Agent Client Collector Installation fails with "There's a problem with this Windows Installer package. A script required for this install to complete could not be run." - Support and Troubleshooting

Agent Client Collector Installation fails with "There's a problem with this Windows Installer package. A script required for this install to complete could not be run." Issue Update: This KB was for one specific error from the very early days of ACC. You may see other errors and line numbers mentioned in event viewer, that will be due to the same script, but different bits and different causes.

These all probably refer to lines in the InstallUtils.vbs script used by the installer. The ACC-F 4.0.0 version of that is attached to aid debugging exactly what it was that failed.

They all start with

Product: Agent Client Collector -- Error 1720. There is a problem with this Windows Installer Package. A script required for this install to complete could not be run. Contact your support personnel or package vendor.

and then continue with specific errors:

1/ Custom action PostInstallAction script error -2146828283, Microsoft VBScript runtime error: Invalid procedure call to argument:Left' Line 509, Column 5.

That has also been seen for "Line 504, Column 5" which was probably the same code but an older version. PRB1820385 is investigating this.

Function getMultipleConnectionString(connections) Dim connectionArray ,connectionstr, connectionUrl, connectioni

connections = Replace(connections, Chr(34), "") ' remove quotes if any connectionArray = Split(connections, ",")

For Each connectioni In connectionArray connectionUrl = Trim(connectioni)

If (Len(connectionUrl) > 0) AND (InStr(connectionstr,"- " & connectionUrl) connectionstr = connectionstr & " - """ & connectionUrl & """" & vbCrLf End If Next

connectionstr = Left(connectionstr, Len(connectionstr) - 2) ' Remove the last new line

getMultipleConnectionString = connectionstr End Function

2/ " Custom action PostUpgradeAction script error -2146828212, Microsoft VBScript runtime error: Path not found Line 1540, Column 3 "

3/ " Custom action CheckServiceSilent script error -2147024894, : Line 1122, Column 2 ". -2147024894 is File not found.

and the one this KB was originally written for:

4/ " Custom action HandleUser script error -2147024894, WshShell.Exec: Access is denied. Line 707, Column 2 ".

When installing the Agent Client Collector in a Windows computer , you might see the installer failing with the following error message:

"There's a problem with this Windows Installer package. A script required for this install to complete could not be run. Contact your support personnel or package vendor."

And the installer will exit without installing the ACC.

Release All

Cause The error message indicate something's wrong with the installation process itself.

To check what is the actual Root Cause, you can view the event message generated when the installer was running, from your Windows OS, at the System Events panel. From there, try to find an Error event related to the Msiinstaller source, as the screenshot below is showing.

In this example, the problem seems to be with the WshShell execution, which is used by the MSI installer as part of the ACC installer (vbscript). Make sure the installer is allowed to run those scripts. They are needed as the ACC installation process will follow certain steps such as:

PowerShell script that verifies the username and password UnSetup the agent service (using sc command) Start the agent process Create the local group servicenow Create the local username servicenow Create the monitoring group “Performance Monitor Users” Delete a created file editAccountPSfile.ps1 Using PowerShell script: Remove local username servicenow Using PowerShell script: Run edit group policy for servicenow group – we run this about 4 times Using PowerShell script: Add to the servicenow path the embedded ruby path Using PowerShell script: remove the use SID file Start/stop the agent service Check the status of the service Root Cause: If you are installing ACC in an environment with a very strict security policy you can have issues related blocked PowerShell and vbscripts during the installation. This might occur specially on things like desktops or another non-server computers.

Resolution There's no way to workaround this as we need to run PowerShell and vbscripts in order to install the Agent Client Collector correctly. The solution is to bypass this security restriction when installing the ACC or find other ways to bypass this when distributing the ACC installation via a third-party distribution mechanism.