Setup fails on the "Finalize Installation" stage of the Universal Device Service installation

Article ID: KB30251

Type: Support Content

Last Modified: 09-09-2014

 

Product(s) Affected:

  • BlackBerry Enterprise Service 10
  • Universal Device Service
CollapseEnvironment
  • BlackBerry Enterprise Service 10 version 10.1
  • Universal Device Service
  • DT 3673904
  • DT 3686454
  • DT 7085131

 

CollapseOverview

During the last stage of the installation, the install fails with the following error message:

The Universal Device Service installation failed. For more information, check the installation log files on the computer.
The log file location is C:\Program Files (x86)\Research In Motion\Universal Device Service\Logs\Installer\.  Click OK to exit the setup application.

The setup log shows the following error:

CWebRequestWrapper::RetrieveData: Starting retrieve data...
CWebRequestWrapper::RetrieveData: WinHttpOpenRequest succeeded. SecureConnection: [1].
CWebRequestWrapper::RetrieveData: WinHttpSetOption succeeded. Flags: 12544.
CWebRequestWrapper::RetrieveData: WinHttpSendRequest succeeded.
CWebRequestWrapper::RetrieveData: WinHttpReceiveResponse succeeded.
CWebRequestWrapper::RetrieveData: WinHttpQueryHeaders succeeded. Status code: XXX. Size: 4.
CWebRequestWrapper::RetrieveData: Failed to retrieve data. Error status code [XXX].
CRestApiWrapper::GetUserProperties: Failed to retrieve the user account's properties. name: [admin], type: [1], return: [486003].
CUbitexxCoreConnectionDC::SetSystemCredentialToCore: Failed to submit the admin properties due to unable to get the admin id.
CUbitexxCoreConnectionDC::Apply: Failed to update the credentials of system accounts.
CDataContainer::DoApply: failed to apply. Result: 4.
Step ApplyProduct failed

If the setup logs are not updated in the above location, then the updated setup logs are found under C:\Program Files (x86)\Research In Motion\Init.log

CollapseCause

Cause 1

The XXX after Error Status Code is 500. The UDS.CoreModule site in IIS is unable to process requests. Attempting to manually browse to the site in IIS by right-clicking the UDS.CoreModule site and going to manage web site > browse returns the following error:

Server Error in '/' Application. Could not load type 'System.ServiceModel.Activation.HttpModule' from assembly 'System.ServiceModel, Version=3.0.0.0, Culture=neutral, PublicKeyToken=b77a5c561934e089'

The website is returning this error because the .Net Framework 4.0 has not been properly registered with IIS. More information about why the issue occurs can be found in Microsoft KB article 2015129.

Note: The issue sometimes occurs when the Microsoft .NET Framework 4.0 is installed before IIS.

Another possible issue with IIS not properly registering will show this error:

<#04>[40000] (06/06 12:51:25.766):{0x974} CWebRequestWrapper::RetrieveData: WinHttpQueryHeaders succeeded. Status code: 404. Size: 4.
<#01>[10000] (06/06 12:51:25.766):{0x974} CWebRequestWrapper::RetrieveData: Failed to retrieve data. Error status code [404].
<#01>[10000] (06/06 12:51:25.766):{0x974} CRestApiWrapper::GetUserProperties: Failed to retrieve the user account's properties. name: [admin], type: [1], return: [486003].
<#01>[10000] (06/06 12:51:25.766):{0x974} CUbitexxCoreConnectionDC::SetSystemCredentialToCore: Failed to submit the admin properties due to unable to get the admin id.
<#01>[10000] (06/06 12:51:25.766):{0x974} CUbitexxCoreConnectionDC::Apply: Failed to update the credentials of system accounts.
<#01>[10000] (06/06 12:51:25.766):{0x974} CDataContainer::DoApplyImpl: CUbitexxCoreConnectionDC failed to apply. Result: 4.
<#03>[30000] (06/06 12:51:25.766):{0x974} Step ApplyProduct failed
<#01>[10000] (06/06 12:51:25.766):{0x974} [CInstallStepSeq::ApplyProduct]: Product application failed.

Cause 2

The XXX after Error Status Code is 400. This error can occur when the password for the service account used to install the software contains spaces.

Earlier in the setup log file, one of the following errors is displayed while creating the Core website:

CProcessWrapper::RunCommand: Successfully launched the process: C:\Windows\system32\inetsrv\appcmd.exe set config /section:applicationPools /[name='"UDS.CoreModule"'].processModel.identityType:SpecificUser /[name='"UDS.CoreModule"'].processModel.userName:Domain\udsadmin /[name='"UDS.CoreModule"'].processModel.password:******** xxxxxx /commit:apphost

CProcessWrapper::WriteOutputToSetupLog: ===process output===

Failed to process input: The parameter 'xxxxxx' must begin with a / or - (HRESULT=80070057).

