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Home > Success Center > Netflow Traffic Analyzer (NTA) > NTA Installer is Unable to Launch or Fails to Start

NTA Installer is Unable to Launch or Fails to Start

Updated March 30, 2018

Summary

This article details how to troubleshoot an issue that occurs when you are attempting to upgrade or install Netflow Traffic Analyzer, but the NTA installation will not execute or display an error message when it fails to start.

Environment

  • Netflow Traffic Analyzer

Details

Which logs should I check if the NTA Installer fails to start? 

You can review the logs for the installation, such as  NTA_4.1.2_Install_Log located in the folder: C:\ProgramData\SolarWinds\Logs\NTA\Installer

 

Check for any FAIL entries in the log, such as in the example below. This information should be provided to your support engineer when submitting a support ticket.

 

Highlighted below is an example of logged failure. 

**************************************************
NTA [6::11::2016]
**************************************************
NTA [15: 9:40:  1] : Entry WinMain
NTA [15: 9:40:  1] : Entry .. GetVExe
NTA [15: 9:40:  2] : Exit  .. GetVExe
NTA [15: 9:40:  2] : Entry .. CheckOrionVersion
NTA [15: 9:40:  2] : Exit  .. CheckOrionVersion
NTA [15: 9:40:  2] : Entry .. CheckNPMVersion
NTA [15: 9:40:  3] : Exit  .. CheckNPMVersion
NTA [15: 9:40:  3] : Entry .. ExtractMaintenanceCheck
NTA [15: 9:40:  3] : Entry .. .. ExtractMsiToDir
NTA [15: 9:40: 10] : FAIL  .. .. ..Failed to write msi package to C:\ProgramData\SolarWinds\Logs\NTA\Installer\MSIs\dotnetfx35setup.exe.
NTA [15: 9:40: 10] : Exit  .. .. ExtractMsiToDir FAILED
NTA [15: 9:40: 10] : FAIL  .. ..Failure in extracting maintenance.
NTA [15: 9:40: 10] : Exit  .. ExtractMaintenanceCheck FAILED
NTA [15: 9:40: 11] : FAIL  ..Failed to Extract Additional MSI.
NTA [15: 9:40: 11] : Entry .. CheckNTAVersion
NTA [15: 9:40: 11] : FAIL  .. ..Failed to read Orion NTA version from re

Likely Root Causes 

Root Cause 1 - Need a Local Admin Account

You are required to log in using a Local Administrator Account. You cannot use a domain administrator account.

A domain admin account may not have a permission level assigned that allows you to run the installation executable file.

Root Cause 2 - User Access Control (UAC) is not disabled.

Ensure that the User Access Control is disabled on your system. You can turn the UAC on or off by doing the following:

  1. Open User Account Control Settings by clicking the Start button, and then clicking Control Panel.

  2. In the search box, type UAC.

  3. Click Change User Account Control settings.

  4. To turn off UAC, move the slider to the Never notify position.

  5. Click OK

Root Cause 3 - AV and AV services are running.

Ensure that all of the AV and AV services are stopped or disabled.

Root Cause 4 - There is reboot pending on the system due to another software installation or required Windows update. 

Complete any software or operating system updates, reboot the system and run the NTA installation again.

Root Cause 5- Inactive Users are logged in.

Validate that all active users, besides the user currently logged in to the system, are logged off. Other inactive users should be logged off to avoid locked installation files and services that may hinder installation or upgrades:

image.png

Root Cause 6 - You do not have full permissions to each MSI.

Verify that each MSI has full permissions to the folder: C:\ProgramData\SolarWinds\Logs\NTA\Installer\MSIs

  • Check the Security tab for each of the MSI files and verify there are no permission issues. 

  • If you are unable to see the permission for any of the MSI's under this folder the installer will not launch. To reiterate, make sure you are able to see the Security for these MSI's properly as below screenshot below

  • Try to take ownership of the files if you continue to receive an Access is denied warning. The Access is Denied warning message has to be corrected by your System administrator if you are unable to update your permissions to access the required executable file and the NTA installer will not start. 

Root Cause 7 - Other software is trying to access the MSI's files and is not allowing you to change the permission to the file.

For example, a Kaseya agent running on the Orion server is blocking the MSI's files to access. For information about Kaseya agents, visit Kaseya's website.

 

Terminate the process using the Task Manager:

  1. Open Task Manager.
  2. Locate AgentMon.exe
  3. Rename the Executable file for the agent:

 

You can also disable the AgentMon service and verify that none of the services are running on your system. 

Additional Steps

If after completing the above step, you still have the same issue and are unable to initialize and successfully complete the NTA installer, please contact SolarWinds support

 

 

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