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Druva Documentation

inSync Client installation fails due to an existing client installation

This article applies to:

  • OS: Windows 7.0 and later
  • Product edition: inSync Cloud and On-Premises clients

Problem description

At times a fresh installation or an upgrade of the inSync Client may fail with one of the following errors:

  • A later version of 5.8 is already installed.
  • A previous version of 5.8 is already installed.

    AlreadyInstalledError.png

The error is displayed even after the inSync Client is completely uninstalled and inSync directories are deleted from the device.

Traceback

The following events are saved to the Windows Application event logs following the error:

Log Name: Application 
Source: MsiInstaller 
Date: 1/26/2018 9:49:13 AM 
Event ID: 1013 
Task Category: None 
Level: Error 
Keywords: Classic 
User: ABCDOMAIN\trialuser
Computer: THIS123-IS456A.sampledevice.com 
Description: 
Product: Druva inSync 5.8 -- A later version of Druva inSync 5.8 is already installed. 

Log Name: Application 
Source: MsiInstaller 
Date: 1/26/2018 9:49:16 AM 
Event ID: 10005 
Task Category: None 
Level: Error 
Keywords: Classic 
User: ABCDOMAIN\trialuser
Computer: THIS123-IS456A.sampledevice.com 
 
Description: 
Product: Druva inSync 5.9.5 -- The installer has encountered an unexpected error installing this package. This may indicate a problem with this package. The error code is 2753. The arguments are: dist_inSyncAgent_exe, , 

Resolution

Before you begin:

  • Verify whether C:\inSync4 or C:\ProgramData\Druva\inSync4 folder is deleted.
  • Open the registry editor. (Start > Run > Regedit )
  • Please verify the C:\inSync4 or C:\ProgramData\Druva\inSync4 folder has been deleted before following the below steps.
  • Back up the registry location before making any changes.

Solution 1

To resolve this issue:

  1. Log in to the device as an administrator. 
  2. Open Registry Editor (Start > Run > Regedit).
  3. Go to HKEY_CLASSES_ROOT\Installer\Products.
  4. Search for a GUID with the ProductName key string for Druva.  You may find multiple GUIDs for Druva if inSync was not uninstalled successfully.

    RegistryEditor.png
  5. After taking a backup, delete the GUID.
  6. Restart the device and reinstall the inSync Client.
    If the issue persists, please contact Druva support to troubleshoot further.

Solution 2

In some scenarios, none of the above registry entries are displayed. In such a scenario, perform the verbose installation of inSync 5.8.5 from the command prompt as described below:

  1. Open the command prompt with administrative privileges.
  2. Navigate to the folder containing inSync msi package and run the following command. 

    msiexec /i <name of the inSync package> /L*v C:\filename.log

    The command creates a log file of the installation.
  3. If the installation still fails, check the log that displays the following traceback:

    MSI (s) (54:08) [14:33:50:990]: Unexpected or missing value (name: 'PackageName', value: '') in key 'HKLM\Software\Classes\Installer\Products\A4A937539AE62B34ABC43BFE18A5CDED\SourceList' 

    CustomAction returned actual error code 1610 (note this may not be 100% accurate if translation happened inside sandbox) 
    MSI (s) (54:24) [14:33:50:991]: Note: 1: 1714 2: Druva inSync 5.9.5 3: 1610 
    MSI (s) (54:24) [14:33:50:991]: Note: 1: 2205 2: 3: Error 
    MSI (s) (54:24) [14:33:50:991]: Note: 1: 2228 2: 3: Error 4: SELECT `Message` FROM `Error` WHERE `Error` = 1714 
    Error 1714. The older version of Druva inSync 5.9.5 cannot be removed. Contact your technical support group. System Error 1610. 
    MSI (s) (54:24) [14:33:57:739]: Note: 1: 2205 2: 3: Error 
    MSI (s) (54:24) [14:33:57:739]: Note: 1: 2228 2: 3: Error 4: SELECT `Message` FROM `Error` WHERE `Error` = 1709 
    MSI (s) (54:24) [14:33:57:739]: Product: Druva inSync 5.9.5 -- Error 1714. The older version of Druva inSync 5.9.5 cannot be removed. Contact your technical support group. System Error 1610. 

  4. After taking a backup, delete the GUID.

  5. Restart the device and again install the inSync Client