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Error when upgrading Microsoft Entra Connect: Unable to install the synchronization service

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Original product version:   Office 365 Identity Management, Microsoft Entra ID
Original KB number:   4054462

Symptoms

When you try to upgrade Microsoft Entra Connect, you receive the following error message:

An Error occurred while Upgrading from Azure Active Directory Sync. Unable to upgrade the Synchronization Service. Please see the Event log for additional details.

The detailed event log resembles the following:

Date/Time[ 12] [INFO ] ServiceControllerProvider: StartService status: Running Date/Time[ 12] [ERROR] Error during sync engine upgrade. System.Exception: Unable to upgrade the Synchronization Service. Please see the event log for additional details. ---> Microsoft.Azure.ActiveDirectory.Client.Framework.ProcessExecutionFailedException: Error installing msi package 'Synchronization Service.msi'. Full log is available at 'C:\ProgramData\AADConnect\Synchronization Service_Install-DateTime.log'.

Action startTime: DetectServiceAccount. CustomAction DetectServiceAccount returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox) Action endedTime: DetectServiceAccount. Return value 3. Action endedTime: INSTALL. Return value 3. MSI (s) (14:AC)Time: Note: 1: 1708 MSI (s) (14:AC)Time: Product: Microsoft Entra Connect synchronization services -- Installation operation failed. MSI (s) (14:AC)Time: Windows Installer installed the product. Product Name: Microsoft Entra Connect synchronization services. Product Version: 1.1.614.0. Product Language: 1033. Manufacturer: Microsoft Corporation. Installation success or error status: 1603. MSI (s) (14:AC)Time: Deferring clean up of packages/files, if any exist MSI (s) (14:AC)Time: MainEngineThread is returning 1603 MSI (s) (14:80)Time: RESTART MANAGER: Session closed.

Cause

The underlying service account was configured by using the user principal name (UPN) instead of Domain\SamAccountName.

Resolution

To resolve this issue, follow these steps:

  1. Start the Service Console on the Microsoft Entra Connect server.
  2. Locate the Microsoft Azure AD Sync service, and then right-click the service.
  3. Select Properties, and then select Logons.
  4. Set the account by using Domain\SamAccountName instead of using the UPN.
  5. Select Apply and OK.

Contact us for help

If you have questions or need help, create a support request, or ask Azure community support. You can also submit product feedback to Azure feedback community.