StartService returned false for service ccSet_Cloud : Code: 2: Message: The system cannot find the file specified

book

Article ID: 159309

calendar_today

Updated On:

Products

Symantec Products

Issue/Introduction

When installing a client on a workstation an install error with a reference code is provided.

The following lines are found in the PAInstall.log:

Ccset_cloud services failing to start with the following error:
Failure to install Platform Agent due to: AttemptSvcStart(622) :
StartService returned false for service ccSet_Cloud : Code: 2: Message: The system cannot find the file specified

After running Procmon the log showed that Ccset_cloud was not able to find the key:  HKLMSystemCurrentControlSetservicesccSet_CloudParameters

MSI logs do not show any actions that attempt to create the HKLMSystemCurrentControlSetservicesccSet_CloudParameters keys, however, the custom action "WriteRegistryValue" does attempt to to create the keys:

MSI (s) (18:1C) [20:30:59:833]: Executing op: ActionStart (Name=WriteRegistryValues,Description=Writing system registry values,Template=Key: [1], Name: [2], Value: [3])
MSI (s) (18:1C) [20:30:59:848]: Executing op: ProgressTotal(Total=4,Type=1,ByteEquivalent=13200)
MSI (s) (18:1C) [20:30:59:862]: Executing op: RegOpenKey (Root=-2147483646,Key=SOFTWARESymantecSPNServices1000,,BinaryType=1,,)
MSI (s) (18:1C) [20:30:59:895]: Executing op: RegAddValue (Name=.temp,Value=C:Program FilesSymantec.cloudPlatformAgent.temp,)
MSI (s) (18:1C) [20:30:59:941]: Executing op: RegAddValue (Name=res,Value=C:Program FilesSymantec.cloudPlatformAgentres,)
MSI (s) (18:1C) [20:30:59:954]: Executing op: RegAddValue (Name=syminstall,Value=C:TMPsyminstall,)
MSI (s) (18:1C) [20:30:59:968]: Executing op: RegAddValue (Name=wintempsyminstall,Value=C:\windows\Temp\syminstall\,)

Cause

The installer was running in maintenance mode.  When the installer runs in maintenance mode it skips creating the contents for the Parameters key.

MSI (s) (18:1C) [20:30:13:956]: Product registered: entering maintenance mode
MSI (s) (18:1C) [20:30:13:970]: Determined that existing product (either this product or the product being upgraded with a patch) is installed per-machine.

The following keys force the installation into maintenance mode:

MSI (s) (18:1C) [20:30:12:631]: APPCOMPAT: Uninstall Flags override found.
MSI (s) (18:1C) [20:30:12:788]: APPCOMPAT: Uninstall VersionNT override found.

The Procmon log shows the following keys caused the Uninstall Flag and Uninstall Version NT:

HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Products\647FE5378A778E4428F1C4770F83AA09\InstallProperties
HKCR\Installer\Products\647FE5378A778E4428F1C4770F83AA09

Resolution

To resolve the issue, remove the following registry keys and try the installation again.  The installation should complete without error.

  • HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Products\647FE5378A778E4428F1C4770F83AA09\InstallProperties
  • HKCR\Installer\Products\647FE5378A778E4428F1C4770F83AA09