Cannot Install: Failed to initialize setup program

[joshbula]

I tried to update from 1.5 to 2.1.0.423 and I got an error message saying the original installation files were not available for SQL 2012.

I thought I'd try uninstalling to do a new clean install and got a similar message saying the original Veeam installation files were not available.

I then ran the Microsoft Program Install and Uninstall troubleshooter to uninstall Veeam Endpoint.

Now I'm trying to do a clean install of Veeam Agent for Windows 2.1.0.423 and it's failing with the message "Failed to initialize setup program. Refer to setup logs for details."

I have also uninstalled SQL Server 2012 LocalDB and everything else relating to SQL Server 2012, rebooted, and tried again. Same error. Same logs.

The complete installation Log:

Code: Select all

2018-02-21 10:49:20 [INFO ] Bootstrapper execution - started.
2018-02-21 10:49:20 [INFO ] Commandline processing - started.
2018-02-21 10:49:20 [INFO ] Commandline option: SfxPackage; Value: D:\Users\Josh.fmea\Downloads\VeeamAgentWindows_2.1.0.423\VeeamAgentWindows_2.1.0.423.exe
2018-02-21 10:49:20 [INFO ] Commandline processing - finished.
2018-02-21 10:49:20 [INFO ] Initializing.
2018-02-21 10:49:20 [INFO ] Initialization - finished. Starting bootstrap engine.
2018-02-21 10:49:20 [INFO ] Bootstrapper engine execution started.
2018-02-21 10:49:20 [INFO ] Checking required conditions.
2018-02-21 10:49:20 [INFO ] Performing condition check: Only this setup instance is running.
2018-02-21 10:49:20 [INFO ] Mutex1 = Global\5997E3B8-6B78-43E9-A7BC-F2F9C691E0A0, Mutex2 = Global\173C0D79-5D2D-41DF-A746-28D967D96EA0
2018-02-21 10:49:20 [INFO ] Condition check - passed.
2018-02-21 10:49:20 [INFO ] Performing condition check: Elevated privileges.
2018-02-21 10:49:20 [INFO ] Condition check - passed.
2018-02-21 10:49:20 [INFO ] Performing condition check: OS version.
2018-02-21 10:49:20 [INFO ] OS version check function execution started.
2018-02-21 10:49:20 [INFO ] Warning! Setup application should not be launched in compatibility mode.
2018-02-21 10:49:20 [INFO ] Condition check - passed.
2018-02-21 10:49:21 [INFO ] Performing condition check: Installed products.
2018-02-21 10:49:21 [UI MESSAGE] Failed to initialize setup program. Refer to setup logs for details.
2018-02-21 10:49:22 [UI MESSAGE] Interaction result: OK
2018-02-21 10:49:22 [ERROR] Bootstrapper has encountered a problem. Error details: This action is only valid for products that are currently installed.

It looks like it's failing after Performing condition check: Installed products... what installed products is it checking for?

What should I try next?

[Dima P.]

Hello Josh,

Please PM me your contact email address, I'll ask support team to reach you.

[joefil]

Can you please post the answer as I face the same problem.
Thanks

[Mike Resseler]

Hi Joefil,

Maybe best to PM Dima your email address also (refer with this topic link) as we don't have the OP's case #. So I can't check what the issue might have been
Cheers
Mike

[joshbula]

The support team has finally been able to solve this for me. Here are the steps they had me go through:

Use a tool such as 7zip to extract all the files out of the exe

Install everything in the Redistr folder (it's the .net framework, and SQL Server Local DB stuff)

Try running the .msi from the Endpoint folder. This is what failed for me with an error "Local Administrator privileges are required to install the product" even though I was logged in with a local administrator account

Open an administrative command prompt and run the msi file with verbose logging:
"Veeam_B&R_Endpoint_x64.msi" /L*V "c:\temp\install.log"

That failed for me with the error "Failed to create RecoveryMediaUpdateRequired registry value."

Open regedit and create the key HKEY_LOCAL_MACHINE\SOFTWARE\Veeam\Veeam Endpoint Backup\RecoveryMediaUpdateRequired
Type: REG_SZ
Value: 0

When I ran the .msi again from the administrative command prompt, it installed successfully.

[jcmachadouga]

Only difference is a typo you had in this:

"Veeam_B&R_Endpoint_x64.msi" /L*V "c:\temp\install.log"

The correct syntax is "Veeam_B&R_Endpoint_x64.msi" /LV* "c:\temp\install.log"

Thanks but still the same issue

[Mike Resseler]

Juan,

Where is it exactly failing? After you run that .msi with the parameters? Still the same errors as the OP's error?

[stephenbnb]

Running into the same issue, there are 5 other forum threads describing what appears to be the same issue - yet NONE of them contain the steps to actually RESOLVE the issue (if there is a fix, that is) - tried the "Veeam_B&R_Endpoint_x64.msi" /L*V "c:\temp\install.log" step recommended here, but the only difference it makes it that the installer launches... but immediately fails with the error "The wizard was interrupted before Veeam Agent for Microsoft Windows could be completely installed." If I just try to run the installer EXE normally, it fails before the install wizard even launches - with the error "Failed to initialize setup program. Refer to setup logs for details."

When I try with arguments added to specify the log file location, this appears to be relevant error in the logs:

Action 9:33:22: VeeamEndpointValidateInstalledVersionAction. Checking upgrade possibility...
***Veeam*** Setup was unable to check installed version. Error code: 0x00000645.

