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Client will not install if Dell Data Protection | Access or Dell Embassy Trust Suite is also installed on the computer

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Article ID: 163444

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Updated On:

Products

Symantec Products

Issue/Introduction

Symantec Endpoint Protection Small Business Edition cloud (SEP SBE) fails to install if Dell Data Protection | Access or Dell Embassy Trust Suite is installed on the computer.

Cause

While installing the SEP SBE client, you get an alert that Dell Data Protection | Access or Dell Embassy Trust Suite must be uninstalled to continue.

Check the Norton Installer logs present under C:\Programdata\NortonInstaller\log\

2015-10-09-12-49-06-526 : 0x1130 : Information : start: Loading IncompatibleApps
2015-10-09-12-49-06-526 : 0x1130 : Information : Unable to delete published results DING\ReturnCode
2015-10-09-12-49-06-526 : 0x1130 : Information : Blocking Apps business reason value set to 0xffffffff : force(Soft)
2015-10-09-12-49-06-526 : 0x1130 : Information : Blocking reason not set. Showing all blocking apps
2015-10-09-12-49-06-526 : 0x1130 : Information : incompatible app detected [{ABBA2EA4-740E-4052-902B-9CA70B081E3F}]: Dell Data Protection | Access
2015-10-09-12-49-06-526 : 0x1130 : Information : Blocking Apps business reason value set to 0xffffffff : force(Hard)
2015-10-09-12-49-06-526 : 0x1130 : Information : Blocking reason not set. Showing all blocking apps
2015-10-09-12-49-06-526 : 0x1130 : Information : finish: Loading IncompatibleApps

Resolution

  1. Uninstall Dell Data Protection | Access or Dell Embassy Trust Suite from the computer.
  2. Download and install the SEP SBE client.

If you continue to receive the same error message, perform the following steps.

  1. Open the Windows registry editor. This tool can be opened by searching for regedit in the Start menu.
  2. Back up the Windows registry.
  3. Navigate to the following key:

    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall
     
  4. Delete the following key:

    {ABBA2EA4-740E-4052-902B-9CA70B081E3F}