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The Setup Wizard could not install all the selected components during installation on a server OS

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Article ID: 163732

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Updated On:

Products

Symantec Products

Issue/Introduction

You are trying to install Endpoint Protection Small Business Edition (Cloud) on a server OS, and the installation fails with the error stating "The Setup Wizard could not install all the selected components."

“Installation not completed. The installer could not install all the selected components. If the problem persists, please contact customer support and quote reference number xxxxxxxx."  
Note: A unique reference number will be generated on each installation attempt.

Additionally, you can find more detailed information in the HEP_Server_Install.log located in: %ProgramData%\Symantec.cloud\syminstall\HEP_Server_Install.log

Look for entries indicating SEP Install Returned: ... SEP Install Failed
Example: 2016-09-22 10:07:29.141; INF; t=5456;    WinMain(204) : SEP Install Returned: [RetCode: 0] [ExitCode: 1622]
2016-09-22 10:07:29.141; ERR; t=5456;    WinMain(236) : SEP Install Failed


You may also find more error information in SymantecLauncher.log located in: %ProgramData%\Symantec.cloud\syminstall\SymantecLauncher.log
Example: 2016-09-22 10:07:29.468; INF; t=7836;    CActionCmd_EXE::Run(151) : Action Complete Exit Code: 1627
2016-09-22 10:07:29.468; ERR; t=7836;    CActionCmd_EXE::Run(192) : Action Command Failed
2016-09-22 10:07:29.468; ERR; t=7836;    CActionScriptProcessor::RunAction(2154) : Action failed - will not attempt to install remaining components (0x65b)

 

Cause

HEP_Server_Install.log exit code 1622, and SymantecLauncher.log exit code 1627 are due to access errors in the temporary folders, or mismatched values for the TMP and TEMP user environment variables.

Resolution

To correct mismatched TMP and TEMP variable values:

  1. Click Start
  2. Right-click on Computer or My Computer
  3. Click Properties
  4. Click Advanced system settings
  5. Click Environment Variables...
  6. Take note of the values in the top pane
  7. Edit the values so that they match
    Default: %USERPROFILE%\AppData\Local\Temp
  8. Click OK to dismiss the edit dialog
    Note: The newly edited value may show a literal path instead of %USERPROFILE%... This is OK, and will be corrected automatically
  9. Click OK twice to dismiss the remaining settings windows
  10. Log off, and back on
  11. Follow steps 1-6 to confirm the values now match
  12. Run the installer again to complete the installation


To address temp folder permissions:

  1. Try running the installer using Run as Administrator
  2. Confirm you have the ability to browse and write to %TEMP%
  3. Ensure there are no security programs preventing access to the folder
  4. Ensure the system is not infected:
    Use SymDiag Threat Analysis, or Norton Bootable Recovery Tool
  5. Ensure no illegal copies of software are installed