How to troubleshoot issues with Altiris Installation and Configuration Manager
Last Updated June 01, 2007
Question What can I do if I have an error or the Altiris Installation and Configuration Manager installation process fails?
Answer The following steps are provided as a basic troubleshooting suggestions for the most common issues with the Altiris Installation and Configuration Manager when it fails.
Don't skip Altiris Installation and Configuration Manager process when an error occurs, even though it is a lot easier to install the Notification Server by using the Altiris_NS_6_0.exe as article 28249, "Steps for installing the Notification Server manually," suggests. Errors like "Configuration of Altiris Notification Server failed. Installation cannot continue. Exiting..." are fairly common; it means, in most cases, that the Notification Server Core failed to install with an error Altiris Installation and Configuration Manager couldn't trap.
In case that you have issues installing the Notification Server with Altiris Installation and Configuration Manager, don't press any buttons (as that will trigger an uninstall that will delete all the installation log files). What you should do is leave the screen alone and verify/collect the following files:
Make sure that the actual error is captured. A screenshots can help.
Check Data, Data\Downloads, and Data\Licenses directories and ensure the files are present. Usually you can find those under C:\Program Files\Altiris\Setup Files\AICM\<Product>.
Collect the following:
a.logs (usually the Notification Server logs are created under C:\Program Files\Altiris\Notification Server\Logs)
AICMLogs\InstallLog.xml (usually under C:\Documents and Settings\%Administrator%\Local Settings\Temp) xxx.productConfig.xml files
\AICMUserConfig\AICMUserConfig.xml (usually under C:\Documents and Settings\%Administrator%\Local Settings\Temp)
Get the exact steps that the customer or user has done to help reproduce the problems.
Save the files mentioned on step c (under step 2 above) into a ZIP; clean all of the above off; start again.
In the AICMLogs.xml you should see the failure/error message toward the bottom. The command line that launches the Notification Server install should be right above the error message. Those are important to capture. There is an Altiris Installation and Configuration Manager Log Viewer that should help you to read the AICMLogs a lot easier. The Altiris Installation and Configuration Manager Log Viewer is located under C:\Program Files\Altiris\Setup Files\AICM\%ProductName%\data, and it is called AIMLogViewer.exe.
When the command line executes, the Notification Server Logs take over logging at that point. You should find the reason why the install failed as red text (if you are using LogViewer). The reasons for failure can vary. But usually it is right toward the bottom as it will exit back to Altiris Installation and Configuration Manager shortly thereafter.
Other issues that can occur are
Cannot Connect to Altiris Solution Center. See article 34733, "Difficulty downloading Altiris Products or Suites using Altiris Installation and Configuration Manager."
Another version of .NET is installed besides .NET 1.1.4322. Verify the version of .NET installed. .NET 2.0 can be installed on the server, but you need to verify that .NET 1.1 is properly registered. See steps on article 27432, "What are the most common commands for registering .NET 1.1.4322?"
Cannot read the help file when files are on a non-readable location.
Validation of files after download .
Network Service is not part of the Security Roles in the Volume where the Notification Server is being installed. See article 35019 "Altiris Installation and Configuration Manager fails during step 1 of 40 during Dell Client Management Suite or any other Solution".
Here is flow chart of what Altiris Installation and Configuration Manager should do:
Note: If you have questions about the complete process of Altiris Installation and Configuration Manager, see article 25516, "Altiris Product Installation Guide," for a general overview of this process.
Imported Document ID: HOWTO7280
Subscribing will provide email updates when this Article is updated. Login is required to Subscribe