Troubleshooting Installs

This following sections provide information on some of the Frequently Asked Questions troubleshooting information relating to software installation.

Install

Error Message

Setup failed to install Visual C++ Runtime Libraries. Refer to GalaxyInstallerLog.txt for more information.

Explanation

During the installation of a component, you may be prompted with the following error message: Setup failed to install Visual C++ Runtime Libraries. Refer to GalaxyInstallerLog.txt for more information. This error may occur if the computer where the installation is occurring needs to be rebooted so that the Runtime Libraries installation completes successfully. To verify if it is this type of error, you must verify that the Visual C++ Runtime Libraries installation exited with error code 3010.

Action

  1. From the Installer error message dialog box, click OK. This will stop the installation process.
  2. Open the GalaxyInstallerLog.txt log, and look for entries resembling the following:

    INFO     Installing Visual C++ Runtime Libraries...
    INFO     Process ExitCode = 3010
  3. If the Process ExitCode is 3010, then continue with the following steps. If it is another code, please stop the installation, and contact your software provider.
  4. Reboot your computer.
  5. Run the setup.exe for the component you were installing. You will be prompted to confirm that you want to continue with the previous installation.
  6. Click Yes to continue.

Error Message

Error 1619 installing sqlncli.dll

Explanation

During the installation of the CommServe, the silent installation of SQL may generate this error. As per Microsoft, this error message is generated when the sqlncli.dll file cannot be opened, perhaps due to a network failure (if installing via a network) or because of insufficient user rights to access the file. For more information, please refer to http://support.microsoft.com/kb/908503.

Action

Copy the SQL Server installation package to the local hard drive, and run it. Refer to Pre-Installing SQL Database for CommServe.

Error Message

Setup failed to locate the log file associated with the silent install of SQL Server at the location: C:\Program files\Microsoft SQL Server\90\Setup Bootstrap\Log\summary.txt

Explanation

During the CommServe installation, the setup may fail with the silent install of the SQL Server if users pre-installed a 32-bit version of the SQL software on a 64-bit computer.

Action

Navigate to the following directory: C:\Program Files (x86)\Microsoft SQL Server\90\Setup Bootstrap\LOG. Copy all files in this directory and paste them in the following directory: C:\Program Files\Microsoft SQL Server\90\Setup Bootstrap\LOG. This will enable you to continue with the CommServe installation.

Error Message

During the installation of the first CommCell component, the Windows System Event log populates with errors referencing VC80 CRT files if the files are not present.

Explanation

During the installation process of the first Windows-based CommCell component, the Windows System Event log populates with errors referencing VC80 CRT files if the files are not already installed. As part of the component installation process, if not already, Microsoft Visual C++ 2005 Redistributable is automatically installed, which includes the VC80 CRT files listed in the Windows System Event log. Upon completion of the component installation process, the errors will no longer be produced; therefore, the errors can be ignored.

Action

No action is required.

Error Message

Enable Writes to the schema on this domain controller.

Explanation

During the installation of Active Directory iDataAgent on Windows 2000, you may be prompted with the following error message: Enable Writes to the schema on this domain controller.

Action

  1. From the Installer error message dialog box, click OK. This will stop the installation process.
  2. Click Start, and then click Run. In the Open box, type mmc, and then click OK.
  3. When MMC starts, click Add/Remove Snap-in on the Console menu.
  4. Click Add.
  5. Click Active Directory Schema, click Add, and then click Close.
  6. Right-click Active Directory Schema, and then click Operations Master.
  7. Click The Schema may be modified on this Domain Controller.
  8. Click OK.
  9. Run the setup.exe for the component you were installing. You will be prompted to confirm that you want to continue with the previous installation.
  10. Click Yes to continue.

Error when configuring Reporting Services during SRM Server Installation

Error Message

Failed to configure Reporting service. Please run RSRDLInstaller.exe after the install is complete.

Explanation

If SRM Server is installed on a computer that has CommServe already installed or while just installing SRM Server, you may receive the following error message: Failed to configure Reporting service. Please run RSRDLInstaller.exe after the install is complete.

Action

This action needs to be performed, when this error occurs:

  1. From the Installer error message dialog box, click OK.
  2. This will continue the installation process.
  3. After installation of SRM Server is complete, run the following command from \<install_path>\Base:

    RSRDLInstaller.exe -vm <Instance###>

Uninstall Failure

Error Message

Setup failed to retrieve registry info.

Explanation

An environment variable has an empty value or the user performing the uninstall operation has insufficient rights to some of the folders in the computer.

Action

  1. Check the system environment variables to see if any of them do not have a value assigned to them. (Or it evaluates to an empty value.)

    To display and check the current settings of the environment variables; open a command prompt and type set, and press <Enter>.

    If an environment variable is not set to a significant value, you must either remove it or ensure that it has a significant value.

    You can manage environment variable settings from the Windows Control Panel.

