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KB43632 - Pulse desktop client installation fails on Windows with error: "There is a problem with this Windows installer package."

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Information

 
Last Modified Date4/9/2018 9:43 PM
Synopsis
This article describes an issue where the Pulse client fails to install on Windows clients with error: "There is a problem with this Windows installer package."
Problem or Goal

Pulse Secure Desktop Client (5.2Rx/5.3Rx) installation fails with the following error message on client PC:

"Error 1721. There is a problem with this Windows Installer package. A program required for this install to complete could not be run. Contact your support personnel or package vendor.

Screenshot of error from client PC:

User-added image

The error is recorded in the MSI verbose setup log as:
 

MSI (s) (0C:28) [09:49:47:088]: Product: Pulse Secure -- Error 1721. There is a problem with this Windows Installer package. A program required for this install to complete could not be run. Contact your support personnel or package vendor. Action: exe_imm_StopJuniperPulseTray, location: C:\Program Files (x86)\Common Files\Juniper Networks\JamUI\, command: "C:\Program Files (x86)\Common Files\Juniper Networks\JamUI\pulse.exe" -stop
Cause
The issue is known to occur under the following conditions with regards to a previous installation of Pulse: 
  • The folder  "C:\Program Files (x86)\Common Files\Juniper Networks\JamUI\"  has been deleted but the rest of the directory path is still present.
  • The file "C:\Program Files (x86)\Common Files\Juniper Networks\JamUI\pulse.exe" has been deleted but the other files in the JamUI are still present. 
Solution
This issue is fixed in Pulse Secure Desktop client 5.3R5.   It is not necessary to upgrade the PCS OS.

If upgrading the Pulse client to 5.3R5 is not an immediate option, the following workarounds can be used to fix the issue:

Workaround 
  1. From a working machine that has the same version of Pulse installed as the affected machine, copy the JamUI folder from the following location:
C:\Program Files (x86)\Common Files\Juniper Networks 

and paste the folder and its contents to the affected machine in the same location.
  1. Obtain the Pulse client installer that matches the version of Pulse with missing files or folders and reinstall.
  2. From the Control Panel > Programs and Features, uninstall the previous Pulse client before installing the newer version.  (When prompted to save configuration data during the uninstall, click yes to save as this will retain the connections and will be applied to the next Pulse installation.)
Related Links
Attachment 1 
Created ByRafal Gwozdek

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