Installation of GFI MailEssentials fails after language selection

Versions / Builds Affected

2012 / 20121218

Status

Resolved

Problem Summary

When installing MailEssentials, the installer quits after the language selection.

TT / JIRAID

786

How to Identify

There are no errors in the bootstrapper installation log (gfimes_*.log) and the MSI installer log (gfimes_*maininstall.*.log) is not created. The gfimes_YYYYMMDDTTTTTT.log would show the following "Status: -214......." right at the end: [1F40:1F44][2013-01-23T09:40:55]: Apply Complete >> Res: None, Status: -2146762487, Restart: None [1F40:1F44][2013-01-23T09:40:59]: Shutdown >> There might be certificates which are not up-to-date on the system. To check if there is a problem with the certificates: Right-click the MailEssentials installer - Tab Digital Signatures - Click on the signature and click on Details. Verify the signature is invalid. Upon checking the certificates on the machine (certmgr.msc), the following certificates might be missing or not up-to-date in the Trusted Root Certificates section: Digicert Assured ID Root CA Geotrust Global CA

Workaround / Fix Details

Verify Customer is on MailEssentials 2014 build 20131107 or Later To install the up-to-date certificates: Go to https://www.digicert.com/digicert-root-certificates.htm and download the "Assured ID Root CA" certificate Go to http://www.geotrust.com/resources/root-certificates/index.html and download the "GeoTrust Global CA" certificate Rename the Geotrust one from *.PEM to *.CRT Right click the first certificate and click Install. Click Next and Finish. Right click the second certificate and click Install. Click Next and Finish. Right-click the MailEssentials installer again > Digital Signatures tab > click the signature and click Details. Verify the signature is now valid. Try to install MailEssentials again.

Required Actions

Verify Customer is on MailEssentials 2014 build 20131107 or Later Apply the workaround and attach this article to the case. If these steps have been taken and the issue is not resolved, please escalate the case to PSG after getting the installation logs.