Endpoint Agent Fails to install: Error code 1602.

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Article ID: 161710

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Updated On:

Products

Data Loss Prevention Endpoint Prevent

Issue/Introduction

 You are trying to install the Endpoint Agent 12.5.1. The install fails with error code 1602. 

 MSI (s) (24:90) [15:35:52:584]: Product: AgentInstall64 -- Installation operation failed.

MSI (s) (24:90) [15:35:52:599]: Windows Installer installed the product. Product Name: AgentInstall64. Product Version: 12.5.1000.01038. Product Language: 1033. Manufacturer: Symantec Corp.. Installation success or error status: 1602.

MSI (s) (24:90) [15:35:52:662]: Deferring clean up of packages/files, if any exist
MSI (s) (24:90) [15:35:52:662]: MainEngineThread is returning 1602
MSI (s) (24:3C) [15:35:52:693]: RESTART MANAGER: Session closed.
MSI (s) (24:3C) [15:35:52:693]: No System Restore sequence number for this installation.
=== Logging stopped: 2/9/2015  15:35:52 ===
MSI (s) (24:3C) [15:35:52:724]: User policy value 'DisableRollback' is 0
MSI (s) (24:3C) [15:35:52:724]: Machine policy value 'DisableRollback' is 0
MSI (s) (24:3C) [15:35:52:724]: Incrementing counter to disable shutdown. Counter after increment: 0
MSI (s) (24:3C) [15:35:52:724]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2 
MSI (s) (24:3C) [15:35:52:724]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2 
MSI (s) (24:3C) [15:35:52:724]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\InProgress 3: 2 
MSI (s) (24:3C) [15:35:52:724]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\InProgress 3: 2 
MSI (s) (24:3C) [15:35:52:724]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied.  Counter after decrement: -1
MSI (s) (24:3C) [15:35:52:724]: Restoring environment variables
MSI (s) (24:3C) [15:35:52:834]: Destroying RemoteAPI object.
MSI (s) (24:E8) [15:35:52:834]: Custom Action Manager thread ending.
MSI (c) (18:58) [15:35:53:083]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied.  Counter after decrement: -1
MSI (c) (18:58) [15:35:53:114]: MainEngineThread is returning 1602

Cause

Customer generated their own 45 character Uninstall Password without using the UninstallPwdKeyGenerator.exe.

Resolution

Customer needs to use the UninstallPwdKeyGenerator.exe executable that is in the Tools Directory with the Agent Installation Files. 

Once the new key is generated, they need to put that key in the install during package generation.