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Endpoint Protection Manager wont install, rolls back every time

Created: 10 Nov 2010 | 42 comments

Every time we attempt to install SEPM, it rolls back every time, running out of ideas here.

 

Install log is attached. Any thoughts?

 

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Zachary Alex Stern's picture

I should add that I'm trying to install 11.0.6A, and I recently uninstalled 11.0.2.

 

Rafeeq's picture

remove liveupdate from add/remove programs

install liveupdate from CD1 SEPM folder

then install SEPM

this would work

Thomas K's picture

Are you unzipping the SEP DVD before running the install?

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Vikram Kumar-SAV to SEP's picture

Delete

C\Program Files\Symantec\

C:\Document and Settings\All Users\Application Data\Symantec\

Then install SEPM

Vikram Kumar

Symantec Consultant

The most helpful part of entire Symantec connect is the Search button..do use it.

Zachary Alex Stern's picture

I can't do that, I have other symantec products installed that use those folders, e.g. Mail Security.

John_Prince's picture

Do the following:

1. Go to Start Menu and Run
2 . Type dcomcnfg
3. Select Component Serverices-> Computers-> My Computer
4. Right click on My Computer and select Properties
5. Click on Default Properties tab 
6. Change the default Impersonation Level as Identify
7. Verify also that Default Authentication Level is selected as Connect

 

Open F:\Creative\Symantec_Endpoint_Protection_11.0.6A_Xplat_EN_DVD\SEPM\

Run LUSetup.exe

After it completes successfully try installing SEPM again.

Remote Product Specialist, Business Critical Services, Symantec

Thomas K's picture

Here is just a thought. Can you reinstall the 11.0.2 version. then try an upgrade to 11 RU6a over the 11.0.2 version?

Ooyala - Check us out!

Zachary Alex Stern's picture

That was the very first thing we tried. When it kept rolling back the install, we decided to uninstall 11.0.2 and then try to install the 11.0.6.

Any other ideas?

Rafeeq's picture

can you post the new log file? look for return value 3, paste 15 lines above and below of it, its its related to LU, then delete all lU folders, install LU, then install SEP, if u r running remote session, log in with console session, if u have any shared drives mapped, unmap it and run the install

Jason1222's picture

Your initial log file shows indeed that LiveUpdate is rolling back the installation.

As Vikram suggested remove

C:\Document and Settings\All Users\Application Data\Symantec\LIVEUPDATE folder

* * * * * *

Alternatively, you may need to uninstall SEP/SEPM manually...

Jason1222's picture

I understand that it is already uninstalled.

But sometimes, there is "residue" and the uninstall may have left shared components, application data and even some registry keys on the system after the uninstall process has finished. 

For example, you can sometimes uninstall an expired "trial software" and when you reinstall it remembers the trial expired, because the system left behind traces.  Sometimes done intentionally and sometimes done uninstentionally or overlooked.

* * * * * *

In the first log file you submitted - your original post. 

You can find:

Action ended 11:28:52: InstallFinalize. Return value 3.

And 8 lines below that, you can see the rollback action:

Rollback: InstallLiveUpdate.FF07F38E_78C2_412E_B858_64488E808644
 

Zachary Alex Stern's picture

I don't see "return value 3" or anything similar, but I may just not know exactly what you're looking for.

 

Attached is the new log file.

AttachmentSize
SEPM Install Log.txt 2.4 MB
Jason1222's picture

Action ended 10:32:14: InstallFinalize. Return value 3.
MSI (s) (CC:44) [10:32:14:906]: User policy value 'DisableRollback' is 0
MSI (s) (CC:44) [10:32:14:906]: Machine policy value 'DisableRollback' is 0
MSI (s) (CC:44) [10:32:15:062]: Executing op: Header(Signature=1397708873,Version=301,Timestamp=1030509562,LangId=1033,Platform=0,ScriptType=2,ScriptMajorVersion=21,ScriptMinorVersion=4,ScriptAttributes=1)
MSI (s) (CC:44) [10:32:15:062]: Executing op: DialogInfo(Type=0,Argument=1033)
MSI (s) (CC:44) [10:32:15:062]: Executing op: DialogInfo(Type=1,Argument=Symantec Endpoint Protection Manager)
MSI (s) (CC:44) [10:32:15:062]: Executing op: RollbackInfo(,RollbackAction=Rollback,RollbackDescription=Rolling back action:,RollbackTemplate=[1],CleanupAction=RollbackCleanup,CleanupDescription=Removing backup files,CleanupTemplate=File: [1])
Action 10:32:15: Rollback. Rolling back action:
Rollback: InstallLiveUpdate.FF07F38E_78C2_412E_B858_64488E808644
* * * * * * *

Do a search in the document for: " Return Value 3 " (without the quotes)

Vikram Kumar-SAV to SEP's picture

Your log says

InstallLiveUpdate : CreateProcessAndWait( LUCHECK.EXE ) returned 2103571981

 

Delete 

 

C\Program Files\Symantec\Liveupdate

C:\Document and Settings\All Users\Application Data\Symantec\Liveupdate

Then install SEP..re-installing liveupdate will not affect other products as they can be re-registered with liveupdate

Vikram Kumar

Symantec Consultant

The most helpful part of entire Symantec connect is the Search button..do use it.

