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Backend or Attendant Service Cannot Be Started After Upgrade from GFI MailEssentials 2014 to 2015

Author: Luis Fernandes Updated

Overview

Upgrading from GFI MailEssentials 2014 or 2014 R2 to GFI MailEssentials 2015 fails. The Backend Service or Attendant Service cannot be started. The following errors are written to the installation log:

Progress >> [maininstall.x64]: Overall: 50, 100
Execute Message >> maininstall.x64 [CommonData] Message type: 2, Argument: 1 (datacount: 2)
Execute Message >> DAT [0] = 2
Execute Message >> DAT [1] = 1
Execute Message >> maininstall.x64 [CommonData] Message type: 2, Argument: 1 (datacount: 2)
Execute Message >> DAT [0] = 2
Execute Message >> DAT [1] = 1
Execute Message >> maininstall.x64 [CommonData] 1: 2 2: 0 (datacount: 2)
Execute Message >> DAT [0] = 2
Execute Message >> DAT [1] = 0
Execute Message >> maininstall.x64 [CommonData] 1: 2 2: 1 (datacount: 2)
Execute Message >> DAT [0] = 2
Execute Message >> DAT [1] = 1
Error 0x80070643: Failed to install MSI package.
Error 0x80070643: Failed to execute MSI package.
Error 0x80070643: Failed to configure per-machine MSI package.
Execute Package Complete >> maininstall.x64
None Applied execute package: maininstall.x64, result: 0x80070643, restart: None
Error 0x80070643: Failed to execute MSI package.
Execute Package Begin >> maininstall.x64 False

Environment

Upgrade from GFI MailEssentials 2014 / 2014 R2 to GFI MailEssentials 2015.

Root Cause

The Attendant or Backend service is not removed successfully by the MailEssentials MSI package, due to those services taking longer to start.

Workaround

WARNING! This article explicitly advises Registry Editor key changes. Not executing them as mentioned could result in inconsistent data or system errors. For assistance please contact GFI Customer Support.

  1. Launch the Windows Services console:
    1. Start > Run.
    2. Type services.msc and press Enter.
    3. If there are MailEssentials services, move on to step 2. If there are NO MailEssentials services, move on to step 3.
  2. Remove the services manually from the Windows Registry. Contact GFI Customer Support for assistance or to provide the steps (see the warning before step 1).
  3. Reboot the server.
  4. Check and clear the Temp folders: - %temp% - C:\Windows\Temp - GFI MailEssentials root folder and subdirectories (AntiSpam, EmailSecurity, Backend, Attendant, WWWConf, ActionServices)
  5. Stop SMTP or Transport service and re-launch the installation.