Upgrade is failing on symantec_asdkservercombine_7_5_sp1

Products

Management Platform (Formerly known as Notification Server)

Issue/Introduction

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

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Date: 6/2/2014 12:46:31 PM, Tick Count: 958095, Size: 444 B

Process: SymantecInstallationManager (7456), Thread ID: 48, Module: SymantecInstallationManager.exe

Priority: 1, Source: Symantec.Installation.Msi.RunMsiInstallProduct

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

-----------------------------------------------------------------------------------------------------

Date: 6/2/2014 12:46:31 PM, Tick Count: 958095, Size: 564 B

Process: SymantecInstallationManager (7456), Thread ID: 48, Module: SymantecInstallationManager.exe

Priority: 1, Source: Symantec.Installation.PerformInstall.InstallComponent

Cause

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.

Resolution

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:

MsiExec.exe /X {9A991AB2-A580-4EC7-96B8-0F455E17BCA9} --Usually this is the default Product GUID for symantec_asdkservercombine_7_5_x64.msi

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.

2. Delete the whole entry for ASDK that were left behind, if any, under this path:
HKEY_LOCAL_MACHINE\SOFTWARE\Altiris\ASDK

Note: It is always a good practice to backup the registry entries that you are trying to delete.

3. Run command prompt as Administrator
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