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Unable to install SEP 12.1.2 on new Windows 8x64 computer

Created: 13 May 2013 • Updated: 15 May 2013 | 29 comments
This issue has been solved. See solution.

Install fails & rolls back.  Defender has been turned of & KB2781197 has been removed, yet install still fails.

Operating Systems:

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.Brian's picture

Post the SEP_INST.log file in %temp% directory

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W007's picture

Can you post  SEP_INST.log.

this is known issue

Symantec Endpoint Protection client fails to install to recently updated Windows 8 computers

 

Article:TECH203996  |  Created: 2013-03-18  |  Updated: 2013-04-09  |  Article URL http://www.symantec.com/docs/TECH203996

 

Try disabling Windows Defender and remove KB2781197 and try the install again

 

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Dr. Unk's picture

Did anyone actually read the initial post? He said and I quote "Defender has been turned of & KB2781197 has been removed, yet install still fails."

 

SParkerPC's picture

Attached is Zip file containing the SEP_INST log.  I tried to copy & paste it several time, but that failed as well.

AttachmentSize
SEP_INST.zip 188.92 KB
SParkerPC's picture
I have tried several times to post my SEP_INST log but now I get the error below each time I past & save.
 
This is rather frustrating!

Your submission contains invalid characters and will not be accepted.

Mithun Sanghavi's picture

Hello,

As per the SEP_Inst.log, we find the following error:

ScriptGen: ShowServiceProgress() WaitForSingleObject(scriptStarted) returned WAIT_OBJECT_0
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) (20:9C) [12:08:11:338]: Note: 1: 2265 2:  3: -2147287035 
MSI (s) (20:9C) [12:08:11:338]: User policy value 'DisableRollback' is 0
MSI (s) (20:9C) [12:08:11:338]: Machine policy value 'DisableRollback' is 0
Action ended 12:08:11: InstallFinalize. Return value 3.
MSI (s) (20:9C) [12:08:11:370]: Executing op: 
...............................................
..........................................................
.....................................................................
Property(S): ProductToBeRegistered = 1
=== Logging stopped: 5/13/2013  12:09:20 ===
MSI (s) (20:9C) [12:09:20:278]: Note: 1: 1708 
MSI (s) (20:9C) [12:09:20:278]: Product: Symantec Endpoint Protection -- Installation operation failed.
 
MSI (s) (20:9C) [12:09:20:278]: Windows Installer installed the product. Product Name: Symantec Endpoint Protection. Product Version: 12.1.2015.2015. Product Language: 1033. Manufacturer: Symantec Corporation. Installation success or error status: 1603.
 
MSI (s) (20:9C) [12:09:20:309]: Deferring clean up of packages/files, if any exist
MSI (s) (20:9C) [12:09:20:309]: MainEngineThread is returning 1603
MSI (s) (20:D4) [12:09:20:309]: No System Restore sequence number for this installation.
 
 
In this Case, I would suggest you to Check this Thread (Almost the same Issue): https://www-secure.symantec.com/connect/forums/sep-121-client-installation-failure
 
 

Also, 

Disable UAC and Windows Firewall and Try Creating a custom setting under the “Client Install Settings” options to not use “Add the program to the Start Menu”, leave this unchecked.

OR / AND

Deploy a client install package with "Remove all previous logs and policies, and reset the client-server communications settings".

http://www.symantec.com/docs/TECH165801

If the install is successful, manually create the shortcut on the desktop that points SymCorpUI.exe.

Hope that helps!!

Mithun Sanghavi
Senior Consultant
MIM | MCSA | MCTS | STS | SSE | SSE+ | ITIL v3

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technical_specialist's picture

rename the file in normal in .txt format and attach otherwise copy all the content and paste here

SParkerPC's picture

I have copied/pasted several time & continue to get the error.....

Your submission contains invalid characters and will not be accepted.

I have have attached a .txt file.

AttachmentSize
SEP_INST.txt 3.64 MB
.Brian's picture

Call support. Check here:

https://www-secure.symantec.com/connect/forums/how...

