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Unable to install SEP client 12.1.2015.2015

Created: 26 Feb 2013 | 20 comments

We have a client machine that I'm not having any luck upgrading from 12.1.1101.401 to 12.1.2015.2015.

I constantly get an error stating that installer was interrupted before it could finish. 

I've tried installing it from SEPM and as a standalone package.  I've tried it as a domain admin and as a local admin.  I've tried different install packages (removed option to add to Start Menu as well). 

I haven't tried CleanWipe or uninstalling as I'm concerned once I get the software off, I might not be able to get it back on, leaving the client computer unprotected.

Any kind soul might be able to provide some direction?

Operating Systems:

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Ashish-Sharma's picture

Can you share sep_inst.log

Available %TEMP%

Troubleshooting client installation failures

Article:TECH94258 | Created: 2009-01-29 | Updated: 2013-01-03 | Article URL http://www.symantec.com/docs/TECH9425

Thanks In Advance

Ashish Sharma

.Brian's picture

Post the SEP_INST.log located in %temp% so it can be reviewed

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.

.Brian's picture

What OS are you trying to install on?

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.

Ashish-Sharma's picture

Windows Installer installed the product. Product Name: Symantec Endpoint Protection Client. Product Version: 12.1.2015.2015. Product Language: 1033. Manufacturer: Symantec Corporation. Installation success or error status: 1603.

MSI (c) (80:14) [08:40:58:538]: Grabbed execution mutex.
MSI (c) (80:14) [08:40:58:538]: Cleaning up uninstalled install packages, if any exist
MSI (c) (80:14) [08:40:58:539]: MainEngineThread is returning 1603

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

Check this thread also

https://www-secure.symantec.com/connect/forums/always-failed-installing-sep-manually-or-remote-push

Thanks In Advance

Ashish Sharma

c_olson's picture

As mentioned above, I did try creating an install package without the 'Add to Start Menu' checked.  This package still failed.

OS is Win 7 x64.

Rafeeq's picture

look for the product coder under HKCR\Installer\UpgradeCodes

search for {F7BE9C8A-C2E6-470D-B703-0A1845E6FF8C}

or a8C9eb7f , If found delete it and run the install. Hope you have tried clean wipe too.

P.S: always back up your registry before editing

c_olson's picture

As mentioned above, I have not used Cleanwipe as I have run into issue before where I used Cleanwipe to remove SEP and then couldn't get it back on... so it essentially didn't solve anything, just left the computer unprotected. 

Ashish-Sharma's picture

first try to instal Liveupdate , then run the setup or else change the registry key as per this document

http://www.symantec.com/connect/articles/sep-installation-rollback-windows-7-windows-vista-windows-2008

Thanks In Advance

Ashish Sharma

c_olson's picture

What does the log actually point to for an error?  I see an error 1603 but I can't find any specific reason in that log for why it's failing?

SebastianZ's picture

Log shows error while creating the install script: - MSIgetproductinfo operation fails:

MSI (s) (28:F0) [08:40:49:326]: Doing action: CreateInstallScript
Action 8:40:49: CreateInstallScript. Creating installation script
Action start 8:40:49: CreateInstallScript.
MSI (s) (28:D8) [08:40:49:329]: Invoking remote custom action. DLL: C:\Windows\Installer\MSI1C48.tmp, Entrypoint: CreateInstallScript
ScriptGen:  ERROR: MsiGetProductInfo failed with error 1608
CustomAction CreateInstallScript returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
Action ended 8:40:51: CreateInstallScript. Return value 3.

....well Cleanwipe would be really recommended here - possibly the old installation is corrupted at some point already.

John Santana's picture

Yes correct, Cleanwipe it and then perform the manual install.

Kind regards,

John Santana
IT Professional

--------------------------------------------------

Please be nice to me as I'm newbie in this forum.

c_olson's picture

My hesitation is due to a similar issue I have with a server where I couldn't update.  I used Cleanwipe and completely removed SEP.  And now I can't get SEP on that server.  Cleanwipe didn't fix the installation problem and ended up leaving the server without at least an older but working version.

I'm trying to avoid the same situation with this client machine.

.Brian's picture

Out of curiosity, what version of Cleanwipe did you use? The latest came out with 12.1 RU2 and it has been cleaned up a lot compared to some older versions. See this nicely written article by Chetan Savade on it:

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

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.

diabolicus23's picture

Verify UAC is off on Win7 machine.

diabolicus23's picture

Just a shot in the dark.

Could you tell me the value of AppData in:

HKEY_USERS\.DEFAULT\Software\Microsoft\Windows\CurrentVersion\Explorer\User Shell Folders

Rafeeq's picture

did you get the product code ? {F7BE9C8A-C2E6-470D-B703-0A1845E6FF8C}?

tried the manual uninstall.

http://www.symantec.com/business/support/index?pag...