000031668 - Error 1316. The specified account already exists when running RSA Authentication Agent 7.x for Windows update_x64.exe

Document created by RSA Customer Support Employee on Jun 14, 2016Last modified by RSA Customer Support on Jan 10, 2020
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Article Number000031668
Applies ToRSA Product Set:  SecurID
RSA Product/Service Type:  Authentication Agent for Windows
RSA Version/Condition:  7.x
IssueWhen trying to update the RSA Authentication Agent for Windows by running the update_x64.exe, one of the following error messages is encountered: 

Error 1316. the specified account already exists
Error 1316. A network error occurred while attempting to read from the file <File Path>


 

     User-added image
CauseThis error occurs when the initial .msi installer's name was changed from the default name.

When the update is run, the update.exe file always copies the msi file under an install directory (e.g. C:\Users\admineb\AppData\Local\Downloaded Installations{57C6D711-91E7-4657-9C3F-6DA19FDE2D4E}\) with the name RSA Authentication Agent x64.msi which is the default name.

Then the installer looks for the msi file in the same directory. With the initial version msi name changed from the default name, the installer fails giving the error shown above.
Resolution
  1. Use the ConfigWizard.exe included in the agent zip file to create a new msi having the old renamed msi name, e.g.: RSA_renamed_Auth.msi
  2. Then push the package down to the PC, and run the following command: 


"RSA_renamed_Auth.msi" /quiet /norestart REINSTALL=ALL REINSTALLMODE=vomus /lv C:\log.txt


  1. This new package will update the agent with no issues moving forward. 
WorkaroundA possible workaround is finding the install directory, renaming the msi file, and then running the update. This can be done by following the step sbelow:
  1. Open a command prompt and run the commands below to generate an log file.


cd <Update Directory>
Update_x64.exe  /V"/L*v c:\log_update.txt"


  1. This will take you through the steps of the update until you face the same error.  Close the installation wizard after it fails.
  2. Open the log file named C:\log_update.txt in the example above.  Search for the string original package.  Yyou should find a line similar to the one shown below:


MSI (c) (A4:78) [12:55:24:321]: Original package ==> C:\Users\Administrator\AppData\Local\
Downloaded Installations\{57C6D711-91E7-4657-9C3F-6DA19FDE2D4E}\RSA Authentication Agent x64.


  1. This points to the Install directory. In the example, the install directory is C:\Users\Administrator\AppData\Local\Downloaded Installations\{57C6D711-91E7-4657-9C3F-6DA19FDE2D4E}\.
  2. In the log file, search for the word PackageName.  You should find one or more lines similar to the one shown below:


MSI (s) (D8:58) [12:55:48:925]: Executing op: ProductInfo(ProductKey={1CBBF615-E223-45A3-BE98-4B67EC6846DA},
ProductName=RSA Authentication Agent,PackageName=RSA_renamed_Auth.msi,Language=1033,Version=117571585,
Assignment=1,ObsoleteArg=0,ProductIcon=ARPPRODUCTICON.exe,,PackageCode={57C6D711-91E7-4657-9C3F-6DA19FDE2D4E},
,,InstanceType=0,LUASetting=0,RemoteURTInstalls=0,ProductDeploymentFlags=3)


  1. This points to the package name. In the above example the Package name is RSA_renamed_Auth.msi.
  2. Open the install directory.
  3. You will find a file called RSA Authentication Agent x64.msi. 
  4. Rename it to the package name you found.
  5. Run the update_x64.exe file. The update should succeed this time.
NotesAn example log file (update.log) is attached for reference.

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