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Ghost Solution Suite 3.1 Maintenance Packs fails to install

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Article ID: 163944

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Updated On:

Products

Ghost Solution Suite

Issue/Introduction

While trying to install a Maintenance Pack for GSS (Ghost Solution Suite) 3.1 errors may be seen in the windows event logs or on the screen.   Additionally the GSS software will not have been updated after clearing the error. 

The following error may be seen in the windows event logs.

Product: Symantec Ghost Solution Suite 3.1 MPx -- Error 1720. There is a problem with this Windows Installer package. A script required for this install to complete could not be run. Contact your support personnel or package vendor. Custom action DoBackup script error -2146828230, Microsoft VBScript runtime error: File already exists Line 25, Column 9

Or

"Error Opening Installation log file. Verify that the specified log file location exists and is writable."

Additionally on the screen a similar error may be seen 

There is a problem with this Windows Installer package. 
A script required for this install to complete could not be run. Contact your support personnel or package vendor.

 

Environment

Ghost Solution Suite 3.1 being upgraded to the latest Maintenance pack. 

 

Cause

Generally permissions issues have been linked to these errors.  Or the inability to modify or back up files by the installer. 

 

Resolution

Make sure that the latest version of the Maintenance Pack is being applied.   For information on the latest GSS updated see the following document.  http://www.symantec.com/docs/DOC8558

Some points to consider when installing any GSS software or updates:   

  • Make sure that the logged in account has full local administrative rights.   
  • Make sure that this account has rights to access the windows temp folders both to write and to modify them. 
  • Right click on the installer and select "Run as Administrator"  to launch the application and get past any microsoft UAC settings. 
  • Confirm that the Anti virus/Antimalware is not blocking the execution and updating of any of the GSS files.  Temporarily disable as needed. 

If issues persist gather the Symantec_Ghost_Solution_Suite_3_1_MPX_Install.log that corasponds with the MP that is being installed and contact technical support.