Endpoint Protection

Hi,
I'll be very happy if someone could help me with installation of SEP on one of our company computer.
There was installed previous version of Symantec version 10.x and I couldn' uninstall it however it was visible in section Add/remove SW.

So I unnistalled it manually but there here are probably some remnants of installation attempts of 10 or 11 version. I tried to delete everything in registry and file system according Symantec pages (Manually uninstalling Symantec Antivirus 10.1 client, How to manually uninstall SEP client from Windows 2000, XP) but installation ends at the very beginning and the log says :


MSI (c) (30:B0) [15:23:12:953]: Skipping action: LockoutLU.FF07F38E_78C2_412E_B858_64488E808644 (condition is false)
MSI (c) (30:B0) [15:23:12:953]: Skipping action: CheckForRunningLU.FF07F38E_78C2_412E_B858_64488E808644 (condition is false)
MSI (c) (30:B0) [15:23:12:953]: Doing action: CheckCCVersion.18376EA1_A7B1_41ED_A75C_CD6FAB0434AA
Action 15:23:12: CheckCCVersion.18376EA1_A7B1_41ED_A75C_CD6FAB0434AA. 
Action start 15:23:12: CheckCCVersion.18376EA1_A7B1_41ED_A75C_CD6FAB0434AA.
MSI (c) (30:78) [15:23:12:968]: Invoking remote custom action. DLL: C:\DOCUME~1\ADMINI~1\LOCALS~1\Temp\MSIE.tmp, Entrypoint: _CheckCCVersion@4
Action ended 15:23:13: CheckCCVersion.18376EA1_A7B1_41ED_A75C_CD6FAB0434AA. Return value 3.



it's of course only part of log but I think the most important. If someone could help me what to do to fix it I'd be very grateful. I'm attaching installation logfile.


Thank in advance for help.

Petr Smolka

If you still have SAV 10.x kicking around somewhere, try and go one version up or the same version you had installed.

Install on top of the other installation (directory path same, etc.)

Than try to remove, see if that helps.

Hi,

Sometimes it is enough to run our removal tool CleanWipe for SAV 10 and SEP 11 or reinstall the MSI.

I saw a case similar to yours and it was resolved in this way:

Ran installer and process monitor at the same time and compared time stamps.

From SEP log:
MSI (c) (90:0C) [10:39:26:359]: Invoking remote custom action. DLL: C:\DOCUME~1\ADMINI~1\LOCALS~1\Temp\1\MSI1F.tmp, Entrypoint: _CheckCCVersion@4
Action ended 10:39:26: CheckCCVersion.18376EA1_A7B1_41ED_A75C_CD6FAB0434AA. Return value 3.
MSI (c) (90:3C) [10:39:26:640]: Doing action: SetupCompleteError
Action 10:39:26: SetupCompleteError.
Action start 10:39:26: SetupCompleteError.

From process monitor:
51005 10:39:26.6378708 AM MsiExec.exe 3820 QueryOpen C:\WINDOWS\system32\SHFOLDER.dll NAME NOT FOUND
51006 10:39:26.6380757 AM MsiExec.exe 3820 QueryOpen C:\WINDOWS\system32\SHFOLDER.dll NAME NOT FOUND
51007 10:39:26.6382593 AM MsiExec.exe 3820 QueryOpen C:\WINDOWS\system\SHFOLDER.dll NAME NOT FOUND
51008 10:39:26.6383920 AM MsiExec.exe 3820 QueryOpen C:\WINDOWS\SHFOLDER.dll NAME NOT FOUND
51009 10:39:26.6385819 AM MsiExec.exe 3820 QueryOpen C:\WINDOWS\system32\SHFOLDER.dll NAME NOT FOUND
51010 10:39:26.6387756 AM MsiExec.exe 3820 QueryOpen C:\WINDOWS\system32\SHFOLDER.dll NAME NOT FOUND
51011 10:39:26.6389198 AM MsiExec.exe 3820 QueryOpen C:\WINDOWS\SHFOLDER.dll NAME NOT FOUND
51012 10:39:26.6391423 AM MsiExec.exe 3820 QueryOpen C:\WINDOWS\system32\wbem\SHFOLDER.dll NAME NOT FOUND
51013 10:39:26.6393511 AM MsiExec.exe 3820 QueryOpen C:\Program Files\Microsoft SQL Server\80\Tools\Binn\SHFOLDER.dll NAME NOT FOUND
51015 10:39:26.6396735 AM MsiExec.exe 3820 Thread Exit  SUCCESS User Time: 0.0000000, Kernel Time: 0.0000000

Note: shfolder.dll is a library which contains functions regarding Wnidows special folders such as My Documents.

Restored the windows file shfolder.dll to  c:\windows\system32

Regards,