SEP installation rolls back
|Article:TECH133847|||||Created: 2010-01-09|||||Updated: 2011-05-26|||||Article URL http://www.symantec.com/docs/TECH133847|
Symantec Endpoint Protection 11 client Installation rolls back
Errors found under %temp%\SEP_inst.log are as followed:
MSIASSERT - DefInstallCA: Failed to load ccInst64.dll. symRes=0x80010300:
CustomAction DefInstallCA.6CA3616B_58CE_4E58_BA05_8281C7ACF9BB returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
Note: 1: 1402 2: HKEY_LOCAL_MACHINE\SOFTWARE\Symantec\InstalledApps 3: 5
Info 1402.Could not open key: HKEY_LOCAL_MACHINE\SOFTWARE\Symantec\InstalledApps. System error 5. Verify that you have sufficient access to that key, or contact your support personnel.
Backup Exec System Recovery (BESR)2010 (build 220.127.116.11656) was installed on the machine before the SEP installation attempt.
Known issue: BESR 2010 (build 18.104.22.168656)
If BESR 2010 (build 22.214.171.124656) is installed before SEP, it does not set the correct Full Control permission to HKLM\SOFTWARE\Symantec hive for the Administrators group.
Following solutions can be applied to resolve the issue:
Solution 1. Run Liveupdate to update their BESR 2010 to BESR 2010 SP1 (126.96.36.199216) .
Solution 2. If upgrading BESR 2010 to BESR 2010 SP1 doesn't resolve the issue then perform following steps:
a. Open Registry editor using Start -> Run -> Type "regedit"
b. Backup Registry using Right click on "My computer" and select "Export" and save registry backup
c. Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\SYMANTEC\InstalledApps
d. Right click and select "Permissions"
e. Click on "Advanced" button and select the "Owner" tab
f. From the users list, select "Administrators"
g. Select the checkbox for "Replace owner on subcontainers and objects"
h. Click "OK"
i. If an error occurs, Keep selecting "Retry" button until permissions are applied.
Repeat steps (c) through (i) for all HKEY_LOCAL_MACHINE\SOFTWARE\SYMANTEC subkeys
Reboot the machine.
Reinstall the SEP client on the machine.
Article URL http://www.symantec.com/docs/TECH133847