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Home > Success Center > Netflow Traffic Analyzer (NTA) > Troubleshot NTA installer when it is unable to launch and fails to start

Troubleshot NTA installer when it is unable to launch and fails to start

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Created by Malik Haider, last modified by MindTouch on Jun 23, 2016

Views: 56 Votes: 1 Revisions: 13
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Updated June 15, 2016

 

Objective 

How to troubleshot  the issue when You are trying to upgrade / install fresh installation and NTA installation will not run at all and will just dead will now show any screen of error 

 

Which logs i should check for NTA installer if its failed to start ? 

 

You should be able to see the logs for the installation here such as  NTA_4.1.2_Install_Log. 

 

C:\ProgramData\SolarWinds\Logs\NTA\Installer

 

 

 

Check for any FAIL entry below in the bottom of the log  such as an example below and can be provide to your support engineer through the support ticket 

 

Here is an Example of 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 

You must need to login with LOCAL ADMINISTRATOR ACCOUNT  ( NOT DOMAIN ADMIN ) 

Where you might not have any permission allowed to run the .exe executable . 

 

Root Cause 2 

Make sure UAC is disabled on the System 

To turn UAC on or off

  1. Open User Account Control Settings by clicking the Start button , and then clicking Control Panel. In the search box, type uac, and then click Change User Account Control settings.
  2. Do one of the following: To turn off UAC, move the slider to the Never notify position, and then click OK.

 

 

Root Cause 3 

Make sure all the AV and AV services are stopped / Disabled 

 

Root Cause 4 

May be there is reboot pending on the system due to any other software installation / Windows update . 

Please reboot the system and then try again for the installation 

 

Root Cause 5

All active users has to logg off there must not be other users has to logon to the system there some other user locked the installation files 

 

Root Cause 6 

You must need to check each of MSI's have full permissions under this folder .

C:\ProgramData\SolarWinds\Logs\NTA\Installer\MSIs

 

You must need to check you are able to see the "Security" tab for each of MSI's and there is no permission  issues .

If you are unable to see the permission for any of the MIS's under this folder the installer will not launch . 

 

 

So make sure you are able to see the Security for these MSI's properly as below screen shot 

 

 

Try to take ownership of the files if you still have the Access is denied issue this has to be corrected by your System admin as for some reason you are unable to correct the permissions for required file and NTA installer will not start. 

 

 

Root Cause 7 

Most likely some other software is trying to access the MIS's files and not allowing to change the permission .

 

Such as an example of Kaseya agent running on the Orion server was blocking the MSI's files to access . 

http://www.kaseya.com/

 

Kill the process from task manager > Rename the Executable file for the agent 

 

 

 

 

 

 

 

Or Disable the service and make sure non of them running on the system . 

 

If you still have the same issue and unable to start launch the installer . Please contact SolarWinds support. 

 

 

Last modified
21:00, 22 Jun 2016

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