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Question by aga, Apr 27, 2016 5:11 PM

Unable to install CES using local account

Hi

Im trying to install CES 7.0 x64 (8225) for Sitecore on Windows Server 2012 R2 using a local admin account. The wizard asks for the service account creds and I enter the user, pwl and enter the computer name in the domain. After this the wizard begins the install process. By this point, i see an event log entry that the acct was successfully logged in. After Coveo installs the services and tries starting them, there's some failure and everything is rolled back. in the event logs I see the following entry

> The CES7_x64 service was unable to log
> on as .\coveo_svc with the currently
> configured password due to the
> following error:  The user name or
> password is incorrect.
> 
> To ensure that the service is
> configured properly, use the Services
> snap-in in Microsoft Management
> Console (MMC).

I see that it's complaining about the creds but like i said earlier I see entries that it had successfully logged in the user. LIke this one:

An account was successfully logged on.

Subject:
    Security ID:        SYSTEM
    Account Name:       QA$
    Account Domain:     WORKGROUP
    Logon ID:       0x3E7

Logon Type:            5

Impersonation Level:        Impersonation

New Logon:
    Security ID:        QA\coveo_svc
    Account Name:       coveo_svc
    Account Domain:     QA
    Logon ID:       0x32F7DE
    Logon GUID:     {00000000-0000-0000-0000-000000000000}

Process Information:
    Process ID:     0x244
    Process Name:       C:\Windows\System32\services.exe

Network Information:
    Workstation Name:   QA
    Source Network Address: -
    Source Port:        -

Detailed Authentication Information:
    Logon Process:      Advapi  
    Authentication Package: Negotiate
    Transited Services: -
    Package Name (NTLM only):   -
    Key Length:     0

This event is generated when a logon session is created. It is generated on the computer that was accessed.

This VM is a standalone and is not part of a domain. This had never been an issue before, so can you please confirm that this hasnt changed?

Also worth mentioning, the service account is member of Admins and Users groups. And I also granted it log-on-as-service rights. I validated this by setting coveo_svc on one of the windows services and was able to start it successfully.

UPDATE 1: I enabled the windows installer logging and i couldnt identity anything. Here's a snippet leading up to the rollback

