Install error 1603: Fatal error during installation. Synergy 2019

[Anonymous]

Hi,

I'm trying to install Synergy 2019 for one of our users, but I keep getting a 1603 error at the same place. The installation is never able to complete, and Synergy 2019, Communicator 2019 and the desktop App can't install.

The user had 2018 installed, and I was able to install it last year with no major problems. I removed 2018 in an attempt to troubleshoot, but that had no effect. I also tried disabling the firewall, disabling antivirus, updating drivers, updating windows, and removing all other Autodesk products but to no avail. I've also tried installing using both the 'install now' button from our product page and downloading the files through the download manager, but both produced the same result. I tried the diagnostics tool as well, but it wasn't able to find anything useful.

Per instructions for previous versions, I also tried the install as a separate admin account and I set the value of NtfsDisable8dot3NameCreation to 0 in the registry, but I've gotten the same results each time.

I have attached the install log file, any advice on this topic would be greatly appreciated.

[MayumiO]

Hi @Anonymous,

Could you confirm if Autodesk Simulation Job Manager 6*X exists in the other user accounts from control panel?
Although you seem to remove all other Autodesk products.

Your installer log seems to fail to install Job Manager.

https://knowledge.autodesk.com/support/moldflow-insight/troubleshooting/caas/CloudHelp/cloudhelp/2019/ENU/MoldflowInsight-Installation/files/GUID-44C3E42B-3DB5-47DF-8AC0-063E7B9F891D-htm.html

“Where multiple operators use the same machine, the installation of 2019 Moldflow products might fail because Windows only allows the automatic removal of older versions of SJM for the logged-on user.”

I hope this will help you.

Regards,
Mayumi

[MayumiO]

Hello @Anonymous,

In other words, to rectify this situation, please try to uninstall all versions of SJM, for all user profiles, and then install the Moldflow product.

I hope this will help you.

Regards,

Mayumi

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

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[Anonymous]

Hi @MayumiO

Thanks for your reply. I'm still struggling with the installation. We have one user who mainly uses this computer, and before I was trying to install 2019 as a generic local admin account we use in IT. When I was logged in with our admin account, SJM didn't appear in the add remove programs section of the control panel, but I did notice it was running, so I deleted it from program files, but the installation, failed regardless. 

After reading your first reply, I logged in with our user's account, and saw that when logged in as him, SJM and one or two other Autodesk components appeared which were not there before. I uninstalled the other components, but of course wasn't able to uninstall SJM that way because I had already manually removed the program files. I used the Microsoft Installation Debugging Tool on SJM which removed the entry and tried the install again as our users account, but encountered the same error. 

I later discovered the clean install instructions (https://knowledge.autodesk.com/customer-service/download-install/remove-products/remove-windows-prod....) and tried following those, but again, the installation failed. I then had the idea of installing 2018, then performing the clean uninstall procedure and trying again. 2018 installed without issue, but interestingly, this time there was no add/remove programs entry for SJM. I followed the procedure in the clean install instructions again, then tried to install 2019 again, but continued getting the same error. I then attempted to remove the other user account profiles, including the one of the computer's main user, making sure everything in the clean install instructions was removed, then logging back in as our main user and reinstalling, but persisted in having the install fail on SJM. 

Short of re-imaging the machine, I'm out of ideas. If you have any further suggestions, I would greatly appreciate them. Attached is a copy of my most recent install log. 

Regards,

Matt

[Mark.Lancaster]

@Anonymous

The log is showing you're using the web installer (or the install now option).   The web installer has a history of failing.   I would suggest going back to your Autodesk Account, locate the product/version and change your download option to browser download or method #2 in this article: https://knowledge.autodesk.com/community/article/113466

[Anonymous]

@Mark.Lancaster, thanks for the suggestion.

I had tried this earlier, but thought it  would be worth while to try again after the clean install procedure. Unfortunately, the installation again failed in the same place.

Regards,

Matt

[natasha.l]

Hello @Anonymous, 

The Error 1603 during installation of Autodesk software is a generic error that will require some digging for you to uncover the issue, they range from Windows permissions, file extraction or registry key issues & more. Please review the articles provided to help you resolve this. 

Please “Accept As Solution” if a reply or replies have helped resolve the issue or answered your question, to help others in the community.

[Anonymous]

@natasha.l

Thanks, that was actually one of the first articles I found. I tried all the fixes it suggested, but they didn't have any effect. I suspect that something got corrupted or left over in the Job Manager which is causing this install to repeatedly fail--I was able to install 2018 without any problems.

-Matt

[natasha.l]

Hello @Anonymous, 

You can try to pull logs & use Windows Utilities on your system to determine what is preventing the installation of the 2019 version. Please let me know if you pull all system & application logs I can review them if you'd like. 

Please “Accept As Solution” if a reply or replies have helped resolve the issue or answered your question, to help others in the community.

[natasha.l]

Hello @Anonymous, 

Have you discovered the cause of this issue by using Windows Utilities or made a discovery of your own? 

Please “Accept As Solution” if a reply or replies have helped resolve the issue or answered your question, to help others in the community.

[ethaya]

Hi @Anonymous @MayumiO

I do have the same problem. I had tried my best. Still the problme persist.

