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Remote Administrator Agent Fail


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Hi,

I am having issues installing the ESET Remote Administrator Agent on clients workstations and server.

 

The issue is that 1) when running the .bat installer it fails with erro 1603 even though I am logged in as domain administrator and running it as administrator. So I installed it on my local machine and copied the msi file to our clients machines. Upon executing (as domain admin and running it as administrator)2) I am getting an error where the database cannot be upgraded and that the product has to be uinistalled. I can find no trace of this database on this machine.

 

Any one know how to resolve this?

 

Matthew

post-11432-0-18516600-1457918616_thumb.png

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  • 2 weeks later...

Hi,

 

have the same problem with two clients at two different customers. Both computers have nothing in common. Different hardware components, different windows versions (7 and 10), different networks.

ERA install via .bat file does not work too. Installation process looks normal but at the end there is no remote agend installed, no service running, no directory in program files, nothing. I guess there is some sort of similiar error message, that only shows up for a short moment.

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  • ESET Staff

Could you please provide more information? Especially full installation log from MSIEXEC may be most usable for use.

Error from screenshot indicates that AGENT's database cannot be created - could you check that directory c:\ProgramData\ESET\RemoteAdministrator\Agent\EraAgentApplicationData\Data\ does not exist  before you start installation? Is there any chance there was older version of AGENT already installed?

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Here's the msiexec log with parameters /Limewaru!
 

=== Logging started: 24.03.2016  08:45:12 ===
Action 08:45:12: INSTALL. 
Action start 08:45:12: INSTALL.
Action 08:45:12: WindowsFolder_amd64_VC.585D293E_BFCC_3045_857D_FFD4B0225AB6. 
Action start 08:45:12: WindowsFolder_amd64_VC.585D293E_BFCC_3045_857D_FFD4B0225AB6.
Action ended 08:45:12: WindowsFolder_amd64_VC.585D293E_BFCC_3045_857D_FFD4B0225AB6. Return value 1.
Action 08:45:12: System64Folder_amd64_VC.585D293E_BFCC_3045_857D_FFD4B0225AB6. 
Action start 08:45:12: System64Folder_amd64_VC.585D293E_BFCC_3045_857D_FFD4B0225AB6.
Action ended 08:45:12: System64Folder_amd64_VC.585D293E_BFCC_3045_857D_FFD4B0225AB6. Return value 1.
Action 08:45:12: FindRelatedProducts. Searching for related applications
Action start 08:45:12: FindRelatedProducts.
FindRelatedProducts: Found application: {A0E7525A-7F3D-407B-80DD-E992D2745203}
Action ended 08:45:12: FindRelatedProducts. Return value 1.
Action 08:45:12: SetP_UPGRADE. 
Action start 08:45:12: SetP_UPGRADE.
Action ended 08:45:12: SetP_UPGRADE. Return value 1.
Action 08:45:12: PrepareDlg. 
Action start 08:45:12: PrepareDlg.
Info 2898. For WixUI_Font_Normal textstyle, the system created a 'Tahoma' font, in 0 character set, of 13 pixels height.
Info 2898. For WixUI_Font_Bigger textstyle, the system created a 'Tahoma' font, in 0 character set, of 19 pixels height.
DEBUG: Error 2826:  Control BottomLine on dialog PrepareDlg extends beyond the boundaries of the dialog to the right by 3 pixels
The installer has encountered an unexpected error installing this package. This may indicate a problem with this package. The error code is 2826. The arguments are: PrepareDlg, BottomLine, to the right
Action 08:45:12: PrepareDlg. Dialog created
Action ended 08:45:12: PrepareDlg. Return value 1.
Action 08:45:12: AppSearch. Searching for installed applications
Action start 08:45:12: AppSearch.
AppSearch: Property: P_INSTALLDIR, Signature: RegSearchInstallDir
AppSearch: Property: P_APPLICATION_DATA_DIR, Signature: RegSearchProgramDataAppDir
AppSearch: Property: P_PRODUCT_GUID, Signature: RegSearchProductGuid
AppSearch: Property: P_LOCALE, Signature: RegSearchLocale
Action ended 08:45:12: AppSearch. Return value 1.
Action 08:45:12: WixQueryOsWellKnownSID. 
Action start 08:45:12: WixQueryOsWellKnownSID.
Action ended 08:45:13: WixQueryOsWellKnownSID. Return value 1.
Action 08:45:13: CA_CheckUserIsAdmin. 
Action start 08:45:13: CA_CheckUserIsAdmin.
Action ended 08:45:13: CA_CheckUserIsAdmin. Return value 1.
Action 08:45:13: SetP_BUILD_CONFIGURATION. 
Action start 08:45:13: SetP_BUILD_CONFIGURATION.
Action ended 08:45:13: SetP_BUILD_CONFIGURATION. Return value 1.
Action 08:45:13: LaunchConditions. Evaluating launch conditions
Action start 08:45:13: LaunchConditions.
Action ended 08:45:13: LaunchConditions. Return value 1.
Action 08:45:13: SetARPNOMODIFY. 
Action start 08:45:13: SetARPNOMODIFY.
Action ended 08:45:13: SetARPNOMODIFY. Return value 1.
Action 08:45:13: SetP_CERT_AUTH_TEMP_PATH. 
Action start 08:45:13: SetP_CERT_AUTH_TEMP_PATH.
Action ended 08:45:13: SetP_CERT_AUTH_TEMP_PATH. Return value 1.
Action 08:45:13: SetP_CERT_TEMP_PATH. 
Action start 08:45:13: SetP_CERT_TEMP_PATH.
Action ended 08:45:13: SetP_CERT_TEMP_PATH. Return value 1.
Action 08:45:13: SetP_DB_CONNECTOR_NATIVESQLITE_PATH. 
Action start 08:45:13: SetP_DB_CONNECTOR_NATIVESQLITE_PATH.
Action ended 08:45:13: SetP_DB_CONNECTOR_NATIVESQLITE_PATH. Return value 1.
Action 08:45:13: SetP_DB_CONNECTORS_DIR. 
Action start 08:45:13: SetP_DB_CONNECTORS_DIR.
Action ended 08:45:13: SetP_DB_CONNECTORS_DIR. Return value 1.
Action 08:45:13: SetP_ERA_LIB_DIR. 
Action start 08:45:13: SetP_ERA_LIB_DIR.
Action ended 08:45:13: SetP_ERA_LIB_DIR. Return value 1.
Action 08:45:13: SetP_ERA_TEMP_DIR. 
Action start 08:45:13: SetP_ERA_TEMP_DIR.
Action ended 08:45:13: SetP_ERA_TEMP_DIR. Return value 1.
Action 08:45:13: SetP_HOSTNAME. 
Action start 08:45:13: SetP_HOSTNAME.
Action ended 08:45:13: SetP_HOSTNAME. Return value 1.
Action 08:45:13: SetP_MODULE_EM000_PATH. 
Action start 08:45:13: SetP_MODULE_EM000_PATH.
Action ended 08:45:13: SetP_MODULE_EM000_PATH. Return value 1.
Action 08:45:13: SetP_MODULE_EM039_PATH. 
Action start 08:45:13: SetP_MODULE_EM039_PATH.
Action ended 08:45:13: SetP_MODULE_EM039_PATH. Return value 1.
Action 08:45:13: SetP_MODULES_DIR. 
Action start 08:45:13: SetP_MODULES_DIR.
Action ended 08:45:13: SetP_MODULES_DIR. Return value 1.
Action 08:45:13: SetP_MSVCP_DLL_PATH. 
Action start 08:45:13: SetP_MSVCP_DLL_PATH.
Action ended 08:45:13: SetP_MSVCP_DLL_PATH. Return value 1.
Action 08:45:13: SetP_MSVCR_DLL_PATH. 
Action start 08:45:13: SetP_MSVCR_DLL_PATH.
Action ended 08:45:13: SetP_MSVCR_DLL_PATH. Return value 1.
Action 08:45:13: SetP_NETWORK_DLL_PATH. 
Action start 08:45:13: SetP_NETWORK_DLL_PATH.
Action ended 08:45:13: SetP_NETWORK_DLL_PATH. Return value 1.
Action 08:45:13: SetP_PORT. 
Action start 08:45:13: SetP_PORT.
Action ended 08:45:13: SetP_PORT. Return value 1.
Action 08:45:13: SetP_PRODUCT_NAME. 
Action start 08:45:13: SetP_PRODUCT_NAME.
Action ended 08:45:13: SetP_PRODUCT_NAME. Return value 1.
Action 08:45:13: SetP_PROTOBUF_DLL_PATH. 
Action start 08:45:13: SetP_PROTOBUF_DLL_PATH.
Action ended 08:45:13: SetP_PROTOBUF_DLL_PATH. Return value 1.
Action 08:45:13: SetP_SERVER_CERT_TEMP_PATH. 
Action start 08:45:13: SetP_SERVER_CERT_TEMP_PATH.
Action ended 08:45:13: SetP_SERVER_CERT_TEMP_PATH. Return value 1.
