Why I can't install CA eTrust Admin Password Synchronization Agent x64?

Document ID : KB000013640
Last Modified Date : 14/02/2018
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Question:

Why can't I install CA eTrust Admin Password Synchronization Agent x64?

Environment:
Identity Manager 12.6 SPx
Answer:

This error is sometime related to the MSI (Microsoft installer) version.

etrust agent error.jpg

 

If you check impassync_install.log and find:

1: The InstallScript engine version currently installed on this machine is adequate.
1: Event 'E347355' is created
MSI (c) (B8!A0) [10:03:47:355]: PROPERTY CHANGE: Adding ISStartupEvent property. Its value is 'E347355'.
1: GetInstallDriver, Can not find InstallDriver in ROT table, Return Code = 0x80004005
1: {0C85A156-3A17-445E-98BB-8EC9C84F6DEA}
1: Extract supporting files
1: Failed to extract _IsUser.dll, Ignore it.
1: Failed to extract IGdi.dll, Ignore it.
1: ISMsiServerStartup Failure, Failed to Initialize script support, Error = 0x80010105
1: MsiServerStartup failed. Abort installation.
CustomAction ISStartup returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
Action ended 10:03:49: ISStartup. Return value 3.
MSI (c) (B8:2C) [10:03:49:152]: Doing action: SetupCompleteError
Action 10:03:49: SetupCompleteError.
Action start 10:03:49: SetupCompleteError.
MSI (c) (B8:2C) [10:03:49:152]: Note: 1: 2235 2:  3: ExtendedType 4: SELECT `Action`,`Type`,`Source`,`Target`, NULL, `ExtendedType` FROM `CustomAction` WHERE `Action` = 'SetupCompleteError'
Info 2898.For Tahoma8 textstyle, the system created a 'Tahoma' font, in 0 character set, of 13 pixels height.
Info 2898.For TahomaBold10 textstyle, the system created a 'Tahoma' font, in 0 character set, of 16 pixels height.
Action 10:03:49: SetupCompleteError. Dialog created
MSI (c) (B8:CC) [10:03:49:246]: Note: 1: 2731 2: 0
MSI (c) (B8:44) [10:03:51:761]: Doing action: ISCleanUpFatalExit
Action 10:03:51: ISCleanUpFatalExit.
Action start 10:03:51: ISCleanUpFatalExit.
MSI (c) (B8:44) [10:03:51:761]: Note: 1: 2235 2:  3: ExtendedType 4: SELECT `Action`,`Type`,`Source`,`Target`, NULL, `ExtendedType` FROM `CustomAction` WHERE `Action` = 'ISCleanUpFatalExit'
MSI (c) (B8:4C) [10:03:51:761]: Invoking remote custom action. DLL: C:\Users\rahim.ma\AppData\Local\Temp\MSI45C5.tmp, Entrypoint: CleanUp
Action ended 10:03:51: ISCleanUpFatalExit. Return value 1.
Action ended 10:03:51: SetupCompleteError. Return value 2.
Action ended 10:03:51: INSTALL. Return value 3.
CustomAction ISMsiServerStartup returned actual error code 1603 but will be translated to success due to continue marking

=== Logging stopped: 3/19/2017  10:03:51 ===
MSI (c) (B8:2C) [10:03:51:933]: Note: 1: 1708
MSI (c) (B8:2C) [10:03:51:933]: Product: CA Identity Manager - Provisioning Password Sync Agent for Windows -- Installation operation failed.

MSI (c) (B8:2C) [10:03:51:933]: Windows Installer installed the product. Product Name: CA Identity Manager - Provisioning Password Sync Agent for Windows. Product Version: 12.606.611515. Product Language: 1033. Manufacturer: CA. Installation success or error status: 1603.

 

SOLUTION:

Check if you have a folder with the following name C:\Program Files(x86)\Common Files\InstallShield.
If so, rename it to C:\Program Files(x86)\Common Files\_InstallShield (or any other name as long as the original has been changed) and try running installation again.