Unable to install update

I tried to upgrade to the new version today but the process stopped with this error and log:

ss_error

[06E8:1420][2021-05-16T12:05:40]i001: Burn v3.14.0.4118, Windows v10.0 (Build 17763: Service Pack 0), path: C:\Windows\Temp\{75A826C3-F39E-4174-953C-D2275B9FDF58}\.cr\SurveySolutions.21.5.1.31172.exe
[06E8:1420][2021-05-16T12:05:40]i000: Initializing numeric variable 'Siteport' to value '9700'
[06E8:1420][2021-05-16T12:05:40]i000: Initializing string variable 'Connserver' to value '127.0.0.1'
[06E8:1420][2021-05-16T12:05:40]i000: Initializing numeric variable 'Connport' to value '5432'
[06E8:1420][2021-05-16T12:05:40]i000: Initializing string variable 'Connusername' to value 'postgres'
[06E8:1420][2021-05-16T12:05:40]i000: Initializing string variable 'Installfolder' to value 'C:\Survey Solutions'
[06E8:1420][2021-05-16T12:05:40]i000: Initializing string variable 'WindowsDotNetHosting501InstallDir' to value '[ProgramFiles64Folder]dotnet\host\fxr\5.0.2'
[06E8:1420][2021-05-16T12:05:40]i009: Command Line: '-burn.clean.room=C:\Users\Administrator\Downloads\SurveySolutions.21.5.1.31172.exe -burn.filehandle.attached=648 -burn.filehandle.self=712'
[06E8:1420][2021-05-16T12:05:40]i000: Setting string variable 'WixBundleOriginalSource' to value 'C:\Users\Administrator\Downloads\SurveySolutions.21.5.1.31172.exe'
[06E8:1420][2021-05-16T12:05:40]i000: Setting string variable 'WixBundleOriginalSourceFolder' to value 'C:\Users\Administrator\Downloads\'
[06E8:1420][2021-05-16T12:05:40]i000: Setting string variable 'WixBundleLog' to value 'C:\Users\ADMINI~1\AppData\Local\Temp\SurveySolutions_20210516120540.log'
[06E8:1420][2021-05-16T12:05:40]i000: Setting string variable 'WixBundleName' to value 'SurveySolutions'
[06E8:1420][2021-05-16T12:05:40]i000: Setting string variable 'WixBundleManufacturer' to value 'The World Bank'
[06E8:1024][2021-05-16T12:05:40]i000: Setting numeric variable 'WixStdBALanguageId' to value 1033
[06E8:1024][2021-05-16T12:05:40]i000: Setting version variable 'WixBundleFileVersion' to value '21.5.1.31172'
[06E8:1420][2021-05-16T12:05:40]i100: Detect begin, 3 packages
[06E8:1420][2021-05-16T12:05:40]i000: Product or related product not found: {0C543B8A-9023-4486-89C9-421D875F5AFA}
[06E8:1420][2021-05-16T12:05:40]i000: Setting numeric variable 'OldProductInstalled' to value 2
[06E8:1420][2021-05-16T12:05:40]i000: Setting numeric variable 'WindowsDotNetHosting501Installed' to value 1
[06E8:1420][2021-05-16T12:05:40]i102: Detected related bundle: {e18a1c7c-4cbe-477a-8e1c-92b3b21c671c}, type: Upgrade, scope: PerMachine, version: 21.1.6.30724, operation: MajorUpgrade
[06E8:1420][2021-05-16T12:05:40]i052: Condition 'WindowsDotNetHosting501Installed' evaluates to true.
[06E8:1420][2021-05-16T12:05:40]i101: Detected package: IIS_Manage, state: Absent, cached: None
[06E8:1420][2021-05-16T12:05:40]i101: Detected package: dotnet_hosting_5.0.2_win.exe, state: Present, cached: Complete
[06E8:1420][2021-05-16T12:05:40]i101: Detected package: SurveySolutionsPackage, state: Absent, cached: Complete
[06E8:1420][2021-05-16T12:05:40]i052: Condition '(VersionNT64 >= v6.3 AND MsiNTProductType <> 1)' evaluates to true.
[06E8:1420][2021-05-16T12:05:40]i052: Condition '(OldProductInstalled = 2)' evaluates to true.
[06E8:1420][2021-05-16T12:05:40]i199: Detect complete, result: 0x0
[06E8:1024][2021-05-16T12:05:42]i000: Setting numeric variable 'EulaAcceptCheckbox' to value 0