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technical_specialist's picture

You may need to contact Symantec Technical Support and create a case for Latest CleanWipe Tool.

Check these Steps below:

How to create a new case in MySymantec

http://www.symantec.com/business/support/index?page=content&id=TECH58873

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

https://www-secure.symantec.com/connect/forums/how-get-cleanwipe-tool

http://www.symantec.com/connect/articles/new-cleanwipe-version-introduced-sep-121-ru2

Support  -  http://www.symantec.com/support/contact_techsupp_static.jsp

SParkerPC's picture

I have checked the other thread & it says to install a legacy version such as 12.1.1.  The SEP Server only has 12.1.2 available, so where do I get the install for 12.1.1?

.Brian's picture

You can call support to get a download link to this older version.

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raju123's picture

You can contact with the technical support Team for getting the 12.1.1.

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  -  http://www.symantec.com/support/contact_techsupp_static.jsp
technical_specialist's picture

 

Hello,

12.1.1 is not compaitable version for Window 8. So my advice is that you can download the client setup of current version from fileconnect and try to install.

There are 2 different setup avaiable (SEP 12.1.2 64 bit client & SEP 12.1.2 (MP1) 64 bit client), download anyone and try, if it getting install replace the sylink file to manage the client from Server.

Before installation run the cleanwipe.

https://www-secure.symantec.com/connect/blogs/latest-symantec-endpoint-protection-released-sep-121-ru2-mp1

https://www-secure.symantec.com/connect/articles/latest-symantec-endpoint-protection-releases-symantec-endpoint-protection-121-ru2

.Brian's picture

12.1.1 is not compatible/supported on Win8 but it will install. If you're in a pinch and struggling to get 12.1.2 installed, you can still install 12.1.1 and upgrade to 12.1.2 immediately. I've done it multiple times successfully.

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SParkerPC's picture

I have had it Symantec & their support!

It's been 24 hours since I have opened case #04324242 & I have not received any assistance on my issue.  I tried to download the clients mentioned above, but everytime I go to get them from https://symantec.flexnetoperations.com/control/symc/download?agree=Accept&element=4660391, it send me to http://www.oracle.com/technetwork/java/index.html instead of the download manager.  So I can't download the files I need or get help from tech support.  Maybe it's time to dump SEP altogther go with another provider of network security!angry

 

SebastianZ's picture

The download manager on the symantec fileconnect ( https://symantec.flexnetoperations.com/control/symc) requires Java - if it is not installed for the current browser you are using it will redirect to the Java website for download.

raju123's picture

This error has came because you have tried to download the file using google chrome/mozilla, use the internet explorer. I have currently tried the same step using google chrome and getting the same error.

After that i had tried to download using I.E and download completed succesfully.

So try in IE.

Find the attach file

 

AttachmentSize
fileconnect.docx 1.08 MB
Chetan Savade's picture

Hi,

Download a fresh setup file and then try to install.

 

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

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SParkerPC's picture

This issue has finally been resolved by Symantec Tech Support after a long evening of about 10+ reboots & several modifications. Part of the issue was that the Windows Defender service was on even though the it's interface said that it was off.

.Brian's picture

Out of curiosity, what else had to be done to "turn it off"?

Just be curious to see what else was done. SEP and Windows Defender/Security Essentials do not seem to like each other at all.

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Chetan Savade's picture

Hi,

Thanks for the update.

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.<

SParkerPC's picture

Tech Support had me do the following.

- Run the Cleanwipe tool

- Reboot

- Log back in as the Administrator on the local machine

- Open Windows Defender

- Go to Options

- Go to Administrator & turn off the selected option (can't remember what it said & cant open Defender now that SEP is working).

- Install SEP using x64 Client (from File Connect) as an umanaged client

- Reboot

- Push Remote install from server to update client to latest version.

 

 

SOLUTION
.Brian's picture

Very interesting. Thanks for sharing.

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raju123's picture

It's great that issue sort out. Mark your comment as a solution to help the other users.