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Fail Install Azure Backup Agent RRS feed

  • Question

  • Hello!

    I've been trying to install azure backup agent on a machine outside azure cloud for a few days.

    It's a Windows Server 2016, with terminal server. 

    It installed once and gave a failure, and I have tried to uninstall it but it won't let me reinstall it.

    The log c:/windows/temp OBInstaller0Curr

    BD14 BD18 12/20 08:11:36.247 10 launchsetup.cpp(111) NORMAL Starting Azure Backup installation process
    BD14 BD18 12/20 08:11:36.247 10 launchsetup.cpp(114) NORMAL Directory Path for SetupLaunchScreen : C:\ac200d25b480fde21308d1f855
    BD14 BD18 12/20 08:11:36.247 10 launchsetup.cpp(122) NORMAL Path for SetupLaunchScreen : C:\ac200d25b480fde21308d1f855\3082\CBPSetupLaunchProcess
    BD14 BD18 12/20 08:11:36.279 10 launchsetup.cpp(140) NORMAL LPCommandLine :  /q /m  
    BD14 BD18 12/20 08:11:36.279 10 launchsetup.cpp(141) NORMAL nCommandshow : 1
    BD14 BD18 12/20 08:11:36.279 10 setuplaunchscreen.cpp(99) NORMAL In CBPlaunchProcess.dll
    BD14 BD18 12/20 08:11:36.279 10 setuplaunchscreen.cpp(114) NORMAL commandline : /q /m  
    BD14 BD18 12/20 08:11:36.280 10 setuplaunchscreen.cpp(142) NORMAL silent mode
    BD14 BD18 12/20 08:11:36.280 10 setuplaunchscreen.cpp(315) NORMAL MU option
    BD14 BD18 12/20 08:11:36.280 10 setuplaunchscreen.cpp(424) NORMAL Silent mode Launch Wizard
    BD14 BD18 12/20 08:11:36.996 10 setupwizard.cpp(1456) NORMAL IsPatchingRequired: ProductVersion of packaged msi : 2.0.8673.0 Current installer version : 2.0.9170.0 
    BD14 BD18 12/20 08:11:37.005 10 launchscreenhtml.cpp(179) NORMAL CLaunchScreenHtml::LaunchSetupWizard :Setup is launched in WAOB context
    BD14 BFBC 12/20 08:11:37.038 03 miscellaneousutils.cpp(1229) NORMAL VCRedist2012 is already installed (Product Code is {{5AF4E09F-5C9B-3AAF-B731-544D3DC821DD}})
    BD14 BFBC 12/20 08:11:37.038 10 setupwizard.cpp(1181) NORMAL VCRedist 2012 is already installed on the box.
    BD14 BFBC 12/20 08:12:13.845 10 launchscreenhtml.cpp(586) WARNING Process for Managed Setup Wizard failed with exit code 810
    BD14 BFBC 12/20 08:12:13.845 10 launchscreenhtml.cpp(587) WARNING Failed: Hr: = [0x80004005] : GetExitCodeProcess returned exitcode 810
    BD14 BFBC 12/20 08:12:13.845 10 launchscreenhtml.cpp(468) WARNING Failed: Hr: = [0x80004005] : Encountered Failure: : lVal : launchScreenHtml->RunSetup(sourceLocation,false)
    BD14 BD18 12/20 08:12:13.845 10 launchscreenhtml.cpp(407) WARNING Thread failed with exit code -2147467259
    BD14 BD18 12/20 08:12:13.845 10 launchscreenhtml.cpp(408) WARNING Failed: Hr: = [0x80004005] : GetExitCodeThread returned exitcode -2147467259
    BD14 BD18 12/20 08:12:13.845 10 setuplaunchscreen.cpp(72) WARNING Failed: Hr: = [0x80004005] : Encountered Failure: : lVal : launchScreenHtml.LaunchSetupWizard(pExit, silent,lpCmdLine,isVenusInstallation,bUninstallSet)
    BD14 BD18 12/20 08:12:13.845 10 setuplaunchscreen.cpp(425) WARNING Failed: Hr: = [0x80004005] : Encountered Failure: : lVal : LaunchWizard(&exit, true, hInstance, lpCmdLine, nCmdShow,venus_install,bUninstallSet)
    BD14 BD18 12/20 08:12:13.845 10 launchsetup.cpp(150) WARNING Failed: Hr: = [0x80004005] setup.exe returning

