that an incomplete installation has occurred is an alert that states that the VERITAS Install Wizard was interrupted before Backup Exec 10.x for Windows Servers could be completely installed (Figure 1).

Figure 1

If this occurs, perform the following:

1. Click Finish

2. Locate and save the bkupinst.log file (located by default in the WINNT directory).

The installation log file will vary in length and information. Some installation logs will have no errors recorded in them. If the installation was in a hung state and did not complete as shown in Figure 1, there may not be an install log present. Please have this information available to VERITAS Technical Services when calling or e-mailing to report installation issues.

The following list of points, symptoms and solutions may alleviate some of the installation issues being encountered:

Some of these suggestions will be explained in greater detail in the Related Documents section of this TechNote.

Serial Numbers:

1. Backup Exec 10.x for Windows Servers is a paid upgrade from versions of Backup Exec prior to and including Backup Exec 9.1. Many serial numbers from previous versions of Backup Exec are not designed to work with Backup Exec 10.x for Windows Servers. Contact VERITAS Sales or your reseller for upgrade information.

Terminal Service Sessions:

1. If installing from a Terminal Server session, copy the Backup Exec installation files to the computer that you are installing to. Install Backup Exec using the copied files. If the install still fails, attempt installation of Backup Exec outside of Terminal Services - either locally to the server or through a true remote control program (VNC, DameWare, etc).

1. Incase you are installing it on the Terminal server then put terminal server into install mode at the MS-DOS prompt:

a. Open the MS-DOS window by choosing: Start, Run and type "cmd" (without the quotes) and hit [Enter].

b. Type "change user /install" and hit [Enter].

c. Run the installation by navigating to the setup.exe in the install folder.

d. After the setup is complete, exit install mode as follows: Type "change user /execute" and hit [Enter].

e. Close the window for the MS-DOS prompt.

If the issue is unresolved, Follow these steps:

a. Uninstall Terminal services and reboot the server.

b. Now, start the installation.

c. After successful Backup Exec installation one can reload the terminal services.

VERITAS Update:

1. If the installation fails during the installation of VERITAS Update, verify the Windows Installer has appropriate rights to perform the install. Windows Installer uses the "System" account during the installation and needs rights to the installation source directory, the temporary directory, and the target directory (see Related Documents for more information).

2. If the installation fails during the installation of VERITAS Update, install VERITAS Update manually on the computer by following these steps:

a. Browse to the Winnt\Install\VxSDM directory of either the Backup Exec CD or downloaded installation files

b. Execute SETUP.EXE

c. After the VERITAS Update installation completes successfully, install Backup Exec 10.x again

3. If the installation fails during the installation of VERITAS Update, Backup Exec can be installed without installing VERITAS Update by following the information contained in TechNote 264615 ( http://support.veritas.com/docs/264615 )

Access Denied:

Before starting the installation make sure "Installable files" are copied to the local hard disk and SYSTEM account has FULL control on the source and destination directory. For details please refer to the related technote ID-255029

Windows "Server" Service:

1. Verify that the Windows Server service is present and started. If the computer is a Windows 2000 Domain Controller, make sure Operations Master is available (see Related Documents for more information).

Microsoft Outlook:

1. If you receive the error "Either there is no default mail client or the current mail client cannot fulfill the messaging request," review TechNote 247931

http://support.veritas.com/docs/247931

Remote Agent Installations:

1. If upgrading a previous version of the Backup Exec Remote Agent, uninstall the older version of the remote agent before the upgrade

2. When installing the Remote Agent for Windows Servers Service, the service may not install, or the service may not start up after the install if another application is using TCP port 10,000. See TechNote 258270 for more information ( http://support.veritas.com/docs/258270 ).

