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KB43632 - Pulse Secure Desktop (Windows) Client installation fails with Error 1721

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Last Modified Date2/16/2018 2:57 PM
This article describes how to resolve a Pulse Secure Desktop (Windows) Client installation issue.
Problem or Goal
Pulse Secure Desktop Client (5.2Rx/5.3Rx) installation fails with the following error message : 

"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:\ProgramFiles (x86)\Common Files\Juniper Networks\JamUI\, command: "C:\Program Files (x86)\Common Files\Juniper Networks\JamUI\pulse.exe" -stop "
The issue is known to occur if the previous Pulse Secure Desktop Client was not removed completely (With some traces left behind) or due to one of the conditions specified below,
  • The folder  "C:\Program Files (x86)\Common Files\Juniper Networks\JamUI\"  has been deleted or moved manually before the upgrade
  • The file       "C:\Program Files (x86)\Common Files\Juniper Networks\JamUI\pulse.exe" has been deleted or moved manually before the upgrade 
The following solutions will help resolve the issue at hand.

Solution 1:
  1. Manually copy all the files from a working machine's (Running the same Pulse Secure Client version as the affected machine) JAMUI folder to the affected machine under "C:\Program Files (x86)\Common Files\Juniper Networks\JamUI\" or Copy & Paste the complete JAMUI folder under "C:\Program Files (x86)\Common Files\Juniper Networks if the JamUI folder is missing.
      2. Run the 5.2RX or 5.3RX installation.
Solution 2:
  1. Reinstall or repair the previous client on the affected machine
  2. Run the 5.2RX or 5.3RX installation
Solution 3:

           Upgrade to Pulse Secure Desktop Client 5.3R5 which is scheduled to be released by Q1, 2018 (Tentative).
If the issue still persists, please open a new support case with Pulse Secure along with the MSI verbose installation log.

To obtain the MSI Verbose Log, execute the following command from the command prompt.
msiexec /i <path to Pulse msi> /l*v "<path to log location>
Related Links
Attachment 1 
Created ByRafal Gwozdek



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