    And de OBManagedlog.LOGCurr

    BFE4 BFE8 12/20 08:12:10.557 10 Installer.cs(1133) NORMAL Rolling back action:
    BFE4 BFE8 12/20 08:12:13.691 10 Installer.cs(810) NORMAL MsiInstallProduct returned1603
    BFE4 BFE8 12/20 08:12:13.691 10 Installer.cs(867) WARNING Installer.LaunchMsi : Install failed
    BFE4 BFE8 12/20 08:12:13.807 10 BackEnd.cs(1544) WARNING BackEnd.InstallproductMsi : Failed to install Microsoft Azure Recovery Services Agent error 1603 
    BFE4 BFE8 12/20 08:12:13.807 10 BackEnd.cs(1544) WARNING Exception :Microsoft.Internal.EnterpriseStorage.Dls.Setup.Exceptions.MsiInvokeException: Se produjo una excepción de tipo 'Microsoft.Internal.EnterpriseStorage.Dls.Setup.Exceptions.MsiInvokeException'.
    BFE4 BFE8 12/20 08:12:13.807 10 BackEnd.cs(1544) WARNING    en Microsoft.Internal.EnterpriseStorage.Dls.Setup.Wizard.Installer.Install()
    BFE4 BFE8 12/20 08:12:13.807 10 BackEnd.cs(1544) WARNING    en Microsoft.Internal.EnterpriseStorage.Dls.Setup.BackEnd.InstallproductMsi(InstallerMessageEventHandler MsgEventHandler, InstallerProgressEventHandler ProgEventHandler)
    BFE4 BFE8 12/20 08:12:13.807 10 BackEnd.cs(1544) WARNING *** Mojito error was: InstallFailed; 1603; WindowsAPI 
    BFE4 BFE8 12/20 08:12:13.814 10 SilentInstall.cs(171) FATAL Error while trying to install Programa de instalación de Agente de Microsoft Azure Recovery Services:No se pudo instalar Agente de Microsoft Azure Recovery Services.
    BFE4 BFE8 12/20 08:12:13.814 10 SetupWizard.cs(293) NORMAL RunSetup : Microsoft.Internal.EnterpriseStorage.Dls.Setup.BackEndException: No se pudo instalar Agente de Microsoft Azure Recovery Services.
    BFE4 BFE8 12/20 08:12:13.814 10 SetupWizard.cs(293) NORMAL    en Microsoft.Internal.EnterpriseStorage.Dls.Setup.SilentInstall.Install()
    BFE4 BFE8 12/20 08:12:13.814 10 SetupWizard.cs(293) NORMAL    en Microsoft.Internal.EnterpriseStorage.Dls.Setup.Wizard.SetupWizard.RunSetup()
    BFE4 BFE8 12/20 08:12:13.815 10 SetupWizard.cs(302) WARNING SetupWizard.LaunchSetup:: Exception: 810
    BFE4 BFE8 12/20 08:12:13.815 10 SetupWizard.cs(302) WARNING No se pudo instalar Agente de Microsoft Azure Recovery Services.
    BFE4 BFE8 12/20 08:12:13.815 10 SetupWizard.cs(187) WARNING SetupWizard.LaunchSetup:: Exception : Microsoft.Internal.EnterpriseStorage.Dls.Setup.BackEndException: No se pudo instalar Agente de Microsoft Azure Recovery Services.
    BFE4 BFE8 12/20 08:12:13.815 10 SetupWizard.cs(187) WARNING    en Microsoft.Internal.EnterpriseStorage.Dls.Setup.SilentInstall.Install()
    BFE4 BFE8 12/20 08:12:13.815 10 SetupWizard.cs(187) WARNING    en Microsoft.Internal.EnterpriseStorage.Dls.Setup.Wizard.SetupWizard.RunSetup()
    BFE4 BFE8 12/20 08:12:13.815 10 SetupWizard.cs(187) WARNING    en Microsoft.Internal.EnterpriseStorage.Dls.Setup.Wizard.SetupWizard.LaunchSetup()
    BFE4 BFE8 12/20 08:12:13.816 10 SetupWizard.cs(709) NORMAL SetupWizard.ReleaseSetupMutex : Release setup mutex
    BFE4 BFE8 12/20 08:12:13.819 10 Program.cs(62) WARNING Setup Main::The Backend exception received errorID:810

    BFEI don't know what to do anymore :-(
    Friday, December 20, 2019 8:35 AM

All replies

  • Hi Hector - just to make sure - you are downloading the agent from https://aka.ms/azurebackup_agent - correct?

