The upgrade to SMP 7.5 SP1 is failing on symantec_asdkservercombine_7_5_sp1_x64.msi.
The logs show "PerformInstall - RunMsiInstallProduct(): Install Package E:\Program Files\Installs\symantec_asdkservercombine_7_5_sp1_x64.msi Failed with result InstallFailure"
and
"Install failure while installing (Package: Symantec ASDK Server x64) 7.5.3196 {7f079c74-3ea3-42a1-9282-a976487236a8} http://www.solutionsam.com/solutions/7_5_sp1/smp/7_5_sp1_rtm/x64 (in product Symantec Management Platform 7.5 SP1). Windows Installer API return code: 1603"
The event viewer shows an error stating that the msi must be installed or uninstall through the installation manager, even though we ran it through installation manager.
PerformInstall - RunMsiInstallProduct(): Install Package E:\Program Files\Installs\symantec_asdkservercombine_7_5_sp1_x64.msi Failed with result InstallFailure
In the particular cases where this issue was discovered the first time, the root cause was that the customer deleted the install files located under c:\windows\installer during his drive cleanup process to free some space.
This issue has been reported to our Symantec Development team.
The steps used to resolve this issue were the following:
1. Uninstall the symantec_asdkservercombine_7_5_x64.msi using the following command:
OR
MsiExec.exe /X <path to symantec_asdkservercombine_7_5_x64.msi>
Note: in some instances you may get a message basically saying that Windows installer can't uninstall a product that is not currently installed. It is fine, just move to step 3.
HKEY_LOCAL_MACHINE\SOFTWARE\Altiris\ASDK
Note: It is always a good practice to backup the registry entries that you are trying to delete.
4. Run the following command:
msiexec /i <path to symantec_asdkservercombine_7_5_x64.msi> skipaim=1 /qb
5. Launch SIM and try again to upgrade to ITMS 7.5 SP1.
Applies To
ITMS 7.5 HF6 upgrading to ITMS 7.5 SP1