Video Screencast Help
Symantec to Separate Into Two Focused, Industry-Leading Technology Companies. Learn more.

SEP Ver 12.1.4 Installation Rollsback. No install.

Created: 18 Jan 2014 | 20 comments

Tried to install on a new laptop after first trying to install a prior version.  Still getting the rollback message I received with attempt involving the older version.  (Note that I am turning off temporary security software that came with the laptop on a trial basis prior to the install effort.)  Install log shows the version I am currently trying to install is 12.1.4013.4013.105. 

Would like to try doing a clean install.  How do I go about getting CleanWipe?

Thanks for your help.

Operating Systems:

Comments 20 CommentsJump to latest comment

.Brian's picture

Cleanwipe is now available on the 12.1.4 download ISO. It should be located under the Tools directory in a folder called Cleanwipe. Do you have the12.1.4 download ISO?

Also, you can post the SEP_INST.log and SIS_INST.log files here for review if you wish:

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

http://www.symantec.com/docs/TECH164067

Additionally, you can run the SymHelp tool to see if it reveals any errors:

Troubleshooting client installation failures

http://www.symantec.com/docs/TECH94258

-Brian

Please click the "Mark as solution" link at bottom left on the post that best answers your question. This will benefit admins looking for a solution to the same problem.

Sumit G's picture

Before clean wipe the system post the sep_inst.log, so we can find the reason of roll back and provide the troubleshoot on your issue

Regards

Sumit G.

Chetan Savade's picture

Hi,

Thank you for posting in Symantec community.

Check this recent thread talks more about troubleshooting if SEP client is rolling back.

https://www-secure.symantec.com/connect/forums/install-interrupts-after-almost-completing#comment-9701451

Chetan Savade
Sr.Technical Support Engineer, Endpoint Security
Enterprise Technical Support
CCNA | CCNP | MCSE | SCTS |

Don't forget to mark your thread as 'SOLVED' with the answer that best helps you.<

Sumit G's picture

What is the status of your client.

have you tried the cleanwipe or troubleshoot documts which shared above(Brian & Chetan Savade)

in case issue still persist then please share the sep_inst.log for troubleshoot on issue

Regards

Sumit G.

rolentz's picture

Thanks to everyone for their help.  Here are the requested log files.

AttachmentSize
SEP_INST.txt 4.93 MB
SIS_INST.txt 5.81 MB
James007's picture

first you can run cleanwipe tool and reinstall sep client

Check this artical

Symantec Endpoint Protection 12.1 client install rolls back, returning 1603

Article:TECH170259 | Created: 2011-09-23 | Updated: 2011-12-07 | Article URLhttp://www.symantec.com/docs/TECH170259
.Brian's picture

Per errors being thrown in SIS_INST.log, have you tried cleanwipe? Running this should be the quickest fix to get SEP installed.

Please click the "Mark as solution" link at bottom left on the post that best answers your question. This will benefit admins looking for a solution to the same problem.

technical_specialist's picture

Same logs error in attach article

Article URL http://www.symantec.com/docs/TECH104408

SEP installation failed

Article:TECH141297  |  Created: 2010-10-06  |  Updated: 2012-02-01  |  Article URL http://www.symantec.com/docs/TECH141297

Before install the SEP client

  • Disable Windows Defender before installing the SEP client
  • Remove KB2781197 before installing the SEP client
Chetan Savade's picture

Hi,

1) Make sure UAC & Windows defender is disabled.

2) No other antivirus software is installed.

2) Fix the %AppData% variable for the SYSTEM account if it's not set correctly.

  • 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%\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.

3)  Open the Registry Editor and go to

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion

On the right hand side right-click and modify the value of "CommonFilesDir" to C:\Program Files\Common Files.

