Upgrade of DLP Endpoint agent is failing with "Installation success or error status: 1603" error.

Products

Data Loss Prevention Endpoint Prevent

Issue/Introduction

Upgrading the DLP Endpoint Agent to a major release fails with the following error: "Installation success or error status: 1603".

When this occurs, the upgrade log file will contain entries similar to the following pattern:

Log Pattern:

MSI (s) <Thread_ID> <Timestamp>: Windows Installer installed the product. Product Name: AgentInstall-x64_<Version>. Product Version: <Version>. Product Language: 1033. Manufacturer: Symantec Corp.. Installation success or error status: 1603.

<Date> <Time> | CreateContentStoreWithLegacyItem | FINEST | Uninstall string did not match product code.
<Date> <Time> | CreateContentStoreWithLegacyItem | FINEST | strProductKeyName: SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\<User SID>
<Date> <Time> | CreateContentStoreWithLegacyItem | FINEST | enumerated a subkey: SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\<User SID>\Products\<Packed Product ID>
<Date> <Time> | CreateContentStoreWithLegacyItem | FINEST | RegEnumKeyEx() returned: 259
<Date> <Time> | CreateContentStoreWithLegacyItem | FINEST | strCurProdID: <Packed Product ID>
<Date> <Time> | CreateContentStoreWithLegacyItem | FINE | UninstallString: MsiExec.exe /X{Product ID}
<Date> <Time> | CreateContentStoreWithLegacyItem | FINEST | Uninstall string did not match product code.
<Date> <Time> | CreateContentStoreWithLegacyItem | WARNING | findProductId() failed

Specific Environment Example:

MSI (s) (64:8C) [14:55:06:755]: Windows Installer installed the product. Product Name: AgentInstall-x64_xx_xx. Product Version: <version>. Product Language: 1033. Manufacturer: Symantec Corp.. Installation success or error status: 1603.

2023-07-14 14:55:06 | CreateContentStoreWithLegacyItem | FINEST | Uninstall string did not match product code.
2023-07-14 14:55:06 | CreateContentStoreWithLegacyItem | FINEST | strProductKeyName: SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-21-583907252-796845957-839522115-13019
2023-07-14 14:55:06 | CreateContentStoreWithLegacyItem | FINEST | enumerated a subkey: SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-21-583907252-796845957-839522115-13019\Products\0774B62513C081453A2248879E22F725
2023-07-14 14:55:06 | CreateContentStoreWithLegacyItem | FINEST | RegEnumKeyEx() returned: 259
2023-07-14 14:55:06 | CreateContentStoreWithLegacyItem | FINEST | strCurProdID: 0774B62513C081453A2248879E22F725
2023-07-14 14:55:06 | CreateContentStoreWithLegacyItem | FINE | UninstallString: MsiExec.exe /X{526B4770-0C31-5418-A322-8478E9227F52}
2023-07-14 14:55:06 | CreateContentStoreWithLegacyItem | FINEST | Uninstall string did not match product code.
2023-07-14 14:55:06 | CreateContentStoreWithLegacyItem | WARNING | findProductId() failed

Environment

Windows 7, Windows 10, Windows 11

DLP 16.x

DLP 25.x

DLP 26.x

Cause

This issue occurs when required string values are missing from the following Windows Registry keys:

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{Product ID}
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Products\{Product ID}\InstallProperties

Note: The {Product ID} is a variable, alphanumeric string that changes depending on the specific version of the DLP Endpoint Agent installed in your environment.

To find the correct Product ID for your specific software version, review KB Article 170287. If you are unable to locate your version's ID in the article, please contact DLP Technical Support for further assistance.

Resolution

Open the Registry Editor (regedit).
Navigate to the following key: HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{Product ID}
In the right pane, right-click and select New > String Value.
Name the new value UninstallString.
Double-click UninstallString, and set its Value data to: MsiExec.exe /X{Product ID}
Repeat Steps 2 through 5 for the following registry key: HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Products\{Product ID}\InstallProperties
Restart the machine, then retry the DLP Endpoint Agent upgrade.