MARS Agent - SnapIn error "Configuration error" - and can't uninstall

Question

Hi,
On an Windows Server 2019 I recently updated the agent to latest. I find the SnapIn to fail, have tried to restart and re-schedule (fails), and still I got the message:

I have also tried to uninstall, but It also fails. Imaybe have been stupid to remove some guid-folder on one data-disk (don't know if there was some msi related things...). Anyways I got the message:

C:\Windows\Temp\OBManagedlog.LOGCurr.errlog

1AC4	1F14	10/01	21:44:37.042	10	BackEnd.cs(265)				NORMAL	BackEnd.ParseCommandLine : Parsing Commandline  
1AC4	1F14	10/01	21:44:37.042	10	BackEnd.cs(368)				NORMAL	ParseCommandLine :: UnInstall Invoked  
1AC4	1F14	10/01	21:44:37.042	10	Program.cs(45)				NORMAL	D:\Microsoft Azure Recovery Services Agent\Microsoft Azure Recovery Services Agent\bin\ManagedSetup.exe/d  
1AC4	1F14	10/01	21:44:37.042	10	SetupWizard.cs(165)				NORMAL	SetupWizard:: In LaunchSetup  
1AC4	1F14	10/01	21:44:37.042	10	SetupWizard.cs(677)				NORMAL	SetupWizard.GrabSetupMutex : Create setup mutex  
1AC4	1F14	10/01	21:44:37.042	10	SetupWizard.cs(694)				NORMAL	SetupWizard.GrabSetupMutex : Try to grab setup mutex  
1AC4	1F14	10/01	21:44:37.042	10	SetupWizard.cs(705)				NORMAL	SetupWizard.GrabSetupMutex : Setup mutex grabbed  
1AC4	1F14	10/01	21:44:37.042	10	SetupWizard.cs(221)				NORMAL	SetupWizard.Runsetup entered  
1AC4	1F14	10/01	21:44:37.042	10	SetupWizard.cs(263)				NORMAL	SetupWizard.Runsetup : Start the wizard  
1AC4	1F14	10/01	21:44:37.167	10	UninstallWelcomePage.cs(245)				NORMAL	The scratch location from the regkey is D:\Microsoft Azure Recovery Services Agent\Scratch\Scratch  
1AC4	1F14	10/01	21:44:37.167	10	SetupWizard.cs(315)				NORMAL	Starting the wizard  
1AC4	1F14	10/01	21:44:37.245	10	UninstallWelcomePage.cs(61)				NORMAL	<<< Dialog >>> Uninstall Welcome Page : Entered  
1AC4	1F14	10/01	21:44:38.276	10	UninstallWelcomePage.cs(69)				NORMAL	<<< Dialog >>> Uninstall Welcome Page : Leaving  
1AC4	1F14	10/01	21:44:38.292	10	UninstallProgressPage.cs(69)				NORMAL	<<< Dialog >>> Progress Page : Entering  
1AC4	10DC	10/01	21:44:38.308	10	UninstallProgressPage.cs(247)				NORMAL	UninstallProgressPage: Inside Uninstaller thread  
1AC4	10DC	10/01	21:44:38.323	10	BackEnd.cs(1908)				WARNING	IGNORING Microsoft Azure Recovery Services Agent UI Close Exception System.NullReferenceException: Object reference not set to an instance of an object.  
1AC4	10DC	10/01	21:44:38.323	10	BackEnd.cs(1908)				WARNING	   at Microsoft.Internal.EnterpriseStorage.Dls.Setup.BackEnd.CloseMOBSUI()  
1AC4	10DC	10/01	21:44:38.323	10	BackEnd.cs(2397)				WARNING	IGNORING Event Viewer UI Close Exception System.NullReferenceException: Object reference not set to an instance of an object.  
1AC4	10DC	10/01	21:44:38.323	10	BackEnd.cs(2397)				WARNING	   at Microsoft.Internal.EnterpriseStorage.Dls.Setup.BackEnd.CloseEventViewer()  
1AC4	10DC	10/01	21:44:38.323	10	Installer.cs(292)				NORMAL	Installer.Installer : Create callback function instance  
1AC4	10DC	10/01	21:44:38.323	10	Installer.cs(345)				NORMAL	Installer.Install : Set UI level (INSTALLUILEVEL_NONE|INSTALLUILEVEL_SOURCERESONLY )  
1AC4	10DC	10/01	21:44:38.323	10	Installer.cs(347)				NORMAL	Function >> MsiSetInternalUI  
1AC4	10DC	10/01	21:44:38.323	10	Installer.cs(351)				NORMAL	MsiSetInternalUI returned {0}  
1AC4	10DC	10/01	21:44:38.323	10	Installer.cs(358)				NORMAL	Installer.Install : Register external callback function with windows installer  
1AC4	10DC	10/01	21:44:38.323	10	Installer.cs(360)				NORMAL	Function >> MsiSetExternalUI  
