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  4. Installation and Configuration Guide
  5. Appendix A: Troubleshooting

Appendix A: Troubleshooting

Error code: None
Message:
 The installation stops because the following prerequisites are missing on the server. Install these components first: 
<List of Missing Prerequisites>
Cause:
 The listed prerequisites are not installed.
Resolution:
 Install the missing prerequisites.
Error code: None
Message:
 Error connecting to the database. Check that the database server is up and that the 
Microsoft SQL Server
 services is running, then click 
OK
 to try again. Click 
Cancel
 to exit.
Cause:
 If this message appears after receiving a success with the 
Test Connection
 button, the application server installation is likely on a different domain than the installation for the database server (the MSI connects using Windows authentication).
Resolution:
Run the MSI with the 
msiexec
 command, and pass in the following parameters to specify a sys admin account:
IS_SQLSERVER_AUTHENTICATION=1
IS_SQLSERVER_USERNAME=sa
IS_SQLSERVER_PASSWORD=the_password
Error code: None
Message:
 ActiveX component can’t create object: ‘Scripting.FileSystemObject'MSI fails when attempting to run a VBScript custom action.
Cause:
 One or both of the following issues:
  • HBSS is enabled
  • McAfee overwrote the registry entry for VBScript.dll with its own entry.
Resolution:
 
  • Disable HBSS for installation
  • Check the value for the following parameter:
    HKLM/Software/Classes/CLSID/{B54F3741-5B07-11cf-A4B0-00AA004A55E8}\InprocServer32,
     Make sure the value is:
    C:\Windows\system32\vbscript.dll
Error code: None
Message:
 
Microsoft SQL Server
 is not installed.
Cause:
 The MSI displays this error during a new database installation if one of the following issues exists:
  • The version of 
    Microsoft SQL Server
     is earlier than 2012.
  • The MSI is being run from the application server.
Resolution:
 
  • Install 
    Microsoft SQL Server
     2012 or later.
  • Perform a new database server installation on the database server.
Error code: 2146893052
Message:
 Connection was successfully established with the server but an error occurred during the pre-login handshake (provider: SSL provider, error 0. the local security authority cannot be connected).
Cause:
 The 
Microsoft SQL Server
 password requirement is not met by the default password provided in the MSI.
Resolution:
 Choose a different password than the default password for 
ngad
. Enter a custom password that meets the strong password requirement of 
Microsoft SQL Server
.
Error code: 2147217843
Message:
 Failed to connect to SQL database (-2147217843 database_name).
Cause:
 When you receive this during upgrade, it could be corruption in the MSI.
Resolution:
 Contact 
BlackBerry AtHoc
 Support.
Error code: 2148217873
Message:
 Failed to execute SQL string, error detail: The statement has been terminated.
Cause:
 Bad data
For example, an SQL statement attempted to insert a null value into a column that does not accept nulls
Resolution:
 
BlackBerry AtHoc
 Support may be able to help fix the data. If you contact 
BlackBerry AtHoc
 Support, be prepared to provide the MSI log file for analysis.
Error code: 2147217887
Message:
 Generic Error
Cause:
 A problem with the MSI
Resolution:
 Report the issue to 
BlackBerry AtHoc
 Support; it requires a fix and new installation package.
Error code: 2147217900
Message:
 No additional message.
Cause:
 During a new installation, the 
ngad
 user password does not meet 
Microsoft SQL Server
 password requirements.
Resolution:
 Do not use the default password for 
ngad
 Enter a custom password that meets the strong password requirement of 
Microsoft SQL Server
.
Error code: 2147217900
Message:
 The operating system returned the error "5(Access is denied." while attempting to "restoreContaininer::ValidateTargetForCreation" on <path>."
Cause:
 
Microsoft SQL Server
 service account does not have permission to create files.
Resolution:
 Change the service account to “Local System account”.
Error code: 2147217900
Message:
 No additional message
Cause:
 The transaction log for database NGADDATA is full.
Resolution:
 Shrink the NGADDATA database and back up the transaction log.
Error code: 2147217900
Message:
 No additional message
Cause:
 The Application server logon account did not have a logon on the Database server, or did not have a 
Microsoft SQL Server
 logon with system administrator rights.
Resolution:
 Grant the correct permissions or switch to an account that has the correct permissions.
Error code: 2147217900
Message:
 3a CreateUsers Error running ATH_CREATE_USERS sp: error -2147217900, exec dbo.ATH_DROP_USERS @dropLogin = 1 
Cause:
 
Microsoft SQL Server
 is configured to require strong passwords, and the user chose to use the default password for the 
ngad
 database user, which does not meet strong password requirements.
Resolution:
 Do not use the default password for 
ngad
 Enter a custom password that meets the strong password requirement of 
Microsoft SQL Server
.
Error code: 2147217900
Message:
 3a CreateUsers Error running ATH_CREATE_USERS sp: error -2147217900, exec dbo.ATH_DROP_USERS @dropLogin = 1
Cause:
 The 
ngad
 user account was created manually (incorrectly).
Resolution:
 Call your DBA, or contact 
BlackBerry AtHoc
 Support. Be prepared to provide the MSI log file for analysis.
Error code: 2147319779
Message:
 Library not registered
Cause:
 
Scrrun.dll
 is not registered. This error occurs when one of the custom actions executes a 
CreateObject
 on 
Scripting.FileSystemObject
. This error occurs on some locked down systems.
Resolution:
 Register the 32-bit version of 
scrrun.dll
.
Error code: 2147467259
Message:
 Unspecified error
Cause:
 A connection to the database server could not be made and returns the COM error code: E_FAIL "Unspecified error", which is a generic return code when a COM method call fails.
Resolution:
 Make sure that the 
Microsoft SQL Server
 service is running or call 
BlackBerry AtHoc
 Support.
Error code: 2147467259
Message:
 Failed to connect to SQL database...
Cause:
 The Windows authentication for the MSI was improperly handled.
Resolution:
 Contact 
BlackBerry AtHoc
 support. Be prepared to provide the MSI log file for analysis.
Error code: None
Message:
 3 SetTransactionLogSize - Error: MODIFY FILE failed. Size is greater than MAXSIZE. Provider-SQL0LEDB.I;Server=192.168.0.127;Initial Catalog-msdb;Integrated Security=SSPI.
Cause:
 The transaction log size is already set to a larger value than the size that the MSI is attempting to set it to.
Resolution:
 Decrease the size of the database that is specified in the error message. Set the transaction log size to a value less than 10 GB.
Error code: 2147217900
Message:
 3a IWSDBCA_IncreaseTransactionLogSize forUpgrade - Error: -214721790, Database 'ngevent' cannot be opened due to inaccessible files or insufficient memory or disk space. See the 
Microsoft SQL Server
 error log for details.
Cause:
 Unsupported upgrade steps
Resolution:
 Contact 
BlackBerry AtHoc
 support and ask for a copy of 
ngevent.bak
, and restore it. Rerun the MSI after restoring 
ngevent
.
Error code: None
Message:
 Assertion failed in
 c:\documents
 and 
settings\robmen\local settings\temp\wp001\src\wcautil.cpp
. 
64 CustomAction ConfigureSql
 called 
WcaInitialize()
 but not 
WcaTerminate()
 Abort=Debug, Retry=Skip, Ignore=Skip all
Cause:
 Wix or Windows Installer bug
Resolution:
 Rerun the MSI.