An attempt to upgrade Asset Management or other solutions to 8.1 fails with reference to an msi file that does not exist

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Article ID: 169965

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Updated On:

Products

Management Platform (Formerly known as Notification Server)

Issue/Introduction

Asset Management and CMDB Solutions are not upgrading to 8.1.  When an attempt to upgrade Asset Management and or CMDB solution to 8.1 the process fails with an error written to the MSI log referring to an MSI file (in this case "altiris_cmdbupgrade_7_5_sp1_x64.msi"  ) but the msi file does not exist in ".\Program Files\Altiris\Symantec Installation Manager\Installs\Altiris\"

The following msi log (excerpt) shows an example of the cascade of failures leading up to the failed uninstall/upgrade.

MSI (s) (E8:F0) [14:04:15:322]: Warning: Local cached package 'C:\Windows\Installer\5a865.msi' is missing.
MSI (s) (E8:F0) [14:04:15:322]: User policy value 'SearchOrder' is 'nmu'
MSI (s) (E8:F0) [14:04:15:322]: User policy value 'DisableMedia' is 0
MSI (s) (E8:F0) [14:04:15:322]: Machine policy value 'AllowLockdownMedia' is 0
MSI (s) (E8:F0) [14:04:15:322]: SOURCEMGMT: Media enabled only if package is safe.
MSI (s) (E8:F0) [14:04:15:322]: SOURCEMGMT: Looking for sourcelist for product {F473A70C-D34D-4CC7-9426-9CBA4D93EC0A}
MSI (s) (E8:F0) [14:04:15:322]: SOURCEMGMT: Adding {F473A70C-D34D-4CC7-9426-9CBA4D93EC0A}; to potential sourcelist list (pcode;disk;relpath).
MSI (s) (E8:F0) [14:04:15:322]: SOURCEMGMT: Now checking product {F473A70C-D34D-4CC7-9426-9CBA4D93EC0A}
MSI (s) (E8:F0) [14:04:15:322]: SOURCEMGMT: Media is enabled for product.
MSI (s) (E8:F0) [14:04:15:322]: SOURCEMGMT: Attempting to use LastUsedSource from source list.
MSI (s) (E8:F0) [14:04:15:322]: SOURCEMGMT: Trying source C:\PROGRA~1\Altiris\Symantec Installation Manager\Installs\Altiris\.
MSI (s) (E8:F0) [14:04:15:322]: Note: 1: 2203 2: C:\PROGRA~1\Altiris\Symantec Installation Manager\Installs\Altiris\altiris_cmdbupgrade_7_5_sp1_x64.msi 3: -2147287038
MSI (s) (E8:F0) [14:04:15:322]: SOURCEMGMT: Source is invalid due to missing/inaccessible package.
MSI (s) (E8:F0) [14:04:15:322]: Note: 1: 1706 2: -2147483647 3: altiris_cmdbupgrade_7_5_sp1_x64.msi
MSI (s) (E8:F0) [14:04:15:322]: SOURCEMGMT: Processing net source list.
MSI (s) (E8:F0) [14:04:15:322]: Note: 1: 1706 2: -2147483647 3: altiris_cmdbupgrade_7_5_sp1_x64.msi
MSI (s) (E8:F0) [14:04:15:322]: SOURCEMGMT: Processing media source list.
MSI (s) (E8:F0) [14:04:16:384]: Note: 1: 2203 2:  3: -2147287037
MSI (s) (E8:F0) [14:04:16:384]: SOURCEMGMT: Source is invalid due to missing/inaccessible package.
MSI (s) (E8:F0) [14:04:16:384]: Note: 1: 1706 2: -2147483647 3: altiris_cmdbupgrade_7_5_sp1_x64.msi
MSI (s) (E8:F0) [14:04:16:384]: SOURCEMGMT: Processing URL source list.
MSI (s) (E8:F0) [14:04:16:384]: Note: 1: 1402 2: UNKNOWN\URL 3: 2
MSI (s) (E8:F0) [14:04:16:384]: Note: 1: 1706 2: -2147483647 3: altiris_cmdbupgrade_7_5_sp1_x64.msi
MSI (s) (E8:F0) [14:04:16:384]: Note: 1: 1706 2:  3: altiris_cmdbupgrade_7_5_sp1_x64.msi
MSI (c) (A8:44) [14:04:16:384]: User policy value 'SearchOrder' is 'nmu'
MSI (c) (A8:44) [14:04:16:384]: User policy value 'DisableMedia' is 0
MSI (c) (A8:44) [14:04:16:384]: Machine policy value 'AllowLockdownMedia' is 0
MSI (c) (A8:44) [14:04:16:384]: SOURCEMGMT: Media enabled only if package is safe.
MSI (c) (A8:44) [14:04:16:384]: SOURCEMGMT: Prompting user for a valid source.
MSI (c) (A8:44) [14:04:16:384]: Machine policy value 'DisableBrowse' is 0
MSI (c) (A8:44) [14:04:16:384]: Machine policy value 'AllowLockdownBrowse' is 0
MSI (c) (A8:44) [14:04:16:384]: SOURCEMGMT: Browsing is enabled.
MSI (c) (A8:44) [14:04:16:384]: Font created.  Charset: Req=0, Ret=0, Font: Req=MS Shell Dlg, Ret=MS Shell Dlg

