Installation Issues – Layer 2 GmbH

Error Example:

There are no specific errors for this issue, but if you cannot get the Cloud Connector to install correctly, or after installation, something isn't working right.

Possible Causes:

Unable to Open/Start the Layer2CloudConnector Service

Error: Cannot open Layer2CloudCOnnectorService service on computer '.'.

Please reboot the host machine and then try again.

If this doesn't help, see also Cannot Open Layer2CloudConnectorBackendService Service on Computer.

Setup Wizard Ended Prematurely Because of an Error

Error: Layer2 Cloud Connector X.X.X.X Setup Wizard ended prematurely because of an error. Your system has not been modified.

This will appear during the installation process where it will stop and roll back the update/fresh installation. This is more commonly seen when updating a pre-7.8+ .NET 3.5 version to 7.8+. Though uninstalling the old version prior to installing 7.8+ usually prevents this, it does not in all cases.

If this occurs, try to uninstall the current version and then to re-install the new version again. If it still fails open a command prompt running "As Administrator" and install the Cloud Connector via the command given in the Freezes/Installer Crashes/Other Vague Issues section below to capture the log. In some cases, installing as admin will fix the issue. If not, please contact support with the installation log attached so that we can analyze what the problem is.

In the most extreme cases, you must uninstall the prior version with the original installer package with the command line running as admin, then delete any remaining items from the Cloud Connector (all registry entries, all files, and folders, all remaining assemblies in the GAC, move the ProgramData folder away - see Clean Install Guide). Then install the newer version with the administrator command line, and finally re-introduce their connection files back to the ProgramData folder.

Installation Error Code 2753

Error: The installer has encountered an unexpected error installing this package. This may indicate a problem with this package. The error code is 2753.

See The Installer Has Encountered an Unexpected Error Installing This Package - Error Code 2753 for how to address this.

Provider Installation Issues/Errors

See Provider Issues (General) for how to address this.

License-related Issues

See License Issues or look for the specific error in the knowledge base.

Freezes/Installer Crashes/Other Vague Issues

Run the .MSI package using this command line to capture an install log. You will need to change the directory to the location of the installer and then run this.

msiexec /i "C:\MyPackage\Example.msi" /L*V "C:\log\example.log"

Example:

C:\Users\Administrator\Desktop\Cloud Connector Release 5.4.1.2.1\x86>msiexec /i "C:\Users\Administrator\Desktop\Cloud Connector Release 5.4.1.2.1\x86\Setupx86.msi" /L*V "C:\example.log"

Double Installation

More common with upgrading a very old version to a newer one (early v5 or v4), sometimes instead of overwriting the existing installation, it will install a new version. These can interfere with each other and cause a host of assorted errors (often related to providers or authentication). It will be obvious - when you check the Programs and Features section, it will list two copies of the Connector. You need to uninstall both and then fresh install the latest one.

This is the .NET 4 Version of the Layer2 Cloud Connector

Error Pop-up during installation: This is the .NET 4 version of the Layer2 Cloud Connector which is not supported on Windows 7 or older and Windows 2008 R2 or older. Please install the .NET 3.5 version from the distribution directory.

You are trying to install CC for modern windows on an older OS. You need to use .NET 3.5 installer. Note that the installed version of the .NET framework has nothing to do with this. It's based on the Windows version they are trying to install. For help on which version of Windows needs which installer, you should see the included user documentation.

Additional Information/Edge Case:

Edge Cases

In rare cases, users have reported that the installer package cannot download because it flags as a virus or that the zip file won't unpack if they do get it downloaded. This is not something we can fix - you usually need to address something stripping or scanning the zip file on your side (corp. IT policy, usually).