When upgrading/installing Enterprise Vault the installer returns ‘There has been an error installing the Enterprise Vault Cloud Storage Adapter components’
Article ID: 100015081
Updated On:
Description
Error Message
There has been an error installing the Enterprise Vault Cloud Storage Adapter components
There are a few reasons for this error to occur, so to find out what specifically caused it the installation log needs to be analyzed. Select the option Display Log or go to the Installation Log Folder in the EV installation directory with the format ‘EVInstall.
Scenario 1: Upgrade references previous EV installation media instead of the current EV media.
MSI (s) (B4:74) [16:23:33:511]: Doing action: RemoveExistingProducts
MSI (s) (B4:74) [16:23:33:511]: Note: 1: 2205 2: 3: ActionText
Action ended 16:23:33: InstallFinalize. Return value 1.
MSI (s) (B4:74) [16:23:33:511]: Note: 1: 2205 2: 3: Error
MSI (s) (B4:74) [16:23:33:511]: Note: 1: 2228 2: 3: Error 4: SELECT `Message` FROM `Error` WHERE `Error` = 22
Action start 16:23:33: RemoveExistingProducts.
MSI (s) (B4:74) [16:23:33:511]: Note: 1: 2205 2: 3: Error
MSI (s) (B4:74) [16:23:33:511]: Note: 1: 2228 2: 3: Error 4: SELECT `Message` FROM `Error` WHERE `Error` = 23
MSI (s) (B4:30) [16:23:33:511]: Resetting cached policy values
MSI (s) (B4:30) [16:23:33:511]: Machine policy value 'Debug' is 0
MSI (s) (B4:30) [16:23:33:511]: ******* RunEngine:
******* Product: {36786585-3B43-42A1-9C60-6299CAF05C5B}
******* Action:
******* CommandLine: **********
MSI (s) (B4:30) [16:23:33:511]: Warning: Local cached package 'C:\Windows\Installer\4e8a3.msi' is missing.
MSI (s) (B4:30) [16:23:33:511]: User policy value 'SearchOrder' is 'nmu'
MSI (s) (B4:30) [16:23:33:511]: User policy value 'DisableMedia' is 0
MSI (s) (B4:30) [16:23:33:511]: Machine policy value 'AllowLockdownMedia' is 0
MSI (s) (B4:30) [16:23:33:511]: SOURCEMGMT: Media enabled only if package is safe.
MSI (s) (B4:30) [16:23:33:511]: SOURCEMGMT: Looking for sourcelist for product {36786585-3B43-42A1-9C60-6299CAF05C5B}
MSI (s) (B4:30) [16:23:33:511]: SOURCEMGMT: Adding {36786585-3B43-42A1-9C60-6299CAF05C5B}; to potential sourcelist list (pcode;disk;relpath).
MSI (s) (B4:30) [16:23:33:511]: SOURCEMGMT: Now checking product {36786585-3B43-42A1-9C60-6299CAF05C5B}
MSI (s) (B4:30) [16:23:33:511]: SOURCEMGMT: Media is enabled for product.
MSI (s) (B4:30) [16:23:33:511]: SOURCEMGMT: Attempting to use LastUsedSource from source list.
MSI (s) (B4:30) [16:23:33:574]: SOURCEMGMT: Trying media source D:\Symantec Enterprise Vault 10.0\Server\EVTmp\.
MSI (s) (B4:30) [16:23:33:574]: Note: 1: 2203 2: D:\Symantec Enterprise Vault 10.0\Server\EVTmp\Symantec Enterprise Vault Cloud Storage x86.msi 3: -2147287037
MSI (s) (B4:30) [16:23:33:574]: SOURCEMGMT: Source is invalid due to missing/inaccessible package.
Scenario 2: Installation folder has special characters which are incorrectly read.
MSIPath C:\xxxxÒx\Veritas Enterprise Vault\Server\Packages\Veritas Enterprise Vault Cloud Storage Adapters.msi
Executing: "C:\xxxxÒx\Veritas Enterprise Vault\Server\Packages\Veritas Enterprise Vault Cloud Storage Adapters.msi"
IsMsiInstalled: Begin :6E4957CA-288A-4FB1-86A6-2C9B42836CF6
IsMsiInstalled: Product Nor Detected.
IsMsiInstalled: Ended :6E4957CA-288A-4FB1-86A6-2C9B42836CF6
msiexec /i "C:\xxxxÒx\Veritas Enterprise Vault\Server\Packages\Veritas Enterprise Vault Cloud Storage Adapters.msi" /qn REBOOT=R /l*+v "C:\Program Files (x86)\Enterprise Vault\Installation Logs\EVInstall.10-11-2016.15-49-57.log"
:=== Verbose logging started: 10/11/2016 15:52:13 Build type: SHIP UNICODE 5.00.9600.00 Calling process: C:\Windows\SysWOW64\msiexec.exe ===
=== Verbose logging started: 10/11/2016 15:52:13 Build type: SHIP UNICODE 5.00.9600.00 Calling process: C:\Windows\SysWOW64\msiexec.exe ===
MSI (c) (04:D8) [15:52:13:150]: Resetting cached policy values
MSI (c) (04:D8) [15:52:13:150]: Machine policy value 'Debug' is 0
MSI (c) (04:D8) [15:52:13:150]: ******* RunEngine:
******* Product: C:\xxxxÒx\Veritas Enterprise Vault\Server\Packages\Veritas Enterprise Vault Cloud Storage Adapters.msi
******* Action:
******* CommandLine: **********
MSI (s) (C0:C0) [15:52:13:385]: Note: 1: 2203 2: C:\xxxxxÒx\Veritas Enterprise Vault\Server\Packages\Veritas Enterprise Vault Cloud Storage Adapters.msi 3: -2147287037
10-10-2016: 15:52:13: Enterprise Vault Cloud Storage Adapter Msi Return Code: 1619
10-10-2016: 15:52:13: ERROR: Could not install Enterprise Vault Cloud Storage Adapter Msi
10-10-2016: 15:52:13: DialogShowError Begin
10-10-2016: 15:52:13: Small fonts
Scenario 3: The Windows installer cannot open the database file.
