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Cannot install SEP Client on Windows 7 64-bit

Created: 06 May 2013 • Updated: 15 May 2013 | 14 comments
This issue has been solved. See solution.

Hi,

I cannot install SEP (managed) Client V12.1.2 on a single Windows 7 64-bit machine (other machines install OK). I have tried both remote and local (installing as administrator) installations. UAC, Windows Firewall and Windows Defender are all disabled. There are no other security products installed or active on the machine in question. Initially this machine had Trend Officescan, but that seems to have been completely removed by the SEP installer (as I intended it to be).

The installation appears to be almost complete before it rolls back. The client actually shows up in the management console, where it incorrectly shows the OS as Windows Vista Business Edition. However it also shows as offline, which is fair because by this time the rollback is complete.

The SEPInst logfile is attached.

I would appreciate it if anybody has any clue what is causing this problem - or even just a few pointers on how to interpret the log file.

Many thanks.

 

Operating Systems:

Comments 14 CommentsJump to latest comment

.Brian's picture

Found this in the log:

ScriptGen: ShowServiceProgress() script execution failed.
ScriptGen: ShowServiceProgress() reset script failure event.
ScriptGen: ShowServiceProgress() is returning an error (so close to the end!)
CustomAction ShowServiceProgress returned actual error code 1603

There can be multiple solutions for this problem.

Was this a remote or local install?

Download and run SymHelp to see if it shows any issues

Symantec Help (SymHelp) Download

Article:TECH170752  |  Created: 2011-09-29  |  Updated: 2013-04-29  |  Article URL http://www.symantec.com/docs/TECH170752

 

Please click the "Mark as solution" link at bottom left on the post that best answers your question. This will benefit admins looking for a solution to the same problem.

SebastianZ's picture

How are you installing the SEP client on that machine - deployment push from SEPM? Try to install manually an unmanaged client package - does this one works?

Any chance you can try installing older 12.1 version and the upgrading to 12.1 ru2?

 

There have been few similar threads on forum already:

https://www-secure.symantec.com/connect/forums/una...

https://www-secure.symantec.com/connect/forums/wiz...

P_K_'s picture

ScriptGen: ShowServiceProgress() script execution failed.
ScriptGen: ShowServiceProgress() reset script failure event.
ScriptGen: ShowServiceProgress() is returning an error (so close to the end!)
CustomAction ShowServiceProgress returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
MSI (s) (98:C0) [16:45:36:240]: User policy value 'DisableRollback' is 0
MSI (s) (98:C0) [16:45:36:240]: Machine policy value 'DisableRollback' is 0
Action ended 16:45:36: InstallFinalize. Return value 3.

 

 

Check this Thread (Almost the same Issue): 

https://www-secure.symantec.com/connect/forums/sep-121-client-installation-failure

 

Also, 

Disable UAC and Windows Firewall and Try Creating a custom setting under the “Client Install Settings” options to not use “Add the program to the Start Menu”, leave this unchecked.

OR / AND

Deploy a client install package with "Remove all previous logs and policies, and reset the client-server communications settings".

http://www.symantec.com/docs/TECH165801

MCT MCSE-2012 Symantec Technical Specialist (SCTS)

remo1974's picture

Collect the SIS_INST.log  that will help to give more information about the roll back of Installation

SameerU's picture

Hi

Run the cleanwipe and try to install again

Regards

 

W007's picture

hello,

First you can try Clean wipe tool and reinstall sep client

You may need to contact Symantec Technical Support and create a case for Latest CleanWipe Tool.

Check these Steps below:

How to create a new case in MySymantec

http://www.symantec.com/business/support/index?page=content&id=TECH58873

Phone numbers to contact Tech Support:-

Regional Support Telephone Numbers:

  • United States: 800-342-0652 (407-357-7600 from outside the United States)
  • Australia: 1300 365510 (+61 2 8220 7111 from outside Australia)
  • United Kingdom: +44 (0) 870 606 6000

Additional contact numbers: http://www.symantec.com/business/support/contact_t...

 

Don't forget to mark your thread as 'SOLVED' with the answer that best helped you.

