Instalation fail for FortiClient VPN 7.2.3

[ThalNP]

Hi,

After successfully installing the wrong version, I uninstalled it and downloaded the required FortiClient VPN 7.2.3, which seems to fail to install. The install wizard rolls back every time it gets close to finish. My colleague has it installed so it cannot be firewalled nor security block. After several attempts including deleting  FortiNet resedue files from RegEditor, clearing old cache, restating laptop - I have only received the message below.

Would be great to know if you have any idea how to pass that please.

Thank you.

Thal.

[hbac]

Hi @ThalNP,

Are you using Windows 10 or 11? You can check the installer log file to see if there is any error messages. 

Regards, 

[ThalNP]

Hi, thanks for your response. I am on Windows 10. Below are the error codes:

334: DEBUG: Error 2836: The control Next on the dialog UIDlg_WelcomeDlg_XP can not take focus
Line 335: The installer has encountered an unexpected error installing this package. This may indicate a problem with this package. The error code is 2836. The arguments are: UIDlg_WelcomeDlg_XP, Next,
Line 1530: 1: [11:15:57]: FCSetupWx: pfnSetupUninstallOEMInfW res = 1 last error = 0
Line 1695: 1: [11:15:58]: FCSetupWx: DriverErrorStatus=0
Line 3033: MSI (s) (14:84) [11:16:05:264]: Executing op: FileCopy(SourceName=3ejo3afk.dll|api-ms-win-core-errorhandling-l1-1-0.dll,SourceCabKey=filBE9819BA6471140B666908535A9C2BF2,DestName=api-ms-win-core-errorhandling-l1-1-0.dll,Attributes=512,FileSize=19360,PerTick=65536,,VerifyMedia=1,,,,,CheckCRC=0,Version=File_scheduler.exe,Language=1033,InstallMode=58982400,,,,,,,)
Line 3034: MSI (s) (14:84) [11:16:05:264]: File: C:\Program Files\Fortinet\FortiClient\api-ms-win-core-errorhandling-l1-1-0.dll; To be installed; Won't patch; No existing file
Line 3036: InstallFiles: File: api-ms-win-core-errorhandling-l1-1-0.dll, Directory: C:\Program Files\Fortinet\FortiClient\, Size: 19360
Line 3434: MSI (s) (14:84) [11:16:06:481]: Executing op: FileCopy(SourceName=f98-nrps.dll|api-ms-win-core-errorhandling-l1-1-0.dll,SourceCabKey=x86_filBE9819BA6471140B666908535A9C2BF2,DestName=api-ms-win-core-errorhandling-l1-1-0.dll,Attributes=512,FileSize=19360,PerTick=65536,,VerifyMedia=1,,,,,CheckCRC=0,Version=File_scheduler.exe,Language=1033,InstallMode=58982400,,,,,,,)
Line 3435: MSI (s) (14:84) [11:16:06:481]: File: C:\Program Files\Fortinet\FortiClient\x86\api-ms-win-core-errorhandling-l1-1-0.dll; Overwrite; Won't patch; Existing file is of an equal version (Checked using version of companion: C:\Program Files\Fortinet\FortiClient\scheduler.exe)
Line 3437: InstallFiles: File: api-ms-win-core-errorhandling-l1-1-0.dll, Directory: C:\Program Files\Fortinet\FortiClient\x86\, Size: 19360
Line 3754: 1: [11:16:12]: FCSetupWx: DriverErrorStatus=0
Line 4490: CustomAction MSI_installdriver returned actual error code 1603 but will be translated to success due to continue marking
Line 4494: MSI (s) (14:84) [11:16:22:783]: Executing op: ServiceInstall(Name=FA_Scheduler,DisplayName=FortiClient VPN Service Scheduler,ImagePath="C:\Program Files\Fortinet\FortiClient\scheduler.exe",ServiceType=16,StartType=2,ErrorControl=1,LoadOrderGroup=SchedulerGroup,Dependencies=[~],,,Password=**********,Description=FortiClient VPN Service Scheduler,,)
Line 4506: 1: [11:16:23]: FCSetupWx: DriverErrorStatus=0
Line 4512: CustomAction CA_InstallFCTServices returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
Line 4534: CustomAction CA_InstallFCTServices_Rollback returned actual error code 1603 but will be translated to success due to continue marking
Line 6549: MSI (s) (14:84) [11:16:33:980]: Executing op: FileRemove(,FileName=C:\Program Files\Fortinet\FortiClient\x86\api-ms-win-core-errorhandling-l1-1-0.dll,,)
Line 6690: MSI (s) (14:84) [11:16:34:213]: Executing op: FileRemove(,FileName=C:\Program Files\Fortinet\FortiClient\api-ms-win-core-errorhandling-l1-1-0.dll,,)
Line 7241: MSI (s) (14:84) [11:16:35:610]: Error in rollback skipped. Return: 5
Line 7364: Property(S): ErrorDialog = ErrorDlg
Line 7475: MSI (c) (E0:30) [11:16:35:731]: Doing action: UIDlg_FatalError
Line 7476: Action 11:16:35: UIDlg_FatalError.
Line 7477: Action start 11:16:35: UIDlg_FatalError.
Line 7478: Action 11:16:35: UIDlg_FatalError. Dialog created
Line 7479: Action ended 11:16:50: UIDlg_FatalError. Return value 2.
Line 7565: Property(C): ErrorDialog = ErrorDlg
Line 7662: MSI (c) (E0:30) [11:16:50:574]: Windows Inst

