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SEP Client fails to install due to LiveUpdate install failure

Migration User

Migration UserMay 09, 2009 12:38 PM

  • 1.  SEP Client fails to install due to LiveUpdate install failure

    Posted May 08, 2009 03:15 PM
    SEP needed to be installed on this specific client. SEP client cannot be reinstalled, review of the log indiciates this is due to e LiveUpdate failure. The LiveUpdate install log is listed below. I have alreayd gone threough the manual removal proceedure. Any assistance is welcome.

    5/8/2009, 19:10:47 GMT -> Started LiveUpdate Integration Log at LuIntLog0.txt
    5/8/2009, 19:10:47 GMT -> *******************
    5/8/2009, 19:10:47 GMT -> *** LuCheck log ***
    5/8/2009, 19:10:47 GMT -> *******************
    5/8/2009, 19:10:47 GMT -> Path to the current module: C:\WINDOWS\TEMP\PZFTNPPR\LiveUpdate\lucheck.exe.
    5/8/2009, 19:10:47 GMT -> About to install LiveUpdate...
    5/8/2009, 19:10:47 GMT -> About to try deleting results file(s) from previous install...
    5/8/2009, 19:10:47 GMT -> Launching "C:\WINDOWS\TEMP\PZFTNPPR\LiveUpdate\LuSetup.exe" -s -a -q -log.
    5/8/2009, 19:10:47 GMT -> Successfully launched installer; waiting for it to complete...
    5/8/2009, 19:10:49 GMT -> The LU installer has completed.
    5/8/2009, 19:10:49 GMT -> Installer process exit code = 0
    5/8/2009, 19:10:49 GMT -> Unable to find an install result file in either the default or alternate locations.
    5/8/2009, 19:10:49 GMT -> InstallLiveUpdate() was unable to locate a results file from this install.
    5/8/2009, 19:10:49 GMT -> With no information about the result of the compressed install, an install failure will be assumed.
    5/8/2009, 19:10:49 GMT -> Ended LiveUpdate Integration Log
    5/8/2009, 19:10:49 GMT -> Started LiveUpdate Integration Log at LuIntLog0.txt
    5/8/2009, 19:10:49 GMT -> *******************
    5/8/2009, 19:10:49 GMT -> *** LuCheck log ***
    5/8/2009, 19:10:49 GMT -> *******************
    5/8/2009, 19:10:49 GMT -> About to uninstall LiveUpdate...
    5/8/2009, 19:10:49 GMT -> Failed launching installer; err = 3
    5/8/2009, 19:10:49 GMT -> Failed to run uninstall.
    5/8/2009, 19:10:49 GMT -> Ended LiveUpdate Integration Log


  • 2.  RE: SEP Client fails to install due to LiveUpdate install failure

    Posted May 08, 2009 03:35 PM
    Hi,

            Please go to start...run...%temp%...go to sep_inst log file and search for "return value = 3". Please paste the logs approximate 10 lines above the line where you see this value. This would help us to isolate the issue.


  • 3.  RE: SEP Client fails to install due to LiveUpdate install failure

    Posted May 08, 2009 03:48 PM
    Sandip, the logs with the return code -3 are already posted.
    The timestamps would indicate that the 10 lines above are there as well.

    @akerekes

    Seems to be a rights issue in the temp folder.
    How did you deploy the client to the machine?  SEPM deployment?  AD deployment (MSI package GPO)?

    If you look at the machine logs, one has to assume that a previous version of Live Update already existed on the machine, and that the system unsinstalled it successfully before beginning the install of the new version.

    Have you tried connecting to the machine from an MMC console:
    - Right Click 'My computer',
    - Manage,
    - 'connect to a different computer',
    - computer name
    - Services and applications
    -  Services
    - Live Update -> Set the state to manual and stop the service.
    * * * * * *
    You will than need to uninstall Live Update manually from Add/Remove programs and will likely receive the error that Live Update is not installed and it will be removed from Add/Remove programs list.

    Manually install Live update, from the CD or from the Symantec site, ensuring to install the latest version (preferably do this with an administrative account).
    Once the proper version of LU is installed, relaunch the SEP installer.