RSASKA's picture

I had this error several times and would run Clean Wipe and then reinstall. Then again, the only Symantec product on the machine was SEP 11 antivirus (some early version)

The Enemy's greatest fear is that you'll discover who you really are, what you're really worth, and where you're headed.

 

Jason1222's picture

Clean Wipe is utility you can receive from calling support.

It is a Symantec Script that removes ALL Symantec products from your machine and helps in instances such as yours.

But in an earlier post, you indicated you had several Symantec products.

this would most likey remove those or some of those as well...

Avoid it.  Unfortunately.

John_Prince's picture

Cleanwipe actually only removes security products as well as liveupdate from the machine. It does not touch other programs like Backup Exec or the like.

Remote Product Specialist, Business Critical Services, Symantec

Vikram Kumar-SAV to SEP's picture

Delete 

 

C\Program Files\Symantec\Liveupdate

C:\Document and Settings\All Users\Application Data\Symantec\Liveupdate

and it should be fine...once SEPM is installed liveupdate will also be installed then when you launch liveupdate from Mail security it will register itself to liveupdate

Vikram Kumar

Symantec Consultant

The most helpful part of entire Symantec connect is the Search button..do use it.

Zachary Alex Stern's picture

Ok, I've tried what you suggested, plus a step further.

I deleted those folders mentioned, ran cleanwipe, rebooted, and then attempted to install SEPM again.

STILL rolls back.

Log attached.

AttachmentSize
SEPM Install Log.txt 4.9 MB
Vikram Kumar-SAV to SEP's picture

Have you extracted the file

 

Symantec_Endpoint_Protection_11.0.6A_Xplat_EN_DVD
are you are launching the install from the ZIP file ?
Will it be possible for you to download the DVD again?

Can you try installing Lusetup.exe first from Symantec_Endpoint_Protection_11.0.6A_Xplat_EN_DVD\SEPM\Lusetup.exe then try installing SEPM



Vikram Kumar

Symantec Consultant

The most helpful part of entire Symantec connect is the Search button..do use it.

Zachary Alex Stern's picture

Yes I've extracted the file, I am not running it from the zip file.

 

I suppose I could try redownloading the dvd . . . 

Zachary Alex Stern's picture

Alright, I've gotten a new copy of the DVD, installed liveupdate first via lusetup.exe, and then tried installing SEPM.

 

It still rolls back.

Vikram Kumar-SAV to SEP's picture

Check if you find the in the current log

 

LUCA: InstallLiveUpdate : CreateProcessAndWait( LUCHECK.EXE ) returned 2103571981







Do you have the SEP Client installed..Did you have any issues installing it ?

 

Vikram Kumar

Symantec Consultant

The most helpful part of entire Symantec connect is the Search button..do use it.

Zachary Alex Stern's picture

Found this, still, in my newest log:

 

LUCA: InstallLiveUpdate : CreateProcessAndWait( LUCHECK.EXE ) returned 2103571981
Action ended 15:30:03: InstallFinalize. Return value 3.
 
The SEP client is currently uninstalled. It was installed at some point in the past. 
Jason1222's picture

Basically, you are trying to install on Server 2008 x64.  Is this standard or R2?

Regardless.

Here are a few things I would like you to do please.

First update (or repair) your IIS version.

Second, install the latest version of (or repair) Visual Studio 2005 SP1 redistributable.

It can be found on the DVD.  ..\..\SepWin64\x64\vcredist_x64.exe

* * * * * * * * * *

One more thing.

Is this server an Active directory Controller?

Yes -> Cannot log on locally.

No -> Open a Local Session, not a Domain connection and try to install.

There might be a policy in place.

At the very top of your logs, I can see some messages about the package not being signed....

* * * * * * * * *

Almost forgot...  You are installing the 64 bit version of SEPM, right?

Zachary Alex Stern's picture

I don't think there's anything wrong with IIS, as all other IIS-dependent stuff, for example OWA, seems to work just fine. 

 

By Visual Studio 2005 SP1 redist, do you mean Visual C++ 2005 Redist? 

 

The server is a Domain Controller.

 

I don't think windows requires that everything be signed, just drivers. At least that was my impression.

 

I'm installing from "Symantec_Endpoint_Protection_11.0.6A_Xplat_EN_DVD", the name doesn't mention anything about x64.

 

I do see the SEPWin64 folder on there though. Is there a different DVD for x64?

theseng99's picture

Hello,

 

I think you have installed SEPM many time. Please remove it first before reinstall.

 

this is tool for clean all product of symantec before install.

 

Cleanwipe

 

Please find link to download from symantec. I can't put it to you because symantec warn it.

If this Info helps to resolve the issue please Mark as Solution

Thanks you.

Andy.

AravindKM's picture

Which are the other softwares present in this server?Do you have download accelerator or similar softwares present in the server?If yes remove them try..

Please don't forget to mark your thread solved with whatever answer helped you : ) Thanks & Regards Aravind

Vikram Kumar-SAV to SEP's picture

Clear all the folders tmp files in %temp% then try installing again..Would also suggest install SEP and run a full scan once..Just in case...

Vikram Kumar

Symantec Consultant

The most helpful part of entire Symantec connect is the Search button..do use it.