UPDATEFAILOVERPORT=;UPDATEFALLBACK=;UILEVEL=5;WANACCDBDIR=;
Line 3688: 1: [11:16:08]: FCSetupWx: pfnDriverPackageUninstall() failed (0) (err = 123)
Line 3692: 1: [11:16:10]: FCSetupWx: pfnDriverPackageUninstall() failed (0) (err = 123)
Line 3763: 1: [11:16:16]: FCSetupWx: cmdInstall failcode = 0
Line 3772: 1: [11:16:19]: FCSetupWx: cmdInstall failcode = 0
Line 4510: 1: [11:16:23]: FCSetupWx: failed to install service: FortiTransCtrl, err=1072
Line 4532: 1: [11:16:23]: FCSetupWx(rollback): MSI_UninstallFCService() failed in DeleteService(FortiTransCtrl), err=1072
Line 7265: UPDATEFAILOVERPORT=;UPDATEFALLBACK=;UILEVEL=5;WANACCDBDIR=;
Line 7660: MSI (c) (E0:30) [11:16:50:573]: Product: FortiClient VPN -- Installation failed.

[hbac]

@ThalNP,

It is getting error code1603. You can refer to https://learn.microsoft.com/en-us/troubleshoot/windows-server/application-management/msi-installatio...

Regards, 

[btan]

Hello there,

You may navigate to C:\Windows\FortiEMSInstaller_logs, and see if you have any installer log files here.

If there is one, open the txt file using Notepad++, look for keywords "error", "fail", or "exit code". It may give you some clues.

If you have tried everything and still no avail, use FCRemove tool to completely wipe any FCT residue before reinstall FCT:
https://community.fortinet.com/t5/FortiGate/Technical-Tip-How-to-download-FortiClient-and-FCRemove-e...

[ThalNP]

Hi Bon, thanks for your response.

I have searched the log file for error but can't seem to get why it failed. I have included the lines with error from the log here.

Could you share the FCRemove tool? I don't think I have access to the /Firmware Download section.

Many thanks!

Thal

--------------------------------------------------------------------

334: DEBUG: Error 2836: The control Next on the dialog UIDlg_WelcomeDlg_XP can not take focus
Line 335: The installer has encountered an unexpected error installing this package. This may indicate a problem with this package. The error code is 2836. The arguments are: UIDlg_WelcomeDlg_XP, Next,
Line 1530: 1: [11:15:57]: FCSetupWx: pfnSetupUninstallOEMInfW res = 1 last error = 0
Line 1695: 1: [11:15:58]: FCSetupWx: DriverErrorStatus=0
Line 3033: MSI (s) (14:84) [11:16:05:264]: Executing op: FileCopy(SourceName=3ejo3afk.dll|api-ms-win-core-errorhandling-l1-1-0.dll,SourceCabKey=filBE9819BA6471140B666908535A9C2BF2,DestName=api-ms-win-core-errorhandling-l1-1-0.dll,Attributes=512,FileSize=19360,PerTick=65536,,VerifyMedia=1,,,,,CheckCRC=0,Version=File_scheduler.exe,Language=1033,InstallMode=58982400,,,,,,,)
Line 3034: MSI (s) (14:84) [11:16:05:264]: File: C:\Program Files\Fortinet\FortiClient\api-ms-win-core-errorhandling-l1-1-0.dll; To be installed; Won't patch; No existing file
Line 3036: InstallFiles: File: api-ms-win-core-errorhandling-l1-1-0.dll, Directory: C:\Program Files\Fortinet\FortiClient\, Size: 19360
Line 3434: MSI (s) (14:84) [11:16:06:481]: Executing op: FileCopy(SourceName=f98-nrps.dll|api-ms-win-core-errorhandling-l1-1-0.dll,SourceCabKey=x86_filBE9819BA6471140B666908535A9C2BF2,DestName=api-ms-win-core-errorhandling-l1-1-0.dll,Attributes=512,FileSize=19360,PerTick=65536,,VerifyMedia=1,,,,,CheckCRC=0,Version=File_scheduler.exe,Language=1033,InstallMode=58982400,,,,,,,)
Line 3435: MSI (s) (14:84) [11:16:06:481]: File: C:\Program Files\Fortinet\FortiClient\x86\api-ms-win-core-errorhandling-l1-1-0.dll; Overwrite; Won't patch; Existing file is of an equal version (Checked using version of companion: C:\Program Files\Fortinet\FortiClient\scheduler.exe)
Line 3437: InstallFiles: File: api-ms-win-core-errorhandling-l1-1-0.dll, Directory: C:\Program Files\Fortinet\FortiClient\x86\, Size: 19360
Line 3754: 1: [11:16:12]: FCSetupWx: DriverErrorStatus=0
Line 4490: CustomAction MSI_installdriver returned actual error code 1603 but will be translated to success due to continue marking
Line 4494: MSI (s) (14:84) [11:16:22:783]: Executing op: ServiceInstall(Name=FA_Scheduler,DisplayName=FortiClient VPN Service Scheduler,ImagePath="C:\Program Files\Fortinet\FortiClient\scheduler.exe",ServiceType=16,StartType=2,ErrorControl=1,LoadOrderGroup=SchedulerGroup,Dependencies=[~],,,Password=**********,Description=FortiClient VPN Service Scheduler,,)
Line 4506: 1: [11:16:23]: FCSetupWx: DriverErrorStatus=0
Line 4512: CustomAction CA_InstallFCTServices returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
Line 4534: CustomAction CA_InstallFCTServices_Rollback returned actual error code 1603 but will be translated to success due to continue marking
Line 6549: MSI (s) (14:84) [11:16:33:980]: Executing op: FileRemove(,FileName=C:\Program Files\Fortinet\FortiClient\x86\api-ms-win-core-errorhandling-l1-1-0.dll,,)
Line 6690: MSI (s) (14:84) [11:16:34:213]: Executing op: FileRemove(,FileName=C:\Program Files\Fortinet\FortiClient\api-ms-win-core-errorhandling-l1-1-0.dll,,)
Line 7241: MSI (s) (14:84) [11:16:35:610]: Error in rollback skipped. Return: 5
Line 7364: Property(S): ErrorDialog = ErrorDlg
Line 7475: MSI (c) (E0:30) [11:16:35:731]: Doing action: UIDlg_FatalError
Line 7476: Action 11:16:35: UIDlg_FatalError.
Line 7477: Action start 11:16:35: UIDlg_FatalError.
Line 7478: Action 11:16:35: UIDlg_FatalError. Dialog created
Line 7479: Action ended 11:16:50: UIDlg_FatalError. Return value 2.
Line 7565: Property(C): ErrorDialog = ErrorDlg
Line 7662: MSI (c) (E0:30) [11:16:50:574]: Windows Inst

