You receive an error message when you use the push installation method to upgrade a computer that is running Microsoft Operations Manager (MOM) 2000 Service Pack 1 to MOM 2005 (887309)


The information in this article applies to:

  • Microsoft Operations Manager 2005

SYMPTOMS

When you use the push installation method in Microsoft Operations Manager (MOM) 2005 to upgrade a computer that is running the MOM 2000 Service Pack 1 (SP1) agent to the MOM 2005 agent, the MOM agent upgrade process may stop responding, and you may receive the following error message when you click Details on the Microsoft Operations Manager Task Progress dialog box:
Failed DOMAIN\ServerName

The agent management task timed out while processing the requested operation for managed computer ServerName.FQDN.com.

The agent management task will continue to run on managed computer ServerName.FQDN.com, but will not update the agent settings in the database. Rerun the agent management task operation later.
You must also examine the MOM agent computer for the following additional symptoms:
  • The Unwise.exe process is running in Task Manager on the MOM agent computer.
  • Two Msiexec.exe processes are running in Task Manager on the MOM agent computer.
  • You receive the following error message in a Wise Uninstall dialog box on the MOM agent computer:
    Could not open INSTALL.LOG file.
    If you use Terminal Services to access the MOM agent computer, this dialog box may not appear.

CAUSE

Typically, this problem occurs on computers that were previously upgraded from MOM 2000 to MOM 2000 SP1.

When this upgrade occurs, the version of the Unwise.exe file that was installed when the MOM 2000 agent was installed has a time stamp of June 25, 1999. This file is not the version that you must have to remove the MOM 2000 SP1 agent.

When MOM 2005 accesses the incorrect version of the Unwise.exe file, you receive the error message that is mentioned in the "Symptoms" section. Additionally, when you perform an unattended upgrade of the MOM 2000 SP1 agent, the MOM 2005 Setup program may wait indefinitely for the error message dialog box to be closed.

However, the error message dialog box may be closed or the Msiexec.exe process that accessed the Unwise.exe process may stop abnormally, perhaps to try to resolve the agent deployment problem. If this behavior occurs, both the MOM 2000 SP1 agent and the MOM 2005 agent may be installed on the agent-managed computer.

In this case, you should remove the MOM 2000 SP1 agent first. To do this, use Add/Remove Programs in Control Panel on the computer where the MOM 2000 SP1 agent is installed. Then, remove and then reinstall the MOM 2005 agent.

The Unwise.exe process may be waiting for the error message dialog box to be closed. But in this scenario, the dialog box was not observed and the parent Msiexec.exe process was abnormally ended to try to resolve the agent deployment problem. When the parent Msiexec.exe process is stopped abnormally, the Unwise.exe process may stop responding.

WORKAROUND

To work around this problem, use one of the following methods, depending on your situation:

If you have not upgraded to the MOM 2005 agent

If you have not yet upgraded the MOM 2000 SP1 agent to the MOM 2005 agent, you must replace any versions of the Unwise.exe file that have a time stamp of June 25, 1999, to a version of the Unwise.exe file that has a time stamp of September 28, 2001, or a later version. A more recent version of the Unwise.exe file can be copied from another computer that has been successfully upgraded to the MOM 2005 agent.

If you tried to upgrade the MOM 2000 SP1 agent to the MOM 2005 Agent, and the upgrade failed

When this problem occurs, do not close the Wise Uninstall dialog box until you follow these steps:
  1. On the MOM agent computer, right-click the taskbar, and then click Task Manager.
  2. In Task Manager, click View, and then click Select Columns.
  3. In the Select Columns dialog box, click to select the PID (Process Identifier) check box, and then click OK.
  4. In Task Manager, locate the Unwise.exe process, and then note the Process Identifier (PID). If the Unwise.exe process is not running, this article does not apply to your problem.
  5. If you see two Msiexec.exe processes that are running in Task Manager, you may be able to complete the upgrade process. To complete the upgrade, you must run another instance of Unwise.exe at a command prompt by using the version of the Unwise.exe file that has a time stamp of September 28, 2001. To do this, follow these steps:
    1. On the MOM agent computer, click Start, click Run, type cmd, and then click OK.
    2. At the command prompt, locate the folder that contains the Unwise.exe file that has a time stamp of September 28, 2001.
    3. At the command prompt, type the following command:

      unwise.exe MOM2000SP1FolderPath\AgentInstall.log

      For example, type the following command:

      unwise.exe d:\Program Files\Microsoft Operations Manager 2000\AgentInstall.log

    4. After the Unwise.exe process finishes, you can close the Wise Uninstall dialog box. Or, if the dialog box is not visible in the current session, you must end the Unwise.exe process by clicking Unwise.exe in Task Manager and then clicking End Process.
  6. If the Msiexec.exe process for the MOM 2005 agent upgrade is running, the MOM 2005 upgrade will continue. However, if the Msiexec.exe process for the MOM 2005 agent upgrade is not running, you must reinstall the MOM 2005 agent.

STATUS

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.
Modification Type:MinorLast Reviewed:6/13/2005
Keywords:ATdownload kbtshoot kbprb KB887309 kbAudITPRO kbAudEndUser
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