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Wizard was interrupted when trying to install SEP. Windows 7 64bit

Created: 28 Apr 2012 | 23 comments

I have installed SEP on my computer before.  When the HD on my computer failed, I backed my files up on another HD and had the HD replaced.  The new HD gave me a clean reboot of windows 7 and I brought my documents/pics/music back onto my computer with the new HD.  When I went to re-install SEP, it started giving me the intallation interrupted error and I have no idea how to fix it.  There isn't really anything on my computer as far as I can tell.  Please help me out.  Thank you.

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P_K_'s picture

Can you please get us the SEP_Inst.log

Go to run and type %temp%

You will get the SEP_Inst.log

In the log serach for  RETURN VALUE 3 and paste 10 lines before that.

Paste all instances of that.

MCT MCSE-2012 Symantec Technical Specialist (SCTS)

Smashby's picture

Of note, if I try to install after this failure to install that I described, it provides me with a window that says: "Symantec Endpoint Protection has detected that there are pending system changes that require a reboot.  Please reboot the system and rerun the installation."

I have followed the advice and rebooted many times now without any results.

P_K_'s picture

Try this

Open the Registry Editor and Navigate to

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\SessionManager and locate
PendingFileRenameOperations and rename it to PendingFileRenameOperations2 and then try to install the product.

 

https://www-secure.symantec.com/connect/articles/pending-file-rename-operations

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/business/support/index?page=content&id=TECH95608

MCT MCSE-2012 Symantec Technical Specialist (SCTS)

Smashby's picture

I entered the subset you mentioned but that item does not exist in my registry.

P_K_'s picture

Did you tried these

 

Primary Solution:
 

  1. In the registry, navigate to:
    HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\SessionManager\

2. Back up the registry key.

3. Delete the PendingFileRenameOperations registry value from the right pane.

4. Install the software without restarting the computer first (Restarting the computer may result in the registry key being placed back in the registry before installation.)

5. Restore the registry key from the backup location.

Note: If you do not find the PendingFileRenameOperations registry value in the location above, this error message can be generated if the PendingFileRenameOperations registry value exists in the following location(s):
HKEY_LOCAL_MACHINE\SYSTEM\CurrentSetXXX\Control\SessionManager\

Secondary Solution:

1. Look at the registry value to see what applications are pending.

2. In the registry, navigate to:

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\SessionManager\PendingFileRenameOperations

3. Locate all entries with a status of "Pending."

4. Rename the value of that entry, placing a "2" on the end of PendingFileRenameOperations.

5. Restart the computer.
 

MCT MCSE-2012 Symantec Technical Specialist (SCTS)

Smashby's picture

I tried both of those possibilities and neither worked.  Still the same response.

P_K_'s picture

In %temp% do you see a text file starting with MSI and having some numbers?

MCT MCSE-2012 Symantec Technical Specialist (SCTS)

P_K_'s picture

Serach for Symantec Endpoint Protection in them, one in which you find that is the inst.log

Get the 10 line before RETURN VALUE from that

MCT MCSE-2012 Symantec Technical Specialist (SCTS)

Smashby's picture

 

Here are the two instances of 'Return value 3' that I found.  The second instance was less than 10 lines from the first instance.
 
 
MSI (c) (68!58) [13:16:25:307]: PROPERTY CHANGE: Adding REBOOTREQUIREDOSAUTOUPDATE property. Its value is '1'.
MSI (c) (68:8C) [13:16:25:307]: Closing MSIHANDLE (867) of type 790542 for thread 2204
Action ended 13:16:25: IsRebootRequiredOSAutoUpdate.B754A361_3344_430B_92FF_8F9A227A6B90. Return value 1.
MSI (c) (68:9C) [13:16:25:307]: Doing action: LaunchConditions
Action 13:16:25: LaunchConditions. Evaluating launch conditions
Action start 13:16:25: LaunchConditions.
Info 2898.For Tahoma8 textstyle, the system created a 'Tahoma' font, in 0 character set.
Info 2835.The control ErrorIcon was not found on dialog SetupError.
Symantec Endpoint Protection has detected that there are pending system changes that require a reboot.  Please reboot the system and rerun the installation.
MSI (c) (68:9C) [13:42:36:742]: Product: Symantec Endpoint Protection -- Symantec Endpoint Protection has detected that there are pending system changes that require a reboot.  Please reboot the system and rerun the installation.
 
