Endpoint Protection Small Business Edition

LiveUpdate mysteriously stopped working on one of our Windows 7 (64-bit) clients last week.   I tried the recommended uninstall and reinstall of LiveUpdate but that made no difference.  

Next I tried uninstalling and reinstalling the SEP SBE 12.x and found I couldn't reinstall the package.   It would get part way through the reinstall then the progress bars would start moving backward and it would ultimately report the installation was interrupted.  I rebooted the machine and tried again with the same result.

Any suggestions as to what to look for?

Thanks,

TJ

Please post the SPC_INST.log.

From start - run - %temp%\SPC_INST.log, search for Return Value 3 and post the 10 lines above the return value 3.

There are several Return Value 3 occurances.  Here is the first:

 MSIASSERT - StopCcSetMgrOnOverOrBrokenInstall: Unable to stop ccSetMgr:
MSI (s) (F8:70) [14:19:46:997]: Executing op: ActionStart(Name=InstallLiveUpdate_RB.479D9157_6569_48B2_97C9_6F35A45064AC,,)
Action 14:19:46: InstallLiveUpdate_RB.479D9157_6569_48B2_97C9_6F35A45064AC.
MSI (s) (F8:70) [14:19:46:999]: Executing op: CustomActionSchedule(Action=InstallLiveUpdate_RB.479D9157_6569_48B2_97C9_6F35A45064AC,ActionType=3329,Source=BinaryData,Target=UnInstallLiveUpdate,CustomActionData=C:\Users\KAREN~1.STA\AppData\Local\Temp\MSGIZIIH\LiveUpdate\lucheck.exe)
MSI (s) (F8:70) [14:19:47:001]: Executing op: ActionStart(Name=InstallLiveUpdate.479D9157_6569_48B2_97C9_6F35A45064AC,,)
Action 14:19:47: InstallLiveUpdate.479D9157_6569_48B2_97C9_6F35A45064AC.
MSI (s) (F8:70) [14:19:47:002]: Executing op: CustomActionSchedule(Action=InstallLiveUpdate.479D9157_6569_48B2_97C9_6F35A45064AC,ActionType=3073,Source=BinaryData,Target=InstallLiveUpdate,CustomActionData=C:\Users\KAREN~1.STA\AppData\Local\Temp\MSGIZIIH\LiveUpdate\lucheck.exe)
MSI (s) (F8:E8) [14:19:47:005]: Invoking remote custom action. DLL: C:\Windows\Installer\MSIE741.tmp, Entrypoint: InstallLiveUpdate
LUCA: InstallLiveUpdate enter.
LUCA: C:\Users\KAREN~1.STA\AppData\Local\Temp\MSGIZIIH\LiveUpdate\lucheck.exe
LUCA: InstallLiveUpdate : CreateProcessAndWait( LUCHECK.EXE ) returned 206
CustomAction InstallLiveUpdate.479D9157_6569_48B2_97C9_6F35A45064AC returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
Action ended 14:19:51: InstallFinalize. Return value 3. 

Here is the second:

 WriteCcSettingsTables: SetOneTimeUpdateCookie_RB.93C43188_D2F5_461E_B42B_C3A2A318345C
MSI (s) (F8:70) [14:20:07:376]: Executing op: ActionStart(Name=SetOneTimeUpdateCookie_RB.93C43188_D2F5_461E_B42B_C3A2A318345C,,)
MSI (s) (F8:70) [14:20:07:378]: Executing op: CustomActionRollback(Action=SetOneTimeUpdateCookie_RB.93C43188_D2F5_461E_B42B_C3A2A318345C,ActionType=1281,Source=BinaryData,Target=SetOneTimeUpdateCookie_RB,)
MSI (s) (F8:DC) [14:20:07:382]: Invoking remote custom action. DLL: C:\Windows\Installer\MSI370F.tmp, Entrypoint: SetOneTimeUpdateCookie_RB
WriteCcSettingsTables: DisableCancelButton.93C43188_D2F5_461E_B42B_C3A2A318345C
MSI (s) (F8:70) [14:20:07:398]: Executing op: ActionStart(Name=DisableCancelButton.93C43188_D2F5_461E_B42B_C3A2A318345C,,)
MSI (s) (F8:70) [14:20:07:398]: Executing op: End(Checksum=0,ProgressTotalHDWord=0,ProgressTotalLDWord=0)
MSI (s) (F8:70) [14:20:07:398]: Error in rollback skipped.    Return: 5
MSI (s) (F8:70) [14:20:07:410]: Calling SRSetRestorePoint API. dwRestorePtType: 13, dwEventType: 103, llSequenceNumber: 67, szDescription: "".
MSI (s) (F8:70) [14:20:07:411]: The call to SRSetRestorePoint API succeeded. Returned status: 0.
MSI (s) (F8:70) [14:20:07:411]: Unlocking Server
MSI (s) (F8:70) [14:20:07:415]: PROPERTY CHANGE: Deleting UpdateStarted property. Its current value is '1'.
Action ended 14:20:07: INSTALL. Return value 3. 

Here are the third and forth:

 Property(S): ProductToBeRegistered = 1
MSI (s) (F8:70) [14:20:07:749]: MainEngineThread is returning 1603
MSI (s) (F8:24) [14:20:07:751]: User policy value 'DisableRollback' is 0
MSI (s) (F8:24) [14:20:07:751]: Machine policy value 'DisableRollback' is 0
MSI (s) (F8:24) [14:20:07:751]: Incrementing counter to disable shutdown. Counter after increment: 0
MSI (s) (F8:24) [14:20:07:751]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2
MSI (s) (F8:24) [14:20:07:752]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2
MSI (s) (F8:24) [14:20:07:753]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied.  Counter after decrement: -1
MSI (s) (F8:24) [14:20:07:754]: Restoring environment variables
MSI (s) (F8:24) [14:20:07:766]: Destroying RemoteAPI object.
MSI (s) (F8:A4) [14:20:07:766]: Custom Action Manager thread ending.
MSI (c) (34:98) [14:20:07:768]: Back from server. Return value: 1603
MSI (c) (34:98) [14:20:07:768]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied.  Counter after decrement: -1
MSI (c) (34:98) [14:20:07:768]: PROPERTY CHANGE: Deleting SECONDSEQUENCE property. Its current value is '1'.
Action ended 14:20:07: ExecuteAction. Return value 3.
MSI (c) (34:98) [14:20:07:768]: Doing action: SetupCompleteError
Action 14:20:07: SetupCompleteError.
Action start 14:20:07: SetupCompleteError.
Action 14:20:07: SetupCompleteError. Dialog created
Action ended 14:20:15: SetupCompleteError. Return value 2.
Action ended 14:20:15: INSTALL. Return value 3. 

Thanks,

TJ

first thing to try

remove liveupdate; delete all LU folders

install just liveupdate

then run the sep install ; if it fails again; try this document, it helped me once

http://blogs.msdn.com/b/astebner/archive/2004/08/06/210300.aspx

Thanks, I'll check that out.

TJ

Check this KB, it was writtten for SEP11 but may apply to your issue.

http://www.symantec.com/business/support/index?page=content&id=TECH122691&actp=search&viewlocale=en_US&searchid=1310485516053

Best,

Thomas

Thomas,

Thank's I was able to get it reinstalled with the information in that document.

TJ

Great, glad to hear it was helpful.

Cheers,

Thomas