Troubleshooting MSI Installations for Securly Classroom

This article provides guidance for troubleshooting MSI installations of the Securly application. The steps below include details on installation methods, logging, and common errors encountered during the installation process.

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Installation Overview

1. Breadcrumbs

   • When the installer succeeds, it creates a file indicating the type of MSI operation. This file helps in historical tracking of installation methods and outcomes.

2. Logged Installation

   • If the installer does not complete successfully, you need to retrieve a log file for troubleshooting.

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Installation Methods and Logging

Attended Installation

• Direct installation by double-clicking the installer will not automatically generate a log file.
• Command Line Installation: For a logged install, open an elevated Command Prompt or PowerShell window and run the following command with the absolute file path:
  shell

  Copy code

  msiexec /i c:\DyKnowCloud_x64.msi /l*v c:\install.log

Group Policy Installation

• For installations via Group Policy, enable logging by configuring registry settings:
  • Registry Path: HKEY_LOCAL_MACHINE\Software\Policies\Microsoft\Windows\Installer
    • String Value: Logging = voicewarmup
    • DWORD Value: Debug = 00000003
  • The log file will be generated in C:\Windows\Temp with the prefix MSI*.log.

InTune Installation

• Event Viewer Logs: When a "Fatal Error during installation" appears, check the Event Viewer:

  • Path: Event Viewer -> Windows Logs -> Application.
  • Look for logs from MsiInstaller that provide error details.

• Troubleshooting Pane: Use the Microsoft Intune admin center to troubleshoot conflicts or view additional logs.

  • Microsoft’s documentation: Troubleshoot app install issues in Intune.
  • Note: Information in this section may vary in availability for InTune for Education customers.

SCCM Installation

• For installations managed via SCCM, additional configurations may be required. Use InTune guidelines when SCCM logs are insufficient.

Desktop Authority Installation

• To obtain a logged install, use the attended installation parameters in "Additional Command Line Options."
• SLTrace Logs: Locate SLTrace logs in %TEMP%\Desktop Authority\SLTrace.htm for detailed logging.

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Reading and Analyzing Logs

1. Locate “Return Value 3” in Logs

   • Use a text editor or browser to open the log file, then search for “Return Value 3.” This usually precedes error messages, offering insight into what failed during the installation.

2. Common Errors and Resolutions

   • Error: "This action is only valid for products that are currently installed."

     • Cause: This error occurs if the cached MSI file becomes corrupted.
     • Solution: Locate and delete the cached MSI file in C:\Windows\Installer, or replace it with an identical copy (same product code, identical name).

   • Error: "This installation package could not be opened."

     • Symptom in Logs: MSI (c) (F4:D0) [Time]: MainEngineThread is returning 1620
     • Solution: Uninstall the application from "Add/Remove Programs" and try reinstalling with a fresh installer.

   • Error: Permissions Denied (Code 1603)

     • Cause: Permissions error when writing to HKEY_LOCAL_MACHINE\Software\Microsoft\Windows NT\CurrentVersion\Svchost.
     • Solution:
       1. Open Registry Editor (Run regedit).
       2. Navigate to HKEY_LOCAL_MACHINE\Software\Microsoft\Windows NT\CurrentVersion\Svchost.
       3. Ensure write permissions are granted to this registry subkey.
       4. Retry the logged install.

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Additional Resources

• Microsoft Intune Support Tip: Troubleshooting MSI App deployments in Intune
• Desktop Authority Forum: Check for discussions on failed MSI installers in the Desktop Authority forums by Quest.

For any unresolved issues, contact Securly Support and provide the log files generated during installation to expedite assistance.