IT Analytics error during initial installation / upgrade

Products

• IT Management Suite
• Client Management Suite

Issue/Introduction

You are setting up a new SMP Server (Symantec Management Platform). During the installation process, the following error occurred:

Error mentioned in the SIM logs are referring to some writing access to E:\Altiris\ITAnalytics\Config\ITAnalytics.config:

Entry 1:

Operation started: Installing Security: 'IT Analytics' (03bfbe04-c899-421d-9557-d11f0b5ed002) ...
-----------------------------------------------------------------------------------------------------
Date: 6/1/2024 10:53:37 AM, Tick Count: 6361750 (01:46:01.7500000), Size: 317 B
Process: AeXSvc (7040), Thread ID: 86, Module: Altiris.NS.dll
Priority: 4, Source: InstallProduct_Security

Entry 2:

Web created: Web object: 'ITAnalytics', location: 'E:\Altiris\ITAnalytics\Web\' pool: 'SMP Server AppPool', authentication : Windows, forms authentication : False, CEM: False, retries: 10. anon: False, agent False
-----------------------------------------------------------------------------------------------------
Date: 6/1/2024 10:53:38 AM, Tick Count: 6362828 (01:46:02.8280000), Size: 464 B
Process: AeXSvc (7040), Thread ID: 86, Module: Altiris.NS.StandardItems.dll
Priority: 4, Source: CoreSolutionHelper.InstallProductWebNode

Entry 3:

Failed to install product.

Cannot open log for source 'IT Analytics Upgrade'. You may not have write access.
   [InvalidOperationException @ System.dll]
   at System.Diagnostics.EventLogInternal.OpenForWrite(string)
   at System.Diagnostics.EventLogInternal.InternalWriteEvent(uint, ushort, EventLogEntryType, string[], byte[], string)
   at System.Diagnostics.EventLogInternal.WriteEntry(string, EventLogEntryType, int, short, byte[])
   at System.Diagnostics.EventLog.WriteEntry(string, string, EventLogEntryType, int, short, byte[])
   at System.Diagnostics.EventLog.WriteEntry(string, string)
   at Altiris.ITAnalytics.ITAnalyticsInstallation.UpgradeConnectionSettings(Guid)
   at Altiris.ITAnalytics.ITAnalyticsInstallation.OnUpgradeProduct(XmlNode)
   at Altiris.NS.StandardItems.Product.ProductInstallation.InstallProduct()

Access is denied
   [Win32Exception]

Exception logged from:
   at Altiris.Diagnostics.Logging.EventLog.ReportException(int, string, string, Exception, string)
   at Altiris.NS.StandardItems.Product.ProductInstallation.InstallProduct()
   at Altiris.NS.Installation.ProductConfigurationWorker.ConfigureProductInternal(string, bool, SerializationMode)
   at Altiris.NS.Installation.ProductConfigurationWorker.ConfigureProduct()
   at System.Threading.ExecutionContext.RunInternal(ExecutionContext, ContextCallback, object, bool)
   at System.Threading.ExecutionContext.Run(ExecutionContext, ContextCallback, object, bool)
   at System.Threading.ExecutionContext.Run(ExecutionContext, ContextCallback, object)
   at System.Threading.ThreadHelper.ThreadStart()

-----------------------------------------------------------------------------------------------------
Date: 6/1/2024 10:53:40 AM, Tick Count: 6365187 (01:46:05.1870000), Size: 1.85 KB
Process: AeXSvc (7040), Thread ID: 86, Module: System.dll
Priority: 1, Source: EventLogInternal.OpenForWrite

Entry 4:

Operation completed: installing product 'IT Analytics' (03bfbe04-c899-421d-9557-d11f0b5ed002), transacted=False, succeeded=False, total time=0:01:31.53
-----------------------------------------------------------------------------------------------------
Date: 6/1/2024 10:53:40 AM, Tick Count: 6365250 (01:46:05.2500000), Size: 385 B
Process: AeXSvc (7040), Thread ID: 86, Module: Altiris.NS.StandardItems.dll
Priority: 4, Source: ITAnalyticsInstallation

Entry 5:

Failed to install the product from the file: E:\Altiris\ITAnalytics\Config\ITAnalytics.config

