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  5. Appendix A: Troubleshooting

Appendix A: Troubleshooting

Error code: None
Message:
 The installation aborts as the following prerequisites are missing on the server. Install these components first: 
<List of Missing Prerequisites>
Cause:
 The listed prerequisites are not installed.
Resolution:
 Install the missing prerequisites.
Error code: None
Message:
 Error connecting to the database. Check that the database server is up and that the SQL Server services is running, then click 
OK
 to try again. Click 
Cancel
 to exit.
Cause:
 If this message appears after receiving a success with the 
Test Connection
 button, the application server installation is likely on a different domain than the installation for the database server (the MSI connects using Windows authentication).
Resolution:
Run the MSI with the 
msiexec
 command, and pass in the following parameters to specify a sys admin account:
IS_SQLSERVER_AUTHENTICATION=1
IS_SQLSERVER_USERNAME=sa
IS_SQLSERVER_PASSWORD=the_password
Error code: None
Message:
 ActiveX component can’t create object: ‘Scripting.FileSystemObject'MSI fails when attempting to run a VBScript custom action.
Cause:
 One or both of the following issues:
  • HBSS is enabled
  • McAfee overwrote the registry entry for VBScript.dll with its own entry.
Resolution:
 
  • Disable HBSS for installation
  • Check the value for the following parameter:
    HKLM/Software/Classes/CLSID/{B54F3741-5B07-11cf-A4B0-00AA004A55E8}\InprocServer32,
     Make sure the value is:
    C:\Windows\system32\vbscript.dll
Error code: None
Message:
 SQL Server is not installed.
Cause:
 The MSI displays this error during a new database install if one of the following issues exists:
  • The version of SQL Server is lower than 2012.
  • The MSI is being run from the application server.
Resolution:
 
  • Install SQL Server 2012 or higher.
  • Perform a new database server installation on the database server.
Error code: 2146893052
Message:
 Connection was successfully established with the server but an error occurred during the pre-login handshake (provider: SSL provider, error 0. the local security authority cannot be connected).
Cause:
 The SQL Server password requirement is not met by the default password provided in the MSI.
Resolution:
 Choose a different password than the default password for 
ngad
. Enter a custom password that meets the strong password requirement of SQL Server.
Error code: 2147217843
Message:
 Failed to connect to SQL database (-2147217843 database_name).
Cause:
 When you receive this during upgrade, it could be corruption in the MSI.
Resolution:
 Contact BlackBerry AtHoc Support.
Error code: 2148217873
Message:
 Failed to execute SQL string, error detail: The statement has been terminated.
Cause:
 Bad data
For example, an SQL statement attempted to insert a null value into a column that does not accept nulls
Resolution:
 BlackBerry AtHoc Support may be able to help fix the data. If you contact BlackBerry AtHoc Support, be prepared to provide the MSI log file for analysis.
Error code: 2147217887
Message:
 Generic Error
Cause:
 A problem with the MSI.
Resolution:
 Report to BlackBerry AtHoc Support; requires a fix and new installation package.
Error code: 2147217900
Message:
 No additional message.
Cause:
 During a new install, the 
ngad
 user password does not meet SQL Server password requirements.
Resolution:
 Do not use the default password for 
ngad
, enter a custom password that meets the strong password requirement of SQL Server.
Error code: 2147217900
Message:
 The operating system returned the error "5(Access is denied." while attempting to "restoreContaininer::ValidateTargetForCreation" on <path>."
Cause:
 SQL Server service account does not have permission to create files.
Resolution:
 Change the service account to “Local System account”.
Error code: 2147217900
Message:
 No additional message
Cause:
 The transaction log for database NGADDATA is full.
Resolution:
 Shrink the NGADDATA database and back up the transaction log.
Error code: 2147217900
Message:
 No additional message
Cause:
 The Application server machine logon account did not have a logon on the Database server, or did not have a SQL Server logon with sys admin rights.
Resolution:
 Grant the correct permissions or switch to an account that has the correct permissions.
Error code: 2147217900
Message:
 3a CreateUsers Error running ATH_CREATE_USERS sp: error -2147217900, exec dbo.ATH_DROP_USERS @dropLogin = 1 
Cause:
 SQL Server is configured to require strong passwords, and the user chose to use the default password for the 
ngad
 database user, which does not meet strong password requirements.
Resolution:
 Do not use the default password for 
ngad
, enter a custom password that meets the strong password requirement of SQL Server.
Error code: 2147217900
Message:
 3a CreateUsers Error running ATH_CREATE_USERS sp: error -2147217900, exec dbo.ATH_DROP_USERS @dropLogin = 1
Cause:
 The 
ngad
 user account was created manually (incorrectly).
Resolution:
 Call your DBA, or contact BlackBerry AtHoc Support. Be prepared to provide the MSI log file for analysis.
Error code: 2147319779
Message:
 Library not registered
Cause:
 
Scrrun.dll
 is not registered. This error occurs when one of the custom actions executes a 
CreateObject
 on 
Scripting.FileSystemObject
. This error occurs on some locked down systems.
Resolution:
 Register the 32-bit version of 
scrrun.dll
.
Error code: 2147467259
Message:
 Unspecified error
Cause:
 A connection to the database server could not be made and returns the COM error code: E_FAIL "Unspecified error", which is a generic return code when a COM method call fails.
Resolution:
 Make sure that the SQL Server service is running or call BlackBerry AtHoc Support.
Error code: 2147467259
Message:
 Failed to connect to SQL database...
Cause:
 The Windows authentication for the MSI was improperly handled.
Resolution:
 Contact BlackBerry Athoc Support. Be prepared to provide the MSI log file for analysis.
Error code: None
Message:
 3 SetTransactionLogSize - Error: MODIFY FILE failed. Size is greater than MAXSIZE. Provider-SQL0LEDB.I;Server=192.168.0.127;Initial Catalog-msdb;Integrated Security=SSPI.
Cause:
 The transaction log size is already set to a larger value than the size to which the MSI is attempting to set.
Resolution:
 Decrease the size of the database that is specified in the error message. Set the transaction log size to a value less than 10 GB.
Error code: 2147217900
Message:
 3a IWSDBCA_IncreaseTransactionLogSize forUpgrade - Error: -214721790, Database 'ngevent' cannot be opened due to inaccessible files or insufficient memory or disk space. See the SQL Server error log for details.
Cause:
 Unsupported upgrade steps.
Resolution:
 Contact BlackBerry AtHoc Support and ask for a copy of 
ngevent.bak
, and restore it. Rerun the MSI after restoring 
ngevent
.
Error code: None
Message:
 Assertion failed in
 c:\documents
 and 
settings\robmen\local settings\temp\wp001\src\wcautil.cpp
. 
64 CustomAction ConfigureSql
 called 
WcaInitialize()
 but not 
WcaTerminate()
 Abort=Debug, Retry=Skip, Ignore=Skip all
Cause:
 Wix or Windows Installer bug.
Resolution:
 Rerun the MSI.