Action ended 13:42:36: LaunchConditions. Return value 3.
 
MSI (c) (68:9C) [13:42:36:758]: Doing action: SetupCompleteError
Action 13:42:36: SetupCompleteError. 
Action start 13:42:36: SetupCompleteError.
Info 2898.For TahomaBold10 textstyle, the system created a 'Tahoma' font, in 0 character set.
Action 13:42:36: SetupCompleteError. Dialog created
MSI (c) (68:FC) [13:42:36:867]: Note: 1: 2731 2: 0 
Action ended 13:42:39: SetupCompleteError. Return value 2.
Action ended 13:42:39: INSTALL. Return value 3.

 

Beppe's picture

Hi,

this is what's going on:

1) first attempt of SEP installation

2) failure => logs of the first failure

3) roll back of the first failed SEP installation (it requires a reboot to be completed but you are not notified of that)

4) second attempt of SEP installation

5) new failure but because of pending activities to complete the roll back at (3) => logs of the second failure shows the reason of this expected second failure and overwrite the reason of the first failure

Hence, troubleshooting of the second failure (looking for pending activities in the registry) is pointless as it does not fix the issue of the first failure but just an expected behavior in case of a second attempt of SEP installation.

Here is what you have to do:

1) reboot the system to get rid of pending activities

2) clean up the %tmp% folder

3) try to install SEP only once, you should not get a request for reboot in case of failure

4) go to %tmp%, take the new SEP_INST.LOG and post it here

 

 

Regards,

Giuseppe

Smashby's picture

 

Below are the return value 3 instances from the more recent reboot, install once, SEP_log.

 

Action 9:58:01: InstallLiveUpdate.479D9157_6569_48B2_97C9_6F35A45064AC. 

MSI (s) (A8:0C) [09:58:01:981]: Executing op: CustomActionSchedule(Action=InstallLiveUpdate.479D9157_6569_48B2_97C9_6F35A45064AC,ActionType=3073,Source=BinaryData,Target=InstallLiveUpdate,CustomActionData=C:\Users\SAMASH~1\AppData\Local\Temp\AZXHSPDQ\LiveUpdate\lucheck.exe)
MSI (s) (A8:0C) [09:58:01:981]: Creating MSIHANDLE (5271) of type 790536 for thread 1036
MSI (s) (A8:A8) [09:58:01:981]: Invoking remote custom action. DLL: C:\Windows\Installer\MSICDF9.tmp, Entrypoint: InstallLiveUpdate
MSI (s) (A8!30) [09:58:02:074]: Creating MSIHANDLE (5272) of type 790531 for thread 1328
LUCA: InstallLiveUpdate enter.
MSI (s) (A8!30) [09:58:02:074]: Closing MSIHANDLE (5272) of type 790531 for thread 1328
MSI (s) (A8!30) [09:58:02:074]: Creating MSIHANDLE (5273) of type 790531 for thread 1328
LUCA: C:\Users\SAMASH~1\AppData\Local\Temp\AZXHSPDQ\LiveUpdate\lucheck.exe
MSI (s) (A8!30) [09:58:02:074]: Closing MSIHANDLE (5273) of type 790531 for thread 1328
MSI (s) (A8!30) [09:58:02:074]: Creating MSIHANDLE (5274) of type 790531 for thread 1328
LUCA: InstallLiveUpdate : CreateProcessAndWait( LUCHECK.EXE ) returned 2011750834
MSI (s) (A8!30) [09:58:02:074]: Closing MSIHANDLE (5274) of type 790531 for thread 1328
CustomAction InstallLiveUpdate.479D9157_6569_48B2_97C9_6F35A45064AC returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
MSI (s) (A8:A8) [09:58:02:074]: Closing MSIHANDLE (5271) of type 790536 for thread 1036
Action ended 9:58:02: InstallFinalize. Return value 3.
 
