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Resolving "Error 1316. The specified account already exists." that appears when upgrading the Apex One Security Agent

    • Updated:
    • 9 Dec 2020
    • Product/Version:
    • Apex One All
    • Platform:
Summary

Upgrading the Apex One Security Agent to a new build fails, with the following error:

Error 1316. The specified account already exists.

Error 1316

The following is an excerpt from the MSI installation log:

-------------------------------------------------------
MSI (s) (A4:2C) [12:13:06:562]: SECREPAIR: Error determining package source type
MSI (s) (A4:2C) [12:13:06:562]: SECUREREPAIR: SecureRepair Failed. Error code: 524271DC8E0
MSI (s) (A4:2C) [12:17:11:067]: Product: Trend Micro Apex One Security Agent -- Error 1316.The specified account already exists
MSI (c) (08:18) [12:13:06:578]: Font created. Charset: Req=0, Ret=0, Font: Req=MS Shell Dlg, Ret=MS Shell Dlg

Error 1316.The specified account already exists.
-------------------------------------------------------
Details
Public

The MSI log excerpt above pertains to a problem in determining the package source type. This issue happens when the filename of the MSI installer used to install the Apex One Security Agent is not the same with the one being used to do an upgrade.

To resolve the issue:

 
Here is the product GUID of an Apex One Security Agent: 1EFA14817AB44D447800A6FC68A0E81D.
  1. Open Registry Editor (regedit.exe) and go to the following Product Folder Key:

    HKEY_LOCAL_MACHINE\SOFTWARE\Classes\Installer\Products\1EFA14817AB44D447800A6FC68A0E81D\SourceList\

  2. Take note of the PackageName REG_SZ value.

    Error 1316

  3. Do either of the following before upgrading the Security Agent:
    • Change the filename of the Apex One Security Agent MSI Installer to the PackageName found in the SourceList sub-key.
    • Change the PackageName found in the SourceList sub-key back to the default Apex One Security Agent MSI Package (i.e. "AcAgentSetup_x64.MSI" or "AcAgentSetup_x86.MSI").
Premium
Internal
Partner
Rating:
Category:
Troubleshoot; Upgrade
Solution Id:
000283081
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