Symantec Mail Security for Microsoft Exchange (SMSMSE) Upgrade or Fresh Installation fails Error - 1603

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Article ID: 162336

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Updated On:

Products

Mail Security for Microsoft Exchange

Issue/Introduction

While upgrading SMSMSE or doing a fresh installation, it fails and rollback.

When upgrading SMSMSE it fails logging below events

------------
Log Name:      Application
Source:        MsiInstaller
Event ID:      11725
Task Category: None
Level:         Information
Keywords:      Classic
User:          domain\smsmse
Computer:      exchange.domain.com
Description:
Product: Symantec Mail Security for Microsoft Exchange -- Removal failed.
--------------
Log Name:      Application
Source:        MsiInstaller
Event ID:      1034
Task Category: None
Level:         Information
Keywords:      Classic
User:          domain\smsmse
Computer:      exchange.domain.com
Description:
Windows Installer removed the product.
Product Name: Symantec Mail Security for Microsoft Exchange.
Product Version: 7.X.X
Product Language: 1033.
Manufacturer: Symantec Corporation.
Removal success or error status: 1603.
-------------


For fresh installation below events are logged
Events 11708 and 1033 with same description

 

SMSMSE setup logs
=========================
SAVFMSEInst64.dll MSI_Logging
Could not find registry value SOFTWARE\Veritas\VCS\Base\bin\SMSMSEVCSClusterResource
MSI (s) (A8!58) [09:49:10:237]: Closing MSIHANDLE (176) of type 790531 for thread 14424
CustomAction fnVerifyVCS returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)

Property(S): SMSMSE_RBAC_USERNAME = sec\sec-smsex
MSI (s) (A8:C8) [09:49:10:331]: MainEngineThread is returning 1603

Action ended 9:49:23: SetupCompleteError. Return value 2.
Action ended 9:49:23: INSTALL. Return value 3.

Exchange. Product Version: 7.5. Product Language: 1033. Manufacturer: Symantec Corporation. Installation success or error status: 1603.
++++++++++++++++++++

Cause

Due to incorrect Installation/un installation of Veritas Cluster Server (VCS) components, SMSMSE Setup is unable to read registry information from below location.

HKLM\SOFTWARE\Veritas\VCS\Base

Resolution

- Rename the registry entry

(HKLM\SOFTWARE\Veritas\VCS\Base)
to
(HKLM\SOFTWARE\Veritas\VCS\OLDBase)

- Perform the Upgrade/Installation

- Revert the registry change