Skip to main content
Kofax

EO/EE: Software install fails and rolls back, log shows logon error

Problem statement:

Install of Equitrac Office or Equitrac Express fails and rolls back. MSI Installer log shows logon error.  This issue may be seen during installations or upgrades of the Equitrac.

Error in the log appears as follows:

MSI (c) (78!E4) [11:49:34:685]: PROPERTY CHANGE: Deleting LOGON_ERROR property. Its current value is '0x8007052e - Error logging on EQCASSRV\Svc_Equitrac: The user name or password is incorrect.'.

MSI (c) (78!E4) [11:49:34:716]: PROPERTY CHANGE: Modifying LOGON_VALID property. Its current value is '0'. Its new value: '1'.

Potential cause:

The password for account accessing the Equitrac SQL database contains the pipe "|" character. This issue may also occur if the Equitrac service account or service account password contains the pipe character.

During the installation process, the pipe character is reserved as a data separator. When the password contains the pipe character, the password is truncated and only a part of the password is sent for validation against the Equitrac database resulting in a failed login, the installation failing and forcing a rollback.

Resolution:

If the password used for the Equitrac SQL database contains the pipe "|" character, change the password to remove this character.