VMware Tools installation fails with "CDROM sata0:0: CMD 0x52 FAILED" and "vix error code = 21004" in VMware vSphere

Products

• VMware vCenter Server

Issue/Introduction

• VMware Tools automatic or manual installation fails and rolls back.
• In the vmware.log of the affected Virtual Machine, the following errors are present:
  • CDROM sata0:0: CMD 0x52 (*UNKNOWN (0x52)*) FAILED (key 0x5 asc 0x20 ascq 0)
  • ToolInstall: Canceling Tools installation; no guest I/O detected on media for last 300 seconds.
  • ConfigDB: Setting toolsInstallManager.lastInstallError = "21004"
• Subsequent installation attempts may fail with Windows Installer Error 1603 in the vmmsi.log.
• vSphere Client may show VMware Tools status as "Not Installed" even if a previous version was present.

Cause

The error occurs when the Guest OS or virtual SATA controller (sata0:0) fails to process the SCSI command 0x52 (READ TRACK INFORMATION) from the VMware Tools installer. This results in an I/O timeout.

When the timeout occurs, the installer cancels the operation and attempts to roll back. If the rollback is incomplete due to the interrupted connection, residual registry keys and file artifacts are left behind, which causes a "corrupted" state and prevents any further installation attempts.

Resolution

To resolve this issue, you must bypass the unstable CD-ROM connection and perform a clean uninstallation of the corrupted remnants.

1. Perform a Clean Uninstallation:
   • Take a snapshot of the Virtual Machine.
   • Open an elevated Command Prompt (Run as Administrator) inside the Guest OS.
   • Follow the steps in KB 315629 to remove all residual registry keys and file system artifacts.
2. Bypass the Virtual CD-ROM:
   • Download the latest VMware Tools ISO to a location accessible by the Guest OS (or copy the contents of the ISO from the ESXi host/datastore).
   • Copy the installation files directly to a local folder on the C:\ drive of the VM.
3. Perform a Local Install:
   • Run setup64.exe from the local C:\ drive folder.
   • If the installation fails again with 1603, use the forced cleanup switch: setup64.exe /c.
4. Reboot: Restart the Guest OS to complete the driver registration.