Action 08:45:13: SetP_SERVERAPI_DLL_PATH. 
Action start 08:45:13: SetP_SERVERAPI_DLL_PATH.
Action ended 08:45:13: SetP_SERVERAPI_DLL_PATH. Return value 1.
Action 08:45:13: ValidateProductID. 
Action start 08:45:13: ValidateProductID.
Action ended 08:45:13: ValidateProductID. Return value 1.
Action 08:45:13: CA_WindowsFolder_amd64_VC.585D293E_BFCC_3045_857D_FFD4B0225AB6. 
Action start 08:45:13: CA_WindowsFolder_amd64_VC.585D293E_BFCC_3045_857D_FFD4B0225AB6.
Action ended 08:45:13: CA_WindowsFolder_amd64_VC.585D293E_BFCC_3045_857D_FFD4B0225AB6. Return value 1.
Action 08:45:13: CA_System64Folder_amd64_VC.585D293E_BFCC_3045_857D_FFD4B0225AB6. 
Action start 08:45:13: CA_System64Folder_amd64_VC.585D293E_BFCC_3045_857D_FFD4B0225AB6.
Action ended 08:45:13: CA_System64Folder_amd64_VC.585D293E_BFCC_3045_857D_FFD4B0225AB6. Return value 1.
Action 08:45:13: CostInitialize. Computing space requirements
Action start 08:45:13: CostInitialize.
Action ended 08:45:13: CostInitialize. Return value 1.
Action 08:45:13: FileCost. Computing space requirements
Action start 08:45:13: FileCost.
Action ended 08:45:13: FileCost. Return value 1.
Action 08:45:13: CostFinalize. Computing space requirements
Action start 08:45:13: CostFinalize.
Action ended 08:45:13: CostFinalize. Return value 1.
Action 08:45:13: SetP_DB_PATH. 
Action start 08:45:13: SetP_DB_PATH.
Action ended 08:45:13: SetP_DB_PATH. Return value 1.
Action 08:45:13: SetP_DB_SCRIPTS_DIR. 
Action start 08:45:13: SetP_DB_SCRIPTS_DIR.
Action ended 08:45:13: SetP_DB_SCRIPTS_DIR. Return value 1.
Action 08:45:13: SetP_DEFAULT_PROGRAM_APP_DIR. 
Action start 08:45:13: SetP_DEFAULT_PROGRAM_APP_DIR.
Action ended 08:45:13: SetP_DEFAULT_PROGRAM_APP_DIR. Return value 1.
Action 08:45:13: SetP_MSI_BACKUP_FOLDER. 
Action start 08:45:13: SetP_MSI_BACKUP_FOLDER.
Action ended 08:45:13: SetP_MSI_BACKUP_FOLDER. Return value 1.
Action 08:45:13: CA_ExtractMsiFiles. Extracting files from MSI
Action start 08:45:13: CA_ExtractMsiFiles.
Action ended 08:45:16: CA_ExtractMsiFiles. Return value 1.
Action 08:45:16: CA_LoadInstalledData. Loading installed data
Action start 08:45:16: CA_LoadInstalledData.
Action ended 08:45:16: CA_LoadInstalledData. Return value 1.
Action 08:45:16: CA_LogPropertiesValues. Logging installation properties
Action start 08:45:16: CA_LogPropertiesValues.
Action ended 08:45:16: CA_LogPropertiesValues. Return value 1.
Action 08:45:16: SETversion.NEW. 
Action start 08:45:16: SETversion.NEW.
Action ended 08:45:16: SETversion.NEW. Return value 1.
Action 08:45:16: SETversion.UPGRADE. 
Action start 08:45:16: SETversion.UPGRADE.
Action ended 08:45:16: SETversion.UPGRADE. Return value 1.
Action 08:45:16: MigrateFeatureStates. Migrating feature states from related applications
Action start 08:45:16: MigrateFeatureStates.
Action ended 08:45:16: MigrateFeatureStates. Return value 1.
Action 08:45:16: WelcomeDlg. 
Action start 08:45:16: WelcomeDlg.
DEBUG: Error 2826:  Control BottomLine on dialog WelcomeDlg extends beyond the boundaries of the dialog to the right by 3 pixels
The installer has encountered an unexpected error installing this package. This may indicate a problem with this package. The error code is 2826. The arguments are: WelcomeDlg, BottomLine, to the right
Action 08:45:16: WelcomeDlg. Dialog created
Info 2898. For WixUI_Font_Title textstyle, the system created a 'Tahoma' font, in 0 character set, of 14 pixels height.
DEBUG: Error 2826:  Control BottomLine on dialog LicenseAgreementDialogModified extends beyond the boundaries of the dialog to the right by 3 pixels
The installer has encountered an unexpected error installing this package. This may indicate a problem with this package. The error code is 2826. The arguments are: LicenseAgreementDialogModified, BottomLine, to the right
DEBUG: Error 2826:  Control BannerLine on dialog LicenseAgreementDialogModified extends beyond the boundaries of the dialog to the right by 3 pixels
The installer has encountered an unexpected error installing this package. This may indicate a problem with this package. The error code is 2826. The arguments are: LicenseAgreementDialogModified, BannerLine, to the right
Action 08:45:19: LicenseAgreementDialogModified. Dialog created
Action 08:45:22: CA_DbCheckConnection. 
Action start 08:45:22: CA_DbCheckConnection.
Action ended 08:45:22: CA_DbCheckConnection. Return value 1.
Action 08:45:22: BadUserInputDlg. Dialog created
Action 08:45:25: CancelDlg. Dialog created
Action 08:45:26: CA_RemoveDirectoriesAfterCancel. 
Action start 08:45:26: CA_RemoveDirectoriesAfterCancel.
Action ended 08:45:26: CA_RemoveDirectoriesAfterCancel. Return value 1.
Action ended 08:45:26: WelcomeDlg. Return value 2.
Action 08:45:26: UserExit. 
Action start 08:45:26: UserExit.
DEBUG: Error 2826:  Control BottomLine on dialog UserExit extends beyond the boundaries of the dialog to the right by 3 pixels
The installer has encountered an unexpected error installing this package. This may indicate a problem with this package. The error code is 2826. The arguments are: UserExit, BottomLine, to the right
Action 08:45:26: UserExit. Dialog created
Action ended 08:45:28: UserExit. Return value 2.
Action ended 08:45:28: INSTALL. Return value 2.
=== Logging stopped: 24.03.2016  08:45:28 ===
MSI (c) (78:7C) [08:45:28:471]: Product: ESET Remote Administrator Agent -- Installation failed.