3. If a push installation of the Remote Agent for Windows Servers fails, try installing the Remote Agent directly on the computer by following the information contained in TechNote 258982 ( http://support.veritas.com/docs/258982 )

4. Push installation of Remote Agent for Windows Server (Command Line or GUI) fails with the following error message "Attempting to connect to server \\test failed with the following error :The server threw an exceptions" if the "Admin Shares" are disabled on the remote server. To resolve the issue please refer to the following TechNote 282609 ( http://support.veritas.com/docs/282609 )

5. Push installation of Backup Exec Remote Agent for Windows Server (RAWS) and Backup Exec Desktop & Laptop (DLO) agent to a Firewall enabled Windows XP SP2 machine causes a misleading error such as 'The account name and/or password supplied is not valid." To resolve the issue please refer to the following TechNote :282178

http://support.veritas.com/docs/282178

6. When push installing RAWS the error "Remote calls are not allowed for this process" is returned. To resolve this issue please refer the following TechNote 257194 ( http://support.veritas.com/docs/257194 )

Windows Installer:

1. Attempt to re-register the Windows Installer (see Acknowledgments):

a. Go to Start | Run

b. Type msiexec /regserver and then click OK

DLO Push Installation:

Push installation of the Backup Exec Desktop & Laptop (DLO) agent to a Windows XP SP2 machine with the firewall enabled causes a misleading error such as 'The account name and/or password supplied is not valid" to occur which does not help the user in identifying the problem. To resolve this issue please refer to the related TechNote given in the section below.

DLO Backup:

After the successful installation of the DLO agent, Backup Exec may not be able to communicate with XP SP2 machines. On attempt to connect to a remote XP workstation, Backup Exec hangs, and keeps prompting for user name and password. To resolve this issue add "beremote.exe" to the exceptions tab on the XP firewall properties. For details please refer to the article in the Related Documents section below.

Other:

1. If installing from a CD, try downloading Backup Exec 10.x for Windows Servers and installing from the download (listed in the Related Documents section of this TechNote)

2. The Backup Exec installation program requires all the files from the Backup Exec installation CD / download file(s) be present and in the exact directory structure as VERITAS shipped. If all of the installation files are not present or the directory structure has been altered, the installation will fail.

Failure on Third Party Products:

1. If an installation error occurred while installing third party products, the last few lines of the installation log will read as follows (Figure 2):

Figure 2

The "Failure to install third party products" error has four variations, depending on which component Backup Exec encountered trouble installing. The four components that will be mentioned are:

Java Runtime Engine (JRE)

ODBC

Microsoft XML

VERITAS Update

If the error occurred while installing third party products, a manual install of that component may alleviate the issue.

If the error occurred on JRE:

1. Browse to the Winnt\Install\JRE directory of either the CD or downloaded installation files

2. Execute the file jresetup.exe

If the error occurred on ODBC:

1. Browse to the Winnt\Install\BE\SQL directory of either the CD or downloaded installation files

2. Execute sqlredis.exe

If the error occurred on VERITAS Update:

1. Browse to the Winnt\Install\VxSDM directory of either the CD or downloaded installation files

2. Execute setup.exe

If the error occurred on Microsoft XML:

Download Msxml.msi from http://www.microsoft.com/

If the error occurred on MSDE :

Manually install the Microsoft SQL Server Desktop Engine (MSDE) instance to a specific

location from either the Backup Exec installation CD or download.

To manually install MSDE, refer to the link http://support.veritas.com/docs/263147

Conclusion:

Attempt to reinstall the latest Backup Exec for Windows Servers revision after a successful installation or reconfiguration of any of the components listed in this article. If Backup Exec still fails to install, please contact VERITAS Technical Services. Microsoft may also be able to assist with operating system problems that would prevent the installation of JRE, MDAC, ODBC, XML, or the Windows Installer.

Products Applied:
Backup Exec for Windows Servers 10.0, 10.0 5484, 10.0 5484 SP1, 10.0 5484 SP2, 10.0 5520, 10d (10.1), 10d (10.1) 5629

Last Updated: October 31 2006 12:39 PM GMT
Expires on: 365 days from publish date

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Subjects:
Backup Exec for Windows Servers
Application: Installation

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