eHealth 6.3.2.07 update fails with MKS error on Windows

Document ID : KB000029485
Last Modified Date : 14/02/2018
Show Technical Document Details

eHealth 6.3.2.07 update fails on a Windows system with error such as this one:

 

*** Setup exited due to fatal error
*** NutCRACKER installation failed. Check error in <%NH_HOME%>\log\install\nutcInstall.log

 

The referenced nutcInstall.log shows:

 

MSI (s) (C0:58) [11:40:21:200]: Warning: Local cached package 'C:\Windows\Installer\a6982.msi' is missing.
MSI (s) (C0:58) [11:40:21:200]: User policy value 'SearchOrder' is 'nmu'
MSI (s) (C0:58) [11:40:21:200]: User policy value 'DisableMedia' is 0
MSI (s) (C0:58) [11:40:21:200]: Machine policy value 'AllowLockdownMedia' is 0
MSI (s) (C0:58) [11:40:21:200]: SOURCEMGMT: Media enabled only if package is safe.
MSI (s) (C0:58) [11:40:21:200]: SOURCEMGMT: Looking for sourcelist for product {30222738-0000-0904-9ABB-000BDB5CF35D}
MSI (s) (C0:58) [11:40:21:200]: SOURCEMGMT: Adding {30222738-0000-0904-9ABB-000BDB5CF35D}; to potential sourcelist list (pcode;disk;relpath).
MSI (s) (C0:58) [11:40:21:200]: SOURCEMGMT: Now checking product {30222738-0000-0904-9ABB-000BDB5CF35D}
MSI (s) (C0:58) [11:40:21:200]: SOURCEMGMT: Media is enabled for product.
MSI (s) (C0:58) [11:40:21:200]: SOURCEMGMT: Attempting to use LastUsedSource from source list.
MSI (s) (C0:58) [11:40:21:200]: SOURCEMGMT: Trying source <original software installation source location>\eHealth\nutcroot\oe\.
MSI (s) (C0:58) [11:40:21:200]: Note: 1: 2203 2: <original software installation source location>\eHealth\nutcroot\oe\Toolkit64x.msi 3: -2147287037
MSI (s) (C0:58) [11:40:21:200]: SOURCEMGMT: Source is invalid due to missing/inaccessible package.
MSI (s) (C0:58) [11:40:21:200]: Note: 1: 1706 2: -2147483647 3: Toolkit64x.msi
MSI (s) (C0:58) [11:40:21:200]: SOURCEMGMT: Processing net source list.
MSI (s) (C0:58) [11:40:21:200]: Note: 1: 1706 2: -2147483647 3: Toolkit64x.msi
MSI (s) (C0:58) [11:40:21:200]: SOURCEMGMT: Processing media source list.
MSI (s) (C0:58) [11:40:22:262]: Note: 1: 2203 2:  3: -2147287037
MSI (s) (C0:58) [11:40:22:262]: SOURCEMGMT: Source is invalid due to missing/inaccessible package.
MSI (s) (C0:58) [11:40:22:262]: Note: 1: 1706 2: -2147483647 3: Toolkit64x.msi
MSI (s) (C0:58) [11:40:22:262]: SOURCEMGMT: Processing URL source list.
MSI (s) (C0:58) [11:40:22:262]: Note: 1: 1402 2: UNKNOWN\URL 3: 2
MSI (s) (C0:58) [11:40:22:262]: Note: 1: 1706 2: -2147483647 3: Toolkit64x.msi
MSI (s) (C0:58) [11:40:22:262]: Note: 1: 1706 2:  3: Toolkit64x.msi
MSI (s) (C0:58) [11:40:22:262]: SOURCEMGMT: Failed to resolve source
MSI (s) (C0:C8) [11:40:22:262]: Note: 1: 1714 2: PTC NuTCRACKER Platform Components 9.x 3: 1612
CustomAction  returned actual error code 1612 (note this may not be 100% accurate if translation happened inside sandbox)
MSI (s) (C0:C8) [11:40:22:262]: Product: PTC NuTCRACKER Platform Components 9.x -- Error 1714. The older version of PTC NuTCRACKER Platform Components 9.x cannot be removed.  Contact your technical support group.  System Error 1612.


The problem is that the MKS Nutcracker went to run the Microsoft Installer package it laid down in C:\Windows\Installer at the time of the installation of the eHealth version being updated from in order to remove the original version so that it could lay down a new one.
It did not find the file there because it had been removed for some reason. So it looked in the location where the media that the original eHealth version installation was done from and did not find it there either.
It failed at that point and exited the update.

Solution in this case was to provide the file that the MKS NutCracker installer was looking for in the path it was looking in.
In this case the oe directory with the file Toolkit64x.msi in it was placed in the original software installation source location\eHealth\nutcroot location
and the update was run again and the installation and subsequent update was successful this time.

 

Note that the Tomcat directories have already been removed at this point in the update so this issue must be resolved or things such as the One Click server will not work if the CA eHealth application is simply restarted at this point. Once this issue is resolved running the update again will lay the Tomcat files back down.