Endpoint Protection Manager fails to install or upgrade when installing 14 MP2 and rolls back

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Article ID: 169690

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Updated On:

Products

Endpoint Protection

Issue/Introduction

1] Symantec Endpoint Protection Manager (SEPM) upgrade fails when migrating to 14 MP2. Failures have also been seen when performing a clean install of SEPM 14 MP2 without upgrading from a previous version. The upgrade or install fails toward the end of the installation and the following is seen in the status window > “Waiting for LiveUpdate to finish...” > “Rolling back action:”

2] The same issue can occur if LiveUpdate is reinstalled on SEPM 14.0 MP2 using LUSetup.exe from 14.0 MP2 setup files

1] For SEPM upgrade situation:

From Application log:
Date    Log    Event Type    Source    Computer    User    Event ID    Description
6/7/2017 1:58:15 PM    Application    Error    SideBySide    <fully_qualified_domain_name>   80    "Activation context generation failed for ""C:\PROGRA~2\Symantec\LIVEUP~1\LUCOMS~1.EXE"".Error in manifest or policy file """" on line .
A component version required by the application conflicts with another component version already active.
Conflicting components are:.
Component 1: C:\PROGRA~2\Symantec\LIVEUP~1\Microsoft.VC90.CRT.MANIFEST.
Component 2: C:\PROGRA~2\Symantec\LIVEUP~1\Microsoft.VC90.CRT.MANIFEST."


Snippet from SEPM_INST.log:
ActionStart(Name=InstallLiveUpdate,Description=Waiting for LiveUpdate to finish...,)
Action 13:58:04: InstallLiveUpdate. Waiting for LiveUpdate to finish...
MSI (s) (9C:A8) [13:58:04:690]: Executing op:
CustomActionSchedule(Action=InstallLiveUpdate,ActionType=3073,Source=BinaryData,Target=
InstallLiveUpdate,CustomActionData=C:\Users\ADMIN\AppData\Local\Temp\TZYBGXRW\LiveUpdate\lucheck.exe)
MSI (s) (9C:14) [13:58:04:690]: Invoking remote custom action. DLL:
C:\Windows\Installer\MSICFA2.tmp, Entrypoint: InstallLiveUpdate
LUCA: InstallLiveUpdate enter.
LUCA: InstallLiveUpdate: Terminating any running LiveUpdate process.
LUCA: InstallLiveUpdate: Could not get LiveUpdate termination event. 
LiveUpdate is not running.
LUCA: C:\Users\ADMIN\AppData\Local\Temp\TZYBGXRW\LiveUpdate\lucheck.exe
LUCA: InstallLiveUpdate : CreateProcessAndWait( LUCHECK.EXE ) returned 10
CustomAction InstallLiveUpdate returned actual error code 1603 (note this may
not be 100% accurate if translation happened inside sandbox)
Action ended 13:58:15: InstallFinalize. Return value 3.
MSI (s) (9C:A8) [13:58:15:064]: User policy value 'DisableRollback' is 0

2] For LiveUpdate reinstall situation:

Event Viewer has numerous entries as below:
11/7/2017 5:01:32 AM Application Error SideBySide <FQDN> 78 "Activation context generation failed for ""C:\PROGRA~2\Symantec\LIVEUP~1\LUCOMS~1.EXE"".Error in manifest or policy file """" on line .
A component version required by the application conflicts with another component version already active.
Conflicting components are:.
Component 1: C:\PROGRA~2\Symantec\LIVEUP~1\Microsoft.VC90.CRT.MANIFEST.
Component 2: C:\Windows\WinSxS\manifests\x86_microsoft.vc90.crt_1fc8b3b9a1e18e3b_9.0.21022.8_none_bcb86ed6ac711f91.manifest."
 
From LuResult.txt
Install Failed
10
The LiveUpdate install failed because LiveUpdate was not able to register one of its components.  You need to have write access to the registry to install LiveUpdate. 
 
The final return code after remapping is 10 
Install result reported from LuInsDll.dll
Install Version 3.3.200.50
.
.
11/30/2017, 8:42:13 GMT -> LiveUpdate Installer returned the following result code from LuResult.txt: 10.
11/30/2017, 8:42:13 GMT -> Description for result code = The LiveUpdate install failed because LiveUpdate was not able to register one of its components.  You need to have write access to the registry to install LiveUpdate.
11/30/2017, 8:42:13 GMT -> VerifyLiveUpdateInstall failed because the LuResult.txt file reported a failed install.  LiveUpdate is not installed.
 
From LUInstall.LiveUpdate
11/30/2017 8:42:10 GMT Checking for prevention setting; connecting to LuComServer to retrieve settings data...
11/30/2017 8:42:10 GMT    Failed connecting to LuComServer; err = 0x80040154
.
.
11/30/2017 8:42:13 GMT CreateProcess() failed. error = 14001
11/30/2017 8:42:13 GMT END - LaunchAndWait(0)
11/30/2017 8:42:13 GMT Warning: unable to launch C:\Program Files (x86)\Symantec\LiveUpdate\LuComServer_3_3.EXE to register it.
11/30/2017 8:42:13 GMT END - CLUInstall::RegisterComServer( 0 )
11/30/2017 8:42:13 GMT    Warning: RegisterComServer for file C:\Program Files (x86)\Symantec\LiveUpdate\LuComServer_3_3.EXE failed

Cause

The issue is from lucomserver referenceing two versions of VC90.CRT:  9.0.21022.8 and 9.0.30729.1, while everything else references 9.0.21022.8.

 

Environment

Windows server 2008 SP2 64-bit

Resolution

This issue has been fixed in Symantec Endpoint Protection 14.0 RU1 version.

LiveUpdate version fix is in Build 3.3.201.25 and above.

 

Workaround:

  1. Run lusetup.exe /u to uninstall LiveUpdate from Start > Run.
  2. Download and install vcredist_x86.exe from the Microsoft Visual C++ 2008 Service Pack 1 Redistributable Package MFC Security Update:
    https://www.microsoft.com/en-us/download/details.aspx?id=26368

    Note: LiveUpdate is a 32-bit application and this installer must be used:  vcredist_x86.exe
     
  3. Run SEPM 14 MP2 setup.exe to start install or upgrade.