Problems installing OpenManage Server Administrator (OMSA) or Array Manager (AM)?

Introduction

If you are having trouble installing OpenManage Server Administrator (OMSA) or OpenManage Array Manager (AM) and you are an advanced user, try doing the following. These steps do not apply to other OpenManage products.

Disclaimers

Many of the following recommendations are advanced troubleshooting steps. Editing the registry and reconfiguring drivers can cause your system to become unstable. Always backup your data when making changes to critical system components. Dell is not responsible for lost or corrupted data.

Some steps in this article refer to third party websites and products. We do not warrant the accuracy of any third party information. It is provided as a convenience only.

Get the Right Version

The installation file for OMSA is very large; first start downloading it to a different computer on your network. Go to the download section of the support website support.dell.com. Make sure you get the correct version for your server model and operating system.

Preparing for Installation
Verify Hardware

If you have a degraded array, then you usually do not want to flash the PERC firmware. Installing AM or OMSA (which can include AM), may try to update the firmware. If you have a degraded array, fix it first then try to install the software. You may need to call technical support for this.

Service Packs

Having the latest service pack usually helps the installation. Some versions of OMSA and AM require minimal service packs. The readme files in the download indicate what the minimum service pack is.

Event Viewer

Event viewer errors may indicate wider problems that may prevent OMSA from installing. Clear up all event viewer error messages.

Device Manager

Do not have any remote access cards disabled in Device Manager when installing OMSA.

Windows Installer Service

Verify that the Windows Installer Service is not disabled. (Computer Management/Services/Windows Installer Service)

Video Settings

Make sure the video resolution is at least 800x600 with 16-bit color.

Administrative Rights

Always install OMSA with a user account that is part of the local or Domain administrators group.

DCOM Permissions

For NT and 2000:

1. Click Start/Run Type DCOMcnfg.exe Click OK.
2. Click the Default Security Tab.
3. 1. Edit Default Access Permissions.
   2. 1. Click Add.
      2. Click Show Users.
      3. Add the exact user account that is trying to install OMSA.
      4. Make sure it says Allow Access.
   3. Edit Default Launch Permissions.
   4. 1. Click Add.
      2. Click Show Users.
      3. Add the exact user account that is trying to install OMSA.
      4. Make sure it says Allow Launch.
   5. Edit Default Configuration Permissions.
   6. 1. Click Add.
      2. Click Show Users.
      3. Add the exact user account that is trying to install OMSA.
      4. Make sure it says Full Control.
4. Click the Default Properties Tab.
5. 1. Make sure Default Authentication level is set to Connect.
   2. Make sure Default Impersonation level is set to Identify.

1. Go to Administrative Tools/Component Services.
2. Expand Computers
3. Right-click My Computer and choose Properties
4. In the My Computer Properties dialog box, click the Default COM Security Tab.
5. 1. Edit Default Access Permissions.
   2. 1. Click Add.
      2. Add the exact user account that is trying to install OMSA.
      3. Make sure it says Allow Access.
   3. Edit Default Launch Permissions.
   4. 1. Click Add.
      2. Add the exact user account that is trying to install OMSA.
      3. Make sure it says Allow Launch.
6. Click the Default Properties Tab.
7. 1. Make sure Default Authentication level is set to Connect.
   2. Make sure Default Impersonation level is set to Identify.

BIOS, Firmware, and Driver Versions

Update all of the following to the latest versions available on the support website:

• BIOS
• ESM firmware (if applicable)
• PERC driver (if applicable)
• PERC firmware (if applicable)
• DRAC II driver (if applicable)
• DRAC II firmware (if applicable)
• DRAC III/ERA firmware (if applicable)

1. Remember that most of the following files are hidden or system files. You may need to change folder options to be able to view these files and folders.
2. 1. In Windows Explorer, click Tools/Folder Options...
   2. Click the View tab
   3. Click Show hidden files and folders
   4. Uncheck Hide extensions for known file types
   5. Uncheck Hide protected operating system files
3. Make sure the following folders exist and that your user account has Full Control:
4. 1. c:\
   2. c:\temp\
   3. c:\winnt\ (or whatever the windir directory is. In 2003, it is c:\windows\)
   4. c:\winnt\installer\
   5. c:\winnt\system32\drivers\
5. In the c:\winnt\system32\drivers\ folder, if there is a file called ASPI32.sys rename it to ASPI32.old. Important: Some programs require a version of ASPI32 that is incompatible with AM. If that is the case, then you will not be able to run both AM and this other program. Currently AM requires version 4.6.x.
6. Rename the c:\program files\common files\installshield\engine\ directory to c:\program files\common files\installshield\engineOLD\

Registry Keys and Registry Permissions

For NT and 2000:

1. Click Start/Run and type regedt32 and click OK
2. Highlight HKEY_LOCAL_MACHINE.
3. 1. In the menu bar, click Security/Permissions...
   2. Click Add.
   3. Add the exact user account that is trying to install OMSA.
   4. Give that user Full Control.
4. Highlight HKEY_CLASSES_ROOT.
5. 1. In the menu bar, click Security/Permissions...
   2. Click Add.
   3. Add the exact user account that is trying to install OMSA.
   4. Give that user Full Control.
6. Highlight HKEY_USERS.
7. 1. In the menu bar, click Security/Permissions...
   2. Click Add.
   3. Add the exact user account that is trying to install OMSA.
   4. Give that user Full Control.
8. For each of the following keys, look at each entry; if the value in the Data field does not refer to a valid drive in your computer, then follow the instructions in Microsoft Knowledge Base article Q327763
9. 1. HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\Shell Folders
   2. HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\User Shell Folders
   3. HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion
   4. HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Explorer\Shell Folders
   5. HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Explorer\User Shell Folders

1. Click Start/Run and type regedt32 and click OK
2. Highlight HKEY_LOCAL_MACHINE.
3. 1. Right click and choose Permissions
   2. Click Add.
   3. Add the exact user account that is trying to install OMSA.
   4. Give that user Full Control.
4. Highlight HKEY_CLASSES_ROOT.
5. 1. Right click and choose Permissions
   2. Click Add.
   3. Add the exact user account that is trying to install OMSA.
   4. Give that user Full Control.
6. Highlight HKEY_USERS.
7. 1. Right click and choose Permissions
   2. Click Add.
   3. Add the exact user account that is trying to install OMSA.
   4. Give that user Full Control.
8. For each of the following keys, look at each entry; if the value in the Data field does not refer to a valid drive in your computer, then follow the instructions in Microsoft Knowledge Base article Q327763
9. 1. HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\Shell Folders
   2. HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\User Shell Folders
   3. HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion
   4. HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Explorer\Shell Folders
   5. HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Explorer\User Shell Folders

1. Click Start/Run.
2. Type cmd.exe and click Ok.
3. At the command prompt, type msiexec /unreg and press ENTER.
4. At the command prompt, type msiexec /regserver and press ENTER.
5. If it works correctly, you will NOT get a status message.

Uninstall FAST
FAST and Array Manager should not be on the same system.

Uninstall Old Versions
Old versions of OMSA and AM can cause problems. Go to add/remove programs and uninstall all of these items. Reboot after uninstalling.

If Citrix was installed after OMSA or AM then it might be difficult to uninstall OMSA. Call technical support if this is the case.

Run the Installation
After reviewing all of the above steps and rebooting, try installing the program again. If you continue to have problems, please contact technical support.