Symantec Endpoint Protection (SEP) RU6 - Silent and Interactive installation type is rolling back

Article:TECH174227  |  Created: 2011-11-11  |  Updated: 2011-11-22  |  Article URL http://www.symantec.com/docs/TECH174227
Article Type
Technical Solution


Issue



 

When Installing the Symantec Endpoint Protection (SEP) client with a Silent or Interactive install package on a client machine, the installation will fail with no error. 

SEP_INST.log entries:

 Property(S): MsiFilterRebootMode_RebootAtEndModeBefore = 1
MSI (s) (F4:8C) [17:17:12:053]: Note: 1: 1708
MSI (s) (F4:8C) [17:17:12:054]: Product: Symantec Endpoint Protection -- Installation operation failed.
MSI (s) (F4:8C) [17:17:12:072]: Deferring clean up of packages/files, if any exist
MSI (s) (F4:8C) [17:17:12:072]: MainEngineThread is returning 1603
MSI (s) (F4:4C) [17:17:12:072]: No System Restore sequence number for this installation.
MSI (s) (F4:4C) [17:17:12:073]: User policy value 'DisableRollback' is 0
MSI (s) (F4:4C) [17:17:12:073]: Machine policy value 'DisableRollback' is 0
MSI (s) (F4:4C) [17:17:12:073]: Incrementing counter to disable shutdown. Counter after increment: 0
MSI (s) (F4:4C) [17:17:12:073]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2
MSI (s) (F4:4C) [17:17:12:073]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2
MSI (s) (F4:4C) [17:17:12:073]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied.  Counter after decrement: -1
MSI (s) (F4:4C) [17:17:12:073]: Restoring environment variables
MSI (s) (F4:4C) [17:17:12:074]: Destroying RemoteAPI object.
MSI (s) (F4:80) [17:17:12:074]: Custom Action Manager thread ending.
MSI (c) (18:AC) [17:17:12:074]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied.  Counter after decrement: -1
MSI (c) (18:AC) [17:17:12:075]: MainEngineThread is returning 1603
 


Environment



Windows 7 - any platforms

Windows XP

Windows Server 2003

Symantec Endpoint Protection 11.x


Cause



The Microsoft Installer (MSI) package used to install the SEP client makes several checks during the install process to ensure that the installation will not cause system instability or possible damage to other application installations on the system it is being installed to.

One check verifies that Windows is not configured to rename or move any files after the next reboot. If there are file names present under the registry value:
"HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Session Manager\PendingFileRenameOperations" the checks implemented by SEP will fail.
 A "Pending system changes that require a reboot have been detected" message will be generated.


Solution



Delete the PendingFileRenameOperations value from the registry:

(before editing any register value commented below backup and save it in one safe area as advised during the steps)

 

  1. Open the Windows Registry editor (regedit.exe) and browse to the following registry key: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Session Manager
  2. Verify the following Reg Multi String value PendingFileRenameOperations exists under this key.
    Note: If you do not find the PendingFileRenameOperations value in the location above, this error message can be generated if there are pending changes in:
    HKEY_LOCAL_MACHINE\SYSTEM\ControlSetXXX\Control\SessionManager\PendingFileRenameOperations
  3. Right-click on the SessionManager registry key that contains the PendingFileRenameOperations value and choose Export
  4. Provide a file name and location for the exported registry key and click Save
  5. Delete the PendingFileRenameOperations value from the registry
  6. If "HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\WindowsUpdate\Auto Update\RebootRequired" exists, right-click on the RebootRequired registry key and choose Export.
  7. Provide a different file name than in step 4 for the exported registry key and click Save
  8. Delete the RebootRequired sub-key
  9. Install Symantec Endpoint Protection normally
  10. Before rebooting, double-click on the .reg files created in Step 4 and 7 to merge the previous PendingFileRenameOperations value and RebootRequired sub-key.

 




Article URL http://www.symantec.com/docs/TECH174227


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