Windows Error Code: 0x80070643 Commvault Installation Fails

Article ID: CSMS0001 The Commvault installer fails with error code 0x80070643.

Symptom

Samples of the Commvault installer log error messages that occur during the installation of the Windows File System Agent

The error messages that appear in the log file are like the following error messages:

  • 3952 1 03/29 10:27:43 ### ### ### - Error: Failed to install Windows File System iDataAgent Core (WindowsFileSystemiDataAgentCore) with error code 0x80070643.
  • 3952 1 03/29 10:27:43 ### ### ### - Set application exit code=[Failed]
  • 3952 1 03/29 10:27:43 ### ### ### - Apply packages completed ... Status = -2147023293

Samples of the Commvault ContentStore log error messages that occur during the installation of the Windows File System Agent

The ContentStore log file is named Commvault_ContentStore_20180329101846_32_WindowsFileSystemiDataAgentCore.log and is in the %temp% folder, and has the same timestamp as its corresponding error message.

The error messages that appear in the log file are like the following error messages:

  • MSI (s) (80:58) [10:27:43:344]: Product: WindowsFileSystemiDataAgentCore Instance001 -- Error 1714. The older version of WindowsFileSystemiDataAgentCore Instance001 cannot be removed. Contact your technical support group. System Error 1612.

Error 1714. The older version of WindowsFileSystemiDataAgentCore Instance001 cannot be removed. Contact your technical support group. System Error 1612.

  • MSI (s) (24:58) [12:36:21:863]: Product: WindowsFileSystemiDataAgentCore Instance001 -- A newer version of WindowsFileSystemiDataAgentCore Instance001 is already installed.

A newer version of WindowsFileSystemiDataAgentCore Instance001 is already installed.

Property(S): WIX_DOWNGRADE_DETECTED = {13A3A91C-6A69-4C89-9D43-ADBB63DEF4CD}

  • Specified instance {8DB1A16B-B7F7-4D1E-A6E7-123A6BA47B9A} via transform  is already installed. MSINEWINSTANCE requires a new instance that is not installed.

 

Cause

This problem is caused by one of the following reasons:

  • The MSI installer package is not in the the Windows Installer cache at %WINDIR%\Installer.
  • The Commvault instance key was manually removed and an installation of the earlier version of the instance is being attempted. For example, on a computer that has a Service Pack 10 installed, the Commvault instance key is manually removed and Service Pack 9 installation is attempted. 

Resolution

Resolution 1

Use the Microsoft Program Install and Uninstall tool to uninstall the package.

For more information, see Fix problems that block programs from being installed or removed on the Microsoft Support website.

Resolution 2

  1. In the MSI log file, find the old MSI GUID.

    For example, you can find the old MSI GUID {13A3A91C-6A69-4C89-9D43-ADBB63DEF4CD} from the following line in the log file:

    Property(S): WIX_DOWNGRADE_DETECTED = {13A3A91C-6A69-4C89-9D43-ADBB63DEF4CD}

  2. In a command window, run the msiexec /x command and uninstall the MSI.

    For example, you can run msiexec /x {13A3A91C-6A69-4C89-9D43-ADBB63DEF4CD} in a cmd window to uninstall the MSI guid {13A3A91C-6A69-4C89-9D43-ADBB63DEF4CD}