How to troubleshoot Business Contact Manager Setup issues (901163)

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How to obtain Setup logs

When you troubleshoot Setup issues, you may have to obtain the following Setup logs, depending on the version of Business Contact Manager that you are installing:

Log name	The version to which the log applies
The Windows Installer Setup log	Business Contact Manager and Business Contact Manager Update
The MSDE Setup log	Business Contact Manager Update
The MSDE configuration log	MSDE

The Windows Installer Setup log

By default, the Windows Installer Setup log is not created when you install Business Contact Manager. You can use the following command to create this log during Business Contact Manager Setup:Note In this command, drive is the source location of the Setup file. Setup_log_name is the name that you want to use for the Windows Installer Setup log. The command-line switches are not case-sensitive. For example, use the following command to create the Windows Installer Setup log: Note Setup logs can become as big as 10 to 12 MB.

When you run this command in Business Contact Manager, both MSDE and Windows Installer Setup issues are logged in the Windows Installer Setup log. When you run this command in Business Contact Manager Update, the Setup.log file and the Msde_setup.log file are created. The Setup.log file contains any Setup errors that are not related to the MSDE Setup process that occur during Setup. If you are using Business Contact Manager Update, you can use both of these logs to troubleshoot Setup issues.

The MSDE Setup log

When you install Business Contact Manager Update, an MSDE Setup log is automatically created. The name of this file is Msde_setup_number.log. In this file name, number is a random number. For example, the name of the log file may be Msde_setup_1108685580.log. The MSDE Setup log is created in the user's Temp folder. To locate this file, click Start, point to Run, type %temp%, and then click OK.

Setup is divided into the following processes:

• Business Contact Manager Setup
• MSDE Setup

If Setup fails during the MSDE Setup process, you may want to obtain only the default MSDE log.

The MSDE configuration log

The MSDE configuration log is named Cnfgsvr.out. MSDE creates the Cnfgsvr.out file during Setup. The Cnfgsvr.out file contains any Setup or configuration errors. The Cnfgsvr.out file is located in one of the following folders, depending on the version of Business Contact Manager that you are using:

• Business Contact Manager:

  C:\Program Files\Microsoft SQL Server\MSSQL$MICROSOFTBCM\Install

• Business Contact Manager Update:

  C:\Program Files\Microsoft SQL Server\MSSQL$MICROSOFTSMLBIZ\Install

How to use the Setup logs

To find the source of a Setup error, search for "return value 3" in the Windows Installer Setup log and in the MSDE Setup log. The error information is located immediately before or after the "return value 3" string. However, the errors in the MSDE Setup log may be generic errors that point to several possible causes. If you cannot find the source of the problem in the MSDE Setup log, obtain a copy of the MSDE configuration log, Cnfgsvr.out. The Cnfgsvr.out file may contain enough detailed information to locate the source of the problem.

How to reset Business Contact Manager Setup

Warning Serious problems might occur if you modify the registry incorrectly by using Registry Editor or by using another method. These problems might require that you reinstall your operating system. Microsoft cannot guarantee that these problems can be solved. Modify the registry at your own risk.
Sometimes, Business Contact Manager Setup fails as soon as it starts. Or, Business Contact Manager Setup fails when it is halfway through the Setup process. This behavior can occur if you run Business Contact Manager Setup more than one time. If you run Business Contact Manager Setup more than one time, reset Business Contact Manager Setup.

To reset Business Contact Manager Setup, follow these steps:

1. Rename the following folder:

   C:\Program Files\Microsoft SQL Server

2. Rename the following registry subkeys:
   • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Microsoft SQL Server
   • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Microsoft SQL Server Setup\66563AD8-637B-407F-BCA7-0233A16891AB

If you use the Add or Remove Programs tool to remove Business Contact Manager, rename the following registry subkeys:

• Business Contact Manager:

  HKEY_CLASSES_ROOT\Installer\Products\8DA36566B736F704CB7A20331A8619BA

• Microsoft Office Small Business Edition:

  HKEY_CLASSES_ROOT\Installer\Products\E00686AB9D6929E4082F629B86B1A536

• Microsoft Office Business Contacts for Pocket PC:

  HKEY_CLASSES_ROOT\Installer\Products\68B6B2DDC87776948861B37868DEE1EB

How to determine whether a Setup error is related to MSDE

To determine whether a Setup error is related to MSDE, install the stand-alone MSDE package. If the installation of Business Contact Manager fails with an MSDE-related error, the stand-alone MSDE program will not be installed correctly. The installation of MSDE fails with the same error that occurs during the installation of Business Contact Manager.

