arcserve-KB : Upgrade of engine to r15.0 fail with 1720 Windows Installer error.

Last Update: 2016-04-18 09:56:36 UTC


Components:XOSOFT Replication: 15.0
Last Modified Date:    04/15/2011
Document ID:    TEC545476
Tech Document
Title:  Upgrade of engine to r15.0 fail with 1720 Windows Installer error.


This document will give steps for resolving 1720 Windows Installer error when upgrading the Engine to ARCserve RHA r15.0


IMPORTANT: This article contains information about modifying the registry.
Before you modify the registry, make sure to create a back up of the registry and ensure that you understand how to restore the registry if a problem may occur.
For more information about how to back up, restore, and edit the registry, please review the relevant Microsoft Knowledge Base articles on

When upgrading the Engine from old version of XOsoft to ARCserve RHA r15.0, the upgrade fails with the following error.

Error: 1720 Windows installer There is a problem with this Windows Installer package. A script required for this install to complete could not be run. Contact your support personnel or package vendor.

The same error appears even after uninstalling the old versioned engine from Add or Remove Programs.

The following are the steps that can be tried to solve the problem.

  1. Check Add or Remove Programs if there are any traces of old engine still existing. If found any, Microsoft cleanup utility can be used to uninstall the old version of the engine. 
  2. Open registry editor. Start->Run->regedit. 
  3. Delete the following registry keys. 

    • HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\Services\CAARCserveRHAEngine
    • HKEY_LOCAL_MACHINE\SYSTEM\ControlSet003\Services\CAARCserveRHAEngine
    • HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\CAARCserveRHAEngine. 
    • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\DIFx\DriverStore\xomf3_F04EDCFE8FBDA838D23B1DD2791FE2E5E18F576F
    • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\DIFx\DriverStore\xorw3_2E750CE0EB35EA4051C34E2B121431E96C21ADE6
    • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\DIFxApp\Components\{C0B33A24-C388-4B86-8CB9-8B1A2541C551}
    • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\DIFxApp\Components\{E2D5349D-8214-42C2-8836-F2988FD71680} 
  4. After deleting the above keys, close the registry editor.
  5. Reboot the server. (Reboot is required as the changes are made to the registry)
  6. Try installing the engine again. The error will not appear again.


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