Symantec Endpoint Protection Manager installation rolls back.

Products

Endpoint Protection

Issue/Introduction

Installation of the Symantec Endpoint Protection Manager (SEPM) fails. Attempting installing to another drive or partition does not resolve the issue. Using the Cleanwipe tool and then attempting the reinstall is likewise unsuccessful.

At the end of the Symantec Endpoint Protection Manager installation a rollback is performed.

Install of the Symantec Endpoint Protection Manager fails with a return code 3 in SEPM_INST.log
Install of the Symantec Endpoint Protection Manager fails with a error 1603 in SEPM_INST.log
Install of the Symantec Endpoint Protection Manager fails at the point of configuring IIS

An example from the SEPM_INST.log:

MSI (s) (50:EC) [17:46:49:796]: MainEngineThread is returning 1603
MSI (s) (50:C0) [17:46:49:796]: Destroying RemoteAPI object.
MSI (s) (50:E0) [17:46:49:796]: Custom Action Manager thread ending.
MSI (c) (50:D8) [17:46:49:843]: Back from server. Return value: 1603
MSI (c) (50:D8) [17:46:49:843]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied. Counter after decrement: -1
MSI (c) (50:D8) [17:46:49:843]: PROPERTY CHANGE: Deleting SECONDSEQUENCE property. Its current value is '1'.
Koniec działania 17:46:49: ExecuteAction. Return value 3. ( End of action - return code 3 )
MSI (c) (50:D8) [17:46:49:843]: Doing action: SetupCompleteError
Działanie 17:46:49: SetupCompleteError.
Początek działania 17:46:49: SetupCompleteError.
Działanie 17:46:49: SetupCompleteError. Dialog created
Koniec działania 17:46:55: SetupCompleteError. Return value 2. ( End of action - return code 2 )
Koniec działania 17:46:55: INSTALL. Return value 3. ( End of action - return code 3 )
MSI (c) (50:D8) [17:46:56:046]: Destroying RemoteAPI object.
MSI (c) (50:24) [17:46:56:062]: Custom Action Manager thread ending.

Cause

Running the SymHelp tool to check for potential installation issues can often reveal the cause of the failure.

SEPM installation failures have been known to stem from a corrupted Windows Script Environment or from conflicts with previous installations of LiveUpdate. However, these are not the only causes.

Resolution

Reinstall Windows Script Environment

- Windows XP
  
  Windows Script 5.7 for Windows XP
  http://www.microsoft.com/downloads/details.aspx?familyid=47809025-D896-482E-A0D6-524E7E844D81&displaylang=en
  
  Windows Script 5.6 for Windows XP and Windows 2000
  http://www.microsoft.com/downloads/details.aspx?displaylang=en&FamilyID=c717d943-7e4b-4622-86eb-95a22b832caa
- Windows 2003
  
  Windows Script 5.7 for Windows Server 2003
  http://www.microsoft.com/downloads/details.aspx?familyid=F00CB8C0-32E9-411D-A896-F2CD5EF21EB4&displaylang=en
  
  Windows Script 5.6 for Windows Server 2003
  http://www.microsoft.com/downloads/details.aspx?FamilyID=887fce82-e3f5-4289-a5e3-6cbb818623aa&displaylang=en
- Windows 2000
  
  Windows Script 5.6 for Windows XP and Windows 2000
  http://www.microsoft.com/downloads/details.aspx?displaylang=en&FamilyID=c717d943-7e4b-4622-86eb-95a22b832caa
Uninstall and Delete LiveUpdate
- Uninstall LiveUpdate via Add or Remove Programs
- Delete the following folders:
  - \Documents and Settings\All Users\Application Data\Symantec\LiveUpdate
  - \Program Files\Symantec\LiveUpdate
- Install the Symantec Endpoint Protection Manager, using either the latest available LiveUpdate client software or the exact version that shipped with SEP. LiveUpdate client software can be downloaded from the articles referenced below.
Make sure UAC is not enabled in the registry (Source: https://gallery.technet.microsoft.com/Registry-Key-to-Disable-UAC-45d0df25).
- Click Start, click Run, type regedit, and then click Enter.
- If prompted to enter your credentials, click on Yes to continue.
- Navigate to the following registry subkey:
  HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Policies\System
- In the details pane (Right Pane), locate the EnableLUA key (REG_DWORD type). Double click to Modify. In the Value data box, type 0 (zero), and then click OK.
- Exit Registry Editor, and then restart the computer.

Applies To

Symantec Endpoint Protection 12.1.x and 14.x