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Error 1603 on install step "Copying the Service Desk files" if LDMS Console 9.5 is installed

VERSION 1 
Created on: Mar 11, 2013 10:06 AM by Stu McNeill - Last Modified:  Mar 11, 2013 10:42 AM by Stu McNeill

Problem

When installing Service Desk the step Copying the Service Desk files fails.  On viewing the installation log you see the error:

 

ERROR: Execution of Service Desk MSI completed. Return code: 1603, State: Failure

 

Environment

This problem can occur with Service Desk version 7.5 and 7.5 SP1.

 

Cause

This can occur if version 9.5 of the LDMS Console is already installed.  To confirm this follow these steps:

 

1. Open the file C:\ProgramData\LANDesk\ServiceDesk\Install\7.5\Log\LANDesk.Install.ServiceDesk.MSI.log in Notepad.

2. Search for the phrase Executing op: ActionStart(Name=LDMS.Console.Integration.Install,,)

3. The next few lines should read as follows confirming that this is where the error occurred:

 

MSI (s) (94:7C) [16:15:44:578]: Executing op: ActionStart(Name=LDMS.Console.Integration.Install,,)

MSI (s) (94:7C) [16:15:44:579]: Executing op: CustomActionSchedule(Action=LDMS.Console.Integration.Install,ActionType=1042,Source=C:\Program Files (x86)\LANDesk\Service Desk\Console\LANDesk.ServiceDesk.Integration.exe,,)

MSI (s) (94:7C) [16:15:52:298]: Note: 1: 1722 2: LDMS.Console.Integration.Install 3: C:\Program Files (x86)\LANDesk\Service Desk\Console\LANDesk.ServiceDesk.Integration.exe 4: 

MSI (s) (94:7C) [16:15:52:299]: Note: 1: 2205 2:  3: Error

MSI (s) (94:7C) [16:15:52:299]: Note: 1: 2228 2:  3: Error 4: SELECT `Message` FROM `Error` WHERE `Error` = 1722

CustomAction LDMS.Console.Integration.Install returned actual error code -1073741819 (note this may not be 100% accurate if translation happened inside sandbox)

MSI (s) (94:7C) [16:15:52:299]: Note: 1: 2205 2:  3: Error

MSI (s) (94:7C) [16:15:52:299]: Note: 1: 2228 2:  3: Error 4: SELECT `Message` FROM `Error` WHERE `Error` = 1709

MSI (s) (94:7C) [16:15:52:299]: Product: LANDesk Service Desk -- Error 1722. There is a problem with this Windows Installer package. A program run as part of the setup did not finish as expected. Contact your support personnel or package vendor.  Action LDMS.Console.Integration.Install, location: C:\Program Files (x86)\LANDesk\Service Desk\Console\LANDesk.ServiceDesk.Integration.exe, command: 

 

MSI (s) (94:7C) [16:15:52:385]: User policy value 'DisableRollback' is 0

MSI (s) (94:7C) [16:15:52:385]: Machine policy value 'DisableRollback' is 0

Action ended 16:15:52: InstallFinalize. Return value 3.

 

This issue occurs because when Service Desk is installed, upgraded, or uninstalled it runs a small tool in the Console folder called LANDesk.ServiceDesk.Integration.exe to set up (or remove) COM+ objects required for integration with LDMS.  Service Desk 7.5 and 7.5 SP1 are shipped with integration designed for LDMS 9.0 SP2 and if this tool finds that version 9.5 is installed it fails to read the version details properly.  This causes the tool to crash which in turn causes the installation step to fail.

 

Solution

A value can be added to the registry to avoid the LANDesk.ServiceDesk.Integration.exe tool from failing.  Run the following steps to apply this:

 

1. Save the attached ZIP file (either 32-bit or 64-bit depending on the version of Windows with the issue) and extract the .reg file inside it.

2. Place this .reg file on the PC or server suffering the error.

3. Run the .reg file and press Yes when prompted.

4. Re-run the Service Desk setup - it should retry from the step that failed.  If the setup is still open press the Try Again button.

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