The installation of Symantec Mail Security for Microsoft Exchange stops at 'Uninstalling the previous version of Symantec Mail Security for Microsoft Exchange'

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Article ID: 177460

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Updated On:

Products

Mail Security for Microsoft Exchange

Issue/Introduction

The installation of Symantec Mail Security for Microsoft Exchange stops “Uninstalling the previous version of Symantec Mail Security for Microsoft Exchange”. You wonder how to proceed.

Symptoms
You try to install Symantec Information Foundation Mail Security for Microsoft Exchange over a previous version.

  • A little window permanently shows “Uninstalling the previous version of Symantec Mail Security for Microsoft Exchange” during the installation.
  • The installation log file (SMSMSE60_Setup.log) shows "Executing Process Failed, Error code : 2"



 

Cause

Residue of previous version(s) are still on the machine.

Resolution

Remove all residue of previously installed versions of SMS MSE cq. SIFMS MSE
For information on how to do this manually, please refer to

'Manual removal instructions for Symantec Mail Security for Microsoft Exchange, Symantec Antivirus/Filtering for Microsoft Exchange, or Norton Antivirus for Microsoft Exchange'

http://www.symantec.com/docs/TECH83261


If this fails to resolve the issue. please proceed the next section.

Empty all temporary folders
Open Windows explorer, and remove the contents from the following folders (all default variables)
C:\Temp
C:\Windows\Temp
C:\Documents and Settings\<profile with which you are trying to install the software with> \Local Settings\Temp

Make sure that no files and folders in the Installer folder refer to the removed product.

  1. Open Windows explorer
  2. Go to C:\Windows\Installer
  3. You will find a number of MSI and MSP files and folders with a Hexadecimal name.
  4. Using > Properties >Summary, find whether the MSI and MSP files refer to the uninstalled SMS MSE or SIFMS MSE product.
  5. Similarly for the contents of the folders, using > Properties, find out whether the folders refer to the uninstalled SMS MSE or SIFMS MSE product.
  6. Rename the files and folders that refer to the uninstalled SMS MSE or SIFMS MSE product.


NOTE: By default the Installer folder is hidden. The following specifies how to make the Installer folder visible.
It is recommended that you hide the operating system files as soon as you have performed steps 1-6

  1. Open Windows explorer
  2. In the Menu bar, click Tools
  3. Selec Folder Options
  4. A window Folder Options opens
  5. Select the tab View
  6. Uncheck "Hide protected operating system files (Recommended)"
  7. Say Yes to the warning


If this fails to resolve the issue. please proceed the next section.

Get a detailed installation log file
'Obtaining detailed installation logging for the installed Symantec Mail Security for Microsoft Exchange product'
http://www.symantec.com/docs/TECH82257




Technical Information
The following may be part of the SMSMSE60_Setup.log (installation log file)

 

................
Reading registry Key for InstallDir for 6.0 failed
Reading registry Key for InstallDir for 4.6 failed
The SMSMSE version currently installed is 4.6
previousConsoleInstalled
invokeSymantecCmafUpgradeUtility
C:\DOCUME~1\ADMINI~1\LOCALS~1\Temp\{C09CA846-A25D-4E7F-84BC-C15399C33014}\Symantec.Cmaf.Upgrade.exe v smsmse 60 s
Creating Process
C:\DOCUME~1\ADMINI~1.SPR\LOCALS~1\Temp\{C09CA846-A25D-4E7F-84BC-C15399C33014}\Symantec.Cmaf.Upgrade.exe v smsmse 60 s
Symantec.Cmaf.Upgrade.exe exec success, return code : 0
invoke previous console check succeeded : 0
No previous version of console installed
fnCheckOtherComponents
verifySMSMSEPreRequisiteComponents
adobeReaderVersionInstalled
Failed Adobe 8.0 (or higher) Reader requirement is not met on the target system
dotNetFxVersionInstalled
using dot net framework directory from existing MSI Property
C:\WINDOWS\Microsoft.NET\Framework\v2.0.50727
MDACVersionInstalled
directXVersionInstalled
All prerequisites are met for Server install
..............
MSI Property for SUPPORTDIR is obtained successfully
/SMS /s /f1"C:\DOCUME~1\ADMINI~1.\LOCALS~1\Temp\{C09CA~1\\uninst{BE98392A-AE22-4C86-A445-71D9A9241EB8}.iss"
DisplayMessageBox
Creating Process
/SMS /s /f1"C:\DOCUME~1\ADMINI~1\LOCALS~1\Temp\{C09CA~1\\uninst{BE98392A-AE22-4C86-A445-71D9A9241EB8}.iss"
Executing Process Failed, Error code : 2
DisplayMessageBox