General Orchestrator Installation Troubleshooting

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General FAQ for Orchestrator Installation issues.

Issue Description: General Orchestrator Installation Troubleshooting

Background: This KB article is not meant to debug specific issues but given an overview of how to debug installation issues.


Diagnosing Steps

  1. When an installation fails it is important to take a look at the logs. The logs will always be generated at %temp%. This is an environment variable that represents the temp directory. In file explorer go to %temp% as the location after a failed install. The installer will be some random combination of numbers and end with msi.log (i.e. c1235213msi.log)
    1. Note: Sometimes %temp% will to resolve to C:\users\\appdata\Local\temp\
    2. Go up one directory to find the log
    3. If it is difficult to find the log consider running the installer from the command line with the option /l*vx
      • i.e. UiPathOrchestrator.msi /l*vx log.txt
      1. See: MSI Command Line Parameters
  2. Once the install logs are generated, look the number 1603. The number 1603 represents a fatal error. Typically the number will pop up at the end of the installation log and where the error was encountered.
  3. From the top of the file, look for the number 1603. Above the first instance, should be the error. Normally it will show as a exception with a stack trace but it might just be a message that does not look like an error.
    1. i.e. In the below example the issue was that the user ran the installer with a parameters file where insights was enable but no DB was provided 
      • MSI (s) (64!94) [15:21:12:069]: Creating MSIHANDLE (53) of type 790531 for thread 1940
'Insights SQL Server host' is required.
MSI (s) (64!94) [15:21:12:069]: Closing MSIHANDLE (53) of type 790531 for thread 1940
'Insights SQL Server host' is required.
MSI (s) (64:50) [15:21:13:399]: Closing MSIHANDLE (48) of type 790542 for thread 1220
CustomAction ValidateAndSetProperties returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
Action ended 15:21:13: ValidateAndSetProperties. Return value 3.
    2. Notice in the above, the issue does not look like an error, the message represented a fatal exception.
    3. It is also possible to just search for 'Return value 3.'
  4. With the above information in hand, it should be possible to identify why the installer is failing.
  5. If the issue is still not clear, open a ticket with UiPath. On the ticket include the following:
    1. The installation log
    2. Version of Orchestrator currently installed
    3. Version of Orchestrator being installed.
    4. Mention this KB article.

Appendix

This is a list of common things that can be checked when an Orchestrator install is failing. NOTE: For each one of these items, the log has a specific error message. So its better to check the log then go through this list. However, sometimes if the error is confusing, this list can help.


Verification:

  1. Verify version of IIS and server roles and features prerequisite.
    1. Go to IIS 'server' click on 'Help' from the menu tab
    2. Click on 'About Internet Information Service' and information on the IIS server will be obtained
    3. As recommended, the IIS version should be 7.5 and above to support the UiPath Orchestrator.
  1. Verify the appropriate features are installed in the server using power shell
  2. Open PowerShell with administrator privileges and run the command Get-WindowsFeature Web*
  3. See all currently installed web roles and features as shown in the screenshot below
  1. Click Server Roles and Features to verify the roles and features returned
  1. Verify URL IIS URL Rewrite module.
    1. Go to 'Control Panel' and select 'Programs and Features' check that the 'IIS URL rewrite Module' is installed.
    2. If installed, skip this step.
    3. If not installed download and proceed with installation.
  1. Verify the .NET version
  1. Open 'command prompt' as administrator.
  2. Navigate to the default .NET installation folder.
  3. cd C:\Windows\Microsoft.NET\Framework64\v4.0.30319
  4. Use the below command to check the version:
  5. .\MSBuild.exe -version
  1. If the appropriate .NET version is not available on the server as outlined in the Software Requirements for your version of Orchestrator, click here to download and install it.
  2. Verify the Application pool identity user
  • Change the app pool identity to custom user if using the server in a domain. To change the application pool identity user, perform the below steps
  1. Open IIS manager or Windows+r for the Run command window. Type inetmgr and enter
  1. Click on 'Application Pools' Ă  Select 'UiPath Orchestrator' Ă  Click on 'Advance Settings' as shown in above screenshot
  2. Click on the 'identity' and select the "..." as shown in the screen shot.
  3. Select 'Custom Account' and click on set to provide the credentials as shown in the below screenshot
Note: If the username and password are not correct, the 'Application Pool' will not start and you will get a “503 server unavailable” error when you hit the Orchestrator URL
  1. Verify SSL certificate validity
  2. Go to the IIS server Ă  Click on 'Server Certificates' as shown in the below screenshot
  1. Check the certificate imported to the UiPath Orchestrator website and ensure the expiration date is acceptable
  2. If the certificate is expired, create a new domain or self-signed certificate and start installation
  1. Verify the path in IIS and Registry
  1. Go to 'IIS' Ă  Select the 'UiPath' website Ă  'Advance settings' in the right pane and check the physical path as shown in the screenshot below.
  2. The path mentioned here and registry should be same.
  3. Go to 'regedit' and verify the configuration in the below registry path.
  1. Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\UiPath\UiPath Orchestrator
7. Check user permissions in the database
  1. Open the database server and navigate to the user which is communicating with IIS.
  2. Click 'Properties' as shown in the screenshot. Verify the below permissions.
  1. Provide the db_owner membership in User Mapping.
  • Note: db_create permission is required for new installations.Check this permission in the Server Roles page within the same properties window.
  1. For more information on SQL Server configuration, check the prerequisites here .

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