Unfortunately, that lacks any useful specifics - namely WHAT it's checking to determine "upgrade possibility" - the existence of a specific folder? The existence or contents of a specific file? The alignments of Mercury & Jupiter? Patterns in chicken entrails? Who knows!

And also unfortunately, the threads on the issue all seem to end without any resolution provided - and most of them end with a recommendation to open a support ticket, but don't include any follow-up details detailing the results or the fix (again, if any). Given that the issue seems to have occurring as far back as the 1.x versions, is there any chance that it will ever actually be addressed properly?

Speaking of support tickets, that was what I tried first - assuming that if I started a support thread, then I just get told to do that anyway... but when I did, the only response it received basically said that Veeam support couldn't be bother to provide actual support for the issue - and even for that just that, the turnaround time was 48 hours.

[wishr]

Hi Stephen,

Welcome to Veeam Community Forums!

Could you please share your support case ID with us?

Thanks

[Duri]

Hello,
I have the same problem, a tried steps from forum threads but any one help resolve problem. Veeam quit when trying start service..

Code: Select all

Action 21:47:25: . 
MSI (s) (20:D4) [21:47:25:691]: Executing op: ActionStart(Name=StartServices,Description=Starting services,Template=Service: [1])
Action 21:47:25: StartServices. Starting services
MSI (s) (20:D4) [21:47:25:691]: Executing op: ProgressTotal(Total=1,Type=1,ByteEquivalent=1300000)
MSI (s) (20:D4) [21:47:25:691]: Executing op: ServiceControl(,Name=VeeamEndpointBackupSvc,Action=1,Wait=1,)
StartServices: Service: Veeam Agent for Microsoft Windows
Error 1920.Service Veeam Agent for Microsoft Windows (VeeamEndpointBackupSvc) failed to start.  Verify that you have sufficient privileges to start system services.
MSI (s) (20:E0) [21:53:23:426]: I/O on thread 5824 could not be cancelled. Error: 1168
MSI (s) (20:E0) [21:53:23:426]: I/O on thread 5456 could not be cancelled. Error: 1168
MSI (s) (20:E0) [21:53:23:426]: I/O on thread 5844 could not be cancelled. Error: 1168
MSI (s) (20:E0) [21:53:23:426]: I/O on thread 1348 could not be cancelled. Error: 1168
MSI (s) (20:E0) [21:53:23:426]: I/O on thread 4100 could not be cancelled. Error: 1168
MSI (s) (20:E0) [21:53:23:426]: I/O on thread 5108 could not be cancelled. Error: 1168
MSI (s) (20:E0) [21:53:23:426]: I/O on thread 3512 could not be cancelled. Error: 1168
MSI (s) (20:D4) [21:53:23:426]: Product: Veeam Agent for Microsoft Windows -- Error 1920.Service Veeam Agent for Microsoft Windows (VeeamEndpointBackupSvc) failed to start.  Verify that you have sufficient privileges to start system services.

My ticket ID# 03812695

[Dima P.]

Hello Duri,

I've asked support team to review your case details. Cheers!

[ThaVWMan]

Was this ever resolved?

[Vitaliy S.]

In the previous case, the possible root cause of the issue was insufficient permissions to start the service, but Juraj didn't respond to confirm it. Try launching the setup using the local admin credentials. If this doesn't help, please contact our support team for assistance. Thanks!

[ICHAPMAN]

Hi,

Struggled with a similar issue for several days with getting any version reinstalled. In my installation log was:

***Veeam*** Setup was unable to check installed version. Error code: 0x00000645.

After studying Process Monitor during my installation attempt, I finally pin it down in my case to an Upgrade Code registry entry. I have to remove the entry:

HKEY_CLASSES_ROOT\Installer\UpgradeCodes\8914CA77C66ABE547AC974809A45DE17

Once this had been removed (actually I just renamed it) - installation of the latest V4 product proceeded successfully.

Hope this might help someone.

Iain.

[scooter]

Hi All,

This issue surfaced for me recently and I used joshbula's fix along with ICHAPMAN's. Thank you so much all contributors!

Regards Scott

[Dima P.]

Hello Scott,

Thank you for the update! Can you please clarify what version you were installing?

[insaneAndInvalid]

The REG edits above worked for me along with manually installing the certs in the full chain used to sign the software. For those like me who are newbs or need more detailed instructions, I had to manually install VeeamTransport, LogBackupService_X64 and GuestAgent_x64.msi on the backup proxy. I copied the files at the locations below to the remote device called "Backup server". After making the REG edits suggested above and manually installing the certs in the cert chain to the backup server, I was able to run the msi's from an administrative powershell console. Thanks for posting these helpful suggestions.

Veeam server: v11.0.1.1261
Veeam server O/S: Windows Server 2019 Standard
Backup server O/S: Windows Server 2019 Standard
Backup server msi's installed: VeeamGuestAgent_x64.msi, VeeamLogBackupService_x64.msi, VeeamTransport.msi
The first 3 msi's can be found at C:\ProgramFilesx86\Veeam\BackupTransport\GuestInteraction\VSS\Packages. VeeamTransport.msi was found at C:\Program Files\Veeam\Backup and Replication\Backup\Packages

[BackItUp2020]

FWIW - this helped me as well! I needed to remove/rename that registry key and my new v12 agent installed properly. On a 2008 server I might add