ArcGIS Monitor 2023.1 Upgrade Failure - There is a problem with this Windows Installer package custom action removeServerPassword script error

[AlexBakhtin]

Hello everyone,

In attempting to upgrade Monitor 2023.0 to 2023.1, we ran into an issue where the installation would fail and then rollback the installation. Our first attempt in doing this caused our ArcGIS Monitor installation location to completely disappear save for three log files in ArcGIS/Monitor/bin/:

• arcgis-monitor-server-service.err
• arcgis-monitor-server-service.out
• arcgis-monitor-server-service.wrapper

We managed to recover from a snapshot and get back up and running again. In trying to download the installer a second time, we checked the checksum and confirmed that it was correct however in trying to run through the upgrade, we were met with the same error again.

65BC35F7C463D731F690246B7FF95967D68030C3449A7793B05815F142FE7190

In looking in Event Viewer, we see the full message:

Product: ArcGIS Monitor 2023.1 -- Error 1720. There is a problem with this Windows Installer package. A script required for this install to complete could not be run. Contact your support personnel or package vendor. Custom action removeServerPassword script error -2146827864, Microsoft VBScript runtime error: Object required: 'WScript' Line 17, Column 1,

Not sure if anyone else is running into this issue with the latest installer but wanted to see if anyone else ran into issues upgrading.

Thanks.

[GeoJosh]

Hi Alex, are you running the installer with administrative privileges?

[AlexBakhtin]

Yes I am - not sure if it also matters but the account I'm using to run the ArcGIS Monitor service is a gMSA. I just tried to re-run it and forcing run as administrator and got the same result.

[BrandonCranfield]

Running into the same issue... We are getting a different error code however. As follows:

Product ArcGIS Monitor 2023.1 -- 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 InstallServerService, location C:\Program Files\ArcGIS\Monitor\bin\arcgis-monitor-server-service.exe, command: install.

What follows thereafter is the same as Alex's situation. Completely removes all remnants of the previous installation except for some log files.

Additional differences:

Regular Service Account

When removing all remnants and restarting the machine, Monitor 2023.0 does not complete in the same fashion.

[DerekLaw]

Hi @AlexBakhtin and @BrandonCranfield,

We're sorry to hear you're both encountering issues with the ArcGIS Monitor 2023.1 upgrade.

For Alex's issue we have a workaround - I will send you the steps via DM Alex. 

For Brandon - I will also send you the workaround steps via DM - but unsure if it will resolve your issue. Please let us know.

Hope this helps and thanks for your patience,

[ThomasM]

I'm having the exact same issue as OP: went to upgrade from 2023 to 2023.1, failed partway through with the "Error 1720" message, said it reverted, everything is gone. I'm also using a gMSA account as my Service Account. If this is already a known issue with a workaround, why was that not noted in the release notes/install instructions?

[DerekLaw]

Hi @ThomasM,

> If this is already a known issue with a workaround, why was that not noted in the release notes/install instructions?

Actually, this was NOT a known issue when we released Monitor 2023.1. It came to our attention via this Esri Community forum thread and the team worked to try and find a workaround. I will send you the workaround steps via DM.

Hope this helps,

[ThomasM]

@DerekLaw,

You responded with this fix two weeks ago, and it's the same fix that had to be performed when installing 2023.0 and is listed as a bug fix for 2023.1, yet there's no mention of the issue on either the "Install ArcGIS Monitor" page or the "Set up and manage an ArcGIS Monitor account". The latter even says, "You can configure Monitor services to run under a gMSA during the software installation," which is completely false. I've had to install with a temporary, local account and then switch to the gMSA both times. It would be nice if that was noted somewhere that was publically available.

[DerekLaw]

Hi @ThomasM,

> You responded with this fix two weeks ago, and it's the same fix that had to be performed when installing 2023.0 ... 

To be clear, as far as I'm aware - support for gMSA logins was working in ArcGIS Monitor 2023.0. But an issue arose when Monitor 2023.0 was upgraded to Monitor 2023.1.

> ... and is listed as a bug fix for 2023.1

To my knowledge, we have not mentioned any fix for gMSA logins in the Monitor 2023.1 release. Can you please share with me where you saw this documented?

> ... yet there's no mention of the issue on either the "Install ArcGIS Monitor" page or the "Set up and manage an ArcGIS Monitor account". 

As I mentioned, support for gMSA logins was working in ArcGIS Monitor 2023.0. Then a bug was identified when upgrading to Monitor 2023.1. 

I'm sorry for the inconveniences you've encountered.

Hope this helps,

[ThomasM]

The second "issue addressed" on the 2023.1 release notes is about installation failing when using a service account. If I remember correctly, trying to install 2023.0 with a gMSA, it would start installing and hang partway for a long time (probably 15 min) before just closing out of the installer and giving me Error 1722. I put in a ticket to ESRI and received this response about it being a known bug: