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SEP 11.5 Client Reinstall Fails

Created: 07 May 2013 | 8 comments

I apologize if this is posted in the wrong area, 

I had to reinstall my SEPM and then reinstall SEP 11.5 on the clients.  THe SEPM is on a SBS 2008 box and works fine.  All the clients ar Win 7 and on each client I just uninstalled using the Windows installer and then reinstalled as a push from the new SEPM.  

This has worked on every desktop except one.  I have tried a manual uninstall using the docs on this fourm with no luck. I have also tried an unmanaged install with no luck.  

The Logs look like it has to do with Live Update, so I tried the sequence that had me install the live update first and then try the SEP install, still no luck.

Any thoughts or help would be great.


Operating Systems:

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ᗺrian's picture

Post the SEP_INST.log file located in %temp%

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W007's picture

Yes for troubleshooting purpose you can provide SEP_INST.log.

Also check below artical

SEP Installation Rollback on Windows 7, Windows Vista, Windows 2008

How to troubleshoot Symantec Endpoint Protection (SEP) or Symantec Endpoint Protection Manager (SEPM) installation failures

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SameerU's picture


Unistall the SEP client.

Install Liveupdate and then run Setup.exe


technical_specialist's picture

Try to uninstall the client using cleanwipe tool and reinstall the client, may be it will work.

For cleanwipe tool you  need to contact with tech support.

How to create a new case in MySymantec

Phone numbers to contact Tech Support:-

Regional Support Telephone Numbers:

  • United States: 800-342-0652 (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

Support  -


Try to run latest version of clean wipe tool so that will remove all remaining files relates to earliear SEP client. Once done reboot your system and then try to install client.

Please contact support for latest version of clean wipe tool.



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Chetan Savade's picture


I would suggest to upgrade to the latest version of SEP.

Latest SEP version is SEP 11 RU7 MP3

SEP till date releases:

Symantec started support to windows 7 from RU5 onwards. Though it can be installed on windows 7 I would suggest to use latest SEP version to install SEP on Windows 7 machine.

If not planning to do an upgrade then pass on SEP_Inst.log.

You should try the steps given in this article:

Especially this one

  Fix the %AppData% variable for the SYSTEM account.

  • Open 'regedit' from a run prompt.
  • Navigate to HKEY_USERS\.DEFAULT\Software\Microsoft\Windows\CurrentVersion\Explorer\User Shell Folders.
  • Make sure that the AppData string is set to: %USERPROFILE%\Application Data for Windows XP/ Windows Server 2003 or %USERPROFILE%\AppData\Roaming for Windows Vista/ Windows 7/ Windows Server 2008.
    Note: Any other values here that do not have %USERPROFILE% may be incorrect as well and could cause issues.
  • Start install of Symantec Endpoint Protection Client.

Chetan Savade
Sr.Technical Support Engineer, Endpoint Security
Enterprise Technical Support

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Mithun Sanghavi's picture


This was the Known issue with SEP 11.0.5002.

Check this Article:

Windows 7 / 2008 R2 - SEP Client installation rolls back.

Secondly, Before you install SEP, please Uninstall Liveupdate and then Install the SEP client.

Again, I would also suggest you to Maintain Consistency of Software Versions throughout a SEP 11 Organization and Install the Latest version of SEP on your Environment.

The Latest Version of SEP is SEP 11.0.7300 (RU7 MP3). 

Log into your Fileconnect account to get the latest SEP 11 build and Install with the procedure of Migration.

Release Notes -

Hope that helps!!

Mithun Sanghavi
Associate Security Architect


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