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TMG 2010 Troubleshooting : Internal Error 2771

 

Just came across an issue with TMG 2010. We were trying to install SP2 RU5 and it was failing with the error:

Internal error 2771

We were currently running SP2 RU4.

So we did make sure we had all the TMG 2010 Services running and had a look at the event viewer for pointers. But with no luck we had to move to the plan of collecting a verbose installation log.

Remember that to generate verbose logs, pass "/L*v <file name>" (without quotes) to the command line for msiexec.exe. If using Windows Installer 3.0 or newer, you can also pass "x" along with "*v" to the logging switch for additional debug information.

And before we jump into what we did to resolve it please read the article by Heath Stewart.

https://blogs.msdn.com/b/heaths/archive/2006/11/30/rebuilding-the-installer-cache.aspx

Snippet from the complete log that would give us an idea on how to tackle such an issue.

Log Snippet: Start

MSI (c) (F0:78) [16:02:58:640]: Opening existing patch 'C:\Windows\Installer\2cbf5a.msp'.

MSI (c) (F0:78) [16:02:58:640]: Note: 1: 2203 2: C:\Windows\Installer\2cbf5a.msp 3: -2147287038

MSI (c) (F0:78) [16:02:58:640]: Couldn't find local patch 'C:\Windows\Installer\2cbf5a.msp'. Looking for it at its source.

MSI (c) (F0:78) [16:02:58:640]: Resolving Patch source.

MSI (c) (F0:78) [16:02:58:640]: User policy value 'SearchOrder' is 'nmu'

MSI (c) (F0:78) [16:02:58:640]: SOURCEMGMT: Media enabled only if package is safe.

MSI (c) (F0:78) [16:02:58:640]: SOURCEMGMT: Looking for sourcelist for product {5E52CFA5-2A84-4E59-8F63-EA43511E518A}

MSI (c) (F0:78) [16:02:58:640]: SOURCEMGMT: Adding {5E52CFA5-2A84-4E59-8F63-EA43511E518A}; to potential sourcelist list (pcode;disk;relpath).

MSI (c) (F0:78) [16:02:58:640]: SOURCEMGMT: Now checking product {5E52CFA5-2A84-4E59-8F63-EA43511E518A}

MSI (c) (F0:78) [16:02:58:640]: SOURCEMGMT: Media is enabled for product.

MSI (c) (F0:78) [16:02:58:640]: SOURCEMGMT: Attempting to use LastUsedSource from source list.

MSI (c) (F0:78) [16:02:58:640]: SOURCEMGMT: Trying source C:\Users\CASETH~1\AppData\Local\Temp\.

MSI (c) (F0:78) [16:02:58:641]: Note: 1: 2203 2: C:\Users\CASETH~1\AppData\Local\Temp\TMG-KB2288910-amd64-ENU.msp 3: -2147287038

MSI (c) (F0:78) [16:02:58:641]: SOURCEMGMT: Source is invalid due to missing/inaccessible package.

MSI (c) (F0:78) [16:02:58:641]: Note: 1: 1706 2: -2147483647 3: TMG-KB2288910-amd64-ENU.msp

MSI (c) (F0:78) [16:02:58:641]: SOURCEMGMT: Processing net source list.

End

The lines that are highlighted in yellow tells that the installer is not able to find 2cbf5a.msp.Which resolves to TMG-KB2288910, which is SP1 Software Update 1.

How did I know that? please read the article that I have pasted initially. So we created a MSP of the TMG-KB2288910 which was in .exe format.

Command used here:

TMG-KB2288910 -amd64-ENU.exe /t c:temp /c

It might take a few seconds before the MSP file shows up, so be patient. Copied the MSP file and renamed it as2cbf5a and pasted it under the location

C:\Windows\Installer. Tried installing the SP2 RU5 again with verbose logging and it failed. Looking at the logs we observed it was then missing an

existing patch that installer was looking for. Followed the above method over and over again till we got the TMG SP2 RU5 to start the installation without the error.

Basically we had to build up the cache for the Windows Installer from SP2 RU4 back to SP1.

Hope this helps resolving similar other issue’s and point to remember here is, this does not specifically apply to TMG 2010.