MSI (s) (A8:0C) [09:58:11:934]: Entering MsiProvideAssembly. AssemblyName: policy.8.0.Microsoft.VC80.ATL,type="win32-policy",version="8.0.50727.762",publicKeyToken="1fc8b3b9a1e18e3b",processorArchitecture="x86", AppContext: , InstallMode: -4
MSI (s) (A8:0C) [09:58:11:934]: Pathbuf: 0, pcchPathBuf: 0
MSI (s) (A8:0C) [09:58:11:934]: MsiProvideAssembly is returning: 1607
MSI (s) (A8:0C) [09:58:11:980]: Entering MsiProvideAssembly. AssemblyName: policy.8.0.Microsoft.VC80.ATL,type="win32-policy",version="8.0.50727.762",publicKeyToken="1fc8b3b9a1e18e3b",processorArchitecture="amd64", AppContext: , InstallMode: -4
MSI (s) (A8:0C) [09:58:11:980]: Pathbuf: 0, pcchPathBuf: 0
MSI (s) (A8:0C) [09:58:11:980]: MsiProvideAssembly is returning: 1607
MSI (s) (A8:0C) [09:58:11:980]: Entering MsiProvideAssembly. AssemblyName: policy.8.0.Microsoft.VC80.ATL,type="win32-policy",version="8.0.50727.762",publicKeyToken="1fc8b3b9a1e18e3b",processorArchitecture="amd64", AppContext: , InstallMode: -4
MSI (s) (A8:0C) [09:58:11:980]: Pathbuf: 0, pcchPathBuf: 0
MSI (s) (A8:0C) [09:58:11:980]: MsiProvideAssembly is returning: 1607
MSI (s) (A8:0C) [09:58:12:058]: Entering MsiProvideAssembly. AssemblyName: Microsoft.VC80.ATL,type="win32",version="8.0.50727.762",publicKeyToken="1fc8b3b9a1e18e3b",processorArchitecture="x86", AppContext: , InstallMode: -4
MSI (s) (A8:0C) [09:58:12:058]: Pathbuf: 0, pcchPathBuf: 0
MSI (s) (A8:0C) [09:58:12:058]: MsiProvideAssembly is returning: 1607
MSI (s) (A8:0C) [09:58:12:058]: Entering MsiProvideAssembly. AssemblyName: Microsoft.VC80.ATL,type="win32",version="8.0.50727.762",publicKeyToken="1fc8b3b9a1e18e3b",processorArchitecture="x86", AppContext: , InstallMode: -4
MSI (s) (A8:0C) [09:58:12:058]: Pathbuf: 0, pcchPathBuf: 0
MSI (s) (A8:0C) [09:58:12:058]: MsiProvideAssembly is returning: 1607
MSI (s) (A8:0C) [09:58:12:168]: Entering MsiProvideAssembly. AssemblyName: Microsoft.VC80.ATL,type="win32",version="8.0.50727.762",publicKeyToken="1fc8b3b9a1e18e3b",processorArchitecture="amd64", AppContext: , InstallMode: -4
MSI (s) (A8:0C) [09:58:12:168]: Pathbuf: 0, pcchPathBuf: 0
MSI (s) (A8:0C) [09:58:12:168]: MsiProvideAssembly is returning: 1607
MSI (s) (A8:0C) [09:58:12:168]: Entering MsiProvideAssembly. AssemblyName: Microsoft.VC80.ATL,type="win32",version="8.0.50727.762",publicKeyToken="1fc8b3b9a1e18e3b",processorArchitecture="amd64", AppContext: , InstallMode: -4
MSI (s) (A8:0C) [09:58:12:168]: Pathbuf: 0, pcchPathBuf: 0
MSI (s) (A8:0C) [09:58:12:183]: MsiProvideAssembly is returning: 1607
MSI (s) (A8:0C) [09:58:12:355]: Note: 1: 2318 2:  
MSI (s) (A8:0C) [09:58:12:355]: Calling SRSetRestorePoint API. dwRestorePtType: 13, dwEventType: 103, llSequenceNumber: 32, szDescription: "".
MSI (s) (A8:0C) [09:58:12:355]: The call to SRSetRestorePoint API succeeded. Returned status: 0.
MSI (s) (A8:0C) [09:58:12:355]: Unlocking Server
MSI (s) (A8:0C) [09:58:12:370]: PROPERTY CHANGE: Deleting UpdateStarted property. Its current value is '1'.
Action ended 9:58:12: INSTALL. Return value 3.
 
