000038849 - How to resolve RSA NetWitness Endpoint Windows Agent installation error 1920: Service 'RSA NWE Agent' (NWEAgent) failed to start. Verify that you have sufficient privileges to start system services.

Document created by RSA Customer Support Employee on Jun 2, 2020
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Article Number000038849
Applies ToRSA Product Set: RSA NetWitness Endpoint
RSA Product/Service Type: NWE Agent
RSA Version/Condition: 11.3.2.1
 
Issue
RSA NetWitness Endpoint agent for windows installation failed and rolled back with the following error.
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In the msi installation log, the following errors are found. 



MSI (s) (38:44) [11:08:55:358]: Invoking remote custom action. DLL: C:\Windows\Installer\MSIE38D.tmp, Entrypoint: ServiceConfigure
ServiceConfigure:  ServiceConfigure
ServiceConfigure:  CustomActionData = /ECATSERVICEEXE=NWEAgent,/ECATSERVICESYS=NWEDriver,/ECATDELAYEDAUTOSTART=,/LOGFORWARDCONF=
ServiceConfigure:  Open service: NWEAgent
ServiceConfigure:  Success = 1
MSI (s) (38:14) [11:08:55:405]: Executing op: ActionStart(Name=StartServices,Description=Starting services,Template=Service: [1])
MSI (s) (38:14) [11:08:55:405]: Executing op: ProgressTotal(Total=1,Type=1,ByteEquivalent=1300000)
MSI (s) (38:14) [11:08:55:405]: Executing op: ServiceControl(,Name=NWEAgent,Action=1,Wait=1,)
MSI (s) (38:14) [11:09:29:624]: Note: 1: 2205 2:  3: Error 
MSI (s) (38:14) [11:09:29:624]: Note: 1: 2228 2:  3: Error 4: SELECT `Message` FROM `Error` WHERE `Error` = 1920 
MSI (c) (3C:80) [11:09:29:639]: Font created.  Charset: Req=0, Ret=0, Font: Req=, Ret=Arial

Error 1920. Service 'RSA NWE Agent' (NWEAgent) failed to start.  Verify that you have sufficient privileges to start system services.


 
Resolution

Cause



This error was caused by 30 seconds of timeout of service startup in Windows.


Workaround



Increase the timeout value for the service startup.


  1. Run 'Registry Editor'.
  2. Find 'HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control', then right-click.
  3. Select New > DWORD(32-bit) Value.
  4. Change the name of the new value to 'ServicesPipeTimeout'.
  5. Right-click the ServicesPipeTimeout, choose Modify. Edit DWORD Value window opens.
  6. Change Base to Decimal.
  7. In the Value field, type the value of time in millisecond: 300000 is 5 minutes.
  8. Reboot the machine.
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