To download MSDE, visit the following Microsoft Web site:

How to resolve common MSDE Setup issues

This section describes some of the most common MSDE Setup issues.

Setup fails if the ODBC drivers are missing

SymptomsIn Business Contact Manager and in Business Contact Manager Update, MSDE Setup fails and rolls back. Also, you may receive a 1919 error during Microsoft Office Setup.

When this issue occurs, the following error is logged in the MSDE log:

Executing "C:\Program Files\Microsoft SQL Server\80\Tools\Binn\cnfgsvr.exe -V 1 -M 1 -U sa -I "MICROSOFTSMLBIZ" -Q "SQL_Latin1_General_CP1_CI_AS""
MSI (c) (08:2C) [19:09:18:234]: Font created.  Charset: Req=0, Ret=0, Font: Req=MS Shell Dlg, Ret=MS Shell Dlg
Setup failed to configure the server. Refer to the server error logs and setup error logs for more information.
MSI (s) (80!30) [19:09:23:375]: Product: Microsoft SQL Server Desktop Engine -- Setup failed to configure the server. Refer to the server error logs and setup error logs for more information.
Action ended 19:09:23: InstallFinalize. Return value 3.

Additionally, the following error is logged in the Cnfgsvr.out file:

driver={sql server};server=HP7955\MICROSOFTSMLBIZ;UID=sa;PWD=;database=master
[Microsoft][ODBC Driver Manager] Data source name not found and no default driver specified

CauseThis problem occurs if the following registry subkey is missing: This issue may also occur if this registry subkey does not have valid registry entries. If this registry subkey is missing, you cannot use the ODBC tool in Control Panel to add or to create a new data source.

Users who experience a problem with the ODBC drivers report that they receive a 1919 error when Office is installed. This error is not directly related to Business Contact Manager Setup. If you receive this error, you can click Ignore and continue with Setup. ResolutionTo resolve this issue, copy the missing registry subkey from a computer that does not experience this problem.

Important When you copy a registry subkey from one computer to a computer that is experiencing this issue, you must verify that the system folder is the same on both computers. For example, the system folder must be C:\Windows on the source computer and on the destination computer. If the system folder is different on these computers, Setup will continue to fail.

For more information about how to resolve this issue, click the following article number to view the article in the Microsoft Knowledge Base: If the issue is not resolved after you copy the registry subkey, you can reinstall the MDAC drivers on the affected computer. To do this, follow these steps.

Important To perform this procedure, you must have the Windows XP installation CD. Or, you must have access to the Windows XP source files.

1. Configure Windows to show the hidden files:
   1. Click Start, and then click My Computer.
   2. On the Tools menu, click Folder Options.
   3. Click the View tab, and then click to select the check box that is next to Show hidden files and folders in the Advanced settings list.
   4. In the Advanced settings list, click to clear the check box that is next to Hide extensions for known file types, and then click OK.
2. Reinstall MDAC.
   
   Note You may not have to perform all the following steps.
   1. Click Start, click Run, type %windir%\inf, and then click OK.
   2. Right-click the Mdac.inf file, and then click Install.
   3. If you are running Microsoft Windows XP Service Pack 2 (SP2), insert the Windows XP SP2 CD when you are prompted, and then open the following location:

      Drive name:\Windows\ServicePackFiles\i386

      If you are running Windows XP, insert the Windows XP CD when you are prompted, and then open the following location:

      Drive name:\I386

      Note In both paths, Drive name is the name of the CD drive.
   4. When the installation is completed, restart the computer.

Errors are logged if the SQL protocols are missing

SymptomsIn Business Contact Manager and in Business Contact Manager Update, the following error is logged in the MSDE log file:

Executing "C:\Program Files\Microsoft SQL Server\80\Tools\Binn\cnfgsvr.exe -V 1 -M 1 -U sa -I "MICROSOFTSMLBIZ" -Q "SQL_Latin1_General_CP1_CI_AS""
MSI (c) (F4:B8) [17:43:50:750]: Font created.  Charset: Req=0, Ret=0, Font: Req=MS Shell Dlg, Ret=MS Shell Dlg

Setup failed to configure the server. Refer to the server error logs and setup error logs for more information.
MSI (s) (50!E4) [17:47:01:453]: Product: Microsoft SQL Server Desktop Engine -- Setup failed to configure the server. Refer to the server error logs and setup error logs for more information.

