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Installing ITMS 7.6 fails trying to start the ctdataloader

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Article ID: 163526

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Updated On:

Products

IT Management Suite

Issue/Introduction

Installing ITMS 7.6 Sim fails  to install and shows an error that it is trying to start the CTDataloader service.   

SIM shows a message that it failed starting the ctdataloader.

SMP Logs showed a message that the  altiris _documentation_7_1_sp2_x64.msi failed to install.  

Install failure while installing (Package: Platform Documentation x64) 7.1.1007 {6fba890d-2f38-4ba7-947d-802c476e1a57} http://www.solutionsam.com/solutions/7_1/smp/7_1_sp2_rtm/x64/ (in product Symantec Management Platform 7.6). Windows Installer API return code: 1603

MSI install log showed an error:  Product: Platform Documentation x64  -- Error 1606.  Could not access network location \\servername\home\Username\Favorites.

Environment

Windows 2012 installing ITMS 7.6

 

Cause

The registry had the following key set to something that was not the default.

 HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\User Shell Folders\Favorites

Default should be:  %USERPROFILE%Favorites

Resolution

See the following article:

https://support.microsoft.com/en-us/kb/886549

Changed the folloing registry back to the default setting.

 HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\User Shell Folders\Favorites

Default should be:  %USERPROFILE%Favorites