Video Screencast Help
Search Video Help Close Back
to help
New in the Rewards Catalog: Vouchers for "Symantec Technical Specialist" and "Symantec Certified Specialist" exams.

SEP11 installation rollback problem

Updated: 21 May 2010 | 6 comments
ff09's picture
0 0 Votes
Login to vote
This issue has been solved. See solution.

Hi, my SEP11 kept rolling back in the installation stage, I have googled around and have followed many of the steps provided here, and I still couldn't figure out why. Please advise.

Some background info:
1. I have previously installed a SEP11 and have manually uninstalled it following the long steps provided by Symantec (i have already deleted all the registry values listed on the manual installation steps)

2. I have already deleted all SEP and LiveUpdate related folders in

C:\Documents and Settings\All Users\Application Data\Symantec\LiveUpdate
C:\Program Files\Symantec
C:\Program Files\Symantec antivirus

3. I have used MS Installer Clean Up Utility to remove the remaining of the SEP
4. I am a student and have a sep11.exe, one file installation version provided by my school

5. "Return Value 3" occured in TWO instances in my SEP_INST.log. Here's the last few lines in the SEP_INST.log before return value 3:
Instance #1:
MSIRESULT PASS - MsiHelper::CMsiDefRegArchive::Init: Start Initialization:
MSIRESULT PASS - MsiHelper::CMsiDefRegArchive::Init: Getting custom action data:
MSIRESULT PASS - MsiHelper::CMsiDefRegArchive::Init: szFileName == 'C:\DOCUME~1\Owner\LOCALS~1\Temp\CCI43.tmp':
MSIRESULT PASS - MsiHelper::CMsiDefRegArchive::Init: Parsing data:
MSIRESULT PASS - MsiHelper::CMsiDefRegArchive::Init: End Initialization:
2009-11-18-02-55-57-000 : cc::CServiceControl::WaitForService(86) : Allocated 186 bytes
2009-11-18-02-55-57-000 : cc::CServiceControl::WaitForService(112) : Waiting for Event Log service to start.
2009-11-18-02-55-57-000 : cc::CServiceControl::WaitForService(129) : Service status is set to 1
2009-11-18-02-55-57-015 : cc::CServiceControl::WaitForService(182) : Service status before exit 1
MSIASSERT - 2009-11-18-02-55-57-015 : cc::CServiceControl::WaitForService(188) :  Service status is incorrect. Returning false:
MSIASSERT - StartEventLogService: WaitForService failed:
MSI (s) (24:D4) [02:55:57:031]: User policy value 'DisableRollback' is 0
MSI (s) (24:D4) [02:55:57:031]: Machine policy value 'DisableRollback' is 0
Action ended 2:55:57: InstallFinalize. Return value 3.

Instance #2:
MSI (s) (24:D4) [02:56:32:234]: Executing op: ActionStart(Name=checkMSXMLVersion.0723A1DC_DEB6_4A50_874F_3A2D2C99A1C1,,)
MSI (s) (24:D4) [02:56:32:234]: Executing op: ActionStart(Name=RB_cleanupFolder.0723A1DC_DEB6_4A50_874F_3A2D2C99A1C1,,)
MSI (s) (24:D4) [02:56:32:234]: Executing op: CustomActionRollback(Action=RB_cleanupFolder.0723A1DC_DEB6_4A50_874F_3A2D2C99A1C1,ActionType=1345,Source=BinaryData,Target=cleanupFolder,)
MSI (s) (24:F0) [02:56:32:265]: Invoking remote custom action. DLL: C:\WINDOWS\Installer\MSIB6.tmp, Entrypoint: cleanupFolder
InstSymProtect::cleanupFolder() -> called
DeleteFolderIfNoFileExists: Driver file is present. Not deleting folder.
MSI (s) (24:D4) [02:56:32:515]: Executing op: End(Checksum=0,ProgressTotalHDWord=0,ProgressTotalLDWord=0)
MSI (s) (24:D4) [02:56:32:515]: Error in rollback skipped.    Return: 5
cleanupFolder:  exiting
MSI (s) (24:D4) [02:56:32:531]: Calling SRSetRestorePoint API. dwRestorePtType: 13, dwEventType: 103, llSequenceNumber: 821, szDescription: "".
MSI (s) (24:D4) [02:56:32:562]: The call to SRSetRestorePoint API succeeded. Returned status: 0.
MSI (s) (24:D4) [02:56:32:562]: Unlocking Server
MSI (s) (24:D4) [02:56:32:578]: PROPERTY CHANGE: Deleting UpdateStarted property. Its current value is '1'.
Action ended 2:56:32: INSTALL. Return value 3.

The full SEP_INST.log is zipped and attached for your perusal.
Please help and thanks in advance!

Comments

Vikram Kumar-SAV to SEP's picture
18
Nov
2009
0 Votes 0
Login to vote

GO to Services and Makr sure

GO to Services and Makr sure Error Reporting Service and Event Log service is set to Automatic and Started.

ff09's picture
18
Nov
2009
0 Votes 0
Login to vote

THANK YOU!

this definitely solved the problem. turned out my Event Log couldn't start, because of an "error 126", which from further googling, turned out my eventlog.dll was missing from my system32.

Thank you very much for your prompt reply and helpfulness!

Symantec World's picture
18
Nov
2009
0 Votes 0
Login to vote

Re

Open Control Panel >> open Clock, Language and Region >> open Region and Language >> under Format >> select Engligh (US) >> try install SEP.

Regards, M.R

Prachand's picture
18
Nov
2009
0 Votes 0
Login to vote

Stop Symantec Event Manager

Stop Symantec Event Manager and Symantec Settings Manager
 
And then try the install

Prachand Kumar MCSE-2003 Symantec Technical Specialist (SCTS)

ff09's picture
18
Nov
2009
0 Votes 0
Login to vote

problem solved! THANK YOU EVERYONE!!

the problem is fixed after fixing and starting Event Log services before installation. Thanks again for everyone's kind help!!! I really appreciated it!

Guruparan's picture
22
Nov
2009
0 Votes 0
Login to vote

Excellent Resolution

I had the same problem with few machines whereby SEP installation rolls back.

After fixing the Event Log services, installation was successful. Thanks for the resolution guys.

Best Regards,

Guru
Symantec Certified Specialist