Action ended 17:47:01: InstallFinalize. Return value 3.

Additionally, the following data is logged in the Cnfgsvr.out file:

Starting Service ...

SQL_Latin1_General_CP1_CI_AS
-m -Q -T4022 -T3659
An error occurred while attempting to start the service (1460)
SQL Server configuration failed.

Cause These errors may occur if the SQL protocols are missing. ResolutionTo resolve this problem, run the Client Network utility. Then, use the SQL Networking utility to verify that the SQL protocols are enabled.

To run the Client Network utility, follow these steps:

1. Click Start, click Run, type cliconfg.exe, and then click OK.
2. Verify that Named Pipes and TCP/IP are enabled.

To use the SQL Networking utility to verify that the SQL protocols are enabled, follow these steps:

1. Click Start, click Run, type svrnetcn.exe, and then click OK.
2. Verify that Named Pipes and TCP/IP are enabled for the MICROSOFTSMLBIZ instance.

Note You can install Microsoft SQL Server when the computer is missing protocols. However, when you try to create a new database, you may receive a "Connection to the Database has Failed" error message after a successful installation.

Errors are logged if the SA password is blank

SymptomsIn Business Contact Manager and in Business Contact Manager Update, the following error may be logged in the Verbose log:An error was encountered during connection to server: 3 Ending custom action UpgDetectBlankSaLogin(). Action ended 12:18:21: UpgDetectBlankSaLogin.2D02443E_7002_4C0B_ABC9_EAB2C064397B. Return value 3. CauseThis issue may occur if the SA password is blank. WorkaroundTo work around this issue, run the following command:

d:\setup.exe /l*v sapwd=password

Note In this command, password is the password that you are using.

Important Make sure that you use a strong password.

For more information, click the following article number to view the article in the Microsoft Knowledge Base:

MSDE installation fails if the registry permissions are not correct

SymptomsIn Business Contact Manager and in Business Contact Manager Update, you cannot install MSDE, and you receive a 2835 error. Additionally, the following error is logged in the Verbose log:Error : unable to disable network access to MSDE. Ending custom action DisableNetAccess() Action ended 14:59:03: InstallFinalize. Return value 3. Cause This issue may occur if you do not have the appropriate rights to the following registry subkey: This issue can occur even if you are an Administrator.

Note You can run Regmon to help locate any permissions problems in the registry. The Regmon log will also contain an Access Denied error.ResolutionTo resolve this issue, use Registry Editor to give the Administrator group and the System group Full Control permissions for the following registry subkey and for all the entries:

MSDE Setup fails if the SQL performance counters are corrupted

Symptoms MSDE Setup fails and the following error is logged in the Verbose log: Starting custom action InstallPerfMon Registering performance counters from sqlctr.ini PerfmonLoad routine returned error code 6 Action ended 17:27:56: InstallFinalize. Return value 3. CauseThis issue occurs if the following registry subkey contains corrupted performance counters: ResolutionTo resolve this issue, contact Microsoft Product Support Services (PSS) Exchange Support to request the Performance Counter Rebuild Wizard. When you use the Performance Counter Rebuild Wizard, use the default settings.

Important This utility will remove and reset all the performance counters on the computer. If a program has installed its own set of performance counters, the Performance Counter Rebuild Wizard will remove the performance counters from the computer. Therefore, to use the performance counters, you must reinstall the original program. If the Performance Counter Rebuild Wizard does not resolve this issue, make sure that the following conditions are true:

• The values of the following registry subkeys are the same:
  • HKEY_LOCAL_MACHINE\Software\Microsoft\Windows NT\CurrentVersion\Perflib\009\Counter
  • HKEY_LOCAL_MACHINE\Software\Microsoft\Windows NT\CurrentVersion\Perflib\Last Counter
• The values of the following registry subkeys are the same:
  • HKEY_LOCAL_MACHINE\Software\Microsoft\Windows NT\CurrentVersion\Perflib\009\Help
  • HKEY_LOCAL_MACHINE\Software\Microsoft\Windows NT\CurrentVersion\Perflib\Last Help

For more information about how to resolve this issue, click the following article number to view the article in the Microsoft Knowledge Base:

