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Upgrade clients to 12.1.5 : Clients decided to reject the upgrade

ℬrίαη

ℬrίαηOct 17, 2014 06:28 AM

Migration User

Migration UserOct 28, 2014 11:52 AM

  • 1.  Upgrade clients to 12.1.5 : Clients decided to reject the upgrade

    Posted Oct 17, 2014 03:16 AM

    Hi,

    I've got the known message "Client has decided to reject the upgrade".

    I can't find any solution.

     

    Under "my company" folder in clients tab, I created subfolders x64 & x86 to push distinct updates (12.1.5 64 bits & 32 bits).

    Some clients had accepted the update, others no.

     

    On computer clients which reject the update, the SEP_INST.log is no modified.

     

    Thank you

    Regards



  • 2.  RE: Upgrade clients to 12.1.5 : Clients decided to reject the upgrade

    Posted Oct 17, 2014 03:18 AM

    See Elisha Comments

    There are several important items to remember when updating the client feature set from SEPM:

    1. Make sure you uncheck the "Maintain existing client features when updating". If you don't uncheck this then the clients will not do anything.

    2. Make sure you uncheck the "Upgrade Schedule" checkbox. This way the clients chose to update their feature set immediately.

    3. Make sure that the package you assign to the group is the same build number as the SEP clients in the group. If you assign an older build for this then the clients will ignore the settings.

    4. Make sure you assign the correct bit rate (32bit vs. 64bit). Clients will only look at packages with their bit rate. If you assign a 64bit package, for example, and you have only 32bit clients then they will ignore the settings.

    5. In most cases once the client has added or removed features you will need to reboot the client for the changes to be complete.

     

    https://www-secure.symantec.com/connect/forums/problem-upgrade-clients-sep121#comment-6126291

    See this thread

    https://www-secure.symantec.com/connect/forums/client-has-decided-reject-upgrade-package



  • 3.  RE: Upgrade clients to 12.1.5 : Clients decided to reject the upgrade

    Posted Oct 17, 2014 06:28 AM

    First, have you rebooted it?



  • 4.  RE: Upgrade clients to 12.1.5 : Clients decided to reject the upgrade

    Broadcom Employee
    Posted Oct 17, 2014 12:00 PM

    Hi,

    Thank you for posting in Symantec community.

    Actually you can assign both 32 and 64-bit client packages to the same group with no issues. You don't need to know which machines have what because when you assign a package to a group for migrating to the latest version the program is smart enough to know which package goes to which OS.

    Remove the Password Policy on the SEPM Server if there any.

    Restart the SEP client service (smc -stop & - start)

    Reboot the SEP client machines.



  • 5.  RE: Upgrade clients to 12.1.5 : Clients decided to reject the upgrade

    Posted Oct 20, 2014 07:37 AM

    @.Brian : Yes I've rebooted SEPM server & my client.

     

    @Chetan : I tried what you described but still the same message on my client.

    Is there any log file somewhere that I could search for a reason of this reject ?

     

    thank you



  • 6.  RE: Upgrade clients to 12.1.5 : Clients decided to reject the upgrade

    Broadcom Employee
    Posted Oct 20, 2014 10:11 AM

    Hi,

    Attach exsecars logs, log should be present under SEPM Install Path %\data\inbox\log\exsecars.log

    Do you find any smcinst.log under SEPM directory?

    I hope SEPM is on the latest i.e. SEP 12.1 RU5 version.

    Could you repair the SEPM. Can repair through add/remove programs or using downloaded setup files.



  • 7.  RE: Upgrade clients to 12.1.5 : Clients decided to reject the upgrade

    Posted Oct 20, 2014 10:51 AM

    Hi

     

    I execars.log I've got these lines :  "..Force to update the USN for agent id: xxxxxxx"

    I don't have any smcinst.log under semp folder & my sepm version is SEP 12.1.RU5. 
    I've started to update first my SEPM server before deploying any clients.

    Before with older version of SEPM, I had the same problems, and finally I had to update my clients by the remote installer.

    Hope this time, I could let SEPM do the job.



  • 8.  RE: Upgrade clients to 12.1.5 : Clients decided to reject the upgrade

    Broadcom Employee
    Posted Oct 20, 2014 11:24 AM

    Hi,

    As you mentioned earlier some computers had accepted the update, others no.

    Are those clients in specific group, specific operating system?

    Is there any difference between computers who accepted & others who did not?

     



  • 9.  RE: Upgrade clients to 12.1.5 : Clients decided to reject the upgrade

    Posted Oct 21, 2014 03:32 AM

    Hi,

    I've got updated clients & no updated in same group.
    They're all windows 7 pro x64 or 32bits.

    I see no difference between these computers..

    Regards



  • 10.  RE: Upgrade clients to 12.1.5 : Clients decided to reject the upgrade

    Posted Oct 24, 2014 09:34 AM

    Same problem here.

     

    I also see no difference between the computer that are applying the package and the others.

     

    W7 PRO 64bits.

     

    I hope someone have an answer...

     

     

    Tx!



  • 11.  RE: Upgrade clients to 12.1.5 : Clients decided to reject the upgrade

    Broadcom Employee
    Posted Oct 24, 2014 10:20 AM

    Hi,

    Could you try the following steps:

    1) Create a new group under My Company

    2) Move all those affected clients under new group.

    3) Go to common task --> Install Protection clients to computers -->  Under communication update deployment select "Create a package for Symantec Enpdoint Protection for Clients that runs on Windows computers"

    4) Use Remote Push to deploy on affected computers.

    5) After successfull deployment, assign the auto upgrade package & monitor the result.



  • 12.  RE: Upgrade clients to 12.1.5 : Clients decided to reject the upgrade

    Broadcom Employee
    Posted Oct 24, 2014 12:44 PM

    Also, do you see the client icon shows a red arrow pointing down (with an X in the corner) in the Symantec Endpoint Protection Manager (SEPM)



  • 13.  RE: Upgrade clients to 12.1.5 : Clients decided to reject the upgrade

    Posted Oct 28, 2014 11:52 AM

    I'll try that and let you know.

     

    Tx.



  • 14.  RE: Upgrade clients to 12.1.5 : Clients decided to reject the upgrade

    Posted Oct 28, 2014 04:39 PM

    Hi,

     

    Same result.

     

    For the icon in SEPM, no.

    Only green, online.

     

     

    Tx.