DLP Endpoint Agent Install fails with error 3010 or Error 1603

Products

• Data Loss Prevention Core Package
• Data Loss Prevention Endpoint Prevent
• Data Loss Prevention Endpoint Suite
• Data Loss Prevention Endpoint Discover

Issue/Introduction

The DLP Endpoint Agent upgrade fails with error 1603 in the agent install logs as .dll files are held in use by other processes:

Info 1603.The file C:\Program Files\Manufacturer\Endpoint Agent\clpbm64.dll is being held in use by the following process: Name: msedge, ID: 17616, Window Title: (not determined yet).  Close that application and retry.

Which leads to the overall failure status at the end of the log:

MSI (s) (00:3C) [11:46:59:919]: Windows Installer installed the product. Product Name: AgentInstall-x64_16_0. Product Version: 16.0.10000.60463. Product Language: 1033. Manufacturer: Symantec Corp.. Installation success or error status: 1603.

Environment

Windows DLP Endpoint Agents

Cause

The Restart Manager was disabled and thus applications that held files in use could not be shutdown to allow the agent install to complete.

MSI (s) (68:9C) [11:48:08:243]: RESTART MANAGER: Disabled by MSIRESTARTMANAGERCONTROL property; Windows Installer will use the built-in FilesInUse functionality. 

Restart Manager is important because it helps specifically with files in use:

"The Restart Manager API can eliminate or reduce the number of system restarts that are required to complete an installation or update. The primary reason software updates require a system restart during an installation or update is that some of the files that are being updated are currently being used by a running application or service. The Restart Manager enables all but the critical system services to be shut down and restarted. This frees files that are in use and allows installation operations to complete."

See: [Restart Manager - Win32 apps | Microsoft Learn|https://learn.microsoft.com/en-us/windows/win32/rstmgr/restart-manager-portal]

Resolution

Make sure Restart Manager is enabled, which is the default before installing the DLP Endpoint Agent.

https://learn.microsoft.com/en-us/windows/win32/msi/msirestartmanagercontrol

Additional Information

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