2835 error occurs if the ODBC drivers are missing

SymptomsDuring the Business Contact Manager installation, Setup works as expected until you restart the computer. During this section of Setup, files were replaced or renamed. However, after you restart the computer, the following error may be logged:

sqlmangr.exe - Unable To Locate Component
---------------------------
"This application has failed to start because odbcbcp.dll was not found"

When this behavior occurs, the following error is logged in the Verbose log:

Starting custom action ConfigServer
Executing "C:\Program Files\Microsoft SQL Server\80\Tools\Binn\cnfgsvr.exe -V 1 -M 1 -U sa -I "MICROSOFTSMLBIZ" -Q "SQL_Latin1_General_CP1_CI_AS""
MSI (c) (50:00) [12:07:11:562]: Font created.  Charset: Req=0, Ret=0, Font: Req=MS Shell Dlg, Ret=MS Shell Dlg

Setup failed to configure the server. Refer to the server error logs and setup error logs for more information.
MSI (s) (9C!9C) [12:07:23:312]: Product: Microsoft SQL Server Desktop Engine -- Setup failed to configure the server. Refer to the server error logs and setup error logs for more information.

Action ended 12:07:23: InstallFinalize. Return value 3.

Additionally, the following error is logged in the Cnfgsvr.out file

Starting Service ...
SQL_Latin1_General_CP1_CI_AS
-m -Q -T4022 -T3659

Connecting to Server ...
driver={sql server};server=HPDESK\MICROSOFTSMLBIZ;UID=sa;PWD=;database=master
Specified driver could not be loaded due to system error  126 (sql server).

CauseThis issue may occur if any one of the following conditions is true:

• The following files are not present or have been renamed:
  • %Windir%\System32\Sqlsrv32.dll
  • %Windir%\System32\Sqlsrv32.rll
  • %Windir%\System32\Odbcbcp.dll
  Note You may receive a 2835 error if these files are not present.
• The Sqlsrv32.dll file is not present.
• In the System32 folder, the file name extensions do not appear for the following files:
  • The Sqlsrv32.rll file
  • The Odbcbcp.dll file

ResolutionTo obtain the Sqlsrv32.dll file, open the folder in which the service pack is installed. To obtain the file name extension of the Sqlsrv32.rll file, rename the file. Make sure to include the file name extension. To obtain the file name extension for the Odbcbcp.dll file, rename the file. Make sure to include the file name extension.

Note Make sure that these three files are from the same version of Business Contact Manager.

A 2835 error occurs

SymptomsThe following error is logged in the MSDE Setup log:

Starting custom action ConfigServer
Executing "C:\Program Files\Microsoft SQL Server\80\Tools\Binn\cnfgsvr.exe -V 1 -M 
1 -U sa -I "MICROSOFTBCM" -Q "SQL_Latin1_General_CP1_CI_AS""
DEBUG: Error 2835:  The control ErrorIcon was not found on dialog SetupError
Internal Error 2835. ErrorIcon, SetupError
Setup failed to configure the server. Refer to the server error logs and setup 
error logs for more information.
Action ended 9:10:47: InstallFinalize. Return value 3.

CauseThis error is a generic error. Sometimes, this error may occur if either of the following conditions is true:

• Another process is preventing MSDE from installing.
• You are using the Windows Management Instrumentation service.

If you are using Business Contact Manager, this error may occur if any of the following conditions are true:

• The registry permissions are incorrect. For more information about this condition, see the "MSDE installation fails if the Registry Permissions are not correct" section earlier in this article.
• ODBC.dlls are missing. For more information about this condition, see the "2835 error occurs if the ODBC drivers are missing" section earlier in this article.
• The Osbcinst.ini registry key is missing. For more information about this condition, see the "Setup fails if the ODBC drivers are missing" section earlier in this article.

Important If you experience a 2835 error, make sure to examine the Cnfgsvr.out file. In this case, the 2835 error is a generic error. You can examine the Cnfgsvr.out file to determine how to troubleshoot this error.

