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Upgrade Failed: Fatal error during installation

Updated January 10, 2018

Overview

An upgrade fails during the Installation step. The installer logs in the Diagnostics include:

WinPcap installation failed. 

 

The WinPcapSilent.msi.log contains a message similar to:

CAQuietExec:  "Cannot finish stopping of the service NPF because it is still used by a process. Files are replaced, but probably wont be able to install the service. Exiting.. " 
CAQuietExec:  Error 0x80070003: Command line returned an error.
CAQuietExec:  Error 0x80070003: CAQuietExec Failed

CustomAction VerifyNPFStopped returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
Action ended 14:28:39: InstallFinalize. Return value 3.
Action ended 14:28:39: INSTALL. Return value 3.

Environment

  • Upgrade using the Orion 2017.3 installer
  • Occurred during offline and online installation

Cause

WinPcap cannot be reinstalled by the SolarWinds installer.

Resolution

Try the following options to resolve the issue.

To restart previous product versions

If your goal is to just get the previous website going, start Orion services using the Orion Services Manager, and the Orion Web Console should be running on the old release of the products.

To complete the upgrade

  1. In Diagnostics, look in the LogFiles\Orion\Installer directory. On the Orion server, the Installer directory is at the same level as the Logs directory (c:\ProgramData\Solarwinds\*).
  2. In the WinPcapSilent.msi.log, look for the following error message:

    CAQuietExec:  "Cannot finish stopping of the service NPF because it is still used by a process. Files are replaced, but probably wont be able to install the service. Exiting.. "&
    CAQuietExec:  Error 0x80070003: Command line returned an error.
    CAQuietExec:  Error 0x80070003: CAQuietExec Failed
    CustomAction VerifyNPFStopped returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
  3. Look for WinPcap as a running process.  If you find it running, shut it down (this will affect Wireshark if is currently running).
  4. In Programs and Features, right-click WinPcap and uninstall the program.
  5. If you receive an error message stating that the uninstallation did not complete, cancel the uninstallation and continue with the next step. SolarWinds will reinstall WinPcap. (It is not necessary to reboot the Orion server.)
  6. Run the SolarWinds Installer to upgrade the SolarWinds products. When the installation is complete, let the installer run the Configuration Wizard.
  7. Apply HotFixes if applicable.
  8. After the upgrade, if the License Manager shows two licenses for each product (the original license and a temporary license), select the temporary licenses and click deactivate.
  9. You might need to repeat the process of uninstalling WinPcap to upgrade the additional polling engine and additional web server.

 

 

 

 

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