MSI (s) (20!3C) [17:54:51:875]: Closing MSIHANDLE (4114) of type 790531 for thread 1340
MSI (s) (20:FC) [17:54:54:284]: Closing MSIHANDLE (4106) of type 790542 for thread 4548
Action ended 17:54:54: CA_UncompressAndSetUpRabbitMQ3_2_1. Return value 1.
MSI (s) (20:C4) [17:54:54:284]: Doing action: RemoveExistingProducts
Action 17:54:54: RemoveExistingProducts. Removing applications
Action started 17:54:54: RemoveExistingProducts.
Action ended 17:54:54: RemoveExistingProducts. Return value 1.
MSI (s) (20:C4) [17:54:54:292]: Skipping action: SetSetAppPoolManagedRuntime (condition is false)
MSI (s) (20:C4) [17:54:54:292]: Skipping action: CA_SetAppPoolManagedRuntime (condition is false)
MSI (s) (20:C4) [17:54:54:292]: Skipping action: SetStartIISNet (condition is false)
MSI (s) (20:C4) [17:54:54:292]: Skipping action: StartIISNet (condition is false)
MSI (s) (20:C4) [17:54:54:292]: Doing action: StartServices
Action 17:54:54: StartServices. Starting services
Action started 17:54:54: StartServices.
MSI (s) (20:C4) [17:54:54:293]: Note: 1: 2205 2:  3: MsiPatchCertificate 
MSI (s) (20:C4) [17:54:54:293]: LUA patching is disabled: missing MsiPatchCertificate table
Action 17:54:54: GenerateScript. Generating script operations for action:
GenerateScript: Starting services
Action ended 17:54:54: StartServices. Return value 1.
MSI (s) (20:C4) [17:54:54:297]: Skipping action: SetReplaceRabbitMQAdministratorUser (condition is false)
MSI (s) (20:C4) [17:54:54:297]: Skipping action: CA_ReplaceRabbitMQAdministratorUser (condition is false)
MSI (s) (20:C4) [17:54:54:297]: Skipping action: SetStartCESMirrorService (condition is false)
MSI (s) (20:C4) [17:54:54:297]: Skipping action: StartCESMirrorService (condition is false)
MSI (s) (20:C4) [17:54:54:297]: Skipping action: StartCESMirrorServiceNoCheck (condition is false)
MSI (s) (20:C4) [17:54:54:297]: Skipping action: SetStartCESMirrorServiceRollback (condition is false)
MSI (s) (20:C4) [17:54:54:297]: Skipping action: StartCESMirrorServiceRollback (condition is false)
MSI (s) (20:C4) [17:54:54:297]: Doing action: SetStartCESService
Action 17:54:54: SetStartCESService. 
Action started 17:54:54: SetStartCESService.
MSI (s) (20:C4) [17:54:54:305]: PROPERTY CHANGE: Adding StartCESService property. Its value is 'net start CES7_x64'.
Action ended 17:54:54: SetStartCESService. Return value 1.
MSI (s) (20:C4) [17:54:54:305]: Doing action: StartCESService
Action 17:54:54: StartCESService. 
Action started 17:54:54: StartCESService.
StartCESService: 
Action ended 17:54:54: StartCESService. Return value 1.
MSI (s) (20:C4) [17:54:54:311]: Skipping action: StartCESServiceNoCheck (condition is false)
MSI (s) (20:C4) [17:54:54:311]: Doing action: SetStartCESServiceRollback
Action 17:54:54: SetStartCESServiceRollback. 
Action started 17:54:54: SetStartCESServiceRollback.
MSI (s) (20:C4) [17:54:54:318]: PROPERTY CHANGE: Adding StartCESServiceRollback property. Its value is 'net stop CES7_x64'.
Action ended 17:54:54: SetStartCESServiceRollback. Return value 1.
MSI (s) (20:C4) [17:54:54:318]: Doing action: StartCESServiceRollback
Action 17:54:54: StartCESServiceRollback. 
Action started 17:54:54: StartCESServiceRollback.
StartCESServiceRollback: 
Action ended 17:54:54: StartCESServiceRollback. Return value 1.
MSI (s) (20:C4) [17:54:54:321]: Skipping action: SetStartCESSliceService (condition is false)
MSI (s) (20:C4) [17:54:54:321]: Skipping action: StartCESSliceService (condition is false)
MSI (s) (20:C4) [17:54:54:321]: Skipping action: StartCESSliceServiceNoCheck (condition is false)
MSI (s) (20:C4) [17:54:54:321]: Skipping action: SetStartCESSliceServiceRollback (condition is false)
MSI (s) (20:C4) [17:54:54:321]: Skipping action: StartCESSliceServiceRollback (condition is false)
MSI (s) (20:C4) [17:54:54:321]: Skipping action: SetDeleteHotfixFiles (condition is false)
MSI (s) (20:C4) [17:54:54:321]: Skipping action: DeleteHotfixFiles (condition is false)
MSI (s) (20:C4) [17:54:54:321]: Skipping action: SetManageInstallerFilesDeletion (condition is false)
MSI (s) (20:C4) [17:54:54:321]: Skipping action: ManageInstallerFilesDeletion (condition is false)
MSI (s) (20:C4) [17:54:54:321]: Skipping action: ForceRollback (condition is false)
MSI (s) (20:C4) [17:54:54:321]: Doing action: InstallExecuteAgain
Action 17:54:54: InstallExecuteAgain. 
Action started 17:54:54: InstallExecuteAgain.
MSI (s) (20:C4) [17:54:54:322]: Running Script: C:\Windows\Installer\MSI7EBE.tmp
MSI (s) (20:C4) [17:54:54:369]: Note: 1: 2265 2:  3: -2147287035 
MSI (s) (20:C4) [17:54:54:369]: User policy value 'DisableRollback' is 0
MSI (s) (20:C4) [17:54:54:369]: Machine policy value 'DisableRollback' is 0
MSI (s) (20:C4) [17:54:54:370]: Executing op: Header

Thanks

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Comment by dblanchette, Apr 27, 2016 5:36 PM

What have you entered as a domain? I see "." in the first part of your question and "QA" in the second one. You would need to enter the computer name.

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Comment by aga, Apr 27, 2016 5:39 PM

I did enter the computer name "QA"

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Comment by dblanchette, Apr 27, 2016 5:47 PM

Could you please enable Windows Installer logging as per the instructions here: https://support.microsoft.com/en-ca/kb/223300 Under HKEYLOCALMACHINE\Software\Policies\Microsoft\Windows\Installer, add Reg_SZ: Logging Value: voicewarmupx

Afterwards, you will get a log MSI****.log in %TMP%.

Is this log any help?

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Comment by aga, Apr 27, 2016 6:05 PM

i enabled the logging and couldnt identity anything specific.

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Comment by dblanchette, Apr 27, 2016 6:17 PM

The log is normal up to the point you posted, please look for "Return value 3" in the log.

While this is not required, you also might want to try the installation after disabling UAC both in the Control Panel and in the registry as explained here: http://social.technet.microsoft.com/wiki/contents/articles/13953.windows-server-2012-deactivating-uac.aspx. It is important to reboot after disabling UAC or you will be in an invalid state.

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Comment by aga, Apr 27, 2016 6:20 PM

let me try to disable uac. I did locate the value 3 but nothing informative. Here's the link to the file.

https://www.dropbox.com/s/sg0w2f98kyb0scx/MSIef138.LOG?dl=0

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Comment by aga, Apr 27, 2016 6:37 PM

disabling UAC didnt help either :(

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Comment by Jean-François L'Heureux, Apr 28, 2016 8:30 AM

I see an error code 1603 just before the first "Return value 3". Does these articles may shed some light on the specific cause in your case:

  • https://support.microsoft.com/en-ca/kb/834484
  • https://www.msigeek.com/715/how-to-troubleshoot-the-error-1603-fatal-error-during-installation
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Comment by aga, Apr 28, 2016 8:49 AM

Jeff, I'll try out the stuff you sent. But if it is a windows installer issue then why would i get the bad username/password error?

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Comment by Jean-François L'Heureux, Apr 28, 2016 10:56 AM

That's a good question. I don't know.

Is your coveo_svc user configured to have its password changed at the first login or to expire after some time?

Gravatar for shirazi@rdacorp.com

Comment by aga, Apr 28, 2016 10:59 AM

It's not and i can validate that by seeing entries in the event log that it logged successfully. FYI, i verified the system folder permissions and also the short name settings mentioned in your articles

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Comment by Jean-François L'Heureux, Apr 28, 2016 1:39 PM

I really have no more ideas. I suggest you to escalate the problem to the Coveo Support team by creating a support ticket. Add a link to this discussion to your ticket.

Thank you,

Jeff

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Comment by Jean-François L'Heureux, May 3, 2016 2:53 PM

Did you read and follow the best practices regarding the local administrator account? https://onlinehelp.coveo.com/en/ces/7.0/administrator/aboutthecesservicelogon_account.htm

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Comment by aga, May 6, 2016 9:43 AM

Jeff, This issue is happening again. After turning on the installer logging i see this logging:

CustomAction CA_ReplaceRabbitMQAdministratorUser returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox) MSI (s) (94:68) [15:58:18:903]: Closing MSIHANDLE (4115) of type 790536 for thread 4372 Action ended 15:58:18: InstallExecuteAgain. Return value 3.

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Comment by dblanchette, May 6, 2016 10:36 AM

If you have an antivirus, you might want to try and disable it during the installation.

I see from the log file you posted on Dropbox, an error 0x80070002 (File not found) while trying to start the CES Service.

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