MSI (c) (78:7C) [08:45:28:481]: Windows Installer installed the product. Product Name: ESET Remote Administrator Agent. Product Version: 6.3.136.0. Product Language: 1033. Manufacturer: ESET, spol. s r.o.. Installation success or error status: 1602.


I also came across ESET Uninstaller, that has not solved the problem.

Directory c:\ProgramData\ESET does not exist, neither before I tried to install nor after. For one client I am absolutely sure, that there was and is no older version of the client installed

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  • ESET Staff

Installer thinks that this application is already installed and therefore it tries to perform upgrade - which obviously fails because there are not files:

FindRelatedProducts: Found application: {A0E7525A-7F3D-407B-80DD-E992D2745203}

There are two possibilities this to happen:

  • There was previously installed ERA and windows registries were not properly cleared during it's uninstallation
  • There is another application installed with the same GUID (very low probability)

Please try to search windows registry for A0E7525A-7F3D-407B-80DD-E992D2745203, A0E7525A7F3D407B80DDE992D2745203, A5257E0A-D3F7-B704-08DD-9E292D472530, A5257E0AD3F7B70408DD9E292D472530 and possibly also for key value "ESET Remote Administrator Agent".

 

In case you won't be able to find mentioned record, tools like procmon may be helpful to find out where does msiexec finds this GUID.

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  • 3 weeks later...

Thank you very much.

Apparently one of my installation tries failed and left registry eintries. Deleting these solved my problem.

Just wondering how it fails in first place because machine was a almost a clean install and I'm the first who did antivrus/eset install

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