Installer troubleshooting

Next Gen Identity Server should not be deployed during EA except for customers participating in the beta program.

This guide covers installation, upgrade, and uninstallation issues for the Next Gen Identity Server. The installer is a WiX-based MSI delivered as a bundled executable (Relativity.Server.IdentityService.Installer.exe). Run the installer on the Identity Server host. Do not run it on the SQL Server host or the Relativity primary server.

Applies to

This guide applies to the following versions.

Relativity Identity Service installer, version 26.x.y and later.
Windows Server 2025 (build 26100 or later).

Prerequisites

Confirm the following before troubleshooting any installer issue:

Confirm you have local Administrator privileges. Open an elevated PowerShell or Command Prompt session (Run as administrator) to run the installer.
Confirm the installer is invoked with a log parameter to capture diagnostic output:
Copy
```
.\Relativity.Server.IdentityService.Installer.exe /log InstallLog.txt 
```
For the full installation procedure, including how to pass arguments to the installer, see Step 2 - Launching the installer in the Installation Guide.
Confirm the InstallLog.txt file is retained for review. Use this log to diagnose most installer errors directly.

Installer launch failures

The following table lists symptoms and resolutions for installer launch issues.

Symptom	Resolution
Installer window appears momentarily, then disappears.	The installer process was started without elevation. Open an elevated PowerShell session (Run as administrator) and run the installer directly: `.\Relativity.Server.IdentityService.Installer.exe /log InstallLog.txt`.

Pre-window prerequisite failures

WiX launch conditions raise these errors. They verify the Identity Server host meets minimum requirements.

Symptom	Resolution
"This application requires Windows Server 2025 or later."	Upgrade the Identity Server host to Windows Server 2025 (build 26100 or later). Verify the current build with: `(Get-ItemProperty 'HKLM:\SOFTWARE\Microsoft\Windows NT\CurrentVersion').CurrentBuild`.
"Internet Information Services (IIS) 10 or higher must be installed."	Install IIS 10 through Server Manager: Add Roles and Features > Web Server (IIS). Accept the default features, complete the wizard, and re-run the installer.
".NET 10 SDK Hosting Bundle must be installed."	Download and install the .NET 10 Hosting Bundle from the official Microsoft .NET downloads page. The Hosting Bundle is a distinct download from the Runtime. After installation, restart the server before re-running the installer.

Mid-install prerequisite failures

Custom actions raise these errors after the Welcome screen. They validate Relativity-specific dependencies.

Symptom	Resolution
"SQL Server access validation failed."	Database issues
"Secret store access validation failed."	Secret Store issues
"Service account validation failed."	The service account credentials are invalid, the account is disabled, or it lacks required privileges. 1. Re-enter the service account password, ensuring no whitespace is included. 2. Verify the account is enabled and not locked: `net user <account-name>`. 3. Grant the Log on as a service right via `secpol.msc` > Local Policies > User Rights Assignment.
Installer hangs at "Validating prerequisites".	A dependency is unreachable and the validation is waiting for a timeout. Consult the log file for the most recent action started - this identifies the blocking dependency.

Installer error

The following table lists common installer error codes and their resolutions.

Symptom	Resolution
Installation log contains "Error 1603: Fatal error during installation."	Error 1603 is a generic Windows Installer error code. The log records the actual cause immediately before this entry. Open the installation log and locate the first error before the `1603` entry.

Database logging issues after installation

The installer records each installation, upgrade, and uninstallation in the [eddsdbo].[DeploymentLogs] table. It uses the [eddsdbo].[SaveDeploymentLog] stored procedure.

Symptom	Resolution
Installation completes successfully, but no row appears in `[eddsdbo].[DeploymentLogs]`.	The required Procuro script has not been applied to the EDDS database. Verify by querying: `SELECT * FROM sys.procedures WHERE name = 'SaveDeploymentLog'`. If the query returns no results, contact Relativity Support. Ask them to apply the Procuro script that creates the table and stored procedure. Re-run the installer after Relativity Support applies the script.
Installation log shows "Stored procedure not found: `[eddsdbo].[SaveDeploymentLog]`."	Same resolution as above.
The `DeploymentData` JSON column is malformed or incomplete.	An earlier installation failure interrupted the write operation. Run a clean installation and verify the latest entry contains complete JSON.

Incomplete IIS configuration

The installer creates the Identity application pool and Identity IIS application in Default Web Site.

Symptom	Resolution
The `Identity` application pool exists in IIS but is in a stopped state.	The application pool cannot start with the configured credentials. 1. Open IIS Manager > Application Pools > select Identity > Advanced Settings > Identity. 2. Re-enter the service account password. 3. Right-click the pool and select Start.
The application pool stops immediately after starting.	The service account lacks the Log on as a service right. Open `secpol.msc` > Local Policies > User Rights Assignment > Log on as a service, and add the service account.
The `RIS` application is not visible under Default Web Site in IIS Manager.	The installer was unable to create the IIS application. Verify that Default Web Site exists in IIS Manager. Re-run the installer.
Files are installed to `C:\Program Files\Relativity Identity Service\`, but the service URL returns HTTP 404.	The IIS application was not fully provisioned. Verify in IIS Manager that an application exists at Default Web Site > RIS. If it is missing, re-run the installer.

Uninstallation issues

The following table lists symptoms and resolutions for uninstallation problems.

Symptom	Resolution
The `Identity` application pool and application remain in IIS after uninstallation.	Remove the IIS objects manually. In IIS Manager, delete Default Web Site > RIS , then delete the Identity application pool.
Uninstallation completes, but the `C:\Program Files\Relativity Identity Service\` directory remains.	The IIS application pool was holding file handles during uninstallation. Stop the `Identity` application pool in IIS Manager, then delete the directory: `Remove-Item 'C:\Program Files\Relativity Identity Service' -Recurse -Force`.
No "Uninstalled" entry is logged in `[eddsdbo].[DeploymentLogs]`.	The uninstallation process could not reach the stored procedure. This does not affect the uninstallation outcome. If you need an audit record, insert it manually.

Upgrade issues

The following table lists symptoms and resolutions for upgrade problems.

Symptom	Resolution
The installer reports "A newer version is already installed."	The version being installed is lower than the currently installed version. MSI prevents downgrades. Either install a strictly higher version, or uninstall the current version first.

Diagnostic commands

Use the following commands to gather information when troubleshooting installer issues:

Copy

# Operating system version and build
[System.Environment]::OSVersion
(Get-ItemProperty 'HKLM:\SOFTWARE\Microsoft\Windows NT\CurrentVersion').CurrentBuild

# Installed IIS version
(Get-ItemProperty 'HKLM:\SOFTWARE\Microsoft\InetStp').MajorVersion

# Installed .NET runtimes
dotnet --list-runtimes

# Recent MSI logs from the temp folder
Get-ChildItem $env:TEMP -Filter 'MSI*.log' | Sort-Object LastWriteTime -Descending | Select-Object -First 5

Copy

-- Recent deployment log entries
SELECT TOP 20 * FROM [eddsdbo].[DeploymentLogs] ORDER BY Id DESC;

Contacting Relativity Support

If this guide does not resolve the issue, contact Relativity Support. Provide the following information:

The exact symptom observed, including any on-screen error message.
The complete InstallLog.txt file (or the file specified by your /log parameter).
The output of the diagnostic commands in this guide.
The 20 most recent rows from the [eddsdbo].[DeploymentLogs] table.