000031668 - "Error 1316. the specified account already exists" in RSA Authentication Windows Agent update 7.2.1

Document created by RSA Customer Support Employee on Jun 14, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
Version 4Show Document
  • View in full screen mode

Article Content

Article Number000031668
Applies ToRSA Product Set:  SecurID

RSA Product/Service Type:  Authentication Agent for Windows

RSA Version/Condition:  7.2.1
IssueWhen trying to update the Authentication Windows Agent from version to, by running "update_x64.exe". The use gets the one of the below error messages:

"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 customer renames the msi file when installing the initial version ( for any reason.

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 then looks for the msi file in the same directory BUT with the initial version msi name not the default name, so it fails giving the above error.
Use ConfigWizard.exe, included in the agent zip file, create a new MSI having the old renamed mis name, e.g.: RSA_renamed_Auth.msi
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:\rsaagentlog.txt

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 rerunning the update. This can be done by following the below steps:
1- Open a cmd, and run the below commands. This will generate an log file.

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

2- This will take you through the steps of the update until you face the same error. close the Installation wizard after it fails.
3- Open the log file (c:\log_update.txt in the above example), and search for the word "original package", you 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.msi

4- This points to the Install directory. In the above example, the Install directory is "C:\Users\Administrator\AppData\Local\Downloaded Installations\{57C6D711-91E7-4657-9C3F-6DA19FDE2D4E}\".
5- 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,

6- This points to the Package name. In the above example the Package name is "RSA_renamed_Auth.msi".
7- Open the Install directory.
8- You will find a file called "RSA Authentication Agent x64.msi" rename it to the Package name you found.
9- Re-run the update_x64.exe file. The update should succeed this time.
Notes1- Defect AAWIN-2230 has been raised for this issue.
2- An example log file (update.log) has been attached.