SystemEDGE upgrade fails with Fatal Error 1603.

Document ID : KB000011722
Last Modified Date : 14/02/2018
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Question:

When trying to install SystemEdge 5.x on Windows it failes and we get error in the trace log.

 

Windows Installer installed the product. Product Name: CA_SystemEDGE_Core. Product Version: 5.x. Product Language: 1033. Installation success or error status: 1603.

Answer:

1. Search systemedge installation log for "sentry_call" and the first instance where it returns a something other than (0000000000000000)

1: CA Trace (12:30:34.624) 2:   | Component {B5C43B99-20AF-4B2E-A650-B503A696950E} has been registered by {7262FDA2-45D5-4894-9E41-75824A47B1BC} product.
 3:  
MSI (c) (0C!28) [12:30:34:625]: Closing MSIHANDLE (151) of type 790531 for thread 4136
MSI (c) (0C!28) [12:30:34:625]: Creating MSIHANDLE (152) of type 790531 for thread 4136
1: CA Trace (12:30:34.625) 2:   | Windows error no. 1605 occured at  Fnc : _CA_DependencyCheck; Line : 283; 
 3:  
MSI (c) (0C!28) [12:30:34:625]: Closing MSIHANDLE (152) of type 790531 for thread 4136
MSI (c) (0C!28) [12:30:34:625]: Closing MSIHANDLE (106) of type 790541 for thread 4136
MSI (c) (0C!28) [12:30:34:626]: Creating MSIHANDLE (153) of type 790531 for thread 4136
1: CA Trace (12:30:34.626) 2:   | Exception caught - This action is only valid for products that are currently installed.

 3:  
MSI (c) (0C!28) [12:30:34:626]: Closing MSIHANDLE (153) of type 790531 for thread 4136
MSI (c) (0C!28) [12:30:34:626]: Creating MSIHANDLE (154) of type 790531 for thread 4136
1: CA Trace (12:30:34.626) 2:  } sentry_call [line 63, file sentry_call.cpp] returns (0000000000000643)

2. Several lines before this error (0000000000000643) you will see the following entry:

1: CA Trace (12:30:34.624) 2:   | Component {B5C43B99-20AF-4B2E-A650-B503A696950E} has been registered by {7262FDA2-45D5-4894-9E41-75824A47B1BC} product.
3: 

3. The above CA Trace line indicates SystemEDGE has been installed in a bad state and needs to be manually removed from the server.

4. The second MSI Installer string can be used to perform the manual uninstall:

Component {B5C43B99-20AF-4B2E-A650-B503A696950E} has been registered by {7262FDA2-45D5-4894-9E41-75824A47B1BC} product.

5.  Take the last section of the installer string 75824A47B1BC and reverse each 2 digits so 75824A47B1BC becomes 5728A4741BCB.

6.  Go to HKLM/Software/Microsoft/windows/CurrentVersion/Installer/UserData/s-1-5-18/components and Search For, "5728A4741BCB" (Search for keys, values, data) and remove ALL matching entries (There might be a lot of matches).

 

7.  Try to reinstall the agent.