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The NetWorker server package is installed on a Microsoft Windows operating system. An in-place upgrade using the "upgrade" option was performed; the upgrade completes successfully. NetWorker authentication attempts fail with "Make sure the server is running." This issue can be observed either for the NMC gst service or authc service. Attempting to uninstall and reinstall NetWorker 19.7.x over existing folder structure fails during AUTHC service installation and roll back. The following error can be observed in the install log: [18334:1834C][2022-09-23T12:43:52]i301: Applying execute package: AuthC, action: Install, path: C:\ProgramData\Package Cache\{1D45C386-366D-472D-87D3-ED12248BD250}v19.7.0.1\Authc.msi, arguments: ' ARPSYSTEMCOMPONENT="1" MSIFASTINSTALL="7" CONFIGFIREWALL="1" INSTALLFOLDER="C:\Program Files\EMC NetWorker\nsr\authc-server" JAVAHOME="C:\Program Files\NRE\java\jre1.8.0_333" TCPROTOCOL="https" TCHOME="C:\Program Files\EMC NetWorker\nsr\authc-server\tomcat" TOMCAT7="C:\Program Files\EMC NetWorker\nsr\authc-server\tomcat\bin\tomcat7.exe" HOSTNAME="DC.amer.lan" TCPORT="9090" AUTHCDB="C:\Program Files\EMC NetWorker\nsr\authc-server\tomcat\data" AUTHCJAVASECURITYPATH="C:\Program Files\EMC NetWorker\nsr\authc-server\conf" AUTHCBANNERPATH="C:\Program Files\EMC NetWorker\nsr\authc-server\conf" JAVAEXE="C:\Program Files\NRE\java\jre1.8.0_333\bin\java.exe" KEYTOOL="C:\Program Files\NRE\java\jre1.8.0_333\bin\keytool.exe" CREATEKSFNEW="no" MIGRATETCKEYSTORE="no" KSFPATH="C:\Program Files\EMC NetWorker\nsr\authc-server\tomcat\conf\authc.keystore" TSFPATH="C:\Program Files\EMC NetWorker\nsr\authc-server\conf\authc.truststore" KSFPASSWORD="*****" CACERTSPATH="C:\Program Files\NRE\java\jre1.8.0_333\lib\security\cacerts" CACERTSPASSWORD="*****" TCCERTEXISTCACERTS="yes" TCCERTPASSWORD="*****" SAMLCERTPASSWORD="*****" TSFPASSWORD="*****" TCPORTINUSE="no" ADMINPASSWORD="*****" STARTSVC="no" REINSTALL=""' [18334:1834C][2022-09-23T12:44:00]e000: Error 0x80070643: Failed to install MSI package. [18334:1834C][2022-09-23T12:44:00]e000: Error 0x80070643: Failed to execute MSI package. [1837C:12A70][2022-09-23T12:44:00]e000: Error 0x80070643: Failed to configure per-machine MSI package. [1837C:12A70][2022-09-23T12:44:00]i319: Applied execute package: AuthC, result: 0x80070643, restart: None [1837C:12A70][2022-09-23T12:44:00]e000: Error 0x80070643: Failed to execute MSI package . Impacted versions: 19.7.0.0 -> 19.7.0.4
Error 0x80070643 typically results from incorrect system settings, malware or virus infection, driver malfunction, corrupted or missing system files, or old program versions not removed correctly. This issue was raised to NetWorker engineering.
Solution: This issue was fixed in NetWorker 19.8.0.0. NOTE: NetWorker 19.8.x is End of Support Life (EOSL) as of 2025-11-30. If the NetWorker server is 19.8.x or older. It is advised to upgrade to a newer release to avoid support impacts. Upgrade NetWorker to one of the above releases (or later): https://www.dell.com/support/home/product-support/product/networker/drivers Workaround: NetWorker must be reinstalled with new authcdb . 1. If NetWorker was successfully uninstalled. Rename the current "authc-server" folder in the installation path. For example: C:\Program Files\EMC NetWorker\nsr\authc-server 2. Reinstall NetWorker again configuring fresh authcdb . 3. If an external authority was previously configured, it must be reconfigured into the new authcdb : NetWorker: How To Set up AD/LDAP Authentication If NetWorker Installation Continues to Fail During Authc install perform the following: 1. Ensure the NetWorker package is removed from Programs and Features; Rename the entire " EMC NetWorker " folder. Default: C:\Program Files\EMC NetWorker\ 2. Initiate the installation again using new default path location. NetWorker can be installed to another location as wanted. 3. Once the installation completes, confirm that you can log in to the NMC. 4. If no authentication or NMC access issue is observed, stop services: net stop nsrexecd /y 5. Copy the following folders from the old NetWorker installation path to the new install location: Folder (relative to the NetWorker Install location) Function ..\nsr\res\nsrdb NetWorker server resource database; Contains records of all the configured resources in NetWorker. ..\nsr\res\jobdsb (Optional) NetWorker jobs database; Contains records about all NetWorker tasks within the jobsdb retention window (default 72 hours.) ..\nsr\res\nsrladb NetWorker client authentication database; this database contains NetWorker peer certificate resources between the NetWorker server and all other NetWorker resources. ..\nsr\mm Media database; This database contains the records of all available backup and clone jobs on the NetWorker server. The mm can be backed up as an .xdr file: How To Export the NetWorker Media Database Using nsrmmdbasm ..\nsr\index Client file index; It is only necessary to copy this folder if the server is configured to use ..\nsr\index . Sometimes the server has the index partition on its own volume. If the index is stored on a separate volume, copying the index from the old install location is not necessary. Before copying the index, ensure that there is adequate space on the install volume to copy the directory. Indexes have the potential to be several hundred GB or larger. ..\nsr\lockbox NetWorker lockbox files. The NetWorker server contains its own lockbox; however, additional lockboxes may exist if the server performs module and Meditech backups. NetWorker: How to re-create the lockbox and reset all NetWorker server resource passwords ..\Management\nmcdb NetWorker Management Console database; This folder contains NMC Reports data and the NMC permissions configurations. In some instances, the NMC service crashes; this requires recovering the nmcdb from a backup: NetWorker: How to Recover the NMC database? 6. Start NetWorker services: net start nsrd If the NMC is installed on the NetWorker server: net start gstd 7. If an external authority was configured, it must be reconfigured into the new authcdb: NetWorker: How To Set up AD/LDAP Authentication Special Considerations (Support Required Actions): If any issues are observed with NetWorker configuration or media, a nsrdr must be performed; using a bootstrap backup from when the server was last in a stable state. If the NetWorker software is stuck in a semi-installed state; meaning, services exist, but the package is not installed under Programs and Features or conversely.
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