1AC4	10DC	10/01	21:44:38.323	10	Installer.cs(659)				NORMAL	Un-Install  
1AC4	10DC	10/01	21:44:38.323	10	Installer.cs(668)				NORMAL	Msi package path  
1AC4	10DC	10/01	21:44:38.323	10	Installer.cs(941)				NORMAL	Installer.LaunchMsi : Install the product  
1AC4	10DC	10/01	21:44:38.323	10	Installer.cs(942)				NORMAL	Installer.LaunchMsi : package =   
1AC4	10DC	10/01	21:44:38.323	10	Installer.cs(943)				NORMAL	Installer.LaunchMsi : command line =  REBOOT="ReallySuppress" REMOVE=ALL  
1AC4	10DC	10/01	21:44:38.323	10	Installer.cs(945)				NORMAL	Function >> MsiInstallProduct  
1AC4	10DC	10/01	21:44:38.323	10	Installer.cs(744)				NORMAL	Installer.Install : Check if logging is enabled  
1AC4	10DC	10/01	21:44:38.323	10	Installer.cs(746)				NORMAL	Enable msi logging (verbose). The log is appended into the setup log file.  
1AC4	10DC	10/01	21:44:38.323	10	Installer.cs(750)				NORMAL	Installer.Install : Logging enabled. Enable logging using MsiEnableLog  
1AC4	10DC	10/01	21:44:38.323	10	Installer.cs(754)				NORMAL	Function >> MsiEnableLog  
1AC4	10DC	10/01	21:44:38.323	10	Installer.cs(763)				NORMAL	MsiEnableLog returned {0}.0  
1AC4	10DC	10/01	21:44:38.323	10	Installer.cs(773)				NORMAL	Installer.LaunchMsi : MsiEnableLog successfull  
1AC4	10DC	10/01	21:44:38.339	10	Installer.cs(1418)				NORMAL	Installer.ExternalUIHandler : INSTALLMESSAGE_RESOLVESOURCE message  
1AC4	10DC	10/01	21:44:38.354	10	Installer.cs(811)				NORMAL	MsiInstallProduct returned1612  
1AC4	10DC	10/01	21:44:38.354	10	Installer.cs(868)				WARNING	Installer.LaunchMsi : Install failed  
1AC4	10DC	10/01	21:44:38.354	10	BackEnd.cs(1739)				WARNING	Failed to Uninstall Microsoft Azure Recovery Services Agent Exception : Microsoft.Internal.EnterpriseStorage.Dls.Setup.Exceptions.MsiInvokeException: Exception of type 'Microsoft.Internal.EnterpriseStorage.Dls.Setup.Exceptions.MsiInvokeException' was thrown.  
1AC4	10DC	10/01	21:44:38.354	10	BackEnd.cs(1739)				WARNING	   at Microsoft.Internal.EnterpriseStorage.Dls.Setup.Wizard.Installer.Uninstall()  
1AC4	10DC	10/01	21:44:38.354	10	BackEnd.cs(1739)				WARNING	   at Microsoft.Internal.EnterpriseStorage.Dls.Setup.BackEnd.UninstallMsi(InstallerMessageEventHandler MsgEventHandler, InstallerProgressEventHandler ProgEventHandler)  
1AC4	10DC	10/01	21:44:38.354	10	BackEnd.cs(1739)				WARNING	*** Mojito error was: UninstallFailed; 1612; WindowsAPI  
1AC4	10DC	10/01	21:44:38.354	10	UninstallProgressPage.cs(261)				NORMAL	Microsoft.Internal.EnterpriseStorage.Dls.Setup.BackEndException: Failed to uninstall Microsoft Azure Recovery Services Agent.  
1AC4	10DC	10/01	21:44:38.354	10	UninstallProgressPage.cs(261)				NORMAL	   at Microsoft.Internal.EnterpriseStorage.Dls.Setup.BackEnd.UninstallMsi(InstallerMessageEventHandler MsgEventHandler, InstallerProgressEventHandler ProgEventHandler)  
1AC4	10DC	10/01	21:44:38.354	10	UninstallProgressPage.cs(261)				NORMAL	   at Microsoft.Internal.EnterpriseStorage.Dls.Setup.Wizard.UninstallProgressPage.InstallerThreadEntry()  
1AC4	1F14	10/01	21:44:40.405	10	SetupWizard.cs(926)				NORMAL	UnInstallation is done  
1AC4	1F14	10/01	21:44:40.405	10	SetupWizard.cs(783)				NORMAL	Microsoft Azure Recovery Services setup over.  
1AC4	1F14	10/01	21:44:40.405	10	SetupWizard.cs(1126)				NORMAL	FinishWizard entered  
1AC4	1F14	10/01	21:44:40.405	10	SetupWizard.cs(1166)				NORMAL	SetupWizard.FinishInstall : FinishUninstall entered  
1AC4	1F14	10/01	21:44:40.451	10	SetupWizard.cs(710)				NORMAL	SetupWizard.ReleaseSetupMutex : Release setup mutex  
  

