Event ID 11708 appears in the Windows Event Viewer after an upgrade to Symantec Mail Security 5.0 for Exchange fails
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Event ID 11708 appears in the Windows Event Viewer after an upgrade to Symantec Mail Security 5.0 for Exchange fails

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Article ID: 177145

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Updated On:

Products

Mail Security for Microsoft Exchange

Issue/Introduction



Symptoms
You tried to upgrade to Symantec Mail Security 5.0 for Microsoft Exchange. When you attempted to upgrade, you may have seen a message similar to:

"A previous version of Symantec Mail Security for Microsoft Exchange has been detected. Please uninstall the previous version before proceeding with the Symantec Mail Security for Microsoft Exchange installation."

You may also have seen a message that indicated that the wizard was interrupted.

In your application log, you see:

"Eventid: 11708
Source: MsiInstaller
Description: Product Symantec Mail Security for Microsoft Exchange installation operation failed.
"

 

Resolution

This problem can occur for different reasons. Perform each of the following actions in order to eliminate the most common causes:

  • Remove fragments from previous installation attempts.
  • Check for problems with DirectX.
  • Verify that you have .NET framework 1.1 from Service Pack 1(1.1.4322.2032) or later.
  • Check for MDAC errors
  • Try to install Symantec Mail Security 5.0 for Microsoft Exchange again.
    Do not install through terminal services or Remote Desktop.


To remove fragments from previous installation attempts

  1. On the Windows task bar, click Start > Run.
  2. In the Run dialog box, in the Open text box, type regedit, and then click OK.
  3. In the Registry Editor, in the left pane, browse to HKEY_LOCAL_MACHINE\Software\Symantec
  4. In the right pane, delete the following keys if they are present:
    • SMSMSE
    • SAVFMSE
    • NAVMSE
  5. Close the Registry Editor window.


To check for problems with DirectX

  1. On the Windows task bar, click Start > Run.
  2. In the Run dialog box, in the Open text box, type dxdiag, then click OK.
  3. When the Dxdiag warning box appears, click Yes.
  4. On the System tab, verify that the DirectX Version line says 8.0 or later.
  5. Click each tab, in turn, and verify that "No problems found" appears under Notes.


To check for MDAC errors

  1. On the Windows task bar, click Start > Run.
  2. In the Run dialog box, in the Open text box, type regedit, and then click OK.
  3. In the left pane, browse to HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\DataAccess
  4. In the right pane, record the information in the following values:
    • FullInstallVer
    • Version
  5. Download the ComCheck utility.
    A link to this utility is in the References section of this page.
  6. Run ComCheck.
  7. Verify that ComCheck reports that the MDAC version is 2.6 or later and that the version matches the values that you got from the registry.
    If the MDAC version doesn't match or is not recent enough, see Microsoft's Support Web site for the latest MDAC version or assistance with any MDAC errors.


If the problem to persists, do the following:

  • Obtain detailed installation logs.
    See the References section of this page for a link to instructions.
  • Save your Application Log and your System Log to .evt format with Windows Event Viewer.
  • Contact Symantec Technical Support for additional assistance.





References
To collect detailed MSI logs of a failed installation of Symantec Mail Security 5.0 for Microsoft Exchange, read the following Symantec Knowledge Base article:


To manually uninstall previous versions of Symantec Mail Security products for Exchange, read the following Symantec Knowledge Base articles for the specific version that needs to be removed:


To verify your version of .NET framework, please see the documentation on Microsoft's Web site:


To download the ComCheck utility, see the following Microsoft Knowledge Base article:





Technical Information
If you saw the message about a previous version, you may also need to manually remove that product.

If the registry contained a NAVMSE key, then Norton AntiVirus 2.x for Microsoft Exchange was installed at one time.
If the registry contained a SAVFMSE key, then Symantec AntiVirus/Filtering 3.x for Microsoft Exchange was installed at one time.
Remove any remnants of the old programs. The References section of this document includes links to the manual removal instructions for these products.