HI Matt,

What does the SEPM_INST logs says. You can get that from %Temp% . Please paste that log in here so that we can have a look

HI Matt,

What does the SEPM_INST log says. You can get that from %Temp% . Please paste that log in here so that we can have a look

Instead of going around in a loop of "send me your log files" I would suggest making a simple check list of what steps must be done when installing, upgrading, or troubleshooting SEP problems.   Keep it simple and then point to more detailed documents for further troubleshooting analysis.  I'm like many users in that I don't want to spend waiting 60 minutes on hold just to be pointed to a troubleshooting document.

Probably many users have similar problems and only your tech support sees the bigger picture.  Please don't keep us in the dark and guessing at solutions. If you see patterns put it out there for us to work with.  Make our lives easier.

Thank you.

Hi Dugie,

If you go through administrator guide and installation guide, you will find best practises and min requirement for installing SEP or SEPM.

If a installation fails, it can have multiple reasons like pending microsoft updates,live update, conflicting application, hard disk space etc.

Support asks for installation log file, because in installation log file there will be exact and precise reason for installation to fail.We value your time hence we try our best to provide you accurate solutions asap.

Also you can check following document for further reference:

http://service1.symantec.com/SUPPORT/ent-security....

Also, http://www.symantec.com/business/support/knowledge...

will re direct you to Symantec knowledge base and you can find a number of documents according to your issue.

thanks,
Barkha

What OS are you running?  Is it patched?  Does it have the latest MSI installer build?

I am going to guess that, yes it does.

Do you have "crypt32" errors in the machines even log?  (These would refer to the incapability of retrieving 3rd party root certificates, from Microsoft affiliates such as, you guessed Symantec)

Just throwing that out there...

I think the file may be too big for posting in this forum,  I have tried repeatedly to post it.

I am running Windows Server 2003 Standard Edition SP2, fully patched
I am not seeing any crypt32 errors in the event log.

Please advise on how I can post the SEPM_INST.log file which is around 5MB in size

Thanks

You dont have to post the whole SEPM install log but just 10 lines above the 1st  Return Value 3 in the SEPM_INST.log

Here is the section above the 1st 'Return Value 3' in the file

MSI (s) (34:8C) [09:39:31:349]: Verifying accessibility of file: sav.xml
MSI (s) (34:8C) [09:39:31:349]: Note: 1: 2318 2: C:\Program Files\Symantec\Symantec Endpoint Protection Manager\tomcat\etc\license\sav.xml
MSI (s) (34:8C) [09:39:31:349]: File will have security applied from OpCode.
MSI (s) (34:8C) [09:39:31:349]: Executing op: ActionStart(Name=MigrateBackupNamedFiles_RB,,)
Action 9:39:31: MigrateBackupNamedFiles_RB.
MSI (s) (34:8C) [09:39:31:365]: Executing op: CustomActionSchedule(Action=MigrateBackupNamedFiles_RB,ActionType=1281,Source=BinaryData,Target=MigrateBackupNamedFiles_RB,CustomActionData=C:\Program Files\Symantec\Symantec Endpoint Protection Manager\)
MSI (s) (34:8C) [09:39:31:365]: Executing op: ActionStart(Name=MigrateBackupNamedFiles,,)
Action 9:39:31: MigrateBackupNamedFiles.
MSI (s) (34:8C) [09:39:31:365]: Executing op: CustomActionSchedule(Action=MigrateBackupNamedFiles,ActionType=3073,Source=BinaryData,Target=MigrateBackupNamedFiles,CustomActionData=C:\Program Files\Symantec\Symantec Endpoint Protection Manager\)
MSI (s) (34:14) [09:39:31:381]: Invoking remote custom action. DLL: C:\WINDOWS\Installer\MSI7E.tmp, Entrypoint: MigrateBackupNamedFiles
SESM CA: MigrateBackupNamedFiles Begin
SESM CA: CopyFile - copied from C:\Program Files\Symantec\Symantec Endpoint Protection Manager\tomcat\conf\server.xml to C:\Program Files\Symantec\Symantec Endpoint Protection Manager\tomcat\conf\server.xml.bak success
SESM CA: CopyFile - copied from C:\Program Files\Symantec\Symantec Endpoint Protection Manager\tomcat\etc\conf.properties to C:\Program Files\Symantec\Symantec Endpoint Protection Manager\tomcat\etc\conf.properties.bak success
SESM CA: CopyFile - copied from C:\Program Files\Symantec\Symantec Endpoint Protection Manager\tomcat\etc\sepm_settings.properties to C:\Program Files\Symantec\Symantec Endpoint Protection Manager\tomcat\etc\sepm_settings.properties.bak success
SESM CA: CopyFile - copied from C:\Program Files\Symantec\Symantec Endpoint Protection Manager\tomcat\etc\SesmLuLog.conf to C:\Program Files\Symantec\Symantec Endpoint Protection Manager\tomcat\etc\SesmLuLog.conf.bak success
SESM CA: MigrateBackupNamedFiles End
MSI (s) (34:8C) [09:39:33:036]: Executing op: ActionStart(Name=InstallLiveUpdate_RB.FF07F38E_78C2_412E_B858_64488E808644,,)
Action 9:39:33: InstallLiveUpdate_RB.FF07F38E_78C2_412E_B858_64488E808644.
MSI (s) (34:8C) [09:39:33:052]: Executing op: CustomActionSchedule(Action=InstallLiveUpdate_RB.FF07F38E_78C2_412E_B858_64488E808644,ActionType=3329,Source=BinaryData,Target=UnInstallLiveUpdate,CustomActionData=C:\DOCUME~1\mattb\LOCALS~1\Temp\CHWJWUCM\LiveUpdate\lucheck.exe)
MSI (s) (34:8C) [09:39:33:052]: Executing op: ActionStart(Name=InstallLiveUpdate.FF07F38E_78C2_412E_B858_64488E808644,,)
Action 9:39:33: InstallLiveUpdate.FF07F38E_78C2_412E_B858_64488E808644.
MSI (s) (34:8C) [09:39:33:052]: Executing op: CustomActionSchedule(Action=InstallLiveUpdate.FF07F38E_78C2_412E_B858_64488E808644,ActionType=3073,Source=BinaryData,Target=InstallLiveUpdate,CustomActionData=C:\DOCUME~1\mattb\LOCALS~1\Temp\CHWJWUCM\LiveUpdate\lucheck.exe)
MSI (s) (34:94) [09:39:33:067]: Invoking remote custom action. DLL: C:\WINDOWS\Installer\MSI7F.tmp, Entrypoint: InstallLiveUpdate
LUCA: InstallLiveUpdate enter.
LUCA: C:\DOCUME~1\mattb\LOCALS~1\Temp\CHWJWUCM\LiveUpdate\lucheck.exe
LUCA: InstallLiveUpdate : CreateProcessAndWait( LUCHECK.EXE ) returned 206
Action ended 9:39:55: InstallFinalize. Return value 3.

I un-installed LiveUpdate, then ran the upgrade package - and it succeeded.
LiveUpdate was re-installed post the upgrade.

Thank you for your help