  • 4.  RE: SEP Client fails to install due to LiveUpdate install failure

    Posted May 09, 2009 05:12 AM

    Have u cleaned the Symantec registry Values. If not try using with Cleanwipe utility



  • 5.  RE: SEP Client fails to install due to LiveUpdate install failure

    Posted May 09, 2009 08:47 AM
    You should use cleanwipe tool to clean symantec registry values


  • 6.  RE: SEP Client fails to install due to LiveUpdate install failure

    Posted May 09, 2009 12:38 PM
    What version are you trying to install?


  • 7.  RE: SEP Client fails to install due to LiveUpdate install failure

    Posted May 12, 2009 10:04 AM
    Obtained and ran cleanwipe as suggested. Installation still fails. here are the requested log files.
    The install is being sent via the unmanaged clients app. I have tried, but unsuccessfully, to install LiveUpdate Manually.
    The Client version is 11.0.4000.2295

    LUResult.txt==================================================================

    5/12/2009, 13:31:21 GMT -> Started LiveUpdate Integration Log at LuIntLog0.txt
    5/12/2009, 13:31:21 GMT -> *******************
    5/12/2009, 13:31:21 GMT -> *** LuCheck log ***
    5/12/2009, 13:31:21 GMT -> *******************
    5/12/2009, 13:31:21 GMT -> Path to the current module: C:\WINDOWS\TEMP\OGTYPPZV\LiveUpdate\lucheck.exe.
    5/12/2009, 13:31:21 GMT -> About to install LiveUpdate...
    5/12/2009, 13:31:21 GMT -> About to try deleting results file(s) from previous install...
    5/12/2009, 13:31:21 GMT -> Install results file C:\WINDOWS\TEMP\LuResult.txt exists from previous install. Attempting to delete file...
    5/12/2009, 13:31:21 GMT -> Successfully deleted install results file from previous install.
    5/12/2009, 13:31:21 GMT -> Launching "C:\WINDOWS\TEMP\OGTYPPZV\LiveUpdate\LuSetup.exe" -s -a -q -log.
    5/12/2009, 13:31:21 GMT -> Successfully launched installer; waiting for it to complete...
    5/12/2009, 13:31:22 GMT -> The LU installer has completed.
    5/12/2009, 13:31:22 GMT -> Installer process exit code = 0
    5/12/2009, 13:31:22 GMT -> Unable to find an install result file in either the default or alternate locations.
    5/12/2009, 13:31:22 GMT -> InstallLiveUpdate() was unable to locate a results file from this install.
    5/12/2009, 13:31:22 GMT -> With no information about the result of the compressed install, an install failure will be assumed.
    5/12/2009, 13:31:22 GMT -> Ended LiveUpdate Integration Log
    5/12/2009, 13:31:23 GMT -> Started LiveUpdate Integration Log at LuIntLog0.txt
    5/12/2009, 13:31:23 GMT -> *******************
    5/12/2009, 13:31:23 GMT -> *** LuCheck log ***
    5/12/2009, 13:31:23 GMT -> *******************
    5/12/2009, 13:31:23 GMT -> About to uninstall LiveUpdate...
    5/12/2009, 13:31:23 GMT -> Failed launching installer; err = 3
    5/12/2009, 13:31:23 GMT -> Failed to run uninstall.
    5/12/2009, 13:31:23 GMT -> Ended LiveUpdate Integration Log

    =================================================================================