SameerU's picture

Hi

Have you run the Cleanwipe and reinstall the same

Regards

 

SNTT's picture

Thanks everybody for taking the time to respond.

Brian81, thank you for the tip about SymHelp. I will definitely try that. However, I will not have acces to the machine again until Monda, so it will have to waity. The log I attached was for a local install, but I saw the same problem when I tried a remote installation.

SebastianZ, I tried both manual installation (local) and deployment push (remote), but I hit the same problem each time. I did not try installing an unmanaged client. I will try that when I get a chance.

For those of you suggesting cleanwipe, does this tool do a more thorough clean than I can achieve by implementing this procedure http://www.symantec.com/business/support/index?page=content&id=TECH91038&locale=en_US?
 

I had found most of the linked articles before posting. Unfortunately none of the suggestions helped or seemd relevant. The one thing I haven't yet tried is running Cleanwipe.

P_K_'s picture

No, the cleanwipe doesn't do more than the manual removal.

If nothing helps take a proc mon while installing SEP

MCT MCSE-2012 Symantec Technical Specialist (SCTS)

remo1974's picture

If you are trying to upgrade from previous version of SEP to new version.   Try to do a  Manual uninstall and  try to re-install it

It helped me to fix  my problem with Installation

theexplorer's picture

Is there any older version of SEP installed? If yes, uninstall the Liveupdate.exe first from add/remove programs. Reboot the machine, run the 12.1 installer.

Good Luck!

Good Luck!

SNTT's picture

I raised a ticket with Symantec and together we solved the problem.

The first step was to examine the file C:\Documents and Settings\All Users\Application Data\Symantec\Symantec Endpoint Protection\12.1.XXXX\Data\Install\Logs\SIS_INST.LOG

Where identified the following event:

2013-05-13T18:59:47.741Z INFO  I SIS    Executing action ( 2485 ) - CreateRegistryValue  currentPosition: 1170366
2013-05-13T18:59:47.747Z INFO  I SIS      KEY_NAME=[SYSTEM\CurrentControlSet\services\WinDefend]
2013-05-13T18:59:47.747Z INFO  I SIS      VALUE_NAME=[Start]
2013-05-13T18:59:47.747Z DEBUG I SIS      VALUE_TYPE=[DWORD]
2013-05-13T18:59:47.747Z DEBUG I SIS      VALUE_DATA=[4]
2013-05-13T18:59:47.754Z ERROR I SIS      ZwSetValueKey() failed in thal::RegistryWriteValue()   status: 0xC0000022 = {Access Denied}  A process has requested access to an object, but has not been granted those access rights.  
2013-05-13T18:59:47.754Z ERROR I SIS      RegistryWriteValue() failed. 0xC0000022 = {Access Denied}  A process has requested access to an object, but has not been granted those access rights.  
2013-05-13T18:59:47.754Z ERROR I SIS         
2013-05-13T18:59:47.754Z ERROR I SIS        Dumping action parameters from the script:
2013-05-13T18:59:47.754Z ERROR I SIS          ValueType=[dword]
2013-05-13T18:59:47.754Z ERROR I SIS          ValueData=[4]
2013-05-13T18:59:47.754Z ERROR I SIS          ValueName=[Start]
2013-05-13T18:59:47.754Z ERROR I SIS          Exists=[Overwrite]
2013-05-13T18:59:47.754Z ERROR I SIS          WOW64=[Default]
2013-05-13T18:59:47.754Z ERROR I SIS          Key=[HKLM\SYSTEM\CurrentControlSet\services\WinDefend]
2013-05-13T18:59:47.754Z INFO  I SIS        ExecuteScript() - Successfully set failure event.
2013-05-13T18:59:47.755Z INFO  I SIS    ExecuteScript() returning ACTION_FAILED_WITH_ROLLBACK
 

Showing that there was a problem disabling Windows Defender.

Further trouble shooting showed that Windows Defender was corrupt and couldn't start. I resolved this by uninstalling Microsft Security Essentials. Once Windows Defender was able to start again, I was able to install Symantec (which disables Windows Defender).

SOLUTION
AjinBabu's picture

Hi,

Try to run clean wipe and install the machine and keep posted the out comes

Regards

Ajin