    At which point in the installation process does the failure occur?

    hth
    Marcin

    Friday, December 20, 2019 1:58 PM
  • Check for following registry keys
    Under uninstall you will see lot of GUIDS. You will have to navigate through these GUIDS and figure out which one is for the MAB.
    Check for “DIsplayName” REG_SZ it should have value “Microsoft Azure Recovery Services Agent”. Once you have found the GUID which was {FFE6D16C-3F87-4192-AF94-DDBEFF165106} in my case.  Look for “UninstallString” REG_EXPAND_SZ. Double click on “UninstallString” and copy string in it.
    In my case it was “MsiExec.exe /X{FFE6D16C-3F87-4192-AF94-DDBEFF165106}”.
    Paste “MsiExec.exe /X{FFE6D16C-3F87-4192-AF94-DDBEFF165106}” without quotes in run windows and execute it.

    This will trigger uninstall wizard. Finish the uninstall wizard.

    Under registry key look for following registry keys take backup of them and delete them.
    HKEY_CLASSES_ROOT\Installer\Features\C61D6EFF78F32914FA49DDEBFF611560
    HKEY_CLASSES_ROOT\Installer\Products\C61D6EFF78F32914FA49DDEBFF611560
    HKEY_CLASSES_ROOT\Installer\UpgradeCodes\9E3CC81A48FC05646B4407520C8CC01D
    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows Azure Backup
    HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\obengine

    Services console:
    Check Services console and see if you have “Microsoft Azure Recovery Services Agent”. To delete the service run following command:
    sc delete obengine

    Check if service is gone from the Services console. If needed please reboot the server.
    Friday, December 20, 2019 2:08 PM
    Moderator

  • Yes, I download from https://aka.ms/azurebackup_agent. 
    * I have tried previous clients, and remove to re-download. I even download to other Servers.

    I had already found in the forum how to clean the registry with those same steps, run the uninstaller and also gave problems to uninstall. I succeeded in uninstalling it with https://support.microsoft.com/en-us/help/17588/windows-fix-problems-that-block-programs-being-installed-or-removed 

    I already deleted the strings and restarted a few times.
    HKEY_CLASSES_ROOT\Installer\Features\C61D6EFF78F32914FA49DDEBFF611560
    HKEY_CLASSES_ROOT\Installer\Products\C61D6EFF78F32914FA49DDEBFF611560
    HKEY_CLASSES_ROOT\Installer\UpgradeCodes\9E3CC81A48FC05646B4407520C8CC01D
    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows Azure Backup
    HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSetServices

    And I keep getting the same failure. I can't find the problem.

    I pasted in pastebin both logs. https://pastebin.com/nCv8yPKF


    Saturday, December 21, 2019 12:30 AM
  • Went through the logs, couldn't find any useful information or error details that would help troubleshooting this issue further. IMO, this issue will be better handled as a support request. Recommend you to reach out to Azure technical support team by creating a support ticket. Let us know if you've any blockers/limitations creating a support request.

    Monday, December 23, 2019 6:35 AM
    Moderator
  • I don't have a paid subscription to contact support :-(
    Monday, December 23, 2019 2:39 PM
  • Could you send me your subscription ID to AzCommunity[AT]Microsoft dot com, add "Attn: Sadiqh Ahmed" to the subject line, and the link to this forum for context. I will enable a free support ticket so that the issue can be escalated to the responsible team for immediate help.
    Tuesday, December 24, 2019 9:13 AM
    Moderator
  • Thank you. Sorry I'm late, but I was on vacation for a few days

    I just sent the mail with the subscription number. 

    Thank you very much.
    Friday, January 10, 2020 9:10 AM