Agent Uninstall or Upgrade Fails Due to Error 1402 2 on HKEY_LOCAL_MACHINE

Products

• Carbon Black App Control (formerly Cb Protection)

Issue/Introduction

• During Agent uninstall or upgrade, the log is very short (roughly 30 lines)
• Attempts to uninstall or upgrade fail with the following seen in the log:

  MainEngineThread is returning 1605
  User policy value 'DisableRollback' is 0
  Machine policy value 'DisableRollback' is 0
  Incrementing counter to disable shutdown. Counter after increment: 0
  Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2 
  Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2 
  Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied.  Counter after decrement: -1
  Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied.  Counter after decrement: -1
  MainEngineThread is returning 1605

• There are no Registry Strings present in the Registry Path: HKEY_CLASSES_ROOT\Installer\UpgradeCodes\BE699B28D1B16A04D9F1AA3A0C28A1C9

Environment

• App Control Agent: All Supported Versions
• Microsoft Windows: All Supported Versions

Cause

According to Microsoft, the Installer Error Message 1402 has two potential results relating to the referenced Registry Key:

1402
  Could not open key: [2]. 
  System error [3].

Registry Keys critical to the installation of App Control could not be opened (1402 2), typically because they are missing, which prevents Windows Installer from correctly identifying the App Control Agent software.

Resolution

Manual remediation will be required to remove the Agent before reinstallation.

1. Open a case with Support, provide a copy of the failed log and request the Agent Uninstall Utility.
2. Follow the steps to uninstall the Agent using the Utility.
   • A valid Global Password will be required to properly disable Tamper Protection.
   • If the Global Password is unknown (or not working) fully disable the Agent via Safe Mode before executing.
3. Reboot the endpoint and be sure to run the Utility a 2nd time.
4. Use the latest Policy Installer to reinstall the Agent.

Additional Information

• Agent Upgrade Fails Due to Presence Of Reg Keys From Previous Versions
• Methods to Uninstall the App Control Agent