While trying to upgrade to 8.6 RU1, SIM fails with "Symantec Installation Manager has encountered a fatal exception and cannot continue".

Products

• IT Management Suite

Issue/Introduction

The customer is trying to upgrade to ITMS 8.6 RU1. However, the upgrade fails. For some reason, SIM (Symantec Installation Manager) is creating a dump file during installation.

The upgrade fails after all proper "pre-installation" were done. 

Getting this error, claiming "same key has already been added"...

Entry 1:
Error message: Uncaught Exception in Application An item with the same key has already been added. [System.ArgumentException @ mscorlib]

at System.ThrowHelper.ThrowArgumentException(ExceptionResource resource)
at System.Collections.Generic.Dictionary`2.Insert(TKey key, TValue value, Boolean add)
at ymantec.Installation.InstallClasses.PL.DependencyWalker.BuildComponentsToUninstallList(List`1 selectedComponents, ProductsCollection& remaingProductsCollection)
at Symantec.Installation.PerformUninstall.UninstallProduct(List`1 productsForUninstallCollection)
at Symantec.Installation.Managers.UninstallManager.PerformUninstall(Boolean uninstallAll)
at System.Threading.ExecutionContext.RunInternal(ExecutionContext executionContext, ContextCallback callback, Object state, Boolean preserveSyncCtx)
at System.Threading.ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state, Boolean preserveSyncCtx)
at System.Threading.ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state)
at System.Threading.ThreadHelper.ThreadStart() Exception logged from:
at Symantec.Installation.Logging.LogActivity.ReportException(Int32 severity, String strMessage, String category, Exception exception, String footer)
at Symantec.Installation.Logging.LogActivity.ReportException(String strMessage, String category, Exception exception)
at Symantec.Installation.SimApplication.CurrentDomain_UnhandledException(Object sender, UnhandledExceptionEventArgs e)
at System.ThrowHelper.ThrowArgumentException(ExceptionResource resource)
at System.Collections.Generic.Dictionary`2.Insert(TKey key, TValue value, Boolean add)
at ymantec.Installation.InstallClasses.PL.DependencyWalker.BuildComponentsToUninstallList(List`1 selectedComponents, ProductsCollection& remaingProductsCollection)
at Symantec.Installation.PerformUninstall.UninstallProduct(List`1 productsForUninstallCollection)
at Symantec.Installation.Managers.UninstallManager.PerformUninstall(Boolean uninstallAll)
at System.Threading.ExecutionContext.RunInternal(ExecutionContext executionContext, ContextCallback callback, Object state, Boolean preserveSyncCtx)
at System.Threading.ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state, Boolean preserveSyncCtx)
at System.Threading.ExecutionContext.Run(ExecutionContext executionContext, ContextCallback callback, Object state)
at System.Threading.ThreadHelper.ThreadStart()

Entry 2:
<event date="07/14/2021 15:41:44.6694677 +03:00" severity="4" hostName="ITMS" source="Symantec.Installation.Automation.Output.ReportInfo" module="SymantecInstallationManager.exe" process="SymantecInstallationManager" pid="8652" thread="36" tickCount="7469203"><![CDATA[Crash dump for Symantec Installation Manager containing additional debugging information has been created at C:\Users\user\AppData\Local\Temp\SIM Logs\CrashDump_07142021034143.dmp. ]]></event>

If you cancel out of the Install after the Readiness check (it fails for instance), and go back and click Install. This time pick a different option for the Documentation.

Go back and pick your original option, and SIM will be successful. So if you don't change your mind about Keeping Documentation or not, you get a successful install. Change your mind, and SIM crashes.

If you click YES at the Docs question, run through SIM to the Readiness Check, then close out of the Install (Say Readiness Check fails as it did for me on my first lab due to Disk Space). When you run Install again, check a different Option, say NO this time.

If you clicked "Yes" at the "Keep Documentation?" box, it seems to be installing now. Failed probably 5-6 times.

Environment

Upgrade to ITMS 8.6 RU1

Cause

Under investigation.

Resolution

The problem with documentation (UHS) removal has been fixed starting with SIM 8.6.2045 version.

Before SIM 8.6.2045:  It was the Uninstalling of the Offline Documentation prompting that didn’t show on the 8.6, but did on the 8.6 RU1. Do not uninstall offline documentation.

Additional Information

 

220451

Running the Symantec Installation Manager failed with error "Symantec Installation Manager has encountered a fatal exception and cannot continue. Please see the log file for more information"