C:\Windows\Temp\cbpInstaller0Curr.errlog

=== Verbose logging started: 2020-10-01  23:44:38  Build type: SHIP UNICODE 5.00.10011.00  Calling process: D:\Microsoft Azure Recovery Services Agent\Microsoft Azure Recovery Services Agent\bin\ManagedSetup.exe ===  
MSI (c) (C4:D8) [23:44:38:339]: Resetting cached policy values  
MSI (c) (C4:D8) [23:44:38:339]: Machine policy value 'Debug' is 0  
MSI (c) (C4:D8) [23:44:38:339]: ******* RunEngine:  
           ******* Product: {FFE6D16C-3F87-4192-AF94-DDBEFF165106}  
           ******* Action:   
           ******* CommandLine: **********  
MSI (c) (C4:D8) [23:44:38:339]: Client-side and UI is none or basic: Running entire install on the server.  
MSI (c) (C4:D8) [23:44:38:339]: Grabbed execution mutex.  
MSI (c) (C4:D8) [23:44:38:339]: Cloaking enabled.  
MSI (c) (C4:D8) [23:44:38:339]: Attempting to enable all disabled privileges before calling Install on Server  
MSI (c) (C4:D8) [23:44:38:339]: Incrementing counter to disable shutdown. Counter after increment: 0  
MSI (s) (C0:BC) [23:44:38:339]: Running installation inside multi-package transaction {FFE6D16C-3F87-4192-AF94-DDBEFF165106}  
MSI (s) (C0:BC) [23:44:38:339]: Grabbed execution mutex.  
MSI (s) (C0:34) [23:44:38:339]: Resetting cached policy values  
MSI (s) (C0:34) [23:44:38:339]: Machine policy value 'Debug' is 0  
MSI (s) (C0:34) [23:44:38:339]: ******* RunEngine:  
           ******* Product: {FFE6D16C-3F87-4192-AF94-DDBEFF165106}  
           ******* Action:   
           ******* CommandLine: **********  
MSI (s) (C0:34) [23:44:38:339]: Machine policy value 'DisableUserInstalls' is 0  
MSI (s) (C0:34) [23:44:38:339]: User policy value 'SearchOrder' is 'nmu'  
MSI (s) (C0:34) [23:44:38:339]: User policy value 'DisableMedia' is 0  
MSI (s) (C0:34) [23:44:38:339]: Machine policy value 'AllowLockdownMedia' is 0  
MSI (s) (C0:34) [23:44:38:339]: SOURCEMGMT: Media enabled only if package is safe.  
MSI (s) (C0:34) [23:44:38:339]: SOURCEMGMT: Looking for sourcelist for product {FFE6D16C-3F87-4192-AF94-DDBEFF165106}  
MSI (s) (C0:34) [23:44:38:339]: SOURCEMGMT: Adding {FFE6D16C-3F87-4192-AF94-DDBEFF165106}; to potential sourcelist list (pcode;disk;relpath).  
MSI (s) (C0:34) [23:44:38:339]: SOURCEMGMT: Now checking product {FFE6D16C-3F87-4192-AF94-DDBEFF165106}  
MSI (s) (C0:34) [23:44:38:339]: SOURCEMGMT: Media is enabled for product.  
MSI (s) (C0:34) [23:44:38:339]: SOURCEMGMT: Attempting to use LastUsedSource from source list.  
MSI (s) (C0:34) [23:44:38:339]: SOURCEMGMT: Trying source D:\52a9a04c915dfc7acef7d7\installers\.  
MSI (s) (C0:34) [23:44:38:339]: Note: 1: 1402 2: HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Policies\Explorer 3: 2   
