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Uninstall of SEP 11 stops MSSQL

  • 1.  Uninstall of SEP 11 stops MSSQL

    Posted Nov 28, 2011 10:18 PM

    I am Hoping someone has a clue on this one.  Been attempting various methods for several months and cannot uninstall SEP 11 without killing the MSSQL server.  I have tried MANY times, both normal uninstall and manual but the same problem occurs.  The MSSQL service will not start once the SEP is uninstalled.  Re-installing the SEP 11 WILL fix the problem, and before the teefer2 driver is even loaded.  (Originally thought possible network problem.  Not possible, after lots of testing...)  The Reason for the uninstall is to install SEP 12, but this is impossible as MSSQL is required and the SEP 12 install DOES NOT make it work, however, removing 12 and then re-installing 11 DOES.  (I am stumped now....)

    Any suggestions would be appreciated, as this is the management server for all the clients, and I don't wish to change packages or re-load the entire server.  The ease of fixing this problem, by simply re-installing seems to indicate it's something simple that I am missing...

    Please help.  Thanks.



  • 2.  RE: Uninstall of SEP 11 stops MSSQL

    Broadcom Employee
    Posted Nov 28, 2011 10:37 PM

    you may need to check SQL logs to find out why sql stops . SEP and sql are not related by any means.



  • 3.  RE: Uninstall of SEP 11 stops MSSQL

    Posted Nov 28, 2011 11:03 PM

    Hi,

     Are you meaning the SEP11 client part or SEPM 11 in the server..



  • 4.  RE: Uninstall of SEP 11 stops MSSQL

    Posted Nov 29, 2011 03:23 AM

    Also, check the Windows Application Event Logs. You can share the error codes here.



  • 5.  RE: Uninstall of SEP 11 stops MSSQL

    Posted Nov 30, 2011 02:57 AM

    Just to cover all that has been requested, and thanks for even trying....

    The SQL Errorlogs show no problem.  There is actually NO reference to the failure.  If the SQL service starts, then all works fine.  I do realize there is "Supposedly" no relation between SEP and SQL (Besides the common stuff in firewall and security...), but there certainly is some interaction beyond just the network connection.  (And in case the question arises, yes, I have deleted the entire TCP configuration and driver set for the network card, after the uninstall, and then re-installed the network card and re-configured the network.  Problem unaffected...)

    This problem only has an effect on SEP.  SEPM IS running on this server, but it has no effect on the problem.  SEPM 11.x was running, has been removed, and SEPM 12.x now is running.  NOthing done in the SEPM seems to have any ill effects.  For ease of uninstall/re-install and to eliminate any possible "unknown" SEP - SEPM interactions, the server is currently running as an unmanaged client.  The same problem occured when uninstalling SEP when it was managed, and I even brought up a seperate server just to host SEPM.  (Just for testing...)  Nothing having to do with SEPM had any effect, which I think is the expected result, but I did check this out.

    Finally, and here is a part of why this has been such a Pain, the application logs never show the actual failure of SQL.  The only entries are after it has failed and I try to restart the service, or reboot.  The only errors are, the timeout, and then the message the the service did not start in a timely fashion!  It is as if the service completely stops functioning and doesn't respond after loading?

    If anyone really thinks these codes would help, I would have no problem in clearing ALL logs, and then doing the SEP uninstall.  Then I can send every warning, etc.  The only problem I see with that is there seems to be NO message produced for the stop.  The only way I see a message is when I try to restart the service.  If that information, or any other, would be helpful, I would be more than happy to start the uninstall routine from scratch, and hit this problem from a fresh point of view.  I have always wondered how the SQL service could "Stop" with no message, while the SQL "Monitor" still works.  Pushing the "Start" on the "Monitor" just produces the same "Timeout" messages as a restart and will not start the process.

    Thanks for all the help, and any ideas on what I may be missing would be very appreciated.  ANY information I could gather that might be of assistance just needs to be suggested.  Even an information request could lead me in the right direction.



  • 6.  RE: Uninstall of SEP 11 stops MSSQL

    Posted Dec 06, 2011 12:29 AM

    This is getting weird, and I am assuming that no-one can help or is interested as I received no response to my last posting.  I went through a full cycle, keeping careful notes as I went.  If logs are desired, I could send them but they are of no help in this situation.  Added note:  Symantec Backup Exec also runs on this server.  This section of SQL Server has NO Problem....  (Interesting detail...)

    Quick Rundown of results.  I'll skip as much detail as possible to save space.

    1)Wiped Logs and started uninstall.  Strangely, the uninstall requested me to close SQL Monitor application, while NOT requesting me to close any of the other apps that were running.  Also, for the first time, upon completion of the uninstall, all SQL services were running OK.  Checking the Logs at this time showed NO errors whatsoever.  SQL Operating correctly.

