Error: "The password entered is incorrect" when uninstalling the DLP endpoint agent

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Article ID: 224933

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Updated On:

Products

Data Loss Prevention

Issue/Introduction

Symantec Data Loss Prevention (DLP) was upgraded from 15.7 to 15.8.
When testing the install and uninstall of the 15.8, 15.8 MP1, and 15.8 MP1 HF5 agents, the uninstall fails with a pop-up message saying:

"The password entered is incorrect.
Please check the Caps Lock key and enter the password again."

If the uninstall password is disabled in the console the agent can be uninstalled.

The same uninstall password still works on the 15.7 agents.

Tested with these uninstall commands:

msiexec /uninstall {<agent guid>} 
msiexec /uninstall {<agent guid>} /q UNINSTALLPASSWORD=”<password>”
msiexec /x AgentInstall-x64_15_8.msi -l*v uninstall.log

It makes no difference if the password is in the command or entered at the uninstall prompt.
It makes no difference if the password is manually entered or pasted into the prompt.

The uninstall log has these entries.

MSI (s) (64:E4) [16:03:17:426]: Product: AgentInstall-x64_15_8 -- Removal failed.
MSI (s) (64:E4) [16:03:17:426]: Windows Installer removed the product. Product Name: AgentInstall-x64_15_8. Product Version: 15.8.00105.01005. Product Language: 1033. Manufacturer: Symantec Corp.. Removal success or error status: 1602.
MSI (s) (64:E4) [16:03:17:440]: Deferring clean up of packages/files, if any exist
MSI (s) (64:E4) [16:03:17:440]: MainEngineThread is returning 1602

 

Environment

Release: 15.8

Resolution

  1. In the Enforce console, go to "System > Agents > Agent Passwords".
  2. Enter the exact same uninstall and tools password currently being used.
  3. Save the "changes".
  4. After the agents check in, the uninstall password works.