000015787 - Error while installing RSA NetWitness LiveManager 2.1.5.6

Document created by RSA Customer Support Employee on Jun 16, 2016Last modified by RSA Customer Support Employee on Apr 21, 2017
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Article Number000015787
Applies ToRSA NetWitness NextGen
RSA NetWitness Live Manager
RSA NetWitness Live Manager 2.1.5.6
IssueError while installing RSA NetWitness LiveManager 2.1.5.6.

When upgrading to a new version of Live Manager, the following message is received:

Error Installing Netwitness LiveManager Service.
Please make sure to use the correct <DOMAIN>\<username> or
<MACHINENAME>\<username> and password of the current Windows account.
Another possible reason for this message is that the NetWitness
LiveManager Service was not properly removed in a previous uninstall.
Please ensure that there is not already an entry for NetWitness
LiveManager in the Windows Services manager.

Resolution

This error happens when the new Live Manager is installed without the previous version being

uninstalled first. Normally the installer will remove the previous version. However in some cases

the installer won't see the previous version so it won't uninstall it and attempts to install the new

version. When this happens some newer files are copied in with the older files. At this point

uninstalling/reinstalling continues to fail. Perform the following steps to fix this issue.

 

 1. Download .NET 2.0 and install it on the Live Manager workstation.

 2. Uninstall Live Manager from the Add/Remove Programs (XP) or Programs & Features (Win 7/2008)

 3. Check C:\Program Files\NetWitness and C:\Program Files (x86)\NetWitness for a NetWitness Live Manager

    folder. Once it is found rename it to NetWitnessLiveManagerBackup.

 3. Create a NetWitness Live Manager folder under the location where you found the previous installation.

    ex. C:\Program Files (x86)\NetWitness\NetWitness Live Manager

 4. Extract LiveManger-2.1.5.6.zip in to the directory created in step 3.

 5. Run the following command from a command prompt, it will install the Live Manager Service into the Windows Services:

    C:\Windows\Microsoft .NET\Framework\v2.0.50727\InstallUtil.exe <Live Manager Folder Location>\LiveManagerService.exe

    ex. C:\Windows\Microsoft .NET\Framework\v2.0.50727\InstallUtil.exe C:\Program Files (x86)\NetWitness\NetWitness Live Manager\LiveManagerService.exe

 6. Run the following command from a command prompt to install Live Manager's Identity Service

    C:\Windows\Microsoft .NET\Framework\v2.0.50727\InstallUtil.exe <Live Manager Folder Location>\IdentityService.exe

    ex. C:\Windows\Microsoft .NET\Framework\v2.0.50727\InstallUtil.exe C:\Program Files (x86)\NetWitness\NetWitness Live Manager\IdentityService.exe

7. Once that is complete copy the profiles.spf file from your Live Manager backup directory to your new Live Manager directory.

    There will already be a profiles.spf file, just overwrite it. This will give you your profiles, devices and subscriptions back.

 8. Create a shortcut on the desktop pointing to the Live Manager Client executable.

    ex. C:\Program File (x86)\NetWitness\NetWitness Live Manager\LiveManagerClient.exe

 9. Run Live Manager.

 

If you are unsure of any of the steps above or experience any issues, contact RSA Support and quote this article ID for further assistance.

Legacy Article IDa59824

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