    2) Re-booted server to complete the uninstall, as requested by the program.  SQL Server starts up fine for Backup Exec but the Main database does not start.  Only two entries in the System log.  Timeout and a notification that the service did not start in a timely fashion.  SQL error log for Back-up Exec shows what I consider to be a normal startup.  Main Errorlog not opened at all.  Still contained the data from the previos startup while SEP was loaded.  (File not modified.  Service didn't access the ERRORLOG file.)

    3) Seeing that this problem prevents SEP from from being upgraded, or uninstalled, without losing SQL, which is this servers main function, my only recourse is a full re-load with a new AV and back-up program, as there is obviously some relation, either undocumented on unintended.  The business owners have decided that enough is enough, so new server and applications are in order.  I have no progblem with Backup Exec, but all related products to SEP are in hot water with the bosses, and losing the server due to something like this is unacceptable to them.  I can think of several ways that this could have taken the system down in such a way as to require a reload during business hours.  Not the way to garner faith in the product, if you know what I mean.  Had the SEPM auto-upgraded........

    I thank-you all for your time, and will keep checking here over the rest of this week, but with the time already spent, I doubt Symantec has a future in this company.  I am sorry about that as I actually like the package, and have had no problems with it until now.  (Well, the little ones with any large network, but they were all solveable with a couple days research.)  If anyone has a clue as to where to go from here, or any test for further information, please let me know.  A full change of the network will take time to go through purchasing, and selection of new AV packages and Back-up will also take time, giving me the ability to keep trying.  I am re-installing SEP 11 right now, as that operation fixes all.  Quite a way to ensure product loyalty, but a questionable business practice, if you ask me.

    Has anyone else seen this type of situation?  With ANY other application?  I maintain quite a few networks and don't want to think about having to recomend changing to them all.  One is more than enough until I fully learn the new package's operation.  Also, any recomendations there?

    Thanks again for any help that anyone can provide.



  • 7.  RE: Uninstall of SEP 11 stops MSSQL

    Posted Dec 06, 2011 01:30 AM

    Just to insure all who might comment that this is an unusual problem, I am trying to keep this up-to-date.  I re-installed SEP 11 and as soon as the program was loaded, The SQL server part for the main database came right up.  SQL ERRORLOG showed a normal start, with no problems.  Could find NO reference to the SEP install in paths, reg entries, or the like.

    The only unusual thing was, an exception file appeared upon SEP being loaded, meaning, to me, that the file was open in such a way that I was unable to see it until it closed.  This file was in the SQL LOG directory.  I have attached it (Well - pasted...) as the information it contains it, honestly, beyond my level of experience to properly understand whatit is telling me.  I don't even know if it is related, but I would assume it might point me in the right direction.  The Problem is:  It only shows a problem on 12/5, where I have done this cycle of uninstall/re-install quite a few times in the last months.  Either way, it is below and why a "Printstack" exception would appear is beyond me.

    Thanks again for any ideas you may have.

    12/16/04 16:01:49 spid 0 Exception 0x400042ac PRINTSTACK at 0x7C59BBF3
    07/29/09 03:07:22 spid 0 Exception 0x400042ac PRINTSTACK at 0x77E4BEF7
    11/25/09 03:04:07 spid 0 Exception 0x400042ac PRINTSTACK at 0x77E4BEF7
    01/15/10 00:32:38 spid 0 Exception 0x400042ac PRINTSTACK at 0x77E4BEF7
    01/18/10 20:50:18 spid 0 Exception 0x400042ac PRINTSTACK at 0x77E4BEF7
    02/10/10 03:08:51 spid 0 Exception 0x400042ac PRINTSTACK at 0x77E4BEF7
    03/11/10 03:04:33 spid 0 Exception 0x400042ac PRINTSTACK at 0x77E4BEF7
    03/17/11 03:29:33 spid 0 Exception 0x400042ac PRINTSTACK at 0x77E4BEF7
    06/18/11 03:03:55 spid 0 Exception 0x400042ac PRINTSTACK at 0x77E4BEF7
    08/12/11 03:03:51 spid 0 Exception 0x400042ac PRINTSTACK at 0x77E4BEF7
    08/13/11 03:04:09 spid 0 Exception 0x400042ac PRINTSTACK at 0x77E4BEF7
    08/23/11 02:41:10 spid 0 Exception 0x400042ac PRINTSTACK at 0x77E4BEF7
    12/05/11 23:34:22 spid 0 Exception 0x400042ac PRINTSTACK at 0x77E4BEF7



  • 8.  RE: Uninstall of SEP 11 stops MSSQL

    Posted Dec 06, 2011 01:46 AM

    Hi. Slightly off-topic. Have you contacted Symantec Support of your problem?



  • 9.  RE: Uninstall of SEP 11 stops MSSQL

    Posted Dec 06, 2011 02:14 AM

    When this problem was originally observed, Symantec support was where I started.  After being reffered to MIcrosoft for an SQL problem, and being reffered back here by MS, I decided this was the only route that would help.  Actually, it was Symantec Support that directed me to this forum "Where I might be able to get some help."