UPDATEFAILOVERPORT=;UPDATEFALLBACK=;UILEVEL=5;WANACCDBDIR=;
Line 3688: 1: [11:16:08]: FCSetupWx: pfnDriverPackageUninstall() failed (0) (err = 123)
Line 3692: 1: [11:16:10]: FCSetupWx: pfnDriverPackageUninstall() failed (0) (err = 123)
Line 3763: 1: [11:16:16]: FCSetupWx: cmdInstall failcode = 0
Line 3772: 1: [11:16:19]: FCSetupWx: cmdInstall failcode = 0
Line 4510: 1: [11:16:23]: FCSetupWx: failed to install service: FortiTransCtrl, err=1072
Line 4532: 1: [11:16:23]: FCSetupWx(rollback): MSI_UninstallFCService() failed in DeleteService(FortiTransCtrl), err=1072
Line 7265: UPDATEFAILOVERPORT=;UPDATEFALLBACK=;UILEVEL=5;WANACCDBDIR=;
Line 7660: MSI (c) (E0:30) [11:16:50:573]: Product: FortiClient VPN -- Installation failed.

[btan · Accepted solution]

Hi Thal,

You can download FCRemove in below link:
https://fortinet.egnyte.com/dl/nE6KilK9L2
Password: NgpV39A2

Kindly unzip the file and follow below KB to use FCRemove.
https://community.fortinet.com/t5/FortiGate/Technical-Tip-How-to-download-FortiClient-and-FCRemove-e...

[mle2802]

Hi @ThalNP,

Look like driver package not able to install

UPDATEFAILOVERPORT=;UPDATEFALLBACK=;UILEVEL=5;WANACCDBDIR=;
Line 3688: 1: [11:16:08]: FCSetupWx: pfnDriverPackageUninstall() failed (0) (err = 123)
Line 3692: 1: [11:16:10]: FCSetupWx: pfnDriverPackageUninstall() failed (0) (err = 123)
Line 3763: 1: [11:16:16]: FCSetupWx: cmdInstall failcode = 0
Line 3772: 1: [11:16:19]: FCSetupWx: cmdInstall failcode = 0
Line 4510: 1: [11:16:23]: FCSetupWx: failed to install service: FortiTransCtrl, err=1072
Line 4532: 1: [11:16:23]: FCSetupWx(rollback): MSI_UninstallFCService() failed in DeleteService(FortiTransCtrl), err=1072
Line 7265: UPDATEFAILOVERPORT=;UPDATEFALLBACK=;UILEVEL=5;WANACCDBDIR=;
Line 7660: MSI (c) (E0:30) [11:16:50:573]: Product: FortiClient VPN -- Installation failed.

Can you try to remove using removal tool and re-install it? Also try to disable antivirus at the time of install.

[ThalNP]

Thanks all, managed to delete all residual files and installation ran successfully.