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ClearPass OnGuard Installation Issue

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  • 1.  ClearPass OnGuard Installation Issue

    Posted Oct 21, 2024 02:55 AM

    Hi all, 

    My team and I have been having a major headache deploying the Aruba ClearPass OnGuard agent to our Windows 10 hosts [Windows Version 22H2 (OS Build 19045.4894)], and it's absolutely essential that we get this resolved and could use any help we can get. 

    To start, I'm creating a folder (C:\Temp\ArubaInstall) that contains the ClearPassOnGuardInstall.msi, along with the agent.conf file, both provided by our customer. 

    What's happening: The app will install and run just fine on newly imaged Windows 10 hosts, but not on our existing hosts in the enterprise. When attempting to deploy remotely or install locally using the local Administrator account, the install will error out:

    "ClearPass OnGuard MSI Extractor: There is a problem with the Windows Installer package. A program run as part of the setup did not finish as expected. Contact your support or package vendor."

    Error

    Troubleshooting steps I've done:

    • Ran all known Windows patches, rebooted. Also ran DISM repair and sfc /scannow 
    • Ran the .msi install as an Administrator 
    • Ran install in compatibility mode 
    • Disabled any antivirus, firewalls that might cause issue 
    • Ensured folder permission for application directory (also modified permissions for C:\Users\*USERNAME*\AppData\Local\Temp\ was set to 'everyone', based on log finding) 
    • Ran Windows Install Troubleshooter, which did not find any issues. 
    • Logged in as the local Windows Administrator and got the same error.
    • Also tried disabling any Group Policies that might affect the install
    • Tried pushing install using PDQ as the local Administrator account

    Along with the Event Viewer logs below, I've also attached a couple of verbose logging .txt files, if it can help shed light on what's happening. I suspect there's something going on with the registry, but not sure at this point. Any help would be much appreciated!

    Windows Event View Logs

    Beginning a Windows Installer transaction: C:\Temp\ArubaInstall\ClearPassOnGuardInstall.msi. Client Process Id: 13012.

    Starting session 0 - ‎2024‎-‎10‎-‎04T13:50:57.336673500Z.

    Product: ClearPass OnGuard MSI Extractor -- Error 1722. There is a problem with this Windows Installer package. A program run as part of the setup did not finish as expected. Contact your support personnel or package vendor.  Action ClearPassOnGuardSetup_ACTION, location: C:\Users\**USERNAME**\AppData\Local\Temp\~_tmpdir\ClearPassOnGuardSetup.exe, command: /CALLED_FROM_MSI=1 /MSI_PATH=C:\Windows\Installer\e3a77.msi /BASE_DIR=C:\Temp\ArubaInstall\ /LANGUAGE=0 /DESKTOPSHORTCUT=1 /CONFIG_FILE_PATH= /CONFIG_REG_KEY_PATH= /CONFIG_REG_KEY_NAME= /CONFIG_DATA=your_config_data

    Ending a Windows Installer transaction: C:\Temp\ArubaInstall\ClearPassOnGuardInstall.msi. Client Process Id: 13012.

    Product: ClearPass OnGuard MSI Extractor -- Installation failed.

    Windows Installer installed the product. Product Name: ClearPass OnGuard MSI Extractor. Product Version: 6.11.7.257550. Product Language: 1033. Manufacturer: Aruba Networks. Installation success or error status: 1603.

    Ending session 0 started ‎2024‎-‎10‎-‎04T13:50:57.336673500Z.

    Attachment(s)

    txt
    ClearPassOnGuardInstallLog.txt   44 KB 1 version
    txt
    InstallErrorVerboseLog.txt   66 KB 1 version


  • 2.  RE: ClearPass OnGuard Installation Issue

    Posted Oct 21, 2024 02:58 AM

    For support, please open a TAC case.

    I checked internally for that error 1603 and it showed up only once (reported) in which case there was a conflict with 3rd party device management software. From the logs, if I read it (not being an expert, just looking what I see), it looks like the MSI is just corrupted and Windows refuses to install for that reason.



    ------------------------------
    Herman Robers
    ------------------------
    If you have urgent issues, always contact your Aruba partner, distributor, or Aruba TAC Support. Check https://www.arubanetworks.com/support-services/contact-support/ for how to contact Aruba TAC. Any opinions expressed here are solely my own and not necessarily that of Hewlett Packard Enterprise or Aruba Networks.

    In case your problem is solved, please invest the time to post a follow-up with the information on how you solved it. Others can benefit from that.
    ------------------------------

    Original Message


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