    I'm not sure why I was so slow to come here, but it took me over a month to post here, but my connection to the original support was very unsatisfying.  You think I should try again?  Put this as a regular request?  I have no intention of being charged for help like my last interaction for a different problem.

    I suppose, if that is the only route, it might be worth another shot, although I would have to clear such an action with the people who hire me.  I'll start the internal process in the AM.  Thanks for the suggestion.



  • 10.  RE: Uninstall of SEP 11 stops MSSQL

    Posted Dec 06, 2011 03:14 AM

    Some questions I should have asked earlier:

    What's the exact version you're migrating from that an uninstall is necessary? Because there is an issue with migrating SEP 11 RU7 (11.0.7xx) to SEP 12

    And is the server running the full package of the SEP client? If this is a SEPM server, I'd recommend you only install the AV/AS component. We only install that part on database servers. Provided they are in the internal network for internal use only and not in a DMZ where the probablity of intrusion increases.



  • 11.  RE: Uninstall of SEP 11 stops MSSQL

    Posted Dec 07, 2011 11:00 PM

    The Version is 11.0.6xx.  I gave up migration a month or so ago.  This is now a plain uninstall.  I did try installing SEP 12 after the uninstall to see if SQL came back up.  It didn't, BUT, uninstalling SEP 12 and then re-installing SEP 11 fixed the problem.

    Currently, the package is in the lightest form.  ONLY AV.  I removed the other components to try and narrow down where the problem originates.  It was also loading the Firewall/intrusion protection but removing that was no problem.  The third section doesn't load on Windows servers, even if installed.

    I hope that helps.  Any suggestions or tests desired would be MORE than welcome.

    Thanks

    Art

    (Is there a possibility that the Uninstall is checking SQL for the Backup Exec database, and somehow causing the Main DB to drop out from a mis-detection?  Yes, I'm grasping at straws here...)



  • 12.  RE: Uninstall of SEP 11 stops MSSQL

    Posted Dec 08, 2011 12:09 AM

    All the database servers in question should be in one group.

    A) Disable File System Auto-Protect or B) set it to scan only select extensions select only executables or C) create a Centralized Exceptions rule. Then export that package for deployment to the servers that gives you problems.

    Good luck mate. :D



  • 13.  RE: Uninstall of SEP 11 stops MSSQL

    Posted Dec 08, 2011 04:30 AM

    Just to be clear, and I thank you for the info, This is a single server for a single company that runs perfectly with SEP 11.  It is when I UNINSTALL the SEP 11 that the problem occurs.  I have come to the conclusion that this is most likely an unsolvable problem.  Best plan now is replacement of Server, and to prevent re-occurance in the future, replacement of Symantec Software.  That part really hurts.

    Little Note, as I am still trying.  Completely disabling the AV software DOES NOT cause the problem.  ONLY uninstalling.  And the problem only starts after the uninstall reboot.  (IF SQL Monitor is running.  IF the monitor is not running, the SQL seems to stop during the uninstall.  Cannot state this as fact, as the monitor is not running to see exactly when the stop occurs.  Of course, with no logs showing the stop, direct determination of the point where the problem occurs is a little difficult.)

    Thank-you for the info anyway.



  • 14.  RE: Uninstall of SEP 11 stops MSSQL

    Posted Jan 18, 2012 11:04 PM

    Just in case anyone was curious, or if there might be someone in oversight checking, I felt it proper to post what finally occured.  The Problem from the beginning was the stopping of the SQL database upon uninstall of SEP 11, wether by uninstall or upgrade to SEP12.  In the final attempt, a full backup of ALL the SQL information was done, just to try to restore the setup upon completion of the upgrade.  Once fully backed up, I decided to completely abort ALL tasks related to SQL operation.  This included Backup Exec drivers as well, even though many were not directly related to SQL.  As far as the Main SQL, if it had anything to do with it, it was aborted, not simply shut down.

    Running the upgrade from the Manager acted slightly differently when the SEP 12 was pushed.  No notifications of any kind came up until the reboot request.  All other times the software notified the user (Me.) of the upgrade proceding.  After the re-boot, the initial load time seemed longer than usual, but this is a subjective comment.  The system re-loaded all the SQL drivers, started the Backup exec DB, and then the Main DB actually came on-line, as if there had never been a problem.

    I can only assume that there is some routine in the SQL DB system that cannot be running during the upgrade/uninstall process, as this was the exact upgrade that had been attempted many times previously.  The ONLY true difference was the initial manual abort of SQL processes.  Shutting down SQL from the monitor DID NOT work, but aborting ALL related processes did.  Back-up exec had been shut down in a previous attempt, but that did not work and that specific DB never had a problem anyway.

    Either way, problem solved and I thank everyone who attempted to assist.  I recomend that Symantec Support include a little blurb about this possibility in the Knowledge base, as No One even suggested this as something to attempt.  Either way, I am just happy to have it working.