Chetan Savade
Sr.Technical Support Engineer, Endpoint Security
Enterprise Technical Support
CCNA | CCNP | MCSE | SCTS |

Don't forget to mark your thread as 'SOLVED' with the answer that best helps you.<

rolentz's picture

I have:

1.  Run CleanWipe.

2.  Disabled UAC; windows defender was already disabled.

3.  I did not want to uninstall the trial McAfee product (since it is the only virus protection I have as long as I remain unable to install SEP), but I did disable the firewall and the real time scanning.

4.  The AppData string is set to:  %USERPROFILE%\AppData\Roaming.

5.  The value of CommonFilesDir is:  C:\Program Files\Common Files.

SEP still won't install.

.Brian's picture

You can always install mcafee again if sep does not work. In this case it's best if you do uninstall so we can get SEP on there

Please click the "Mark as solution" link at bottom left on the post that best answers your question. This will benefit admins looking for a solution to the same problem.

James007's picture

I suggest first you can uninstall mcafee antivirus

One of symantec community member same issue,Try to create new user profile with admin access and try to install sep client.

Chetan Savade's picture

Hi,

It would be great if you could uninstall Macfee prior to install SEP. do you have an old version available to install? SEP 11.x is the older version.

Chetan Savade
Sr.Technical Support Engineer, Endpoint Security
Enterprise Technical Support
CCNA | CCNP | MCSE | SCTS |

Don't forget to mark your thread as 'SOLVED' with the answer that best helps you.<

Rafeeq's picture

From the SIS_Inst.log I foun

this error message

Created transaction 0x00000058:0x0000053C
2014-01-19T01:22:44.627Z ERROR I SIS      [StartService] StartService() failed for service 'SYMTDI' with error 0x0000001F.

Follow this document
Failed for service 'SYMTDI' with error 0x000005AA

 

http://www.symantec.com/business/support/index?page=content&id=TECH175283

rolentz's picture

I unintalled the McAfee product and retraced my prior steps (running cleanwipe, making sure UAC and Windows Defender are disabled, etc.).  Still no success in installing.  Am reattaching the sep and sis logs.

AttachmentSize
SEP_INST.txt 4.91 MB
SIS_INST.txt 5.81 MB
James007's picture

Did you try create new sep package as per articles TECH170259 ?

Also first you can scan your system may be some virus cause

How to run Symantec Power Eraser with the SymHelp utility

Article:TECH203683 | Created: 2013-03-08 | Updated: 2013-12-17 | Article URL http://www.symantec.com/docs/TECH203683
Rafeeq's picture

It still failing at the same location..

Are you trying to install this as a managed SEP? can you try these steps

1 Use CleanWipe remove residual SEP-related files and registry entries; 
 
2 Install an unmanaged client, select only the core files are installed, other viruses and spyware protection, proactive threat protection, network threat protection not choose to install; 
 
3 After the installation is complete, do not restart the system, by adding or removing programs to modify the installation, the installation of viruses and spyware protection, virus definitions after the upgrade finished, reboot; 
 
4 Then the first step of the method according to the other three components are installed on; 
 
5 If you want the client managed, by replacing Sylink.xml 
 
rolentz's picture

I am about to give up.  I have been trying to install an unmanaged client of SEP.  Tonight I ran cleanwipe and then tried to install only the core file, but I'm still seeing the rollback error.

I did run symhelp/power eraser, and the following drivers are showing as bad:  ccsetx64.sys, symds64.sys and symefa64.sys.  What do these drivers do?  Will it be safe to remove them?

The only thing I have left to try is to create a new sep package, but how would I go about doing this?

Am most appreciative of everyone's help.

Rafeeq's picture

Any chance this machie had Nortan installed ? was it removed completely

Please try running the no nav

https://support.norton.com/sp/en/in/home/current/solutions/kb20080710133834EN_EndUserProfile_en_us

Please try any of these

1) try to install any other version of SEP , 11. X  or 12.1 if you have

2) This is how you create new installation package

http://www.symantec.com/business/support/index?page=content&id=TECH102817