Unable to install Management Server - failure to install Business Objects

  • ID dell'articolo: 116231
  • Aggiornato il: 27 ago 2013

Issue

At the end of the installation you see the following error:

Sophos Enterprise Console 5.0.0 Installation Failed

Unable to install Management Server
The MSI terminated unexpectedly.

Important:  If you have not already done so please also read the parent article to this issue for related/ similar errors to ensure this article applies: Sophos Enterprise Console...Installation Failed.

First seen in

Enterprise Console 5.0.0

Fixed in
Enterprise Console 5.0.0 - Build H3 released on 13th December 2011

Cause

This is a high-level error and only mentions that the MSI returned an error.

However a known issue for this error is that the BusinessObjects 11.5 is already installed on the computer when the Sophos Enterprise Console 5.0.0 install is run.

What To Do

  1. Confirm that the error message you have in your "Sophos_bootstrapper<DATE><TIME>.log" (found in the installing users temporary directory, i.e. %temp%)
     contains the same error as shown in the Technical Information section below.  

  2. Extract the file SmAgentApi.dll from the file "Crystal.cab" as found in the following location: "C:\sec_50\ServerInstaller\Crystal.cab".

    NOTE: The file in the archive will start with the file name "smAgentAPI.dll" but will have series of numbers and letters after it.  Please extract the file and rename it to SmAgentApi.dll.

  3. Copy the extracted SmAgentApi.dll file into the following location:
    "C:\Program files\Business Objects\BusinessObjects Enterprise 11\win32_x86\plugins\auth\secLDAP\"

    NOTE: This path may not exist, if not please create the path exactly as shown above.
    NOTE: On a 64-bit machine, the path would be:
    "C:\Program files (x86)\Business Objects\BusinessObjects Enterprise 11\win32_x86\plugins\auth\secLDAP\"
  4. Re-run the SEC 5.0 installer.

If this has not resolved the issue please see the parent article to this issue for related/ similar errors and further troubleshooting advice: Sophos Enterprise Console...Installation Failed.


Technical Information

The Sophos_bootstrapper<DATE><TIME>.log shows:

<DATE> <TIME>, INFO : About to install Server64.msi
<DATE> <TIME>, INFO : Processing INSTALLMESSAGE_ERROR or INSTALLMESSAGE_FATALEXIT message from MSI. Installer message: Module C:\Program Files (x86)\Business Objects\BusinessObjects Enterprise 11\win32_x86\plugins\auth\secLDAP\secldap.dll failed to register. HRESULT -2147024770. Contact your support personnel.
<DATE> <TIME>, INFO : Deactivate state: Installing
<DATE> <TIME>, INFO : Activate state: Failing
<DATE> <TIME>, INFO : Installation of Server64.msi failed with error code: 1603
<DATE> <TIME>, INFO : Ended installing Server64.msi

The Sophos_Server64msi<DATE><TIME>.log shows:

MSI (s) (38:20) [<TIME>]: Executing op: SetTargetFolder(Folder=C:\Program Files (x86)\Business Objects\BusinessObjects Enterprise 11\win32_x86\plugins\auth\secLDAP\)
MSI (s) (38:20) [<TIME>]: Executing op: RegSelfReg(File=secldap.dll,FileID=secldap.dll.83845F71_707E_4AC4_B493_BDCA5EFDA4FD) CustomAction +secldap.dll.83845F71_707E_4AC4_B493_BDCA5EFDA4FD returned actual error code -2147024770 (note this may not be 100% accurate if translation happened inside sandbox)
MSI (s) (38:20) [<TIME>]: Product: Sophos Management Server -- Error 1904. Module C:\Program Files (x86)\Business Objects\BusinessObjects Enterprise 11\win32_x86\plugins\auth\secLDAP\secldap.dll failed to register. HRESULT -2147024770. Contact your support personnel.
MSI (s) (38:20) [<TIME>]: User policy value 'DisableRollback' is 0
MSI (s) (38:20) [<TIME>]: Machine policy value 'DisableRollback' is 0
Action ended <TIME>: InstallFinalize. Return value 3.

 
Per maggiori informazioni o per assistenza, vi preghiamo di contattare il supporto tecnico.

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