Cannot open log for source 'IT Analytics Upgrade'. You may not have write access.
   [InvalidOperationException @ System.dll]
   at System.Diagnostics.EventLogInternal.OpenForWrite(string)
   at System.Diagnostics.EventLogInternal.InternalWriteEvent(uint, ushort, EventLogEntryType, string[], byte[], string)
   at System.Diagnostics.EventLogInternal.WriteEntry(string, EventLogEntryType, int, short, byte[])
   at System.Diagnostics.EventLog.WriteEntry(string, string, EventLogEntryType, int, short, byte[])
   at System.Diagnostics.EventLog.WriteEntry(string, string)
   at Altiris.ITAnalytics.ITAnalyticsInstallation.UpgradeConnectionSettings(Guid)
   at Altiris.ITAnalytics.ITAnalyticsInstallation.OnUpgradeProduct(XmlNode)
   at Altiris.NS.StandardItems.Product.ProductInstallation.InstallProduct()
   at Altiris.NS.Installation.ProductConfigurationWorker.ConfigureProductInternal(string, bool, SerializationMode)

Access is denied
   [Win32Exception]

Exception logged from:
   at Altiris.Diagnostics.Logging.EventLog.ReportException(int, string, string, Exception, string)
   at Altiris.NS.Installation.ProductConfigurationWorker.ConfigureProductInternal(string, bool, SerializationMode)
   at Altiris.NS.Installation.ProductConfigurationWorker.ConfigureProduct()
   at System.Threading.ExecutionContext.RunInternal(ExecutionContext, ContextCallback, object, bool)
   at System.Threading.ExecutionContext.Run(ExecutionContext, ContextCallback, object, bool)
   at System.Threading.ExecutionContext.Run(ExecutionContext, ContextCallback, object)
   at System.Threading.ThreadHelper.ThreadStart()

-----------------------------------------------------------------------------------------------------
Date: 6/1/2024 10:53:40 AM, Tick Count: 6365250 (01:46:05.2500000), Size: 1.95 KB
Process: AeXSvc (7040), Thread ID: 86, Module: System.dll
Priority: 1, Source: EventLogInternal.OpenForWrite

Entry 6:

Failed to configure: E:\Altiris\ITAnalytics\Config\ITAnalytics.config

Cannot open log for source 'IT Analytics Upgrade'. You may not have write access.
   [InvalidOperationException @ System.dll]
   at System.Diagnostics.EventLogInternal.OpenForWrite(string)
   at System.Diagnostics.EventLogInternal.InternalWriteEvent(uint, ushort, EventLogEntryType, string[], byte[], string)
   at System.Diagnostics.EventLogInternal.WriteEntry(string, EventLogEntryType, int, short, byte[])
   at System.Diagnostics.EventLog.WriteEntry(string, string, EventLogEntryType, int, short, byte[])
   at System.Diagnostics.EventLog.WriteEntry(string, string)
   at Altiris.ITAnalytics.ITAnalyticsInstallation.UpgradeConnectionSettings(Guid)
   at Altiris.ITAnalytics.ITAnalyticsInstallation.OnUpgradeProduct(XmlNode)
   at Altiris.NS.StandardItems.Product.ProductInstallation.InstallProduct()
   at Altiris.NS.Installation.ProductConfigurationWorker.ConfigureProductInternal(string, bool, SerializationMode)
   at Altiris.NS.Installation.ProductConfigurationWorker.ConfigureProduct()

Access is denied
   [Win32Exception]

Exception logged from:
   at Altiris.Diagnostics.Logging.EventLog.ReportException(int, string, string, Exception, string)
   at Altiris.NS.Installation.ProductConfigurationWorker.ConfigureProduct()
   at System.Threading.ExecutionContext.RunInternal(ExecutionContext, ContextCallback, object, bool)
   at System.Threading.ExecutionContext.Run(ExecutionContext, ContextCallback, object, bool)
   at System.Threading.ExecutionContext.Run(ExecutionContext, ContextCallback, object)
   at System.Threading.ThreadHelper.ThreadStart()

-----------------------------------------------------------------------------------------------------
Date: 6/1/2024 10:53:40 AM, Tick Count: 6365250 (01:46:05.2500000), Size: 1.89 KB
Process: AeXSvc (7040), Thread ID: 86, Module: System.dll
Priority: 1, Source: EventLogInternal.OpenForWrite

Environment

ITMS 8.7.x

Cause

UAC was on. We need UAC either disabled completely or lowered all the way down. 

Resolution

Make sure UAC is disabled on your SMP Server.

After that, run a repair on your SMP Installation (since some MSIs and Config files appeared as missing or misconfigured).