Troubleshooting Gen 8.6 Windows PTF install errors

Products

Gen

Issue/Introduction

First attempt - receive below error in the file "%Gen86%\PTF_Backups\BTN86201.BAK\BTN86201.log":
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HEADER MAINTENANCE REPORT for BTN86201
DATE: Mon 03/01/2021 09:58 AM
PLATFORM: Windows
ACTION: INSTALL
---------------------------------------------------
BACKUP: Saving C:\Program Files (x86)\CA\Gen86\Gen\bt\scripts\build_proxy_net.scr to C:\Program Files (x86)\CA\Gen86\PTF_Backups\BTN86201.BAK\Gen\bt\scripts\build_proxy_net.scr was successful.
BACKUP: Saving C:\Program Files (x86)\CA\Gen86\Gen\bt\scripts\callvsvars.scr to C:\Program Files (x86)\CA\Gen86\PTF_Backups\BTN86201.BAK\Gen\bt\scripts\callvsvars.scr was successful.
BACKUP: Saving C:\Program Files (x86)\CA\Gen86\Gen\bt\scripts\WiX\VSRuntime.wxs to C:\Program Files (x86)\CA\Gen86\PTF_Backups\BTN86201.BAK\Gen\bt\scripts\WiX\VSRuntime.wxs was successful.
The system cannot find the path specified.
***ERROR*** INSTALL: Copy of file C:\USERID\Gen 8.6 PTFs\21095656\21095656\BTN86201\Gen\bt\scripts\build_proxy_net.scr failed
The system cannot find the path specified.
***ERROR*** INSTALL: Copy of file C:\USERID\Gen 8.6 PTFs\21095656\21095656\BTN86201\Gen\bt\scripts\callvsvars.scr failed
The system cannot find the path specified.
***ERROR*** INSTALL: Copy of file C:\USERID\Gen 8.6 PTFs\21095656\21095656\BTN86201\Gen\bt\scripts\WiX\VSRuntime.wxs failed
*****

The 2nd attempt was successful.

RTN86208

First & second attempt - receive below error in the file "%Gen86%\PTF_Backups\RTN86208.BAK\RTN86208.log":

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---------------------------------------------------
HEADER MAINTENANCE REPORT for RTN86208
DATE: Mon 03/01/2021 10:17 AM
PLATFORM: Windows
ACTION: INSTALL
---------------------------------------------------
BACKUP: Saving C:\Program Files (x86)\CA\Gen86\gen\genenv.bat to C:\Program Files (x86)\CA\Gen86\PTF_Backups\RTN86208.BAK\gen\genenv.bat was successful.
BACKUP: Saving C:\Program Files (x86)\CA\Gen86\gen\vssetup.bat to C:\Program Files (x86)\CA\Gen86\PTF_Backups\RTN86208.BAK\gen\vssetup.bat was successful.
The system cannot find the path specified.
***ERROR*** INSTALL: Copy of file C:\CAGenPTF3\21095734\21095734\RTN86208\gen\genenv.bat failed
The system cannot find the path specified.
***ERROR*** INSTALL: Copy of file C:\CAGenPTF3\21095734\21095734\RTN86208\gen\vssetup.bat failed
*****

The 3rd attempt was successful.

Reported Scenario 2

Installs of PTFs WKS86200, WKS86300 were successful but install of WKS86400 failed with:
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Performing Install of WKS86400...

................................................................................................................................................................................................................................................................................................................................................................................................................................................................................
An error occured in the install process. Please check the file C:\Program Files (x86)\CA\Gen86\PTF_Backups\WKS86400.BAK\WKS86400.log for the problem.
........................................................................................................................................................................................................
An error occured in the install process. Please check the file C:\Program Files (x86)\CA\Gen86\PTF_Backups\WKS86400.BAK\WKS86400.log for the problem.
...
*****

The file "C:\Program Files (x86)\CA\Gen86\PTF_Backups\WKS86400.BAK\WKS86400.log" shows multiple errors "The process cannot access the file because it is being used by another process" e.g.
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The process cannot access the file because it is being used by another process.
0 file(s) copied.
***ERROR*** INSTALL: Copy of file C:\Users\lijiang\Downloads\47054877\47054877\WKS86400\WKS86400\Gen\TOOLSET.EXE failed
0 file(s) copied.
*****

Environment

Gen 8.6 Windows PTF installs.

Resolution

Each self-extracting executable file PTF_Name.exe when run creates files PTF_NameREADME.txt and PTF_NameZ.exe.
Then per the instructions in PTF_NameREADME.txt, the self-extracting executable file PTF_NameZ.exe needs to be executed which will extract files PTF_Name.ctl, PTF_NameA.exe, setup.bat, uninstall.bat. It will also automatically start the install dialog using the setup.bat file.
The file PTF_NameA.exe is the main self-extracting executable file containing all the new files to be deployed which the setup.bat executes ("%PTFname%A.exe -qq -o")
As a general point it may be necessary to use "Run as administrator" on the file PTF_NameZ.exe to avoid permission related issues.

Scenario 1

The errors "The system cannot find the path specified" on the earlier failed attempts indicate that the new files from inside the PTF self-extracting zip file PTF_NameA.exe could not be found.
If PTF_NameZ.exe was run in exactly the same way for both failed and successful installs then perhaps anti-virus software may have been temporarily interfering with the steps run by the setup.bat and in particular, the execution of the self-extracting executable file PTF_NameA.exe to extract the new files.
Install of the same PTFs on another PC was subsequently successful on the first attempt.

Scenario 2

The error "The process cannot access the file because it is being used by another process." indicates some process is locking the current version of the file e.g. this message may indicate a Gen 8.6 toolset process is already running locking the file TOOLSET.EXE
*****
The process cannot access the file because it is being used by another process.
0 file(s) copied.
***ERROR*** INSTALL: Copy of file C:\Users\lijiang\Downloads\47054877\47054877\WKS86400\WKS86400\Gen\TOOLSET.EXE failed
0 file(s) copied.*****
The next steps would be to check the Task Manager Processes tab or Details tab for the relevant process name e.g. Toolset Workstation (32-bit) > Gen (Processes tab) and TOOLSET.EXE (Details tab)
For this particular scenario no such process was running.
Under Processes tab > Background Processes the user noticed the "CA Licensing Event Log Management (32 bit)" process was running:

After stopping its service "Event Log Watch" the PTF WKS86400 could be installed without errors.

The service was then restarted.

Additional Information

Advice on how to get more trace information for any PTF install failure

Start a command prompt started with "Run as administrator" and cd to the directory containing the PTF file PTF_Name.exe and PTF_Name.exe.
Run PTF_Name.exe and when get to the prompt "(I) Install/(Q) Quit, [I,Q]?" close that command prompt window.
That should leave the extracted files from PTF_Name.exe in place i.e.
setup.bat
uninstall.bat
PTF_Name.ctl
PTF_NameA.exe
Edit file setup.bat and change the first line of the file as follows:
CHANGE:
@echo OFF
TO:
@echo ON
Start a new command prompt with "Run as administrator" and cd to the directory containing the PTF files.
Run setup.bat and when get to the prompt "(I) Install/(Q) Quit, [I,Q]?" enter I to proceed with the install.
A lot more information should then start to be displayed.
If an error occurs before the end of the install then before exiting the cmd.exe use Ctrl-A to select all text, and press ENTER to copy it to the clipboard. Then paste it into a file and save.
Review the file content and if not able to resolve the problem for further assistance please create a support case and upload the file to the case.