Or

CProcessWrapper::RunCommand: Successfully launched the process: C:\Windows\system32\inetsrv\appcmd.exe set config /section:applicationPools /[name='"UDS.CoreModule"'].processModel.identityType:SpecificUser /[name='"UDS.CoreModule"'].processModel.userName:Domain\udsadmin /[name='"UDS.CoreModule"'].processModel.password:******** xxxxx /commit:apphost

CProcessWrapper::WriteOutputToSetupLog: ===process output===

ERROR ( message:Cannot find SITE object with identifier xxxxx

Or

Another reason the Error Status Code of 400 is displayed is if the local Windows security policy  Use FIPS compliant algorithms for encryption, hashing, and signing is enabled. 

To validate this, go to Control Panel > Administrative Tools > Local Security Policy > System cryptography: Use FIPS compliant algorithms for encryption, hashing, and signing and check to see if the policy is enabled.

Alternatively, check the following Registry key:

HKLM\System\CurrentControlSet\Control\Lsa\FIPSAlgorithmPolicy if it is set to 1, this indicates that the policy is enabled. 

Cause 3

The XXX after Error Status Code is 503. This error can occur when the service account used to run the installation is denied Log on as a batch job in the Local Security Policy or if group policies affect the computer or service account, effectively denying the Log on as batch job right.

This can be verified by checking the System Log in the Windows Event Logs. These can be found by going to Start > All Programs > Administrative Tools > Event Viewer, expanding Windows Logs and selecting System. The System log will show Event IDs 5021, 5057, and 5059.

Cause 4

The XXX after Error Status Code is 403. This error can occur when there is a proxy server involved, but there's a problem with the proxy Bypass list, where local addresses may still be routed to the proxy server.

CollapseResolution

Resolution for Cause 1

Open a command prompt and browse to %windir%\Microsoft.NET\Framework64\v4.0.30319 . Run the following command:

aspnet_regiis.exe /iru

To ensure it has been registered successfully, open IIS and click the ServerName at the top left. Double-click Handler Mappings. There should be a long list of 50 or 60 things under the Enabled section. If nothing is listed, try registering .NET again until the Handlers are all listed.

Once this command has been run, the existing failed installation should be uninstalled and then the installer can be re-run after the computer has finished rebooting. If the 404 error appears, the installation can be re-run without the need for removal.

Resolution for Cause 2

This is a previously reported issue that is being investigated by our development team. No resolution time frame is currently available.

See the Workaround section.

Resolution for Cause 3

This error can be resolved by adding the Log on as a batch job user right to the service account. To accomplish this click on the Start menu and select All Programs->Administrative Tools->Local Security Policy. Expand Local Policies and highlight User Rights Assignment. Scroll down and double-click on Log on as a batch job. Add the service account to this.

If the error was seen while the Log on as a batch job user right to the service account was present and group policies are applied , please refer to the Microsoft Support Article 816100 - How to prevent domain Group Policies from applying to certain user or computer accounts

Once this has been accomplished uninstall the existing failed installation and rerun the installer again after the computer has finished rebooting.

Resolution for Cause 4

Since UDS runs on a non standard port, you may need to add an explicit exception for the Core Module, including the full FQDN of the server hosting BES10, as well as the port number (9081).

For more information on configuring WinHTTP proxy settings via   proxycfg.exe, see  Netsh.exe and ProxyCfg.exe Proxy Configuration Tools.

For Windows Server 2003 the following command should be ran as administrator:

  • proxycfg -p "http=http_proxy https=https_proxy" "<local>;<FQDN of the BES>"

For Windows Server 2008 and 2012 the following command should be ran as administrator:

  • NETSH WinHTTP Set Proxy proxy-server=" PROXY.COM:8080" bypass-list="<FQDN of the BES>"

Note: If there are multiple BES10 servers in the environment then the by-pass-list can be "*.internaldomain.com" to bypass the proxy for all internal servers.

Re-run setup.exe once the proxy updates have been applied.

CollapseWorkaround

Workaround for Cause 2

If the issue was with special characters in the password, change the password or create a new service account that has a password without spaces. Then uninstall the existing failed installation and rerun the installer.

or

If the problem was due to the  Use FIPS compliant algorithms for encryption, hashing, and signing security policy being enabled, disable the policy and rerun the installation.

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