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Installation of Symantec Mail Security for Microsoft Exchange (SMSMSE) fails to complete while updating the virus definitions components.

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Article ID: 162440

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Updated On:

Products

Mail Security for Microsoft Exchange

Issue/Introduction

During an installation of Symantec Mail Security for Microsoft Exchange (SMSMSE) the installation reaches the point where the virus definitions module is being updated.  An error condition occurs causing the installation to roll back.

From reviewing the verbose installation log located in:  C:\SmsmseSetupLogs you have discovered the following error section:

 

Action 12:01:20: .
: Updating virus definitions, please wait ...
MSI (s) (6C!9C) [12:01:20:716]: Closing MSIHANDLE (3304) of type 790531 for thread 3228
MSI (s) (6C!9C) [12:01:20:716]: Creating MSIHANDLE (3305) of type 790531 for thread 3228
-- SAVFMSEInst.dll MSI_Logging -- isInstaller64Bit
MSI (s) (6C!9C) [12:01:20:718]: Closing MSIHANDLE (3305) of type 790531 for thread 3228
MSI (s) (6C!9C) [12:01:20:718]: Creating MSIHANDLE (3306) of type 790531 for thread 3228
-- SAVFMSEInst.dll MSI_Logging -- Installer is 64 bit
MSI (s) (6C!9C) [12:01:20:720]: Closing MSIHANDLE (3306) of type 790531 for thread 3228
MSI (s) (6C!9C) [12:01:20:747]: Creating MSIHANDLE (3307) of type 790531 for thread 3228
-- SAVFMSEInst.dll MSI_Logging -- Open the below URL in Web Browser to get more information
MSI (s) (6C!9C) [12:01:20:747]: Closing MSIHANDLE (3307) of type 790531 for thread 3228
MSI (s) (6C!9C) [12:01:20:747]: Creating MSIHANDLE (3308) of type 790531 for thread 3228
-- SAVFMSEInst.dll MSI_Logging -- http://www.symantec.com/techsupp/servlet/ProductMessages?product=SMSMSE&build=symantec_ent&version=7.5.1.83&language=english&module=install&error=1&upgrade=2&HResult=2042&A=0&C=6.1.7601-2-3-274-0.0&D=14.3.248.2
MSI (s) (6C!9C) [12:01:20:749]: Closing MSIHANDLE (3308) of type 790531 for thread 3228
CustomAction fnDoDefUpdate returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
MSI (s) (6C:D8) [12:01:20:751]: Closing MSIHANDLE (3302) of type 790542 for thread 8960
Action ended 12:01:20: fnDoDefUpdate. Return value 3.

Cause

During the installation of Symantec Mail Security for Microsoft Exchange (SMSMSE) the ducclib.dll is loaded during the process of installing the definitions components.  If an alternate copy of ducclib.dll exists within C:\Windows\Installer from a previous installation (successful or not) of any Symantec product that utilizes Virus Definitions it can result in the failure to load the module properly resulting in an unsuccessful installation of Symantec Mail Security for Microsoft Exchange (SMSMSE).

Resolution

Delete the ducclib.dll from the windows installer folder.

Note: By default, C:\windows\installer folder is not visible in windows explorer. You can perform step 1 below to make the folder visible

  1. Within any directory click on Tools>Folder options (You may need to press the Alt key to make the menu bar visible).  Under the "View" tab uncheck “Hide Protected operating system files (Recommended)”. This will prompt a warning message from Windows asking for permission to uncheck this option. Choosing "yes" will enact the change allowing visibility of the Installer directory.
     
    Once you unchecked this option, \installer folder will be visible under C:\Windows.
     
  2. Navigate to C:\Windows\Installer.  Search for and delete any discovered instance of  ducclib.dll
  3. Perform new installation of SMSMSE.