  2. Make sure that you have sufficient permissions for one or more of the following folders on the computer:
    • Windows Temp directory
    • Software destination folder
    • A hidden Installer folder located under the Windows folder.

Reinstalling a Client in the Event of a Failure Using Remote Installation

Explanation

When a computer is re-built after hardware or other failures, if you wish to install the software on the computer using the Remote Installation procedure, the client must first be force de-configured from the CommCell Console. For more information on force DeConfiguring a client, see DeConfiguring Agents. For step-by-step instructions on Remote Installation, see Remote Installs - Windows Agents.

Microsoft SQL Server 2005 Setup program may take a very long time to be completed.

Explanation

Installing Microsoft SQL Server 2005 Setup program may take a very long time to be completed. Sometimes this time will be more that 24 hours. For more information, please refer to http://support.microsoft.com/kb/910070/en-us

SQL Server service pack install failure

Error Message

SQL Server service pack install failed.

Explanation

During the installation of a CommServe on Windows Web Server 2008, SQL Server 2005 generate an error: SQL Server service pack install failed. As per the Microsoft, this error occurs because the SQL Server 2005 installer was released before the release of Windows Web Server 2008.

Action

  1. Install the Microsoft Windows6.0-KB950636-x86. For step-by-step instruction, refer the KB 950636 Microsoft Knowledge Base article on http://support.microsoft.com.
  2. Install service pack from command line.
  3. Restart the CommServe installation.

SRM Reporting Service install failure

Error Message

Setup failed to validate the account <username_provided>.Would you like to continue anyway?

Explanation

During the installation of SRM server, on providing a set of domain, username and password on the Reporting Service information, you may be prompted with the following error message: Setup failed to validate the account <username_provided>. Would you like to continue anyway?. This error may occur, if there is any network failure, wrong password or the Trust Relationship between the Host and Primary Domain is failed.

Action

This action need to be performed, when error is occurred due to the Trust Relationship between the Host and Primary Domain is failed.

  1. From the Installer error message dialog box, click NO.
  2. This will stop the installation process.
  3. Remove the machine from all domains, and re-establish connection of machine with the required domain.
  4. Run the setup.exe for the component you were installing. You will be prompted to confirm that you want to continue with the previous installation.
  5. Click Yes to continue.

SRM Exchange Agent install error

Error Message

Fails to execute XMLParser.exe

Explanation

During the installation of SRM Exchange Agent from a network share, you may be prompted with the following error message: Fails to execute XMLParser.exe. Installing SRM Exchange Agent on Windows 2000 computer from a network share triggers this error. This error may occur because the security in Windows 2000 does not allow .NET executables to be executed from a network share.

Action

This action need to be performed, when error is occurred

  1. Copy the installation image to a local drive
  2. Install SRM Exchange Agent.
  3. The installation will complete successfully.

SRM Server install error on Windows 2000

Explanation

During the installation of SRM Server on a Windows 2000 computer from a network share, your install may be interrupted at reporting services configuration. Installing SRM Server on Windows 2000 computer from a network share triggers failure.

Action

This action needs to be performed, when the installation gets interrupted.

  1. Copy the installation image to a local drive.
  2. Install SRM Server.
  3. The installation will complete successfully.

Reporting Server install fails on Windows 2008

Explanation

On Windows 2008, Reporting Server install fails when IIS is configured to Run 32-bit Applications on 64-bit Windows. This limitation is only specific to windows 2008 x64.

Disabling this option in IIS settings at the time of installation will allow the Reporting Server install to complete successfully.

Action

To disable this setting, perform the following steps:

  1. Click Start -> Programs -> Administrative Tools -> Internet Information Services (IIS) Manager.
  2. In Internet Information Services (IIS) Manager, expand local computer, and select Application Pools.
  3. Select SetApplicationPoolDefault and set Enable 32-Bit Applications to False.
  4. Click OK.

SRM Server install error on Windows 2008 R2X64

Error Message

The specified package is not applicable.

Explanation

Prior to installing SRM Server on a Windows 2008 R2X64 machine, .Net framework must be installed and IIS roles must be present, however you may be prompted with the following error: The specified package is not applicable. Configuring IIS roles after installing the .Net framework triggers this error.

Action

Prior to installing SRM Server on a Windows 2008 R2X64 machine, configure the IIS roles first and then install the .Net Framework.

Report generation interrupts after SRM Server install on Windows 2008 R2X64

Explanation

Report generation may get interrupted on Windows 2008 R2X64 machine after installing SRM Server using a pre Service Pack 3 DVD. This may occur due to improper mapping of database for network security roles.

Action

To avoid interruption in report generation, perform the following steps:

  1. After installing SRM Server on a Windows 2008 R2X64 machine, install Service Pack 3 and apply Update# 13999.
  2. Run the following command from \<install_path>\Base\directory:

    SRMDBUtility.exe -vm "Registry Instance" - dbmapping