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Error: "OpenSCManager failed: Access is denied" when installing the DLP Endpoint Agent

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Article ID: 172106

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Updated On:

Products

Data Loss Prevention Endpoint Prevent Data Loss Prevention

Issue/Introduction

When installing DLP Endpoint Agent on Windows 10, you see the error "OpenSCManager failed: Access is denied."

Looking in the installagent.log file, you see the following lines:

MSI (s) (C0:5C) [11:52:23:685]: Invoking remote custom action. DLL: C:\Windows\Installer\MSI8620.tmp, Entrypoint: PreInstallCleanup
Action start 11:52:23: PreInstallCleanup.
PreInstallCleanup(): strAgentSvcName: EDPA, strWDSvcName: WDP
2016-05-27 11:52:23 | PreInstallCleanup | WARNING | FindAndRemoveAgentService(): OpenSCManager failed: Access is denied.
2016-05-27 11:52:23 | PreInstallCleanup | WARNING | FindAndRemoveAgentService(): OpenSCManager failed: Access is denied.
MSI (s) (C0!08) [11:52:23:810]: Product: AgentInstall64 -- 2016-05-27 11:52:23 | PreInstallCleanup | SEVERE | FindAndRemoveDriver(): OpenSCManager failed: Access is denied.

2016-05-27 11:52:23 | PreInstallCleanup | SEVERE | FindAndRemoveDriver(): OpenSCManager failed: Access is denied.
MSI (s) (C0!08) [11:52:23:810]: Product: AgentInstall64 -- 2016-05-27 11:52:23 | PreInstallCleanup | SEVERE | FindAndRemoveDriver(): OpenSCManager failed: Access is denied.

2016-05-27 11:52:23 | PreInstallCleanup | SEVERE | FindAndRemoveDriver(): OpenSCManager failed: Access is denied.
CustomAction PreInstallCleanup returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
Action ended 11:52:23: PreInstallCleanup. Return value 3.
Action ended 11:52:23: INSTALL. Return value 3.

<snip>

MSI (s) (C0:98) [11:52:23:841]: Note: 1: 1708
MSI (s) (C0:98) [11:52:23:857]: Product: AgentInstall64 -- Installation operation failed.

MSI (s) (C0:98) [11:52:23:857]: Windows Installer installed the product. Product Name: AgentInstall64. Product Version: 14.0.2000.01056. Product Language: 1033. Manufacturer: Symantec Corp.. Installation success or error status: 1603.

MSI (s) (C0:98) [11:52:23:872]: Deferring clean up of packages/files, if any exist
MSI (s) (C0:98) [11:52:23:872]: MainEngineThread is returning 1603
MSI (s) (C0:E8) [11:52:23:872]: RESTART MANAGER: Session closed.
MSI (s) (C0:E8) [11:52:23:872]: No System Restore sequence number for this installation.
=== Logging stopped: 5/27/2016  11:52:23 ===
MSI (s) (C0:E8) [11:52:23:872]: User policy value 'DisableRollback' is 0
MSI (s) (C0:E8) [11:52:23:872]: Machine policy value 'DisableRollback' is 0
MSI (s) (C0:E8) [11:52:23:872]: Incrementing counter to disable shutdown. Counter after increment: 0
MSI (s) (C0:E8) [11:52:23:872]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2
MSI (s) (C0:E8) [11:52:23:872]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2
MSI (s) (C0:E8) [11:52:23:872]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied.  Counter after decrement: -1
MSI (s) (C0:E8) [11:52:23:872]: Destroying RemoteAPI object.
MSI (s) (C0:D0) [11:52:23:872]: Custom Action Manager thread ending.
MSI (c) (50:50) [11:52:23:872]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied.  Counter after decrement: -1
MSI (c) (50:50) [11:52:23:872]: MainEngineThread is returning 1603

Environment

This error typically occurs on Windows 10 before Microsoft Windows 10 Creators Update (RS5 v1809).

Resolution

Upgrade to DLP 15.1 or later. See also: