NutPile Install Issues - Service can't be started

[mrks]

Hello,

I have just installed the agent on a phyical machine which worked as expected (W10).

After that, I have created a second agent, downloaded the SW and tried to have it installed on a different system (again W10, but being a VM on Hyper-V). BTW: a rahter strange username and password was shown in the portal - for the first agent my username/pw set for the portal was used, now a guid like string.

After some time the agent's setup process says "Service 'NutPile Networks Service' (OtmService) failed to start. Verify that you have sufficient privileges to start the system services.". The installer ends wih 0x80070643 Fatal error during installation.

That is strange, since I was loggined in as and admin.

I can start the service manually , btw, but it stops immediately.

Any help is highly appreciated.

Thanks

M

14A8:2534][2020-05-26T12:16:16]i001: Burn v3.11.0.1701, Windows v10.0 (Build 18363: Service Pack 0), path: C:\Users\madmin\AppData\Local\Temp{C8FE4AEE-017E-41B1-804C-C224CF953A33}.cr\NutPile_Networks_Service_Installer_V1.58.2002_Release.exe

[14A8:2534][2020-05-26T12:16:16]i009: Command Line: '-burn.clean.room=C:\Users\madmin\Downloads\otm_1.58.2002_windows\NutPile_Networks_Service_Installer_V1.58.2002_Release.exe -burn.filehandle.attached=636 -burn.filehandle.self=632'

[14A8:2534][2020-05-26T12:16:16]i000: Setting string variable 'WixBundleOriginalSource' to value 'C:\Users\madmin\Downloads\otm_1.58.2002_windows\NutPile_Networks_Service_Installer_V1.58.2002_Release.exe'

[14A8:2534][2020-05-26T12:16:16]i000: Setting string variable 'WixBundleOriginalSourceFolder' to value 'C:\Users\madmin\Downloads\otm_1.58.2002_windows'

[14A8:2534][2020-05-26T12:16:16]i000: Setting string variable 'WixBundleLog' to value 'C:\Users\madmin\AppData\Local\Temp\NutPile_Networks_Service_20200526121616.log'

[14A8:2534][2020-05-26T12:16:16]i052: Condition '(VersionNT64 > v6.1) OR ((VersionNT64 = v6.1) AND (ServicePackLevel >= 1))' evaluates to true.

[14A8:2534][2020-05-26T12:16:16]i000: Setting string variable 'WixBundleName' to value 'NutPile Networks Service'

[14A8:2534][2020-05-26T12:16:16]i000: Setting string variable 'WixBundleManufacturer' to value 'NutPile Networks LLC'

[14A8:27E8][2020-05-26T12:16:16]i000: Setting numeric variable 'WixStdBALanguageId' to value 1033

[14A8:27E8][2020-05-26T12:16:16]i000: Setting version variable 'WixBundleFileVersion' to value '1.58.2002.0'

[14A8:2534][2020-05-26T12:16:16]i100: Detect begin, 3 packages

[14A8:2534][2020-05-26T12:16:16]i000: Setting string variable 'NETFRAMEWORK40CLIENT' to value '1'

[14A8:2534][2020-05-26T12:16:16]i052: Condition 'NETFRAMEWORK40CLIENT' evaluates to true.

[14A8:2534][2020-05-26T12:16:16]i101: Detected package: NetFx40ClientRedist, state: Present, cached: None

[14A8:2534][2020-05-26T12:16:16]i101: Detected package: vc140, state: Absent, cached: Complete

[14A8:2534][2020-05-26T12:16:16]i101: Detected package: NutPileNetworksServiceInstaller.msi, state: Absent, cached: Complete

[14A8:2534][2020-05-26T12:16:16]i199: Detect complete, result: 0x0

[14A8:27E8][2020-05-26T12:16:18]i000: Setting numeric variable 'EulaAcceptCheckbox' to value 1

[14A8:2534][2020-05-26T12:16:18]i200: Plan begin, 3 packages, action: Install

[14A8:2534][2020-05-26T12:16:18]w321: Skipping dependency registration on package with no dependency providers: NetFx40ClientRedist

[14A8:2534][2020-05-26T12:16:18]w321: Skipping dependency registration on package with no dependency providers: vc140

[14A8:2534][2020-05-26T12:16:18]i000: Setting string variable 'WixBundleLog_vc140' to value 'C:\Users\madmin\AppData\Local\Temp\NutPile_Networks_Service_20200526121616_000_vc140.log'

[14A8:2534][2020-05-26T12:16:18]i000: Setting string variable 'WixBundleRollbackLog_NutPileNetworksServiceInstaller.msi' to value 'C:\Users\madmin\AppData\Local\Temp\NutPile_Networks_Service_20200526121616_001_NutPileNetworksServiceInstaller.msi_rollback.log'

[14A8:2534][2020-05-26T12:16:18]i000: Setting string variable 'WixBundleLog_NutPileNetworksServiceInstaller.msi' to value 'C:\Users\madmin\AppData\Local\Temp\NutPile_Networks_Service_20200526121616_001_NutPileNetworksServiceInstaller.msi.log'

[14A8:2534][2020-05-26T12:16:18]i201: Planned package: NetFx40ClientRedist, state: Present, default requested: Present, ba requested: Present, execute: None, rollback: None, cache: No, uncache: No, dependency: None

[14A8:2534][2020-05-26T12:16:18]i201: Planned package: vc140, state: Absent, default requested: Present, ba requested: Present, execute: Install, rollback: None, cache: No, uncache: Yes, dependency: None

[14A8:2534][2020-05-26T12:16:18]i201: Planned package: NutPileNetworksServiceInstaller.msi, state: Absent, default requested: Present, ba requested: Present, execute: Install, rollback: Uninstall, cache: No, uncache: No, dependency: Register

[14A8:2534][2020-05-26T12:16:18]i299: Plan complete, result: 0x0

[14A8:2534][2020-05-26T12:16:18]i300: Apply begin

[14A8:2534][2020-05-26T12:16:18]i010: Launching elevated engine process.

[14A8:2534][2020-05-26T12:16:20]i011: Launched elevated engine process.

[14A8:2534][2020-05-26T12:16:20]i012: Connected to elevated engine.

[0F90:2138][2020-05-26T12:16:20]i358: Pausing automatic updates.

[0F90:2138][2020-05-26T12:16:20]i359: Paused automatic updates.

[0F90:2138][2020-05-26T12:16:20]i360: Creating a system restore point.

[0F90:2138][2020-05-26T12:16:20]w363: Could not create system restore point, error: 0x80070422. Continuing…

[0F90:2138][2020-05-26T12:16:20]i370: Session begin, registration key: SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall{9589941b-bee8-46be-888b-6f132e083f04}, options: 0x7, disable resume: No

[0F90:2138][2020-05-26T12:16:20]i000: Caching bundle from: 'C:\Users\madmin\AppData\Local\Temp{D07A29E5-A52C-4D95-AFAA-C60A03550D86}.be\NutPileNetworksServiceSetup.exe' to: 'C:\ProgramData\Package Cache{9589941b-bee8-46be-888b-6f132e083f04}\NutPileNetworksServiceSetup.exe'

[0F90:2138][2020-05-26T12:16:20]i320: Registering bundle dependency provider: {9589941b-bee8-46be-888b-6f132e083f04}, version: 1.58.2002.0

[0F90:2138][2020-05-26T12:16:20]i371: Updating session, registration key: SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall{9589941b-bee8-46be-888b-6f132e083f04}, resume: Active, restart initiated: No, disable resume: No

[0F90:04FC][2020-05-26T12:16:20]i304: Verified existing payload: vc140 at path: C:\ProgramData\Package Cache\3B32BC4B8DEC32FD52A8F4BDA5648C3A8D999D7C\vc_redist_V140.x64.exe.

[0F90:04FC][2020-05-26T12:16:20]i304: Verified existing payload: NutPileNetworksServiceInstaller.msi at path: C:\ProgramData\Package Cache{B7C5BF29-3F43-49D4-AE43-905C6FEA3229}v1.58.2002\NutPileNetworksServiceInstaller.msi.

[0F90:2138][2020-05-26T12:16:20]i301: Applying execute package: vc140, action: Install, path: C:\ProgramData\Package Cache\3B32BC4B8DEC32FD52A8F4BDA5648C3A8D999D7C\vc_redist_V140.x64.exe, arguments: '"C:\ProgramData\Package Cache\3B32BC4B8DEC32FD52A8F4BDA5648C3A8D999D7C\vc_redist_V140.x64.exe" /install /passive /quiet /norestart'

[14A8:2534][2020-05-26T12:16:22]i319: Applied execute package: vc140, result: 0x0, restart: None

[0F90:2138][2020-05-26T12:16:22]i323: Registering package dependency provider: {B7C5BF29-3F43-49D4-AE43-905C6FEA3229}, version: 1.58.2002, package: NutPileNetworksServiceInstaller.msi

[0F90:2138][2020-05-26T12:16:22]i301: Applying execute package: NutPileNetworksServiceInstaller.msi, action: Install, path: C:\ProgramData\Package Cache{B7C5BF29-3F43-49D4-AE43-905C6FEA3229}v1.58.2002\NutPileNetworksServiceInstaller.msi, arguments: ' ARPSYSTEMCOMPONENT="1" MSIFASTINSTALL="7"'

[0F90:2138][2020-05-26T12:27:18]e000: Error 0x80070643: Failed to install MSI package.

[0F90:2138][2020-05-26T12:27:18]e000: Error 0x80070643: Failed to execute MSI package.

[14A8:2534][2020-05-26T12:27:18]e000: Error 0x80070643: Failed to configure per-machine MSI package.

[14A8:2534][2020-05-26T12:27:18]i319: Applied execute package: NutPileNetworksServiceInstaller.msi, result: 0x80070643, restart: None

[14A8:2534][2020-05-26T12:27:18]e000: Error 0x80070643: Failed to execute MSI package.

[0F90:2138][2020-05-26T12:27:18]i318: Skipped rollback of package: NutPileNetworksServiceInstaller.msi, action: Uninstall, already: Absent

[14A8:2534][2020-05-26T12:27:18]i319: Applied rollback package: NutPileNetworksServiceInstaller.msi, result: 0x0, restart: None

[0F90:2138][2020-05-26T12:27:18]i329: Removed package dependency provider: {B7C5BF29-3F43-49D4-AE43-905C6FEA3229}, package: NutPileNetworksServiceInstaller.msi

[0F90:2138][2020-05-26T12:27:18]i372: Session end, registration key: SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall{9589941b-bee8-46be-888b-6f132e083f04}, resume: None, restart: None, disable resume: No

[0F90:2138][2020-05-26T12:27:18]i330: Removed bundle dependency provider: {9589941b-bee8-46be-888b-6f132e083f04}

[0F90:2138][2020-05-26T12:27:18]i352: Removing cached bundle: {9589941b-bee8-46be-888b-6f132e083f04}, from path: C:\ProgramData\Package Cache{9589941b-bee8-46be-888b-6f132e083f04}\

[0F90:2138][2020-05-26T12:27:18]i371: Updating session, registration key: SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall{9589941b-bee8-46be-888b-6f132e083f04}, resume: None, restart initiated: No, disable resume: No

[14A8:2534][2020-05-26T12:27:18]i399: Apply complete, result: 0x80070643, restart: None, ba requested restart: No

[OutagesIO_Support]

Hi,

In terms of the username and password, can you share the agent ID number and more information on this. I can tell you that once the Windows installer has completed properly, it does change the username/password to two long strings. Is that what you saw and if you did, can you tell me where you saw that?

In terms of the service not starting, if you want to give this a try, it might help.

UPDATE: Package removed as this is an old post

We had to make this file available a few versions back because Microsoft had made some changes and we could not include the updates in the agent code at the time. A separate Microsoft package was needed so we made it available as a download so members would not have to dig all over the net to find it. I'm sure with the package name, you could find it on the MS site's but here it is if you'd like to try it.

The symptom was exactly as you describe.

[mrks]

Hello,

:-(

I already deleted the config since I was not able to make it work.

Instead, I installed the agent in an Ubunto VM on Hyper-V (works like a charm).

Anyhow, that's what I did:

• Create an agent

• on the next screen, where username and password are displayed, download the agent

• later on, re-visist the main agent page (where all are listed) and click on "… complete installation".

• after that, clicking on the T&C agreement button brough up those strings.

For testing purposes I created a new agent right now but this time username/pw is back.

Finally, thanks for the VC set. Will give it a try!

BR

Markus

[OutagesIO_Support]

Thank you for the input.

Based on this, we've made a small change.

There are two stages when installing a program, the installer and the program itself.

Because the installer completed and the agent is installed on the PC, we should not show 'complete installation' and now show 'installed' instead.

Once the status is 'installed', if the agent is not running, there is a different problem and this is what we have confirmed here.

Hoping the VC program does the job for you. Once you install the VC, You should not have to uninstall the agent, only restart the service of the PC if you are not aware how to restart services.

[mrks]

:D All set! Many thanks!

[OutagesIO_Support]

The VC package did the trick?

[mrks]

Did not yet test it - "all set" relates to enabling the agent on Linux.