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arcserve-KB : The RHA engine installation fails at the registering service part and rolls back all the changes

Last Update: 2016-04-25 14:37:33 UTC

Description:

You try to install the Arcserve RHA engine service and at the very end of the installation where it is registering the service it fails and then rolls back all the changes it made and you can't install the engine. 

You may see the following in your Windows application event logs when this failure occurs:

'Event Source: MsiInstaller
Event Category: None
Event ID: 11708
Date: 1/7/2014
Time: 10:07:12 PM
User: Domain\Administrator
Computer: TestMachine1
Description:
Engine -- Installation operation failed.
 '

You may get the following box after being alerted the changes are being rolled back:

Solution:

The certificate authority VeriSign recently updated some of it's root certificates and as a result your windows servers need to also be updated accordingly to recognize them.  To do this you can either run windows updates on the affected servers and apply any certificate updates and then reboot the machine.  You can also download the following file and run it on the affected server to resolve this issue.  This file does not have a GUI it will take just a second to run and then after you should do the engine installation again: http://www.microsoft.com/en-ie/download/details.aspx?id=29434

The following section was added to the RHA 16.5.1 installation guide regarding this change to VeriSign:

Install the Engine Using the Setup.exe Installation File

To install CA ARCserve RHA Engine using the Setup.exe file

  1. Double-click the Setup.exe installation file. The CA ARCserve RHA Installation wizard appears.

Important! Symantec updated some digital signatures and this could cause the Digital Signature related error while installing the CA ARCserve RHA engine. To resolve this issue, see http://www.symantec.com/docs/TECH200797.

If you have run windows updates and applied any new certificate updates and then rebooted or you installed the rootsupd.exe file above and you still are facing this engine install issue please review the information below to resolve this issue.

We need to find out what part of the installation is failing and one method to do this is to install the engine from a command prompt using verbose output.  To do this do the following:

1. Open a command prompt and navigate to the directory where the Arcserve RHA engine service install file lives.  This file should either be called CAARCserveRHAEngine.exe for 32 bit servers or CAARCserveRHAEngine64.exe for 64 bit servers. 

2.  C:\CAARCserveRHAEngine64.exe /v'/qn /norestart /l* C:\tempinstall.log' 

*Note, you must change the path above to match the path where your engine installation file actually exists.  If the engine install file is located in d:\files then the command would be: D:\files\CAARCserveRHAEngine64.exe /v'/qn /norestart /l* C:\tempinstall.log'

3. After running that command check the root of the C drive for the 'tempinstall.log' file.  This file will contain the reason for the failure, it may be necessary to contact support and work with us in order to resolve this issue. 

In a recent case where this issue was occuring the customer ran this command and the output log indicated the install was failing to install the RHA driver (xomf3.sys) because it was trying to attach an expired or invalid certificate to the driver. 

To resolve this I had to do the following:

1. I had the customer the customer copy the driver (xomf3.sys) and another driver file (xomf3.ini) from another machine to the machine in question.  These 2 files are located in the 'xomf' folder which is in the engine folder in the install path of RHA.  If you have windows 2008 these file names will be xomf8.sys and xomf8.ini. 

2. We then right clicked on the xomf3.sys file and went to 'properties', then 'digital signatures',  clicked on the driver in the list and then clicked on 'details', then 'view certificate'. 

3. Now the certificate comes up, next click on 'install certificate'

 

4. Next, click on 'place all certificates in the following store' , then click 'browse'
5.  Now click the box for 'show physical stores', then expand 'trusted publishers' and click on 'local computer' and then click 'ok'.
6.  Now click ok to save and close all the certificates windows.  Now go back to the xomf3.ini or xomf8.ini file and right click on it and choose 'install'.  This should install the driver into the windows\system32\drivers folder with a good certificate.  You can now run through the engine installation again and it should work now that the driver cert issue is cleared up. 
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    Brandon McSherry

    Microsoft link no longer works