Installation Guidelines for Repairing Symantec Endpoint Encryption (installing the same version and build over the top of an existing SEE Client)

Products

• Endpoint Encryption
• Desktop Email Encryption
• Drive Encryption
• Encryption Management Server
• File Share Encryption
• Gateway Email Encryption
• PGP Command Line
• PGP Key Management Server
• PGP Key Mgmt Client Access and CLI API
• PGP SDK

Issue/Introduction

This article goes over some general information on how to upgrade SEE Clients. 

All current versions of SEE Clients now have a single installer and it is no longer necessary to upgrade components separately. If you have questions about adding/removing components for Symantec Endpoint Encryption, please reach out to Symantec Encryption Support for further guidance.

For information on how to install Symantec Endpoint Encryption client, see the following article:

252118 - Installing the Symantec Endpoint Encryption Client (SEE Client)

 

For assistance installing Symantec Endpoint Encryption Management Server (SEE MS), see the following article:

179347 - HOW TO: Install Symantec Endpoint Encryption Management Server (SEE Management Server)

Resolution

Table of Contents

• Scenario 1 - Net-New Installation - Installing SEE 11.4 Build 3000 for the first time:
• Scenario 2 - Upgrade - Same Version, but different build number (11.3.1 Build 1000 11.3.1 Build 1001):
• Scenario 3 - Upgrade - Different Versions and build numbers (11.3.1 Build 1000 to 11.3.1 MP1 Build 2000)
• Scenario 4 - Upgrade - Different Versions and build numbers (11.3.1 Build 1000 to 11.4 Build 3000)
• Scenario 5 - Installing the same Version and Build over the top of the same version and build
• Important Caution

 

When attempting to install the same version and build of the SEE Client over the top of an existing client, the proper operation is to run the "repair" outlined in Scenario 5.  In order to do a repair, an option will be used during the installation via command line called "reinstallmode".

It is important to understand that this reinstallmode option is a special option when doing repairs.  It should never be used for new installations or upgrades as this can cause critical failures in machines.

Using the reinstallmode option does a customized installer that should be used only for a repair when doing the same version and build. 

 

 

Scenario 1 - Net-New Installation - Installing SEE 11.4 Build 3000 for the first time:

If you are installing SEE 11.4 Build 3000 for the first time, meaning SEE has not been installed yet, then you will *not* use the reinstallmode, because you are installing a net-new SEE Client on the machine.

Note: It is critical that the reinstallmode=vemus option is never used for this scenario. 

 

Scenario 2 - Upgrade - Same Version, but different build number (11.3.1 Build 1000 11.3.1 Build 1001):

If you are installing SEE 11.3.1 Build 1000, and you want to install SEE 11.3.1 Build 1001, you will *not* use the reinstallmode, because you are installing a new build number.  The version is the same, but the build number being different will allow you to do a regular installation, such as the following:

msiexec /i SEEClientInstall.msi /l*vx c:\SEEClientInstall.log

Note: It is critical that the reinstallmode=vemus option is never used for this scenario. 

 

Scenario 3 - Upgrade - Different Versions and build numbers (11.3.1 Build 1000 to 11.3.1 MP1 Build 2000)

If you are installing SEE 11.3.1 Build 1000 and you want to install SEE 11.3.1 MP1 Build 2000, you will *not* use the reinstallmode, because you are installing a new build number.  The version is the same, but the build number being the same will allow you to do a regular installation, such as the following:

msiexec /i SEEClientInstall.msi /l*vx c:\SEEClientInstall.log

Note: It is critical that the reinstallmode=vemus option is never used for this scenario.

 

Scenario 4 - Upgrade - Different Versions and build numbers (11.3.1 Build 1000 to 11.4 Build 3000)

If you are installing SEE 11.3.1 Build 1000 and you want to upgrade to SEE 11.4 Build 3000, you will *not* use the reinstallmode, because you are installing a new build number.  The version is the same, but the build number being the same will allow you to do a regular installation, such as the following:

msiexec /i SEEClientInstall.msi /l*vx c:\SEEClientInstall.log

Note: It is critical that the reinstallmode=vemus option is never used for this scenario.

 

Scenario 5 - Installing the same Version and Build over the top of the same version and build

If you want to install SEE 11.4 Build 3000 over the top of SEE 11.4 Build 3000, please reach out to Support for further guidance as this option is not supported for repairs even though the popup says it should be used.

This error is incorrect and should not be used to do any sort of "repairs".

"Error: Incorrect parameters are passed to modify product, please pass REINSTALLMODE=vemus and ADDLOCAL=ALL to modify the product"

 

Note: It is critical that the reinstallmode=vemus option is never used for this scenario.

 

This error appears if you are trying to install the SEE Client on a machine that has the same version and build.  For example, 11.3.1 Build 1000 is installed and you are trying to install 11.3.1 Build 1000 again.

If you see the above screenshot, please reach out to Symantec Encryption Support for further guidance. 
ISFR-2302, EPG-28427

 

Important Caution

As shown in all the examples above, do not use the reinstallmode option for upgrades or net-new installs of the SEE Client.  This will corrupt the install and the only way to help work around this is to perform an upgrade to a newer version (this is not guaranteed to repair installations). 

Uninstallation may not even be possible and another repair will not be possible.  

Reach out to Symantec Encryption Support for further guidance and reference this article if you are getting the above error message during your installation/upgrade of Symantec Endpoint Encryption as the next steps to resolve this will be critical for a successful deployment.

For more information on upgrading, see the Upgrade Guide on the Documentation portal.

 

Additional Information

EPG-27735/ISFR-2302
EPG-28427
EPG-29064/ISFR-2448
ISFR-2449/EPG-29068

For information on how to install Symantec Endpoint Encryption client, see the following article:
252118 - Installing the Symantec Endpoint Encryption Client (SEE Client)

 

For assistance installing Symantec Endpoint Encryption Management Server (SEE MS), see the following article:
179347 - HOW TO: Install Symantec Endpoint Encryption Management Server (SEE Management Server)