App Control: Agent Upgrade Error - Failed executing Installer - Fatal error during installation
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App Control: Agent Upgrade Error - Failed executing Installer - Fatal error during installation

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Article ID: 286492

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Updated On:

Products

Carbon Black App Control (formerly Cb Protection)

Issue/Introduction

  • An upgrade of the Agent fails with the error:
    Agent upgrade: Failed executing Installer[C:\ProgramData\Bit9\Parity Agent\ParityHostAgent.msi] Cmdline[/qN /i "C:\ProgramData\Bit9\Parity Agent\ParityHostAgent.msi" /l*v+ "\\?\globalroot\device\harddiskvolume2\programdata\bit9\parity agent\logs\ParityHostAgentInstall_2023-04-27_10-09-43.log"]. Fatal error during installation.
  • Upgrade log shows:
    Warning: Local cached package 'C:\Windows\Installer\d767960.msi' is missing.
    ....
    Move a existing file failed: 3.
    Error 1336.There was an error creating a temporary file that is needed to complete this installation. Folder: C:\Program Files (x86)\Bit9\Parity Agent\. System error code: 5

Environment

  • App Control Agent: All Supported Versions
  • Microsoft Windows: All Supported Versions

Cause

The cached .msi file is missing from the endpoint. This can be caused by:
  • Accidental deletion
  • Third party installation utilities not caching installations

Resolution

  1. Find the name of the cached .msi file via PowerShell (entry "Bit9 Agent"):
    $loc = Get-ChildItem -Recurse HKLM:\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Products\
    $loc | ForEach-Object { Get-ItemProperty $_.PsPath } | Where LocalPackage -ne $null | Sort DisplayName | Select DisplayName,LocalPackage
    
    Example result:
    DisplayName                                                    LocalPackage
    -----------                                                    ------------
    Bit9 Agent                                                     C:\Windows\Installer\d767960.msi
    Microsoft Update Health Tools                                  C:\Windows\Installer\223c075.msi
    Microsoft Visual C++ 2019 X64 Additional Runtime - 14.24.28127 C:\Windows\Installer\57546.msi
    Microsoft Visual C++ 2019 X64 Minimum Runtime - 14.24.28127    C:\Windows\Installer\57542.msi
    Microsoft Visual C++ 2019 X86 Additional Runtime - 14.24.28127 C:\Windows\Installer\5753e.msi
    Microsoft Visual C++ 2019 X86 Minimum Runtime - 14.24.28127    C:\Windows\Installer\5753a.msi
    VMware Tools                                                   C:\Windows\Installer\57549.msi
    
  2. Confirm the relevant file does not exist in C:\Windows\Installer.
  3. Obtain a copy of ParityHostAgent.msi that matches the version Agent currently installed.
  4. Rename ParityHostAgent.msi to match the name of the cached msi file (in the above example it would be d767960.msi) and place it into c:\windows\installer
  5. Re-attempt the upgrade