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Unable to install SEP client 12.1.2015.2015

Migration User

Migration UserFeb 26, 2013 09:32 AM

ℬrίαη

ℬrίαηFeb 26, 2013 09:37 AM

Migration User

Migration UserFeb 27, 2013 02:56 PM

Migration User

Migration UserFeb 28, 2013 06:09 AM

Migration User

Migration UserFeb 28, 2013 08:30 AM

Migration User

Migration UserFeb 28, 2013 09:44 AM

  • 1.  Unable to install SEP client 12.1.2015.2015

    Posted Feb 26, 2013 09:19 AM

    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?



  • 2.  RE: Unable to install SEP client 12.1.2015.2015

    Posted Feb 26, 2013 09:22 AM

    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


  • 3.  RE: Unable to install SEP client 12.1.2015.2015

    Posted Feb 26, 2013 09:26 AM

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



  • 4.  RE: Unable to install SEP client 12.1.2015.2015

    Posted Feb 26, 2013 09:32 AM
      |   view attached

    Attached.  Thanks in advance.

     

     

    Attachment(s)

    zip
    SEP_INST_62.zip   53 KB 1 version


  • 5.  RE: Unable to install SEP client 12.1.2015.2015

    Posted Feb 26, 2013 09:37 AM

    What OS are you trying to install on?



  • 6.  RE: Unable to install SEP client 12.1.2015.2015

    Posted Feb 26, 2013 09:40 AM

    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



  • 7.  RE: Unable to install SEP client 12.1.2015.2015

    Posted Feb 26, 2013 10:34 AM

    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.



  • 8.  RE: Unable to install SEP client 12.1.2015.2015

    Posted Feb 26, 2013 10:49 AM

    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



  • 9.  RE: Unable to install SEP client 12.1.2015.2015

    Posted Feb 26, 2013 10:54 AM

    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



  • 10.  RE: Unable to install SEP client 12.1.2015.2015

    Posted Feb 26, 2013 03:03 PM

    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. 



  • 11.  RE: Unable to install SEP client 12.1.2015.2015

    Posted Feb 26, 2013 03:54 PM

    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?



  • 12.  RE: Unable to install SEP client 12.1.2015.2015

    Posted Feb 26, 2013 05:40 PM

    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.



  • 13.  RE: Unable to install SEP client 12.1.2015.2015

    Posted Feb 27, 2013 10:00 AM

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



  • 14.  RE: Unable to install SEP client 12.1.2015.2015

    Posted Feb 27, 2013 02:45 PM

    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.



  • 15.  RE: Unable to install SEP client 12.1.2015.2015

    Posted Feb 27, 2013 02:49 PM

    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/new-cleanwipe-version-introuduced-sep-121-ru2



  • 16.  RE: Unable to install SEP client 12.1.2015.2015

    Posted Feb 27, 2013 02:56 PM

    It was Cleanwipe v12.1.1101.401.



  • 17.  RE: Unable to install SEP client 12.1.2015.2015

    Posted Feb 28, 2013 06:09 AM

    Verify UAC is off on Win7 machine.



  • 18.  RE: Unable to install SEP client 12.1.2015.2015

    Posted Feb 28, 2013 08:30 AM

    UAC is turned off.



  • 19.  RE: Unable to install SEP client 12.1.2015.2015

    Posted Feb 28, 2013 08:37 AM

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

    tried the manual uninstall.

    http://www.symantec.com/business/support/index?page=content&id=TECH102261



  • 20.  RE: Unable to install SEP client 12.1.2015.2015

    Posted Feb 28, 2013 08:44 AM

    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



  • 21.  RE: Unable to install SEP client 12.1.2015.2015

    Posted Feb 28, 2013 09:44 AM

    %USERPROFILE%\AppData\Roaming