GlobalProtect Install Message: There is a problem with this Windows Installer package
22138
Created On 03/11/22 21:17 PM - Last Modified 04/23/24 03:45 AM
Symptom
While upgrading GlobalProtect application to any higher version, Windows users receive the following error message:
Environment
- GlobalProtect app
- Windows 10 client
Cause
This issue occurs when GlobalProtect receives an Access is denied response while executing the following command during installation process:
C:\Program Files\Palo Alto Networks\GlobalProtect> PanVcrediChecker.exe -s Access is denied
Resolution
- The response would be blank indicating that the command was executed successfully during installation process or when GlobalProtect is already installed
- This is evident from the GlobalProtect logs collected by running the following command as an Administrator:
msiexec /i "GlobalProtect64.msi" /norestart /l*v "C:\Users\%username%\Desktop\GP.log"
- Here is a snippet from the above GP.log:
MSI (s) (D0:98) [13:05:06:569]: Note: 1: 1721 2: _4E2430BD_CA31_4653_B16C_CD37DE6785CA 3: C:\Program Files\Palo Alto Networks\GlobalProtect\PanVcrediChecker.exe 4: -s <<<<<<<<<< MSI (s) (D0:98) [13:05:06:569]: Note: 1: 2262 2: Error 3: -2147287038 MSI (c) (44:B4) [13:05:06:569]: Note: 1: 2262 2: Error 3: -2147287038 DEBUG: Error 2835: The control ErrorIcon was not found on dialog ErrorDialog The installer has encountered an unexpected error installing this package. This may indicate a problem with this package. The error code is 2835. The arguments are: ErrorIcon, ErrorDialog, Error 1721. There is a problem with this Windows Installer package. A program required for this install to complete could not be run. Contact your support personnel or package vendor. Action: _4E2430BD_CA31_4653_B16C_CD37DE6785CA, location: C:\Program Files\Palo Alto Networks\GlobalProtect\PanVcrediChecker.exe, command: -s MSI (s) (D0:98) [13:05:08:866]: Note: 1: 2262 2: Error 3: -2147287038 MSI (s) (D0:98) [13:05:08:866]: Product: GlobalProtect -- Error 1721. There is a problem with this Windows Installer package. A program required for this install to complete could not be run. Contact your support personnel or package vendor. Action: _4E2430BD_CA31_4653_B16C_CD37DE6785CA, location: C:\Program Files\Palo Alto Networks\GlobalProtect\PanVcrediChecker.exe, command: -s <<<<<<<<<<
- This failure points towards some restriction from Microsoft Windows operating system
- Therefore, the solution to this problem would be to install GlobalProtect application from Windows Safe mode or to re-image the Windows machine