 
Property(S): MsiRebootActionScheduled = 1
Property(S): RestartServices.D8CB2A9F_8EC6_4EF2_B650_B6951138D94F = Wlansvc,EapHost
Property(S): ProductToBeRegistered = 1
MSI (s) (A8:0C) [09:58:12:495]: MainEngineThread is returning 1603
MSI (s) (A8:B8) [09:58:12:495]: User policy value 'DisableRollback' is 0
MSI (s) (A8:B8) [09:58:12:495]: Machine policy value 'DisableRollback' is 0
MSI (s) (A8:B8) [09:58:12:495]: Incrementing counter to disable shutdown. Counter after increment: 0
MSI (s) (A8:B8) [09:58:12:495]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2 
MSI (s) (A8:B8) [09:58:12:495]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2 
MSI (s) (A8:B8) [09:58:12:495]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied.  Counter after decrement: -1
MSI (s) (A8:B8) [09:58:12:495]: Restoring environment variables
MSI (s) (A8:B8) [09:58:12:542]: Destroying RemoteAPI object.
MSI (s) (A8:30) [09:58:12:542]: Custom Action Manager thread ending.
MSI (c) (E4:74) [09:58:12:542]: Back from server. Return value: 1603
MSI (c) (E4:74) [09:58:12:542]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied.  Counter after decrement: -1
MSI (c) (E4:74) [09:58:12:542]: PROPERTY CHANGE: Deleting SECONDSEQUENCE property. Its current value is '1'.
Action ended 9:58:12: ExecuteAction. Return value 3.
 
 
Property(S): MsiRebootActionScheduled = 1
Property(S): RestartServices.D8CB2A9F_8EC6_4EF2_B650_B6951138D94F = Wlansvc,EapHost
Property(S): ProductToBeRegistered = 1
MSI (s) (A8:0C) [09:58:12:495]: MainEngineThread is returning 1603
MSI (s) (A8:B8) [09:58:12:495]: User policy value 'DisableRollback' is 0
MSI (s) (A8:B8) [09:58:12:495]: Machine policy value 'DisableRollback' is 0
MSI (s) (A8:B8) [09:58:12:495]: Incrementing counter to disable shutdown. Counter after increment: 0
MSI (s) (A8:B8) [09:58:12:495]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2 
MSI (s) (A8:B8) [09:58:12:495]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2 
MSI (s) (A8:B8) [09:58:12:495]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied.  Counter after decrement: -1
MSI (s) (A8:B8) [09:58:12:495]: Restoring environment variables
MSI (s) (A8:B8) [09:58:12:542]: Destroying RemoteAPI object.
MSI (s) (A8:30) [09:58:12:542]: Custom Action Manager thread ending.
MSI (c) (E4:74) [09:58:12:542]: Back from server. Return value: 1603
MSI (c) (E4:74) [09:58:12:542]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied.  Counter after decrement: -1
MSI (c) (E4:74) [09:58:12:542]: PROPERTY CHANGE: Deleting SECONDSEQUENCE property. Its current value is '1'.
Action ended 9:58:12: ExecuteAction. Return value 3.
MSI (c) (E4:74) [09:58:12:542]: Doing action: SetupCompleteError
Action 9:58:12: SetupCompleteError. 
Action start 9:58:12: SetupCompleteError.
Action 9:58:12: SetupCompleteError. Dialog created
Action ended 9:58:30: SetupCompleteError. Return value 2.
Action ended 9:58:30: INSTALL. Return value 3.

