SEP installation rolls back

Article:TECH133847  |  Created: 2010-01-09  |  Updated: 2011-05-26  |  Article URL http://www.symantec.com/docs/TECH133847
Article Type
Technical Solution

Product(s)

Environment

Issue



Symantec Endpoint Protection 11 client Installation rolls back

 


Error



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.


Environment



Backup Exec System Recovery (BESR)2010 (build 9.0.0.35656) was installed on the machine before the SEP installation attempt.


Cause



Known issue: BESR 2010 (build 9.0.0.35656)


 

http://www.symantec.com/docs/TECH127765
http://www.symantec.com/docs/TECH127032

If BESR 2010 (build 9.0.0.35656) is installed before SEP, it does not set the correct Full Control permission to HKLM\SOFTWARE\Symantec hive for the Administrators group.


Solution



Following solutions can be applied to resolve the issue:

Solution 1. Run Liveupdate to update their BESR 2010 to BESR 2010 SP1 (9.0.1.36216) .

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.

Solution 3. Uninstall BESR 2010. Install SEP first then reboot and install BESR 2010.




 


Supplemental Materials

SourceETrack
Value1901034

Legacy ID



2010061015172148


Article URL http://www.symantec.com/docs/TECH133847


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