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Symantec Endpoint Protection won't install

Created: 19 Nov 2013 | 18 comments

I've been installing SEP on a bunch of largely identical company laptops with no problems, but for some reason I'm running into issues with one.

When I click on the sept1264bit.exe file, I get a screen that says please wait while windows configures Symantec Endpoing Protection, there is a bar that fills with green, gets down to showing time remaining 5 secodns, then all the green goes away and it says Time remaining: 0 seconds and sits like that for a while, then the install window just goes away. If I try to double click on the sep1264bit install file again, I get a message saying ‘Symantec Endpoint Protection has detected that there are pending system changes that require a reboot. Please reboot the system and rerun the installation.” If I try doing this, it will do the same thing.

I have attached the install log. I appreciate any help that can be given.

 I am using Windows 7 64 bit SP 1.  I had an older version of Symantec on here. I have uninstalled it and run Cleanwipe.

Operating Systems:

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ᗺrian's picture

found this

Symantec Endpoint Protection has detected that there are pending system changes that require a reboot.  Please reboot the system and rerun the installation.

Navigate to :

HKLM\SYSTEM\CurrentControlSet\ Control\Session Manager

amd delete the key called PendingFileRenameOperations

try the install again (do not reboot after deleting the key otherwise it will come back)

https://www-secure.symantec.com/connect/articles/p...

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Rafeeq's picture

Check this document

Installation fails with the message "Pending system changes that require a reboot have been detected"
SteveNumbers's picture

Thanks for the reply Brian, I removed the key and I still get the same message,

But really that message isn't the problem, it's only coming up because I'm trying to install it a second time after it mysteriously fails. I want it to not mysteriously fail.

Mithun Sanghavi's picture

Hello,

Check this Article which may assist you - 

Installer Information - "Symantec Endpoint Protection has detected that there are pending system changes that require a reboot." when trying to install SEP 11.0 on Windows 7

http://www.symantec.com/docs/TECH95608

Hope that helps!!

Mithun Sanghavi
Associate Security Architect

MIM | MCSA | MCTS | STS | SSE | SSE+ | ITIL v3

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

SteveNumbers's picture

Thank you Rafeeq and Mithun for responding,

I probably shouldn't have posted that error message. I did try both solutions, but both of these solutions only deal with that error message. That message only comes up when i try to install it a second time after it fails the first time. I'm trying to get it to not fail the first time, and I get no error message when that happens. The installer window just goes away.

ᗺrian's picture

Is this an upgrade over a previous version?

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SteveNumbers's picture

Brian, yes it was anyway, now the previous version is removed.

ᗺrian's picture

Have you tried cleanwipe?

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ᗺrian's picture

If you do a reg search, do any entries show up for SEP? if so, delete them:

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

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SteveNumbers's picture

I appreciate the responses Brian. I did a registry search for Symantec Endpoint Protection and deleted every key that I was allowed to delete. Restarted and still can't install it. It's like the Windows Installer can't start the Symantec Installer and gives up.

ᗺrian's picture

I think I forgot to ask but what version of SEP are you trying to install? Also, is Windows Defender running?

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SteveNumbers's picture

SEP is 12.1

Or I guess to be really technical it's 12.1.3001.165

Defender is off.

Rafeeq's picture

Hmm, reboot. Try to install SEP. It will fail post the SEM_inst.log and also SIS_INST.log

You can find it here

http://www.symantec.com/connect/blogs/sep-121-client-installation-issues-what-look-sisinstlog

SteveNumbers's picture

I couldn't find anything called a SEM_inst log, so I attached the SEP_inst.log, thinking you might have meant that? They were too long to post without attaching, so I have attached both to this message.   Thank You!

AttachmentSize
SEP_INST.docx 214.03 KB
SIS_INST.docx 629.79 KB
Mithun Sanghavi's picture

Hello,

SEP_Inst.docx shows the following errors:

ScriptGen: ShowServiceProgress() script execution failed.

ScriptGen: ShowServiceProgress() reset script failure event.

ScriptGen: ShowServiceProgress() is returning an error (so close to the end!)

CustomAction ShowServiceProgress returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)

MSI (s) (00:E0) [07:19:06:759]: User policy value 'DisableRollback' is 0

MSI (s) (00:E0) [07:19:06:759]: Machine policy value 'DisableRollback' is 0

Action ended 7:19:06: InstallFinalize. Return value 3.

..........

...................

MSI (s) (00:E0) [07:20:34:093]: Calling SRSetRestorePoint API. dwRestorePtType: 13, dwEventType: 103, llSequenceNumber: 86, szDescription: "".

MSI (s) (00:E0) [07:20:34:093]: The call to SRSetRestorePoint API succeeded. Returned status: 0.

MSI (s) (00:E0) [07:20:34:093]: Unlocking Server

MSI (s) (00:E0) [07:20:34:093]: PROPERTY CHANGE: Deleting UpdateStarted property. Its current value is '1'.

Action ended 7:20:34: INSTALL. Return value 3.

and  SIS_Inst.docx shows 

2013-11-19T13:59:42.441Z ERROR I SIS      [StartService] StartService() failed for service 'ccSettings_{E1A40A89-2B89-44FA-9E96-395B7D7F03AC}' with error 0x00000422.

In your case here are the suggestions - 

Please ensure that the UAC is disabled on the Windows 7 machine and Disable Windows Defender before installing the SEP client

Could you try installing the SEP 12.1 RU4 on the Windows 7 machine.

Again, check this Article:

Symantec Endpoint Protection 12.1 client install rolls back, returning 1603

http://www.symantec.com/docs/TECH170259

and check if that helps!!!

Mithun Sanghavi
Associate Security Architect

MIM | MCSA | MCTS | STS | SSE | SSE+ | ITIL v3

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

johnrhines's picture

Since this is a very well known ongoing problem for Symantec customers, why doesn't Symantec fix their buggy code?  I'm a new customer and can't believe they have let this go on for so long. 

Symantec_Endpoint_Install_Error.png