MSI (s) (C0:34) [23:44:38:339]: Note: 1: 2203 2: D:\52a9a04c915dfc7acef7d7\installers\OBSAGENT.MSI 3: -2147287037   
MSI (s) (C0:34) [23:44:38:339]: SOURCEMGMT: Source is invalid due to missing/inaccessible package.  
MSI (s) (C0:34) [23:44:38:339]: Note: 1: 1706 2: -2147483647 3: OBSAGENT.MSI   
MSI (s) (C0:34) [23:44:38:339]: SOURCEMGMT: Processing net source list.  
MSI (s) (C0:34) [23:44:38:339]: Note: 1: 1706 2: -2147483647 3: OBSAGENT.MSI   
MSI (s) (C0:34) [23:44:38:339]: SOURCEMGMT: Processing media source list.  
MSI (s) (C0:34) [23:44:38:339]: Note: 1: 2203 2:  3: -2147287037   
MSI (s) (C0:34) [23:44:38:339]: SOURCEMGMT: Source is invalid due to missing/inaccessible package.  
MSI (s) (C0:34) [23:44:38:339]: Note: 1: 1706 2: -2147483647 3: OBSAGENT.MSI   
MSI (s) (C0:34) [23:44:38:339]: SOURCEMGMT: Processing URL source list.  
MSI (s) (C0:34) [23:44:38:339]: Note: 1: 1402 2: UNKNOWN\URL 3: 2   
MSI (s) (C0:34) [23:44:38:339]: Note: 1: 1706 2: -2147483647 3: OBSAGENT.MSI   
MSI (s) (C0:34) [23:44:38:339]: Note: 1: 1706 2:  3: OBSAGENT.MSI   
MSI (s) (C0:34) [23:44:38:339]: SOURCEMGMT: Failed to resolve source  
MSI (s) (C0:34) [23:44:38:339]: MainEngineThread is returning 1612  
MSI (s) (C0:BC) [23:44:38:339]: User policy value 'DisableRollback' is 0  
MSI (s) (C0:BC) [23:44:38:339]: Machine policy value 'DisableRollback' is 0  
MSI (s) (C0:BC) [23:44:38:339]: Incrementing counter to disable shutdown. Counter after increment: 0  
MSI (s) (C0:BC) [23:44:38:339]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2   
MSI (s) (C0:BC) [23:44:38:339]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2   
MSI (s) (C0:BC) [23:44:38:339]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied.  Counter after decrement: -1  
MSI (c) (C4:D8) [23:44:38:339]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied.  Counter after decrement: -1  
MSI (c) (C4:D8) [23:44:38:354]: MainEngineThread is returning 1612  
=== Verbose logging stopped: 2020-10-01  23:44:38 ===  
  
  

How can I fix this? Please help me out!

Answer 1

@Zambzap Thanks again for reaching out, glad to see the issue got resolved post you working with our support team.

Sharing the information for broader community users who might be facing the similar error.

Cause of the issue was because of the missing channels under regkey.

Running the command below to identify the regkey that was missing channels

C:\Windows\System32> wevtutil.exe im "C:\Program Files\Microsoft Azure Recovery Services Agent\bin\EventProvider.man

Export the regkey from a working MARS Agent and re-run the installation from the extracted files from version 9127, one by one which succeeded. Afterwards successfully updated the agent and run the Initial Backup.

Hope this information helps. Thank you