 

John Q.'s picture

Which version of SEP are you trying to install? Such problems should be resolved in SEP 11.0 RU6a.

I would even recommend you to install a more recent release of SEP (RU7 or newer), as older builds are not supported on Windows 7 SP1 (http://www.symantec.com/docs/TECH167664).

 

Please remember to mark the proper comment as SOLUTION:
 - to identify threads that do not require further assistance
 - to let other visitors know how to fix such issue

Smashby's picture

 

I'm not sure which version I am installing since it is just a version my school gives out to the students.  If I need to install a newer version, where can I download it?  Also, If I download a newer version somewhere, I would probably need to log in or have the Symantec system see me as being a part of the licensing deal with my school and I don't know how I do that.

 

I did have this same version installed on this computer as of 3 days ago though.  I am only having to re-install due to the failed HD that I replaced.

Beppe's picture

Hi,

the school is then responsible to download and give you an updated version of the product.

If installing SEP is required by the school, they should also assist you further in resolving this issue, eventually by contact the Symantec Support Service and get a deeper analysis of the issue.

 

Regards,

Giuseppe

Smashby's picture

I don't know what I'm supposed to do now.  Can someone please give me some more support here?  Thank you.

P_K_'s picture

Try this and see if this helps

Re-register MSI by:

 
Start run -> msiexec /unregserver ->click OK
 
then
 
Start run -> msiexec /regserver ->click OK
 
 
Reference: http://www.symantec.com/connect/forums/i-cant-uninstall-or-remove-feature-endpoint-client-my-manager-server
 
 
 
Incase upon Registering the MSI , Receive Error: "Process marked for deletion"
 
1) Install Windows Installer 4.5 Redistributable on the server and restarted the server.
 
http://www.microsoft.com/downloads/details.aspx?FamilyID=5a58b56f-60b6-4412-95b9-54d056d6f9f4&displaylang=en
 
2) Re-register MSI by:
 
Start run -> msiexec /unregserver ->click OK
 
then
 
Start run -> msiexec /regserver ->click OK
 
3) Uninstall Liveupdate and Check if the Windows Installer service is in Stopped mode and type is Manual.
 
4) Re - run the Setup.exe file for Symantec Endpoint Protection
 

 

MCT MCSE-2012 Symantec Technical Specialist (SCTS)

Smashby's picture

Thanks.  How do I check if the windows installer service is in stopped mode and in manual?  I'm not sure where to see this or how to modify it depending on what I find.

Jason1222's picture

As DCOMP indicated above, you can either "remove UAC" from the machine.

* * * * Steps to remove UAC * * * *

http://windows.microsoft.com/en-us/windows-vista/Turn-User-Account-Control-on-or-off

* * * * * * * * * *

Or you can "right-click" the package you are trying to install and "install as administrator".  This will begin the installation of the software with "elevated priviledges"

* * * * * * * *

Is your system up to date?  Have you installed SP1 for Windows 7 and aplicable updates?

* * * * * * * * *

Is this a "clean install" or was a restore disk used?

If a restore disk was used, do you already have an AV/Firewall combination that was installed?

P_K_'s picture

Unregister and re-register the Windows Installer
 

  1. Click Start, click Run, type MSIEXEC /UNREGISTER, and then click OK. Even if you do this correctly, it may look like nothing occurs.
2. Click Start, click Run, type MSIEXEC /REGSERVER, and then click OK. Even if you do this correctly, it may look like nothing occurs, or you may briefly see an hourglass.
Then try to run the Install again. If it works good else come to the next step

MCT MCSE-2012 Symantec Technical Specialist (SCTS)