MSI (s) (14:28) [19:42:15:421]: Note: 1: 2203 2: C:\Windows\Installer\111319b4.ipi 3: -2147287035
MSI (s) (14:28) [19:42:15:421]: Note: 1: 2205 2: 3: Error
MSI (s) (14:28) [19:42:15:421]: Note: 1: 2228 2: 3: Error 4: SELECT `Message` FROM `Error` WHERE `Error` = 2203
Action start 19:42:15: InstallInitialize.
DEBUG: Error 2203: Database: C:\Windows\Installer\111319b4.ipi. Cannot open database file. System error -2147287035
MSI (s) (14:28) [19:42:15:421]: Note: 1: 2205 2: 3: Error
MSI (s) (14:28) [19:42:15:421]: Note: 1: 2228 2: 3: Error 4: SELECT `Message` FROM `Error` WHERE `Error` = 1709
MSI (s) (14:28) [19:42:15:421]: Product: Symantec Enterprise Vault Cloud Storage -- The installer has encountered an unexpected error installing this package. This may indicate a problem with this package. The error code is 2203. The arguments are: C:\Windows\Installer\111319b4.ipi, -2147287035,
Scenario 4: Blank or Missing Registry Key
MSI (s) (98!30) [00:27:58:046]: PROPERTY CHANGE: Adding CSP_INSTALL_PATH_EMPTY property. Its value is '1'.
Action start 0:27:57: Immediate_SetInstallProperties.
MSI (s) (98:B4) [00:27:58:046]: Doing action: Immediate_Error_CSP_INSTALL_PATH_EMPTY
MSI (s) (98:B4) [00:27:58:046]: Note: 1: 2205 2: 3: ActionText
Action ended 0:27:58: Immediate_SetInstallProperties. Return value 1.
Action start 0:27:58: Immediate_Error_CSP_INSTALL_PATH_EMPTY.
MSI (s) (98:B4) [00:27:58:046]: Note: 1: 2205 2: 3: Error
MSI (s) (98:B4) [00:27:58:046]: Note: 1: 2228 2: 3: Error 4: SELECT `Message` FROM `Error` WHERE `Error` = 1709
MSI (s) (98:B4) [00:27:58:046]: Product: Symantec Enterprise Vault Cloud Storage -- The registry value HKEY_LOCAL_MACHINE\SOFTWARE\KVS\Enterprise Vault\CloudStoragePlugins\Install is present, but string value InstallPath is empty or not present. Please verify that the package has been properly installed.
The registry value HKEY_LOCAL_MACHINE\SOFTWARE\KVS\Enterprise Vault\CloudStoragePlugins\Install is present, but string value InstallPath is empty or not present. Please verify that the package has been properly installed.
Action ended 0:27:58: Immediate_Error_CSP_INSTALL_PATH_EMPTY. Return value 3.
Action ended 0:27:58: INSTALL. Return value 3.
Cause
Scenario 1: There are cached registry keys causing the upgrade to reference the previous EV installation media instead of the current EV media.
Scenario 2: The installation folder has special characters
Scenario 3: Windows installer doesn’t have permissions needed to run the msi
Scenario 4: The following registry key is either blank or missing: HKEY_LOCAL_MACHINE\SOFTWARE\KVS\Enterprise Vault\CloudStoragePlugins\Install\InstallPath
Resolution
Follow the solutions to each of the scenarios above:
Scenario 1:
After making a backup of the registry, delete any registry key that has a reference to the old Product ID or the old installation media that is in the RemoveExistingProducts function with the error (i.e., From Scenario 1 log - ProductID: 36786585-3B43-42A1-9C60-6299CAF05C5B; Incorrect Media: D:\Symantec Enterprise Vault 10.0) and rerun the setup.exe again.
Scenario 2:
Rename the folder that contains any special characters like (ç, ã, ñ ,õ, í,é,á or ó). For example:
Use "C:\ xxxxxXx "
Instead of "C:\ xxxxx Òx "
Scenario 3:
- Go to Start
- Type %temp% in the search box and then click the Temp folder item that appears at the top.
- At the top of the Explorer window, in the address bar, click the folder to the left of Temp in the folder path (Local by default).
- In the folder list, right-click the Temp folder and then click Properties and then click the Security tab.
- Click the Edit button and on the next screen click Add.
- On the next screen, in the large text window type EVERYONE and then click Check Names - Everyone should then be underlined.
- Check the box for Full control under the Allow column, and then click OK, then OK again, and OK again to close all the windows.
- Run the install/upgrade again
- Remove EVERYONE from the temp directory after the install or the security requirements will not be satisfied which will cause the Admin Service to fail.
Scenario 4:
1. Open the Registry and browse to the following path:
HKEY_LOCAL_MACHINE\SOFTWARE\KVS\Enterprise Vault\CloudStoragePlugins\Install
2. If the InstallPath key does not exist, create it. If the key does exist and there is no String Value, it needs to be created with the following path:
%drive%:\Program Files (x86)\Enterprise Vault\OST\
Note: the trailing back-slash in the path is required
3. Run the install again
Issue/Introduction
