Product: SolarWinds Platform -- Error 1316. The specified account already exists.

Hi Everyone.

Hope someone can guide me please. We have Solarwinds 2022.4 and wanted to do an upgrade to 2023.4 due to Security issue. Now we stuck with the error below:

We cannot complete the installation.

2023-11-07 09:36:19,184 [28] INFO (null) SolarWinds.Administration.InstallExecutor.Executors.MsiExecutor - Installing C:\ProgramData\SolarWinds\Installers\Observability-2023.4.0.1193-OrionInstaller.msi (INSTALLDIR="D:\SolarWinds\Orion" INSTALLTYPE="FULL" INSTALLMODE="" BRAND="" MSIFASTINSTALL=7 REBOOT=ReallySuppress) in version 2023.4.0.1193 (MSI version = 123.4.0.1193)
2023-11-07 09:36:19,185 [28] INFO (null) SolarWinds.OrionImprovement.Client.OipClient - Tracking event: Orion Falcon Installer - - InstallChain::ThreadProc starting installer: OrionInstaller.msi with path: C:\ProgramData\SolarWinds\Installers\Observability-2023.4.0.1193-OrionInstaller.msi - True - 0
2023-11-07 09:36:19,186 [28] INFO (null) SolarWinds.Administration.InstallExecutor.InstallMessages.InstallMessageNotifier - Install Message|{"Message":"Installation started","EventType":"Info","ExecutorType":"MsiExecutor","Arguments":null}
2023-11-07 09:40:05,436 [28] ERROR (null) SolarWinds.Administration.InstallExecutor.InstallMessages.InstallMessageNotifier - Install Message|{"Message":"Exception while installing /solarwinds/Observability/2023.4.0.1193/SubInstallers/OrionInstaller.msi","EventType":"Error","ExecutorType":"MsiExecutor","Arguments":null}
2023-11-07 09:40:05,437 [28] DEBUG (null) SolarWinds.Administration.InstallExecutor.InstallationManager - error message received from MsiExecutor
2023-11-07 09:40:05,437 [28] ERROR (null) SolarWinds.Administration.InstallExecutor.InstallMessages.InstallMessageNotifier - Exception while installing /solarwinds/Observability/2023.4.0.1193/SubInstallers/OrionInstaller.msi
2023-11-07 09:40:05,437 [28] ERROR (null) SolarWinds.Administration.InstallExecutor.InstallMessages.InstallMessageProcessor - MsiMessage: The specified account already exists.

2023-11-07 09:40:05,438 [28] ERROR (null) SolarWinds.Administration.InstallExecutor.InstallMessages.InstallMessageNotifier - Install Message|{"Message":"The specified account already exists.\r\n","EventType":"Error","ExecutorType":"MsiExecutor","Arguments":null}
2023-11-07 09:40:05,438 [28] DEBUG (null) SolarWinds.Administration.InstallExecutor.InstallationManager - error message received from MsiExecutor
2023-11-07 09:40:33,948 [28] DEBUG (null) SolarWinds.Administration.InstallExecutor.InstallMessages.InstallMessageNotifier - Install Message|{"Message":"Installation terminated","EventType":"Terminate","ExecutorType":"MsiExecutor","Arguments":null}
2023-11-07 09:40:33,948 [28] INFO (null) SolarWinds.OrionImprovement.Client.OipClient - Tracking event: Orion Falcon Installer - Installation - InstallChain::ThreadProc error: Fatal error during installation. - False - 254849
2023-11-07 09:40:33,949 [28] INFO (null) SolarWinds.OrionImprovement.Client.OipClient - Tracking event: Orion Falcon Installer - Installation - InstallChain::Msi error code: 1603 - False - 0
2023-11-07 09:40:33,949 [28] ERROR (null) SolarWinds.Administration.InstallExecutor.Executors.MsiExecutor - Installer Exception. Error Record: - Error Code: 1603
2023-11-07 09:40:33,949 [28] INFO (null) SolarWinds.OrionImprovement.Client.OipClient - Tracking event: Orion Falcon Installer - Installation - Installation failed. Install took 300.958666 seconds. - False - 300958
2023-11-07 09:40:33,950 [28] INFO (null) SolarWinds.OrionImprovement.Client.OipClient - Tracking event: Orion Falcon Installer - Installation - Installation failed. Install took 0 seconds. - False - 0

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kevindk

We first tried the the central deployment option. 2 hours later still sitting at same place. Then we tried the web installer. Also failed. Then we tried the offline full installer. I have a ticket open currently. Just wondering if someone also experienced these issues upgrading from 2022.4.1 to 2023.4.

bmrad

Can you share the ticket number?

kevindk

Hi Brian.

01495040

So in a nutshell. Historic Solarwinds versions were still located in registry and a few issues found. ODBC historic and using microsoft removal. Unstall via CMD. Removed every possible thing about Solarwinds on the Servers and started fresh not having to reload the servers. It works much better now. Also on our part we removed on 2022.4.1 the WPM services and playback accounts as we work strict to what we own. Then there was also the Website Maintenance Account that auto created. This was flagged by auditors with vulnerability testing. Its been a hectic week just to get operational again with the security alert for 1st November. We just got everything going again this week and to our surprise another security alert. Now everyone is up in arms. Tech was very helpfull and quick to assist and we restored first the snap after it broke completely with the upgrade.