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arcserve-KB : UDP | Unable to launch the UDP Agent console post instalation

Last Update: 2018-04-27 16:22:23 UTC
Description: 

After the Installation of the  UDP Agent  unable to launch the UDP Agent console.

Verified from the “AgentUpdate.log” and found that though installation of UDP Agent GA version was successful, but the installation failed when installing Update

Location of “AgentUpdate.log”
C:\Windows\Temp\ARCserve\ARCserve\Setup\UDP\Update\Update_XXXXXXXXXX\AgentUpdate.log

Cause:  

The root reason for error 1402, is that Microsoft Windows Installer doesn't have sufficient access to some system registry entries and its an environment issue.

Excerpts from  the AgentUpdate.log:

MSI (s) (D0:48) [15:01:25:671]: Note: 1: 1402 2: UNKNOWN\Components\3952C1BBE9CA3744BA7851A9BC6B885D\80E1DAAC33CFF2645B8FEDB967F5C2E1 3: 5

MSI (s) (D0:48) [15:01:25:671]: Product: arcserve UDP Agent -- Error 1402.Could not open key: UNKNOWN\Components\3952C1BBE9CA3744BA7851A9BC6B885D\80E1DAAC33CFF2645B8FEDB967F5C2E1. System error 5. Verify that you have sufficient access to that key, or contact your support personnel.

Error 1402.Could not open key: UNKNOWN\Components\3952C1BBE9CA3744BA7851A9BC6B885D\80E1DAAC33CFF2645B8FEDB967F5C2E1. System error 5. Verify that you have sufficient access to that key, or contact your support personnel.

Solution:

The following steps will help to handle the above observed error: 

1. Ensure that we are logged on to the node with Administrator account (or any other account which has Administrator privileges)

2. Disable User Account Control on the node.

3. To handle Error 1402, we can try the following

Note : Backup the Registry before making any changes

3.a) Go to Start – Run – Regedit

3.b) Navigate to the following Item,

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Components

As in the above e.g., locate the Parent GUID “3952C1BBE9CA3744BA7851A9BC6B885D”

3.c) Right click on Parent key “3952C1BBE9CA3744BA7851A9BC6B885D”, go to Permissions and add “Administrator” (or the user account that we are using for installation) and give it “Full Control” on this key.

3.d) Click on  'Advanced' button, go to “Permissions” tab and select the check box 

'Replace all child objects Permissions with inheritable permissions from this object' and click on “Apply”

3.e) Next go to the tab for  “Owner” 

(To get to the option for “Owner”, right click on Parent GUID in this article, it is “3952C1BBE9CA3744BA7851A9BC6B885D”, right click GUID and select Permissions and then click on “Advanced” button)








Under Change owner to: select Administrators (Local Administrators Group in case of Member servers and Domain Administrators Group in case of Domain Controller)

Then select the Checkbox “ Replace owner on subcontainers and objects” and click Apply.




or we can assign full permissions for all the keys under,

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Components


4. We can now proceed to install just the Update
Or
Uninstall UDP GA version.
Try installing UDP Agent setup (GA + Update) again.

Note : This document was specifically with installation of UDP Agent, however, we can run into this issue with installation of Various Arcserve products and same document can be referred.

 

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