SyncStream 6.6 Installation/Configuration Fails on SQL Server 2019/2022 with “Unknown version (15)” and MSI 1603

Applies To

• Pivotal Mobile Client / Pivotal SyncStream 6.6 (observed with installer build showing 6.6.4.8 in MSI logs)
• Microsoft SQL Server 2019 (engine version 15.x) and later (example: SQL Server 2022), including Express editions used for mobile databases

Symptoms (How to Recognize)

SyncStream installation reaches “configuration” / database setup, then fails. MSI logs end with one or more of the following (exact strings observed in MSI logs):

• Product: Pivotal SyncStream 6.6 (6.6.4.8) -- Configuration failed.
• (CheckSQLVersion) Unknown version (15) of SQL Server installed
• (SetMobileDBRights) Exception occurred. Error code: 0x80004005
• MainEngineThread is returning 1603
• Reconfiguration success or error status: 1603.

What’s Happening (Root Cause)

The SyncStream 6.6 installer contains outdated SQL Server version-detection logic. When SQL Server 2019 (15.x) or later is installed, the installer may report it as an unknown version (for example, Unknown version (15)).

Once SQL detection fails, subsequent database configuration steps can fail—especially the steps that apply required rights to the mobile databases (for example, granting roles/ownership to the service identity such as NT AUTHORITY\NETWORK SERVICE or, on French Windows, AUTORITE NT\SERVICE RÉSEAU). The overall result is MSI error 1603 with Configuration failed.

This is a SyncStream installer defect (not a customer misconfiguration). Engineering confirmed the detection gap and a product fix is planned for release in Pivotal 6.6.5.9.

Investigation / Troubleshooting Workflow

1. Confirm the failure is the SQL-detection/configuration defect (not a generic MSI issue)
   • Open the verbose MSI log from the failed run (example filename pattern: *_LOG.txt).
   • Search for Configuration failed, 1603, CheckSQLVersion, and SetMobileDBRights.
   • If you see (CheckSQLVersion) Unknown version (15) (or similar “unknown version” strings) together with 1603, you are likely hitting this defect.
2. Note the database-rights portion of the failure
   • Logs may show failures while attempting to set database owner/roles for the service account (Network Service), with an error such as 0x80004005.
   • On non-English Windows, the account name may appear localized (example: French AUTORITE NT\SERVICE RÉSEAU), which is expected and not itself the issue.

Resolution (Permanent Fix)

Upgrade to Pivotal 6.6.5.9 (or later) once available. Engineering confirmed the SQL version-detection defect is addressed in the next upcoming (6.6.5.9) release.

Implementation Steps

1. Obtain the 6.6.5.9 installer from download portal for Pivotal releases.
2. Rerun installation/configuration using 6.6.5.9 on the SyncStream host.
3. If a prior attempt partially installed components, run a repair or uninstall/reinstall per your standard Windows Installer practices, then reattempt configuration with 6.6.5.9.

Optional Mitigation (If You Cannot Wait for 6.6.5.9)

As an interim approach, you may attempt to manually create the mobile databases using SQL scripts packaged with SyncStream and then apply the required permissions. This can help in environments where the installer fails specifically during DB creation/rights steps, but it does not remove the underlying risk if the installer hard-fails due to SQL version detection.

If attempting this, use the SQL scripts shipped with your SyncStream installation media (script folder names may vary by package) and ensure the service identity used by SyncStream has the necessary database rights (for example, appropriate ownership/role membership on the mobile databases).

Verification (How to Confirm It’s Fixed)

1. Run the install/configuration with the updated version (6.6.5.9+).
2. Confirm the installer completes without:
   • Configuration failed
   • MSI 1603
   • (CheckSQLVersion) Unknown version (15)
   • (SetMobileDBRights) Exception occurred. Error code: 0x80004005
3. Confirm mobile databases are created/available in SQL Server and that the required service account permissions are present.
4. Proceed to a real synchronization test and collect SyncStream logs if any runtime errors occur.

When to Escalate

If 6.6.5.9+ still fails, provide:

• Latest MSI verbose log from the failing run
• SQL Server edition/version details
• The service account used by SyncStream