[06E8:1420][2021-05-16T12:05:42]i200: Plan begin, 3 packages, action: Install
[06E8:1420][2021-05-16T12:05:42]w321: Skipping dependency registration on package with no dependency providers: IIS_Manage
[06E8:1420][2021-05-16T12:05:42]i000: Setting string variable 'WixBundleLog_IIS_Manage' to value 'C:\Users\ADMINI~1\AppData\Local\Temp\SurveySolutions_20210516120540_000_IIS_Manage.log'
[06E8:1420][2021-05-16T12:05:42]i000: Setting string variable 'WixBundleRollbackLog_IIS_Manage' to value 'C:\Users\ADMINI~1\AppData\Local\Temp\SurveySolutions_20210516120540_000_IIS_Manage_rollback.log'
[06E8:1420][2021-05-16T12:05:42]w321: Skipping dependency registration on package with no dependency providers: dotnet_hosting_5.0.2_win.exe
[06E8:1420][2021-05-16T12:05:42]i052: Condition 'VersionNT64' evaluates to true.
[06E8:1420][2021-05-16T12:05:42]i000: Setting string variable 'WixBundleRollbackLog_SurveySolutionsPackage' to value 'C:\Users\ADMINI~1\AppData\Local\Temp\SurveySolutions_20210516120540_001_SurveySolutionsPackage_rollback.log'
[06E8:1420][2021-05-16T12:05:42]i000: Setting string variable 'WixBundleLog_SurveySolutionsPackage' to value 'C:\Users\ADMINI~1\AppData\Local\Temp\SurveySolutions_20210516120540_001_SurveySolutionsPackage.log'
[06E8:1420][2021-05-16T12:05:42]i201: Planned package: IIS_Manage, state: Absent, default requested: Present, ba requested: Present, execute: Install, rollback: Uninstall, cache: Yes, uncache: No, dependency: None
[06E8:1420][2021-05-16T12:05:42]i201: Planned package: dotnet_hosting_5.0.2_win.exe, state: Present, default requested: Present, ba requested: Present, execute: None, rollback: None, cache: No, uncache: No, dependency: None
[06E8:1420][2021-05-16T12:05:42]i201: Planned package: SurveySolutionsPackage, state: Absent, default requested: Present, ba requested: Present, execute: Install, rollback: Uninstall, cache: No, uncache: No, dependency: Register
[06E8:1420][2021-05-16T12:05:42]i207: Planned related bundle: {e18a1c7c-4cbe-477a-8e1c-92b3b21c671c}, type: Upgrade, default requested: Absent, ba requested: Absent, execute: Uninstall, rollback: Install, dependency: None
[06E8:1420][2021-05-16T12:05:42]i299: Plan complete, result: 0x0
[06E8:1420][2021-05-16T12:05:42]i300: Apply begin
[06E8:1420][2021-05-16T12:05:42]i010: Launching elevated engine process.
[06E8:1420][2021-05-16T12:05:42]i011: Launched elevated engine process.
[06E8:1420][2021-05-16T12:05:42]i012: Connected to elevated engine.
[1880:0724][2021-05-16T12:05:42]i358: Pausing automatic updates.
[1880:0724][2021-05-16T12:05:42]i359: Paused automatic updates.
[1880:0724][2021-05-16T12:05:42]i360: Creating a system restore point.
[1880:0724][2021-05-16T12:05:42]i362: System restore disabled, system restore point not created.
[1880:0724][2021-05-16T12:05:42]i370: Session begin, registration key: SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{6cc61308-4aa2-4302-88c2-2c68efbcd8d4}, options: 0x7, disable resume: No
[1880:0724][2021-05-16T12:05:42]i000: Caching bundle from: 'C:\Windows\Temp\{B0353322-AB1C-4846-A1A7-0FF315C311AB}\.be\SurveySolutions.21.5.1.31172.exe' to: 'C:\ProgramData\Package Cache\{6cc61308-4aa2-4302-88c2-2c68efbcd8d4}\SurveySolutions.21.5.1.31172.exe'
[1880:0724][2021-05-16T12:05:42]i320: Registering bundle dependency provider: {6cc61308-4aa2-4302-88c2-2c68efbcd8d4}, version: 21.5.1.31172
