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Knowledge Base

AET-1988: Undefined error while installing or upgrading Workspace ONE Assist using the Assist installer (78059)

Last Updated: 3/3/2020Categories: TroubleshootingTotal Views: 5258Language:
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Symptoms

Summary

While installing or upgrading the Workspace ONE Assist package, if a domain administrator account is used, it will have insufficient privileges to run the Assist upgrade successfully.

The following support article from Microsoft explains the reason for insufficient privileges - https://support.microsoft.com/en-in/help/3000988/the-profile-for-the-user-is-a-temporary-profile-error-when-you-install

Disclaimer: VMware is not responsible for the reliability of any data, opinions, advice, or statements made on third-party websites. Inclusion of such links does not imply that VMware endorses, recommends, or accepts any responsibility for the content of such sites.

The profile is needed because private keys are temporarily loaded into the user’s profile when the application is running, which is not supported when the user is running under a temporary profile. When you try to install any MSI package or  Certificate that uses a mandatory or temporary user profile, the cert / MSI package installation fails, and you receive an error message that resembles the following.

Symptoms

During the Assist upgrade, following "Undefined" will appear in the Installer and the existing Assist package will get uninstalled.

Please look into the ServiceConfig logs and verify and its shows "The profile for the user is a temporary profile" or "The requested operation cannot be completed. The computer must be trusted for delegation and the current user account must be configured to allow delegation."  as mentioned in the below snapshot :

When you go in the windows system registry to HKLM\SOFTWARE\Microsoft\Windows NT\CurrentVersion\ProfileList, you can see a list of all the profiles existing on the computer. The profile you are having issues with will probably be appended with .bak.

Cause

This issue occurs because update 2918614 uses cryptographic keys and certificates for hashing the installation files together with the logged-in user profile. However, cryptographic keys and certificates cannot be used by mandatory or temporary user profiles. Therefore, when a user uses a mandatory or temporary user profile to install any MSI package, the MSI package installation fails and the error message returns.

Resolution

For anyone else who comes across this issue, the problem seemed to be that the domain user was being assigned a profile path of C:\Users\Temp instead of C:\Users\<username>.

Stopped all services that were using the account, so that it was not logged in anymore

Logged in to the machine interactively as that account

Checked that the path was no longer C:\Users\Temp

If the user directory still exists, you need to rename it. Next you need to go in the registry to HKLM\SOFTWARE\Microsoft\Windows NT\CurrentVersion\ProfileList, and then highlight the entry for the user which is appended with .bak and delete it. Once you have deleted the registry entry, you can logon again to the computer with your account and it should create a new profile for the user in C:\Users\username. If you previously renamed your profile, you can take ownership of this directory and then copy the data from the old profile to the new profile.

Note: This procedure modifies the Windows registry. Before making any registry modifications, ensure that you have a current and valid backup of the registry and the virtual machine. For more information on backing up and restoring the registry, see Microsoft Knowledge Base article 136393.

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