Error: "The wizard was interrupted before Symantec AntiVirus Corporate Edition could be completely installed" when installing Symantec AntiVirus Corporate Edition

Article:TECH99964  |  Created: 2002-01-27  |  Updated: 2010-08-13  |  Article URL http://www.symantec.com/docs/TECH99964
Article Type
Technical Solution

Product(s)

Environment

Issue



While installing Symantec AntiVirus Corporate Edition server or client, you see the error message "InstallShield Wizard Completed - The wizard was interrupted before Symantec AntiVirus Corporate Edition could be completely installed. Your system has not been modified. To complete installation at another time, please run setup again. Click Finish to exit the wizard."

Symantec AntiVirus is not installed.


Solution



 


Before you begin: If you see this error message when you install Symantec Client Security 3.0 or Symantec AntiVirus Corporate Edition 10.0, see the document Error: "The Wizard Was Interrupted..." or "Error: 'msxmlx.inf' with error code 1 (0x1)" during installation in addition to the solutions in this document.



This problem has more than one cause, so more than one solution is provided. To fix the problem, try each of the following solutions in the order that they appear.

Start the Telephony service
This problem can happen when you install Symantec AntiVirus server with AMS to a computer that has the Telephony service disabled. To fix the problem, start the Telephony service, and then install Symantec AntiVirus server again.

To start the Telephony service

  1. On the Windows Taskbar, click Start > Run.
  2. In the Open box, type the following text:

    services.msc
  3. Click OK.
  4. In the right pane, right-click Telephony, and then click Start.



Perform a basic test of the installation process
Because this error message is generated by the installation engine itself, it is important to test the basic operations of the installer by running a specific file. This process only tests for the most general of problems, and may complete successfully regardless of other possible Windows problems.

To test the basic functionality of the installation engine

  1. Insert the Symantec AntiVirus CD or locate your downloaded files.
  2. Open the SSC folder that is located in the root directory of your CD or installation files.
  3. Double-click ISScript.msi, and follow the on-screen prompts.
    ISScript.msi runs a basic installation of the InstallShield files. This may or may not expose other problems in the installation process.
    If you use Symantec AntiVirus 9.x, then you will also see a file named ISScript8.msi. Do not open this file.
    If you use Symantec AntiVirus 10.x, then you will also see a file named ISScript10.msi. Do not open this file.


If you see an error message while running the file, then use this error message to search the Symantec Knowledge Base for a solution to that problem. If you do not see an error message after running the file, then do one of the following:

  • If there have been previous versions of Norton AntiVirus consumer software on this computer, then go on to the next section, "Remove legacy Norton AntiVirus consumer software components."
  • If there have not been previous versions of Norton AntiVirus consumer software on this computer, then skip to the section, "Check the operating environment."



Remove legacy Norton AntiVirus consumer software components
In some cases, leftover components of Norton AntiVirus consumer software can cause Symantec AntiVirus Corporate Edition to fail. Follow the steps in this section to remove any remaining components.


WARNING: We strongly recommend that you back up the registry before making any changes to it. Incorrect changes to the registry can result in permanent data loss or corrupted files. Modify only the keys that are specified. Read the document How to back up the Windows registry for instructions.




To remove legacy Norton AntiVirus consumer software components

  1. Do one of the following:
  2. On the Windows taskbar, click Start > Run.
  3. In the Open box, type the following text:

    regedit
  4. Click OK.
  5. On the Edit menu, click Find, and then type the following text string:

    74BE21DBFDBD3D11EBAE000ACC725290

  6. Delete all instances that are found.
  7. Repeat steps 4 and 5 for all of the following text strings, one at a time. Some of the text strings may not be present.

    86C46C6D5F9F3D11EBAE000ACC725290
    9526CFE08DA32DC4CB754D39A75FCCE0
    AC68B2D7D5D2E96429DE5EB626DBD1C3
    497CA84818B8A04418EA464733D75B72
    3B27DC00FD2ECFD4CB1CC54C5F4615D8

  8. Go to the following registry key:

    HKEY_LOCAL_MACHINE\Software\Symantec
  9. In the right pane, right-click each of the following values, and click Delete:

    Remove
    SourceDir
  10. Exit the Registry Editor.
  11. Restart the computer.


After you have removed all legacy components of Norton AntiVirus consumer software, then update Symevent. Symevent is a shared component across many Symantec products, and in some cases must be updated prior to installation. For details, read the document Updating the Symevent files.

After you update Symevent, restart the computer and then install Symantec AntiVirus again. If you still see this error message, then go on to the next section, "Check the operating environment."