Regards,
Ethaya

[Anonymous · Accepted solution]

I ended up reformatting the PC. After wiping the drive and reinstalling Windows, I got the machine current on driver and windows updates then attempted the installation again, and this time I was able to install Insight and Synergy without any issues. From what I can tell, I think this was the root cause of the issue:

• I tried to install 2019 using an administrator account (not the one our user uses to run Moldflow)
• Per @MayumiO "Where multiple operators use the same machine, the installation of 2019 Moldflow products might fail because Windows only allows the automatic removal of older versions of SJM for the logged-on user.”
• I tried to uninstall the existing Autodesk products as the admin user.
• There was no uninstall option in windows control panel for SJM, so I deleted the folder for it out of program files.
• When I later logged in with our user's account, I discovered the control panel entry for SJM, which didn't work because I had already deleted the program files.
• I ran the Microsoft Program Install and Uninstall troubleshooter against, SJM which removed the entry and appeared to work.
• After the install failed again, I tried reinstalling 2018, thinking I would have the opportunity at least to properly remove SJM.
• Moldflow Insight and Synergy 2018 both installed without issues, as did SJM.
• I was able to uninstall 2018, but this time there was still no control panel remove program option for SJM (I suspect this might have been a consequence of using the Microsoft tool.
• Performing the clean install steps I linked in an early post, and deleting the user's profile as well as the admin profile I had used early still had no effect on the installation (which always seemed to fail at the same point with the same error).
• After reformatting the install worked fine.

I guess the takeaway of this should be do all your Moldflow installs with the same Window's account, and if you need to uninstall SJM, make sure to do it normally, because I could find a way to remedy the issue other than reimaging. 

[Anonymous]

Hi, i had a similar problem for both Revit and Inventor and option two helped me sort the issue for both of them after trying option one and it failed i believe you can try this an see if it helps on your side thanks
  Solution: Option 1 - Install  Autodesk Licensing Service v9.2.2.2501 - Update

1. Download and install the update from the following link or from Autodesk Accounts portal: Autodesk Licensing Service Update for 2020 product versions
2. Run Autodesk 2020 product installation again.

Option 2 - Uninstall and reinstall manually the AdskLicensing component:

1. Go to C:\Program Files (x86)\Common Files\Autodesk Shared\AdskLicensing.
2. Run the uninstall.exe as administrator (right-click > Run as administrator). Wait until all the files and folders disappear.
3. Navigate back to C:\Program Files (x86)\Common Files\Autodesk Shared\ folder and if AdskLicensing exits delete it.
4. Go to C:\ProgramData\Autodesk\ and delete AdskLicensingService folder.
5. Download and Install the Autodesk Licensing Service v9.2.2.2501 - Update from Autodesk Accounts portal or from the link presented under Option 1.
6. Open Windows Services (click Start > type services.msc > press "ENTER").
7. Find the service Autodesk Desktop Licensing Service, right-click on it and click "Stop" and then "Start" (or click "Start" if the service was not running).

• Note: If an error is displayed when trying to start the service manually, see Error 1053: "Windows could not start the Autodesk Desktop Licensing Service service on Local Compute....

1. Run Autodesk 2020 version product installation again.

If the issue persists and Autodesk Desktop Licensing Service is installed and running properly as per steps above, try the following:

1. Open Command prompt as administrator (Start - type CMD - right-click on the first result - click "Run as administrator").
2. Copy and past the below command and then press "ENTER." A message stating that the service started should display.

cd "C:\Program Files (x86)\Common Files\Autodesk Shared\AdskLicensing\Current\AdskLicensingService\"

AdskLicensingService.exe

1. Try Autodesk 2020 version product installation again.

Option 3 - Verify that the C:\ProgramData\Autodesk\AdskLicensingService\AdskLicensingService.data file is not empty. 

Following is a sample content of AdskLicensingService.data file.

{"Addr":"127.0.0.1:63467","AutoPickFreePort":true}

If the file is empty, delete it and start Autodesk Desktop Licensing Service, or try creating it in Notepad with the above mentioned content and after saving it verify that the file doesn't have a hidden .txt extension.  Refer to How to turn on hidden files and folders on Windows.

Then try Autodesk 2020 version product installation again.

Note: If the previous steps do not work, it may be necessary to perform a clean uninstall of all Autodesk products (see Perform a Clean Uninstall).

See Also:

• You do not have sufficient privilege to perform this operation - Error in AdskLicensing-install.log ...
• Autodesk Licensing did not install (error code:1) with Autodesk 2020 software install time
• Error 1067 when starting Autodesk Desktop Licensing Service manually
• Error 1053: Unable to start Autodesk Desktop Licensing service.
• "The License manager is not functioning or is improperly installed" with Autodesk 2020 software
• Error: "License check out timed out. What do you want to do?", in AutoCAD and AutoCAD LT 2020
• Autodesk Licensing Installer Helper tool guide.
• Change or Reset a Network License Server for Autodesk 2020 products.
• Recommended installation workflow for Autodesk Products.
• "Install error 1603: Fatal error during installation." during installation of Autodesk software
• How to identify an installation failure point in the Setup.log file