Failed Installation

A failed installation can occur. If it does, the LOG file can be helpful in troubleshooting the issue.

Each action that takes place during an installation will return a value and log it as return value #.

If the failure occurred during the installation, search for the phrase return value 3 in the LOG file.
There should be other information immediately before or after this line that can identify where and why the installation failed.

If a failure occurs before the installation begins:

Verify the command line entered is correct, including spelling of the path entered to the MSI file.

Example 1: UAC issue

MSI (s) (B8:D0) [08:57:16:681]: Note: 1: 2203 2: \\server\share\msi\SysTrackCloudEdition.msi 3:-2147023570

MSI (s) (B8:D0) [08:57:16:681]:MainEngineThread is returning 1620

MSI (c) (4C:68) [08:57:16:697]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied. Counter after decrement: -1

MSI (c) (4C:68) [08:57:16:697]: MainEngineThread is returning 1620

=== Verbose logging stopped: 7/9/2019 8:57:16 ===

Information: User was logged on as local admin on a system launching the MSI as administrator through a command prompt window.

Troubleshoot: the example above shows the following return codes:

-2147023570 = unknown username or bad password
1620 = this installation package could not be opened.
The path used to launch the MSI file pointed to a network share (\\server\share...).

Possible Solution:

Change UAC settings to allow the MSI installation to occur.
Do not use a shared path. Copy MSI file to your local system and launch the MSI pointing to the local path.

Example 2: This is all the information displayed in the log

MSI (s) (78:A0) [09:29:34:328]: Note: 1: 2203 2: c:\sms464\SysTrackCloudEdition.msi 3:-2147287038

MSI (s) (78:A0) [09:29:34:328]: MainEngineThread is returning 2

MSI (c) (A8:DC) [09:29:34:328]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied. Counter after decrement: -1

MSI (c) (A8:DC) [09:29:34:328]: MainEngineThread is returning 2

=== Verbose logging stopped: 7/9/2019 9:29:34 ===

Few lines of information in an installation log also may indicate the wrong path or incorrect syntax was entered in a command line.
The example above shows the return error -2147287038 which translates to mean 1% could not be found.
In this case, an incorrect path to SysTrackCloudEdition.msi was entered in the command line.

Solution: Rewrite the command line with the correct path and restart the installation.

Example 3: Did not install prerequisites before installing SysTrackCloudEdition.msi

MSI (s) (A0:64) [11:34:06:483]: Executing op: ServiceControl(,Name=LsiAgent,Action=1,Wait=1,)

MSI (s) (A0:64) [11:34:36:514]: Product: Systems Management Agent -- Error 1920.Service Systems Management Agent (LsiAgent) failed to start. Verify that you have sufficient privileges to start system services. Error 1920.Service Systems Management Agent (LsiAgent) failed to start. Verify that you have sufficient privileges to start system services.

MSI (s) (A0:64) [11:34:36:514]: User policy value 'DisableRollback' is 0

MSI (s) (A0:64) [11:34:36:514]: Machine policy value 'DisableRollback' is 0

Action ended 11:34:36: InstallFinalize.Return value 3.

Search for “return value 3” and read lines above where found.
Information indicates the Systems Management Agent (LsiAgent) failed to start.
This error does occur when SysTrackCloudEdition.msi is installed before the prerequisite vcredist executables are installed.

Possible Solution: Determine if the Visual C++ 2019 redistributables were successfully installed and if a reboot was required from them to complete their installations before installing SysTrackCloudEdition.msi.