Check the operating environment
If you have tried the other solutions in this document but the problem still exists, then follow the steps listed here in the order given.

To verify that you have enough free space on your hard drive
Before reinstalling Symantec AntiVirus, verify that you have adequate drive space for the installation. A server installation requires 450 MB of free space, and a client installation requires 50 MB. If you are installing from a CD, then parts of the CD may be extracted to the Windows temp directory during installation, so more space may be required in that case.

To scan for viruses with current virus definitions
A virus infection may cause this problem. Do one of the following:

  • If Symantec AntiVirus is currently installed, use Intelligent Updater to install current virus definitions, and then run a full scan.
  • If Symantec AntiVirus is not currently installed, go to another computer with Symantec AntiVirus installed and use Intelligent Updater to install current virus definitions. Map the affected computer's drive(s) and run a full scan on the mapped drive(s).


If the affected computer is a mail server, you must set exclusions before you run the scan.
For details, read the document Installing Symantec or Norton AntiVirus Corporate Edition on mail servers.

If you cannot download Intelligent Updater definitions, you can run an online scan. The online scan will detect but cannot remove currently known viruses.
To run a full online scan, go the Symantec Security Check Website and follow the prompts.

To check for virus definition corruption
If Symantec AntiVirus is currently installed, make sure that the virus definitions are not corrupted.
For directions, read the document How to determine if virus definitions used by Symantec AntiVirus Corporate Edition are corrupted.

To delete the InstallShield\Driver folder

  1. Open the following folder:

    <program files>\Common Files\InstallShield\Driver

    where <program files> is the location of your Program Files directory, usually located on your system drive. For example:

    C:\Program Files\Common Files\InstallShield\Driver

  2. Right-click on the Driver folder, and click Delete.
    The folder will be re-created during the installation of Symantec AntiVirus.



To delete any leftover .msi files that are part of the Symantec AntiVirus installation

  1. Verify that Windows is configured to show hidden and system files.
  2. Do one of the following, depending on your operating system, where <system drive> is the drive where Windows is installed:
    • In Windows 98/XP/2003, open the following folder:

      <system drive>:\Windows\Installer
    • In Windows NT/2000, open the following folder:

      <system drive>:\WINNT\Installer

      For example, if Windows 2000 is installed on drive C, then open the following folder:

      C:\WINNT\Installer

  3. Right-click each .msi file in that folder, and then click Properties.
  4. On the Summary tab, look for Symantec in each of the fields.
  5. If any field mentions Symantec, delete that .msi file.
  6. If you use Windows NT/2000/XP/2003, then repeat steps 1 through 5, but look in the following directory instead:

    <system drive>:\Program Files\InstallShield Installation Information

In addition, download and run the Windows Installer CleanUp Utility. Find and remove all entries for Symantec AntiVirus and Norton AntiVirus. For more information, read the Microsoft article Description of the Windows Installer CleanUp Utility (article 290301).

To delete temporary files

  1. On the Windows taskbar, click Start > Run
  2. In the Open box, type the following text:

    %temp%
  3. Click OK.
  4. On the Edit menu, click Select All.
  5. Press Delete.
  6. Click Yes if you are asked to confirm the deletion.

To update the Oleaut32.dll file
The installation of other programs may change the version of the Oleaut32.dll file. If the version of this file is earlier than 2.40.4515, then update the file using one of the following methods (either of these methods should update the Oleaut32.dll file to 2.40.4515):


To temporarily disable the use of long file names

  1. On the Windows taskbar, click Start > Run
  2. In the Open box, type the following text:

    regedit.exe
  3. Click OK.
  4. Go to the following registry key:

    HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\FileSystem
  5. In the right pane, double-click NtfsDisable8Dot3NameCreation.
  6. Change the Value Data from 1 to 0 and then click OK.
    This disables the use of long file names and forces the files and paths to use 8.3 names. You may reverse this change after the installation to allow the use of long file names.


To verify Distributed COM properties

  1. On the Windows taskbar, click Start > Run.
  2. In the Open box, type the following text:

    dcomcnfg
  3. Click OK.
  4. Do one of the following, depending on your version of Windows:
    • In Windows XP/2003, click Component Services > Computers > My Computer. Then right-click on My Computer and click Properties.
    • In all other versions of Windows, go on to the next step.
  5. On the Default Security or Default COM Security tab, in the Default Access Permissions section, click Edit Default.
    The Registry Value Permissions pane is normally blank.
  6. If the window is not blank, then verify that Administrators, Interactive, and System accounts are set to Allow Access, and then click OK.
  7. In the Default Launch Permissions section, click Edit Default.
    Verify that the Administrators, Interactive, and System accounts should be set to Allow Launch, and click OK.
  8. In the Default Configuration Permissions section, click Edit Default.
  9. In the Registry Key Permissions window, verify that the following are set to Full Control, and then click OK:

    CREATOR OWNER
    ...\Administrators
    SYSTEM
  10. On the Default Properties tab, verify that Default Impersonation Level is set to Identify.
  11. Click Apply, and then click OK.
  12. Restart the computer for the changes to take effect.