Error occurs when you run Setup on a terminal server

SymptomsWhen you set up MSDE by using Microsoft Windows Terminal Services, the following error may be logged in the Setup log:

SOFTWARE\Microsoft\Microsoft SQL Server Setup.{E09B48B5-E141-427A-AB0C-D3605127224A}
TempFolder is C:\DOCUME~1\Default\LOCALS~1\Temp\{E09B48B5-E141-427A-AB0C-D3605127224A}\
Loading extended custom action library C:\DOCUME~1\Default\LOCALS~1\Temp\{E09B48B5-E141-427A-AB0C-D3605127224A}\sqlcax.dll
SOFTWARE\Microsoft\Microsoft SQL Server Setup.{E09B48B5-E141-427A-AB0C-D3605127224A}
Starting custom action InstallSQLAgentSecurity
InstallSQLAgentSecurity failed (COMPUTER,LocalSystem,203).
Action ended 22:51:25: InstallFinalize. Return value 3.

StatusThis behavior is by design. More information For more information, click the following article number to view the article in the Microsoft Knowledge Base:

Setup fails if hidden files do not have file name extensions

SymptomsSetup fails.CauseThis problem may occur if the root of the drive that you want to install Business Contact Manager on contains a file that is named "program" without a file name extension. This problem has only been reported in Business Contact Manager. This problem has not been reported in Business Contact Manager Update.More information For more information, click the following article number to view the article in the Microsoft Knowledge Base:

Error occurs if the Server service is not running

SymptomsIn Business Contact Manager and in Business Contact Manager Update, the following error is logged in the Verbose log:

Starting custom action InstallSQLAgentSecurity
InstallSQLAgentSecurity failed (MyComputerName,LocalSystem,87).
Action ended 11:26:02: InstallFinalize. Return value 3.

Cause This issue may occur if the Server service is not running.

Note This error is similar to the terminal server error, except the error number will be different. Also, you may also see a File and Printer Sharing error if the Server service is not started.ResolutionMSDE requires that the Server service be started. If the Server service is not started, MSDE cannot be installed.

For more information, click the following article number to view the article in the Microsoft Knowledge Base:

Error occurs when you try to install MSDE on a domain controller

SymptomsThe following error is logged in the Verbose log:

SOFTWARE\Microsoft\Microsoft SQL Server Setup.{E09B48B5-E141-427A-AB0C-D3605127224A}
Starting custom action InstallSQLAgentSecurity
InstallSQLAgentSecurity failed (<COMPUTERNAME>,LocalSystem,87).
Action ended 17:37:12: InstallFinalize. Return value 3.

CauseThis issue may occur if you try to install MSDE on a domain controller. MSDE cannot be installed on a domain controller. Setup will fail if the destination domain controller is not the primary domain controller (PDC). This issue may also occur if the PDC is offline.

Error occurs when you try to install Business Contact Manager on a computer that is running Windows XP SP2

SymptomsYou cannot install Business Contact Manager on a computer that is running Windows XP SP2. Additionally, the following error is logged in the Verbose log:

SOFTWARE\Microsoft\Microsoft SQL Server Setup.{66563AD8-637B-407F-BCA7-0233A16891AB}
Entering Function MyMsiEvaluateCondition
MsiEvaluateCondition for SQLMSDEInstalled returned TRUE
End Function MyMsiEvaluateCondition
Error reading setup parameters
Action ended 9:49:10: RestoreSetupParams.2D02443E_7002_4C0B_ABC9_EAB2C064397B. Return value 3.
MSI (c) (EC:F4) [09:49:10:234]: Doing action: SetupCompleteError
Action 9:49:10: SetupCompleteError.

Additionally, the following error is logged in the Cnfgsvr.out file:ResolutionWarning Serious problems might occur if you modify the registry incorrectly by using Registry Editor or by using another method. These problems might require that you reinstall your operating system. Microsoft cannot guarantee that these problems can be solved. Modify the registry at your own risk.
To resolve the problem, delete the following subkey: Note By default, you cannot rename or delete this subkey. To delete this subkey, you must change the permissions of the logged on user. If you receive an "Access is Denied" error or another permissions error when you try to delete this subkey, verify that the logged on user has Full Control permissions for this subkey:

1. Click Start, point to Run, type regedit, and then click OK.
2. Locate the following registry subkey:

   HKEY_LOCAL_MACHINE\Software\Microsoft\Microsoft SQL Server

3. Right-click this subkey, and then click Permissions.
4. Make sure that the Administrators group, the System group, and the logged on user have Full Control permissions.

You may have to propagate these permission settings throughout the SQL server. To propagate these permissions, right-click the registry subkey, click Permissions, click Advanced, and then click the Replace permission entries on all child objects with entries shown here that apply to child objects check box.