    SEP_INST.LOG=====================================================================

    MSIASSERT - 2009-05-12-09-31-20-485 : cc::StopServiceAndDepAtAnyCost(366) : Unable to openService ccSetMgr. Error=1060:
    MSI (s) (4C:28) [09:31:20:500]: Executing op: ActionStart(Name=InstallLiveUpdate_RB.FF07F38E_78C2_412E_B858_64488E808644,,)
    MSIASSERT - StopCcSetMgrOnOverOrBrokenInstall: Unable to stop ccSetMgr:
    MSI (s) (4C:28) [09:31:20:516]: Executing op: CustomActionSchedule(Action=InstallLiveUpdate_RB.FF07F38E_78C2_412E_B858_64488E808644,ActionType=3329,Source=BinaryData,Target=UnInstallLiveUpdate,CustomActionData=C:\WINDOWS\TEMP\OGTYPPZV\LiveUpdate\lucheck.exe)
    MSI (s) (4C:28) [09:31:20:531]: Executing op: ActionStart(Name=InstallLiveUpdate.FF07F38E_78C2_412E_B858_64488E808644,,)
    MSI (s) (4C:28) [09:31:20:531]: Executing op: CustomActionSchedule(Action=InstallLiveUpdate.FF07F38E_78C2_412E_B858_64488E808644,ActionType=3073,Source=BinaryData,Target=InstallLiveUpdate,CustomActionData=C:\WINDOWS\TEMP\OGTYPPZV\LiveUpdate\lucheck.exe)
    MSI (s) (4C:9C) [09:31:20:546]: Invoking remote custom action. DLL: C:\WINDOWS\Installer\MSI6D.tmp, Entrypoint: InstallLiveUpdate
    LUCA: InstallLiveUpdate enter.
    LUCA: C:\WINDOWS\TEMP\OGTYPPZV\LiveUpdate\lucheck.exe
    LUCA: InstallLiveUpdate : CreateProcessAndWait( LUCHECK.EXE ) returned 100
    MSI (s) (4C:28) [09:31:23:099]: User policy value 'DisableRollback' is 0
    MSI (s) (4C:28) [09:31:23:099]: Machine policy value 'DisableRollback' is 0
    Action ended 9:31:23: InstallFinalize. Return value 3.


  • 8.  RE: SEP Client fails to install due to LiveUpdate install failure

    Posted May 14, 2009 06:38 PM
    Does this file (C:\WINDOWS\TEMP\LuResult.txt) actually exist before the installation attempt? The log suggest it was successfully deleted, but I was under the impression that this should have been removed already when you used cleanwipe. Can anyone confirm this?

    Grant



  • 9.  RE: SEP Client fails to install due to LiveUpdate install failure

    Posted May 15, 2009 02:48 AM
    I have logged this EXACT same call with Symantec back in December 2008. We are now at the phase were i have P2V'd the machine (we are getting the issue with around 15 machines) and they are still working on it.
    5 months later, this issue is still being worked on.
    As a result, we have had to keep legacy versions of SAV running just to cater to AV requriements.


  • 10.  RE: SEP Client fails to install due to LiveUpdate install failure

    Posted May 26, 2009 11:20 AM
    Hi,

    We have released the latest version of endpoint i.e. MR4 MP2. You can try upgrading and let us know the status.


  • 11.  RE: SEP Client fails to install due to LiveUpdate install failure

    Posted May 26, 2009 11:42 AM
    Try installing the MR4 MP2. In  that issue related to live update has been fixed.

    During installation of LiveUpdate, lucheck.exe returns an invalid error code
    Fix ID: 1545886
    Symptom: Installing Symantec Endpoint Protection fails as a result of an lucheck.exe error.
    Solution: LiveUpdate component change.


  • 12.  RE: SEP Client fails to install due to LiveUpdate install failure
    Best Answer

    Posted May 26, 2009 12:25 PM
    Using cleanwipe, nor updating the client version resolved this issue.

    I eventually discovered that there was an active malware component remaning on this PC that was preventing the install of the SEP client. Removal of this malware resolved the installation issue.


  • 13.  RE: SEP Client fails to install due to LiveUpdate install failure

    Posted May 27, 2009 01:14 AM


  • 14.  RE: SEP Client fails to install due to LiveUpdate install failure

    Posted May 27, 2009 01:42 AM
    I had the status of my call updated, telling me that the problem might be resolved in MR5, which might be two months away.
    Symantec cannot confirm either (if the fix will be realeased, or when MR5 will be released.)
    So right now, i have purchased a product that will not work in my environment, and i now have to keep a legacy copy of SAV alive to protect these machines.