To verify registry permissions

  1. On the Windows taskbar, click Start > Run.
  2. In the Open box, type the following text:

    regedt32.exe
  3. Click OK.
  4. Go to the following key:

    HKEY_LOCAL_MACHINE\SOFTWARE\INTEL

  5. Do one of the following:
    • In Windows XP/2003, on the Edit menu, click Permissions.
    • In all other versions of Windows, on the Security menu, click Permissions.
  6. Verify that ADMINISTRATORS and SYSTEM are both set to Full Control.
    You should be installing Symantec AntiVirus as a user who is part of the Administrators group.
  7. Go to the following key:

    HKEY_LOCAL_MACHINE\SOFTWARE\SYMANTEC

  8. Do one of the following:
    • In Windows XP/2003, on the Edit menu, click Permissions.
    • In all other versions of Windows, on the Security menu, click Permissions.
  9. Verify that ADMINISTRATORS and SYSTEM are both set to Full Control.
  10. Close the Registry Editor


Verify file system permissions
If your drive is an NTFS volume, then verify that the System and Administrator accounts have Full Control access to all relevant folders. For more information, see the document Troubleshooting Symantec AntiVirus Corporate Edition installations: Checking rights and permissions.

Remove Symantec shared files


WARNING: Do not perform this step if there are other Symantec products installed on the computer. Following this step with other Symantec products installed will cause them to need to be reinstalled.



If and only if there are no other Symantec products on the computer, delete the \Program Files\Common Files\Symantec Shared folder.

Reinstall Symantec AntiVirus
In some reported cases, moving the installation files to a folder on the root of drive C has fixed this problem (either from a download or the CD), or generated a more descriptive error message.

If you still cannot install Symantec AntiVirus, then do one of the following:

  • If you are attempting to install a Symantec AntiVirus 9.x client, install Symantec AntiVirus client without the E-mail Auto-Protect plug-ins.
    For help with this, read the document Installing Symantec AntiVirus 9.0 clients without E-Mail Auto-Protect plug-ins.
  • If you are attempting to install a Symantec AntiVirus server, or a Symantec AntiVirus 8.x client, then skip to the section "Considerations for specific circumstances" under Technical Information at the bottom of this document.






References
Read the following Microsoft Knowledge Base articles for additional information on Windows installer problems:




Technical Information

Considerations for specific circumstances
This section contains special instructions for specific circumstances which may cause this problem. Only perform the steps in this section if one of the following situations applies to you.

To install Symantec AntiVirus onto a computer without a drive C

  1. On the Windows taskbar, click Start > Run.
  2. In the Open box, type the following text:

    cmd
  3. Click OK.
  4. At the command prompt, type the following and press Enter, where <system drive> is the drive where Windows is installed:

    subst c: <system drive>

    For example, if you are running a Citrix Server and Windows is installed on drive M, then you would type the following:

    subst c: m:\

  5. Install Symantec AntiVirus Server or Client onto the system drive.
    To follow the example outlined in step 4, you would install to your drive M. Do not install Symantec AntiVirus to the drive C that has been substituted.
  6. Restart the computer.
  7. To remove the temporary virtual drive C, repeat steps 1 through 4, but type the following text in step 4:

    subst c: /d



To install Symantec AntiVirus to a Terminal Server that runs in Application Mode
This error message can be seen when installing Symantec AntiVirus to a computer that is running Terminal Server or its associated services in application mode. The following steps are a workaround reported by customers to Symantec Technical support.

  1. In Control Panel, double-click Add/Remove Programs, and then click Add/Remove Windows Components.
  2. Select the Terminal Server component, and then place it in Remote Administration mode.
    In Windows 2003, you cannot change to Application Mode. In this case, you must either disable the service or uninstall Terminal Services.
  3. Restart the computer.
  4. Install Symantec AntiVirus.
  5. Restart the computer.
  6. To change the Terminal Server component back to Application Mode, repeat steps 1 through 3, but select Application Mode in step 2.




Legacy ID



2002092715192848


Article URL http://www.symantec.com/docs/TECH99964


Terms of use for this information are found in Legal Notices