Installation fails at 97%

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Article ID: 169649

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Updated On:

Products

Symantec Products

Issue/Introduction

Symantec Endpoint Protection (SEP) Small Business Edition (SBE) install fails at 97%.  Windows Event Viewer Service Control Manager log shows "The Symantec.cloud Endpoint Protection service failed to start due to the following error: The operation completed successfully. (0x0000041D)".

%ProgramData%\Symantec.cloud\syminstall\EndpointProtectionAgent.log:

  • MSIASSERT - 2017-06-09-09-13-50-227 : caStartService(2918) : Attempt to start ssSpnAv service failed Code: 1053; Message: The service did not respond to the start or control request in a timely fashion.: CustomAction caStartNISAgentService returned actual error code 1603

Windows Event Viewer:

  • System Log Event ID 7000 "The Symantec.cloud Endpoint Protection service failed to start due to the following error: The operation completed successfully. (0x0000041D)"
  • System Log Event ID 7009 "A timeout was reached (90000 milliseconds) while waiting for the Symantec.cloud Endpoint Protection service to connect."

Cause

The x64 Microsoft Visual C++ 2012 runtime redistributables cannot be found or loaded.

Environment

Windows x64

Resolution

Edit the System Path Environment Variable to easily locate the required runtime redistributables:

  1. Click start, search for "View advanced system settings" and click the link in the search results.
  2. On the bottom of the modal, click "Environment Variables...".
  3. In the lower pane under "System variables" locate and select "Path".
  4. Click "Edit...".
  5. Locate "C:\Program Files\Symantec.cloud\PlatformAgent\;" within the string and move it to the beginning.
  6. Click "OK" on each of the boxes to close all the settings windows.
  7. Restart the system.
  8. Install the product.