Endpoint Protection

Hi, 

I'm attempting to install Symantec 12.1 RU5 onto a user's computer after a clean Windows 7 professional installation, however, when I try to install the 64 bit version the installer will load, but then the remaining time will go back up, go to 0 and the installer dissapears, and a message "installation was interrupted"

I've installed the same sofware on other computers with no issue.

When I reboot and try again, then the "pending system changes" message comes up and prompts me to restart the computer. I do so, but the message is the same. 

I've read many of the solutions here, so i have deleted the registry keys, ran cleanwipe, changed the pendingfileoperations key to pendingfileoperations2, deleted all symantec files in programs x86 and user's folders, disabled windows defender, disabled the firewall, disabled UAC, and there are also no other antivirus on the computer. 

I have also ran a scan with symhelp so I will attach the log. 

Please let me know if you have a solution. I would like to be able to get this computer back to the user soon. 

Thanks in advance.

Delete the reg key and try the reinstall immediately after...do not reboot after deleting it.

Are you using the latest version of cleanwipe?

Also, once you get the log please post it as it may help narrow the issue down.

Error: "...pending system changes that require a reboot" during Endpoint Protection installation or upgrade

Unable to install or uninstall SEP12.1 client on Windows 7 computer due to "pending system changes require a reboot" message

Thanks for the quick reply.

I have tried deleting the HKLM pendingFileOperations again right now, and attempted to reinstall without rebooting. The error message does not change: "Symantec Endpoint Protection has detected that there are pending system changes that require a reboot..." 

Also, I can't upload the .sdbz scan log from symhelp. I understand there's supposed to be a SEP_INST.log in the temp directory, is that a directory/file created after installation? I may be looking for it in the wrong location. 

Ah, a quick windows search found the location of the log. 

Attachment(s)

SEP_INST_147.txt   84 KB 1 version

You can zip it and attach it here. Yes, should be in %temp% directory

Required logs for troubleshooting failed Endpoint Protection 12.1 client installations

Basically the SEP_INST.log shows a reboot is needed.

Not sure what version of cleanwipe you're running but it should be 12.1.5...may need to call support to get it.

One last thing you may be able to try is to install the unmanaged version of SEP with AV only..if it suceeds you can add the other components and make it managed...this has worked a few times for me.

The cleanwipe version I'm running is 12.1.1. I will ask support for the newer version. Hopefully it will solve the issue. 

I have tried installing only the AV, but that does not seem to work either. It seems that when attempting a fresh install always stops at windowsinstaller-kb893803-x86.exe

Unsure if that points to anything. 

Anyhow, it looks like I'll have to ask for a new cleanwipe

You can download for fileconnect in tool folder,

The Cleanwipe utility is available in the Cleanwipe folder of CD2 in Symantec Endpoint Protection RU5 and later. As long as you have an active entitlement, you can download the RU5 disk image from Symantec FileConnect, regardless of whether or not you are currently using RU5.

https://support.symantec.com/en_US/article.HOWTO74877.html

If you need assistance with you can contact me offline.

You can also try looking for these keys:

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Session Manager – PendingFileRenameOperations (REG_MULTI_SZ, present = reboot pending) 
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\WindowsUpdate\Auto Update\RebootRequired (Key and child DWORD values, present = reboot pending) 
HKLM\SOFTWARE\Microsoft\Updates\UpdateExeVolatile – flags (DWORD, 1 or 2 = reboot pending) 

I hope it helps.