Endpoint Protection

I am a corporate user who is trying to install SEP 12.1.4 on a new personal laptop at home.  I download the zip file from my internal corporate website, and run the sep64.msi file, the installer begins, then griefs out. Help!

What's the Windows version? It could be the root cert issue, see these:

Certificate error occurs when attempting to install or upgrade Symantec Endpoint Protection

http://www.symantec.com/docs/TECH218029

Symantec Endpoint Protection 12.1 RU4 installation or migration on Windows fails due to outdated root certificate

http://www.symantec.com/docs/TECH217284

Navigate to %temp% directory, do you see a SEP_INST.log or SIS_INST.log file? If so, post here for review.

What logs do I need to gather in order to troubleshoot a failed SEP 12.1 client installation?

May be your machine is 32 bit and you are installing 64 bit installation. can you post the SEP_InST.log?

Check if it's the root cert issue, otherwise you can post the logs here for review.

The machine is 64 bit

Brian, your ideas are a little past my abilities...what does navigate to temp directory mean?

Type in %temp% in the search box after clicking the Windows Start button. it will take you to:

C:\Users\<username>\AppData\Local\Temp

I went to the 2nd website, then to microsft and used the "fix it", and i think it fixed the root certificate. Will now try posting log

Re-run the install, see if that corrected it.

after fixing the root cert, it did not fix it...do i need to restart?

Running Windows 8 or 8.1 not sure

It didn't fix it....do I need to restart?

the only file close to those is SEP_fileset...but this file is an xml file

Have you try to install local admin account ?

Does Windows Defender and UAC are disabled ?

Shouldn't need to, you can post the logs here for review

I can't find any of the logs...

I disabled both and it still did not install.  I am doing a "local" install from my hard drive not remote

Would really need to see the SEP_INST.log or SIS_INST.log files to diagnose.

Is there a setup.exe file instead of the MSI? Where did you get the download from?

If you right click the file and "run as administrator" does that work?

There is a setup.exe file, but that does not work either.  it says it cannot find the setup.ini file which is in the same folder.  When I right click, I don't see an option to "run as administrator"

Thanks for the help!

"Local" it's means Local administrator user account.

Do you have latest Cleanwipe tool ?if yes first you can run and try to reinstall.

Wondering if it's a bad install...by chance, do you know anyone who had success in installing this?

i searched the entire computer for those two logs, and cannot be found

Can you run the symhelp tool on the machine to see if anything shows up?

Download the Symantec Help (SymHelp) diagnostic tool to detect Symantec product issues

Troubleshooting computer issues with the Symantec Help support tool

I don't have cleanwipe...how do i get it?

Title: System meets the requirements for Symantec Endpoint Protection 12.1: Local install
Product: Endpoint Protection Client

Status: OK
Overview: Does your computer meet the system requirements for Symantec Endpoint Protection 12.1?

Symantec articles:

Release Notes and System Requirements for all versions of Symantec Endpoint Protection and Symantec Network Access Control
http://www.symantec.com/docs/TECH163829

Best Practices for Upgrading to Symantec Endpoint protection 12.1.2
http://www.symantec.com/docs/TECH163700

Details:
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Ok    Your operating system version (Windows 2012 R2  64-bit) is supported.
------------------------------------------------------------------------------------------------------------------
Ok    Available disk space (870.91 GB) on the system drive meets the recommended 850.00 MB.
------------------------------------------------------------------------------------------------------------------
Ok    Total RAM (11.93 GB) meets the recommended 1.00 GB.
------------------------------------------------------------------------------------------------------------------
Ok    At least one of your displays meets the recommended display resolution.
------------------------------------------------------------------------------------------------------------------
Ok    Microsoft Internet Explorer version 9 is installed.
------------------------------------------------------------------------------------------------------------------
Ok Title: The system does not need to be rebooted
 Symantec articles:
 Does the computer need to be restarted?
 http://www.symantec.com/docs/TECH92413
 Ok    The OS has not requested a system reboot.
 Ok    The Windows Update Agent has not requested a system reboot.
 Ok    The Symantec Endpoint Protection Installation has not requested a system reboot.
------------------------------------------------------------------------------------------------------------------
Ok Title: The current user has local administrator rights
 Symantec articles:
 Does the current user have local administrator rights?
 http://www.symantec.com/docs/TECH91646
 Ok    The current user is a member of BUILTIN\Administrators
------------------------------------------------------------------------------------------------------------------
Ok Title: The Windows Installer service is enabled
 Symantec articles:
 Is the Windows Installer service disabled?
 TECH92579
------------------------------------------------------------------------------------------------------------------
Information    Terminal Services is disabled.
------------------------------------------------------------------------------------------------------------------

Cleanwipe is now available on the 12.1.4 download ISO. It will be located under the Tools directory

https://symantec.flexnetoperations.com/control/symc/registeranonymouslicensetoken

If you can not find in fileconnect you can contact with tech support for get it

QuickStart Guide - Create and Manage Support Cases in SymWISE

http://www.symantec.com/docs/HOWTO31132

How to update a support case and upload diagnostic files with MySupport

http://www.symantec.com/docs/TECH71023

OR

Regional Support Telephone Numbers:

United States: https://support.broadcom.comhttps://support.broadcom.com"> (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_techsupp_static.jsp

Please update the SEP install log and SIS instlal log

SEP_Log will be under temp

Click Start>run> type %temp%

SIS_log will be under

SIS_inst.log
Windows XP
C:\Documents and Settings\All Users\Application Data\Symantec\Symantec Endpoint Protection\12.1.201.3937.105\Data\Install\Logs\SIS_INST.LOG
Windows 7
C:\ProgramData\Symantec\Symantec Endpoint Protection\12.1.671.4971.105\Data\Install\Logs\SIS_INST.LOG is attached.

I am running windows 8... can't find either log

I ran symhelp and it says i am good to go for a local install

Does your user ID having admin rights ?

Yes...I have admn rights

I suggest you can use Cleanwipe tool if tool doesn't help you will rebuilt OS or contact to symantec support.

Without Logs we can't provide more troubleshooting Steps.

I am sorry but from your questions I get the impression of you not being exactly an IT-person.

So the first question is: Are you allowed to use this at home?

Your company's administrator can pack quite a few settings in your installer-package from user-rights to connection-profiles, to update-servers, etc. So I am wondering if the package is just "made" to not work outside the corporate-network?

Have you asked your IT for support on this?

Yes...our company allows us and frankly, encourages us to load this on our home computers to minimize risk.  I've asked for their help, but they are unable to because it is my own personal laptop.  

Problem solved. 

Thanks to everyone for offering suggestions.

Note to self...after you download a zip fiile, you must extract the files/folders from the zip folder.  Worked like a charm.