Symantec DLP : Agent Install / Upgrade successful but the EDPA service does not start

Products

• Data Loss Prevention Endpoint Prevent
• Data Loss Prevention

Issue/Introduction

Symantec DLP : Agent Install / Upgrade successful but the EDPA service does not start

Starting services manually produces the following error:

Windows could not start EDPA service on Local Computer.  Error 768: An Exception occurred in a user callback and the kernel callback frame should be removed.

ks.ead & sto.ead files are of "0" KB.

Environment

ALL DLP Versions

Cause

Incomplete install caused by "Managed" registry keys present on the system.

 

Resolution

Remove the registry keys and reinstall

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\Managed\S-1-5-18\Installer\Features\%ProductID%

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\Managed\S-1-5-18\Installer\Products\%ProductID%

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\Managed\S-1-5-18\Installer\UpgradeCodes\A7288D8F16C4659468C66EA6B6030E2A

AND

HKEY_USERS\.DEFAULT\Software\Microsoft\Installer\Features\%ProductID%
 
HKEY_USERS\.DEFAULT\Software\Microsoft\Installer\Products\%ProductID%

HKEY_USERS\.DEFAULT\Software\Microsoft\Installer\UpgradeCodes\A7288D8F16C4659468C66EA6B6030E2A