MSI (c) (A8:44) [14:04:16:384]: SOURCEMGMT: Now checking product {F473A70C-D34D-4CC7-9426-9CBA4D93EC0A}
MSI (c) (A8:44) [14:04:16:384]: SOURCEMGMT: Media is enabled for product.
MSI (c) (A8:44) [14:04:16:384]: SOURCEMGMT: Attempting to use LastUsedSource from source list.
MSI (c) (A8:44) [14:04:16:384]: Note: 1: 1706 2:  3: altiris_cmdbupgrade_7_5_sp1_x64.msi
MSI (c) (A8:44) [14:04:16:384]: SOURCEMGMT: Processing net source list.
MSI (c) (A8:44) [14:04:16:384]: Note: 1: 1706 2: -2147483647 3: altiris_cmdbupgrade_7_5_sp1_x64.msi
MSI (c) (A8:44) [14:04:16:384]: SOURCEMGMT: Processing media source list.
MSI (c) (A8:44) [14:04:16:384]: SOURCEMGMT: Trying media source DISK1;1.
MSI (c) (A8:44) [14:04:16:400]: Note: 1: 1706 2:  3: altiris_cmdbupgrade_7_5_sp1_x64.msi
MSI (c) (A8:44) [14:04:16:400]: SOURCEMGMT: Processing URL source list.
MSI (c) (A8:44) [14:04:16:400]: Note: 1: 1402 2: UNKNOWN\URL 3: 2
MSI (c) (A8:44) [14:04:16:400]: Note: 1: 1706 2: -2147483647 3: altiris_cmdbupgrade_7_5_sp1_x64.msi
MSI (c) (A8:44) [14:04:16:400]: Note: 1: 1706 2:  3: altiris_cmdbupgrade_7_5_sp1_x64.msi
MSI (s) (E8:40) [14:04:19:212]: I/O on thread 9636 could not be cancelled. Error: 1168
MSI (s) (E8:40) [14:04:19:212]: I/O on thread 3700 could not be cancelled. Error: 1168
MSI (s) (E8:40) [14:04:19:212]: I/O on thread 5060 could not be cancelled. Error: 1168
MSI (s) (E8:40) [14:04:19:212]: I/O on thread 9664 could not be cancelled. Error: 1168
MSI (s) (E8:40) [14:04:19:212]: I/O on thread 1984 could not be cancelled. Error: 1168
MSI (s) (E8:40) [14:04:19:212]: I/O on thread 8544 could not be cancelled. Error: 1168
MSI (s) (E8:40) [14:04:19:212]: I/O on thread 9400 could not be cancelled. Error: 1168
MSI (s) (E8:40) [14:04:19:212]: I/O on thread 4532 could not be cancelled. Error: 1168
MSI (s) (E8:40) [14:04:19:212]: I/O on thread 7920 could not be cancelled. Error: 1168
MSI (s) (E8:F0) [14:04:19:212]: SOURCEMGMT: Failed to resolve source

 

Cause

Corruption and or junk references in the windows registry hive reference a version that either no longer exists, or never existed.  It thinks it must first uninstall the non existent version first before it can install the upgrade.

Environment

Symantec Management Platform 8.1

Resolution

  1. Download "MicrosoftProgram_Install_and_Uninstall.meta.diagcab" from the following URL: https://support.microsoft.com/en-us/help/17588/fix-problems-that-block-programs-from-being-installed-or-removed
  2.  Run MicrosoftProgram_Install_and_Uninstall.meta.diagcab as an administrator.
  3.  Select "Next" and the program will begin searching for problems and inconsistencies.
  4. From the options list select "Uninstalling". The program will build a list of installed products to select from. 
  5. Select the product that is holding up the installation or upgrade. In this example it was "Altiris CMDB upgrade"
  6. The program will go through and identify all of the inconsistencies that it can and remove them. It may take up to ten minutes.

After the program was finished cleaning up the problem solution(s) the uninstall/upgrade was able to complete successfully and, or SIM was able to display no partial installs.