[1880:0724][2021-05-16T12:05:42]i371: Updating session, registration key: SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{6cc61308-4aa2-4302-88c2-2c68efbcd8d4}, resume: Active, restart initiated: No, disable resume: No
[1880:16F8][2021-05-16T12:05:43]i305: Verified acquired payload: IIS_Manage at path: C:\ProgramData\Package Cache\.unverified\IIS_Manage, moving to: C:\ProgramData\Package Cache\774F340B85465B4B476ABC35B50F8FDCC975C541\prepare.iis.bat.
[1880:16F8][2021-05-16T12:05:44]i304: Verified existing payload: SurveySolutionsPackage at path: C:\ProgramData\Package Cache\{F659F252-9BB4-4420-A13A-91D8FF716CFD}v21.5.1.31172\SurveySolutions.msi.
[1880:0724][2021-05-16T12:05:44]i301: Applying execute package: IIS_Manage, action: Install, path: C:\ProgramData\Package Cache\774F340B85465B4B476ABC35B50F8FDCC975C541\prepare.iis.bat, arguments: '"C:\ProgramData\Package Cache\774F340B85465B4B476ABC35B50F8FDCC975C541\prepare.iis.bat"'
[1880:0724][2021-05-16T12:05:44]e000: Error 0x80070003: Process returned error: 0x3
[1880:0724][2021-05-16T12:05:44]e000: Error 0x80070003: Failed to execute EXE package.
[06E8:1420][2021-05-16T12:05:44]e000: Error 0x80070003: Failed to configure per-machine EXE package.
[06E8:1420][2021-05-16T12:05:44]i319: Applied execute package: IIS_Manage, result: 0x80070003, restart: None
[06E8:1420][2021-05-16T12:05:44]e000: Error 0x80070003: Failed to execute EXE package.
[1880:0724][2021-05-16T12:05:44]i351: Removing cached package: IIS_Manage, from path: C:\ProgramData\Package Cache\774F340B85465B4B476ABC35B50F8FDCC975C541\
[1880:0724][2021-05-16T12:05:44]i372: Session end, registration key: SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{6cc61308-4aa2-4302-88c2-2c68efbcd8d4}, resume: None, restart: None, disable resume: No
[1880:0724][2021-05-16T12:05:44]i330: Removed bundle dependency provider: {6cc61308-4aa2-4302-88c2-2c68efbcd8d4}
[1880:0724][2021-05-16T12:05:44]i352: Removing cached bundle: {6cc61308-4aa2-4302-88c2-2c68efbcd8d4}, from path: C:\ProgramData\Package Cache\{6cc61308-4aa2-4302-88c2-2c68efbcd8d4}\
[1880:0724][2021-05-16T12:05:44]i371: Updating session, registration key: SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{6cc61308-4aa2-4302-88c2-2c68efbcd8d4}, resume: None, restart initiated: No, disable resume: No
[06E8:1420][2021-05-16T12:05:44]i399: Apply complete, result: 0x80070003, restart: None, ba requested restart:  No

Haven’t had any problem with previous updates.

Was able to install after a server restart.

Do you have antivirus software that could affect the installation process?

No, we don’t have an antivirus installed.

Thank you Ashwini. I guess the question can be posed more generally: is there any other software installed on your machine, that may scan through the files and lock them temporarily, preventing other programs from accessing them?

Antiviruses are known for such behavior. As they scan the newly appearing files routinely, But not only them. It could be a backup software, or some sort of synchronization software syncing files with a cloud storage, or possibly something else.

We have google sync installed to backup some files to google drive. Could this be the culprit?

For example, yes.
Could you please disable synchronization for the time of installation and retry?

We were able to upgrade after restarting the server this time. Will keep this in mind for future.

Great. Thank you for confirming!