Any help on this problem would be much appreciated. We are trying to upgrade to BES 5.0.3, however it looks like a previous service pack or even the original installation did not complete.

When I try and re-run the 5.0.1 setup it continues from the Blackberry CAL and SRP information section. All verification works ok, and I can continue through the steps until I get to the Start Services section. Clicking Start Services or Next here results in the installation hanging.

Last few lines of the install log read:-

[30000] (06/23 10:50:29.877):{0x710} <5>Jun 23 10:50:29 cmbcbes1 {0x220C} 0527: (#30000) [PIPTOOL]: FQDNFromMachineName found FQDN of [ removed ] for [ removed ]
[30000] (06/23 10:50:29.877):{0x710} <5>Jun 23 10:50:29 cmbcbes1 {0x220C} 0528: (#30000) [PIPTOOL]: StartService forms BMS URL of removed
[30000] (06/23 10:50:29.877):{0x710} <5>Jun 23 10:50:29 cmbcbes1 {0x220C} 0529: (#30000) [PIPTOOL]: StartService is finished forming URLs.
[30000] (06/23 10:50:45.439):{0x220C} RunWebGenKey: Attempting to generate the web.keystore file.
[30000] (06/23 10:50:45.439):{0x220C} RunWebGenKey: GenerateBMSUKeyStore commandline: ["C:\Program Files (x86)\Research In Motion\BlackBerry Enterprise Server\Monitoring Service\bin\webGenKey.bat" C:\PROGRA~2\Java\jdk1.6.0_15 C:\PROGRA~2\RESEAR~1\BLACKB~1\Monitoring Service\ besbms CMBCBES1.CMBC.INTERNAL]
[30000] (06/23 10:50:45.486):{0x710} <5>Jun 23 10:50:45 cmbcbes1 {0x220C} 0530: (#30000) [PIPTOOL]: Start Service executes common functions
[30000] (06/23 10:50:45.486):{0x710} <5>Jun 23 10:50:45 cmbcbes1 {0x220C} 0531: (#30000) UnzipWarFiles: Detected C:\Program Files (x86)\Research In Motion\BlackBerry Enterprise Server\BAS\server\default\deploy\basClientWebAdmin Console.war is an existing folder. Skipping the uncompress.
[30000] (06/23 10:50:45.486):{0x710} <5>Jun 23 10:50:45 cmbcbes1 {0x220C} 0532: (#30000) UnzipWarFiles: Detected C:\Program Files (x86)\Research In Motion\BlackBerry Enterprise Server\BAS\server\default\deploy\basclientwebdeskt op.war is an existing folder. Skipping the uncompress.

All Blackberry services are already started apart from the 4 Blackberry Monitoring services.

It's worth noting that the BES server has been, and still is, working ok for push email to our users. Unless I can find a workaround to this problem I'm considering a fresh rebuild and reinstall of BES, restoring the database. Downtime can be arranged for a short time for this work.

Hope somebody can offer some advice.

Please note, the FQDN and URL were intentionally removed from the log extract. This was just to try and allow the thread to post.

You don't need to click "Start Services" at installation time. Let the installation complete and then start the services manually.

If you have trouble with the monitoring service, uninstall it from the boxes and use a separate box for it (with no other BES services on it).

This is a NO NO. The "Start Services" include calls to several procedures that may update the database. It is recommended to click that button to complete the installation.

You should not be installing Monitoring with the BES core components. You would want it to be another standalone computer to watch over your BES servers.

Do you have an official source for this? When we upgrade to a newer SP + MR, we never start the services after the SP, but do the SP + MR in one go. Never had a problem with this. When you do a reboot after the install, the services get started anyway.

No official documentation but from mere observation.

Search the below in the BTSC and you will know what I meant - BlackBerry Technical Solution Center

"Start Services" button

Thanks for the help. Whether I click "Start Services or "Next" the installation still hangs at this point.
I can't see a way to back out to the point where I can choose not to install Monitoring. When resuming the install it always starts at the same point and I can't go back to previous option screens.
I guess it's looking like a reinstall and restore.

Have you tried a repair from Control Panel yet?

No repair option, just remove.