Symantec Installation Manager shows "Product is not properly configured" or "Partial installation" for a product
Last Updated June 04, 2019
Why does SIM show "Product is not properly configured" or "Partial installation" pertaining to pcAnywhere Solution?
"Product is not properly configured" or "Partial installation"
These messages in SIM indicate that the solution's program files were either:
Not installed correctly i.e. the msi returned an error code during execution
Installed correctly and the database configuration failed.
In a few cases, somebody had actually mistakenly invoked the process to perform an upgrade to the next version and then canceled it when they discovered their mistake. However, they did not try to cancel until the database schema was stamped with the latest version in the "DBSchema" table.
To verify, run the following SQL statement against the database using SQL Management Studio: selectmax(Version) from DBSchema
If the value returned is a different version than SIM shows, or than you are expecting; then the condition is confirmed. If this is the case, then an upgrade must be performed unless there is a backup of the database from before the aborted upgrade that can be used to restore the server, and/or a snapshot of the SMP server (if a VM) that can be rolled back.
1. To fix the problem if the solution's program files were not installed correctly:
Run the "Repair" option for the Solution in SIM. Sometimes the Repair button is grayed out. The cause of this behavior has not yet been determined and is under investigation. Options in this case are:
Run an MSI level repair a) Uninstall via SIM b) Find the MSI's and do a right-click Install c) Install the solution again Via SIM
Run an Uninstall of the Solution followed by another install of the Solution
To fix the problem if the issue is that the program files are installed, but the database side is not configured:
Log into the NS (If using RDP ensure you connect in console mode)
Open up a Command prompt
Change directory to <Install dir>\Altiris\Notification Server\Bin
Run AexConfig.exe /configure <installDir>\Altiris\pcA\Config\pcA.config
Run AexConfig.exe /configure <installDir>\Altiris\pcA\Config\pcA_Upgrade.config
Open the NS log Viewer and add an INCLUDE filter for AexConfig
Monitor the log viewer to see if there are any errors during the database configuration portion of the setup process.
If that still does not resolve the issue, run the “Reconfigure Database” process in the SMP Console under
Settings > Notification Server > Database Settings
NOTE that the "Reconfigure Database" option is known to cause issues with Patch Management Solution, so use caution. If you use the "Reconfigure Database" option and find that Patch Management does not function correctly, see KB http://www.symantec.com/docs/HOWTO9725 for steps on how to reconfigure patch management.
Symantec Technical Support has found that pcAnywhere Solution may appear under Partial Installs in SIM because one of the three MSI's (for pcA languages) was “Installed not Configured”. The cause of this has not yet been determined. Running the AexConfig utility did not resolve this issue in our tests, however running the "Reconfigure Database" process did resolve the "Partial Install" listing for pcAnywhere Solution (use caution because of the potential for breaking Patch Management Solution as noted above).
Note: This issue has been seen to occur with various Altiris products, not just pcAnywhere. The above similar steps could be changed accordingly for other products.