I cannot install the snow agent software.

Hi Sinan Yıldırım,

Based on the install_log.txt you provided, the installation is hanging on the server-side process (Process ID 04:E8) specifically while querying Shell Folders. The log floods with SHELL32::SHGetFolderPath entries and then abruptly stops. This indicates the Windows Installer Service is attempting to resolve a User Profile directory (such as 'My Documents', 'AppData', or 'Start Menu') and is blocked waiting for a response.

This is a specific, known issue on Windows Server environments where Folder Redirection policies or Mapped Drives point to a network location that is currently unreachable or disconnected. The installer hangs indefinitely waiting for the network timeout.

Please perform the following steps to resolve this:

1. Check User Shell Folders: Open the Registry Editor (regedit.exe) and navigate to: HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\User Shell Folders Review the data column for all entries. If any path points to a network share (starts with \\ or a mapped drive letter like Z:\) that is disconnected or offline, temporarily modify it to a local path (e.g., %USERPROFILE%\Documents).
2. Clear Disconnected Drives: Open an elevated Command Prompt and type net use. If you see any mapped drives listed as "Disconnected" or "Reconnecting," remove them using net use * /delete /y.
3. Test with a Local Account (Recommended): To definitively bypass any Domain Group Policy or Profile issues causing this hang, create a new local administrator account on the server (not a Domain account). Log in with this fresh local account and run the installer. This uses a clean registry profile with no network redirections.

VP

The site doesn't allow me to paste all 15 lines here, so I'm uploading it as a file.

install_log.txt

Hello again Sinan Yıldırım,

Just following up. While the previous recommendation to generate a verbose log using msiexec /i "path" /L*v is technically sound, we currently lack the specific output from that log to pinpoint the failure. The Windows Installer service on Server OS versions frequently encounters a race condition when the "Remote Desktop Session Host" compatibility layer attempts to coordinate the installation session, even if the RDS role is not fully active. You should bypass this mechanism immediately.

Open the Local Group Policy Editor (gpedit.msc) and navigate to Computer Configuration > Administrative Templates > Windows Components > Remote Desktop Services > Remote Desktop Session Host > Application Compatibility. Locate the policy named Turn off Windows Installer RDS Compatibility and set it to Enabled. After applying this policy and running gpupdate /force in an elevated command prompt, retry the installation. If the installation still hangs, I require the last 15 lines of the verbose log file mentioned previously to determine if a specific custom action in the Snow Agent MSI is failing to return a success code to the main installer thread.

If the issue has been successfully resolved, please consider accepting the answer as it helps other people sharing the same question benefit too. Thank you!

VP

Hello Sinan Yıldırım,

The "Installer is no longer responding" error often points to a deadlock in the TrustedInstaller process or a conflict with the local System account's temporary folders. You should first attempt to run the installation from an elevated Command Prompt using the logging switch to identify the exact standard action where the hang occurs. Use the command msiexec /i "path_to_msi" /L*V C:\install_log.txt. This will generate a verbose log file. If the log stops at an action like StartServices or WriteRegistryValues, it confirms a permissions or service-level conflict.

Before trying the install again, ensure the Windows Installer service is not stuck in a "Stopping" state by checking services.msc. You may also need to clear the %WINDIR%\Temp folder and ensure that any third-party antivirus or Endpoint Detection and Response (EDR) tools are temporarily disabled, as they frequently flag the Snow Agent's inventory-gathering hooks as suspicious behavior during the registration phase. If the hang persists, check the Registry at HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\InProgress. If that key exists, delete it to clear any hung installation sessions that might be blocking the new transaction.

I hope you've found something useful here. If it helps you get more insight into the issue, it's appreciated to accept the answer. Should you have more questions, feel free to leave a message. Have a nice day!

VP