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ITMS upgrade fails with error: Product is found in the database but has not been installed on the machine ...

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Article ID: 230059

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Updated On:

Products

Asset Management Solution

Issue/Introduction

Upgrading ITMS from 8.0 HF6 to 8.5 and it was stuck for hours at 60% (Configure Altiris Task Management Installation - Create Schedules).  

Production Notification Server (NS) was running Windows 2008 RU2 and needed to upgrade the OS also so they created a new Windows 2012 server to install ITMS 8.5 on.  

The logs on the NS were full of errors like the following:

Product is found in the database but has not been installed on the machine. Uninstalling items that belongs to this product: 'SoftwareCatalogDataProvider Language Pack' (32d82fe0-17a8-4ea5-bd63-f876279e7577)

Product is found in the database but has not been installed on the machine. Uninstalling items that belongs to this product: 'DiscoveryTasks Language Pack' (d8f14f2d-6ba4-40fd-88e9-f594ec277b8d)

Product is found in the database but has not been installed on the machine. Uninstalling items that belongs to this product: 'ECVDocumentationLanguages' (d263300a-3f01-4a69-ae68-f17439d21568)

Product is found in the database but has not been installed on the machine. Uninstalling items that belongs to this product: 'Altiris Console 7.5 SP1 HF4' (4583e0cf-d578-4d28-9393-ee45c42ccccb)

Environment

ITMS 8.5

Cause

When installing ITMS on the new Windows 2008 RU2 server they started SIM and pointed it to the production database backup without installing ITMS 8.5 to a clean database first.

Resolution

Installed ITMS 8.5 to a new database first and then using Symantec Installation Manager (SIM) they pointed the new installation to the backup of the production ITMS 8.0 HF6 database and this finished the upgrade.