Symantec Management Agent fails to install because the windows common folder points to wrong location

Products

• IT Management Suite

Issue/Introduction

 Symantec Management Agent fails to install because the windows common folder points to wrong location

 

2014-09-18 11:24:18: %AGENT_INSTALLATION_FOLDER_SAVE% => C:\Program Files\Altiris\Altiris Agent

2014-09-18 11:24:18: %AGENT_LOGS_FOLDER% => C:\ProgramData\Symantec\Symantec Agent\Logs

2014-09-18 11:24:18: %INSTALLED_AGENT_PLATFORM% => x64

2014-09-18 11:24:18: %INSTALL_SOURCE_FOLDER% => C:\Windows\TEMP\apt0

2014-09-18 11:24:18: %NEW_AGENT_PLATFORM% => x64

2014-09-18 11:24:18: %OLD_AGENT_INSTALLATION_FOLDER% => C:\Program Files\Altiris\Altiris Agent

2014-09-18 11:24:18: %PLUGINS_INSTALLATION_FOLDER% => C:\Program Files\Altiris\Altiris Agent\Agents

2014-09-18 11:24:18: %PROGRAM_FILES_COMMON% => C:\Windows\Program Files\\Common Files\Altiris

2014-09-18 11:24:18: %PROGRAM_FILES_COMMON_X64% => C:\Program Files\Common Files\Altiris

2014-09-18 11:24:18: %PROGRAM_FILES_COMMON_X86% => C:\Windows\Program Files\\Common Files\Altiris

2014-09-18 11:24:18: %TARGET_PLATFORM% => x64

2014-09-18 11:24:18: %UPGRADE_AGENT_APPDATA% => C:\ProgramData\Symantec\Symantec Agent

2014-09-18 11:24:18: %UPGRADE_AGENT_FOLDER% => C:\Program Files\Altiris\Altiris Agent

2014-09-18 11:24:18: %UPGRADE_AGENT_PUBLIC_DOCS% => C:\Users\Public\Documents\Altiris\Altiris Agent

2014-09-18 11:24:18: + Running action: CopyAgentFilesTree

2014-09-18 11:24:21: + Running action: InstallCoreAgentDll

2014-09-18 11:24:22: + Running action: InstallCommonDll

2014-09-18 11:24:22: Upgrade failed. Error message: Failed to run action: InstallCommonDll

2014-09-18 11:24:22: Core Agent Re-Installation Ended  

2014-09-18 11:24:22: ==================================

2014-09-18 11:24:22: Core Agent Installation Ended  

2014-09-18 11:24:22: ===============================

 

Cause

 The registry on the client machine had been altered and had the wrong location for the Common Files directory. It was pointing at 'C:\Windows\Program Files\\Common Files'

 

 

Resolution

 Navigate to HKEY_LOCAL_MACHINE\software\Wow6432Node\Microsoft\Windows\CurrentVersion

- Edit the 'CommonFilesDir' string

- Put this back to the default location which should be 'C:\Program Files (x86)\Common Files' for Windows 7 x64

 

Applies To

 Windows 7 x64