Question

Symantec client remote install fails on certain pc's

Asked by: jim70564

I am trying to install a patch for Symantec Corporate Antivirus version 10.1.5.5000 to update it to 10.1.5.5010 using the remote installation option on Symantec System Center version 10.1.5. I have pushed the patch file successfully to about two thirds of the client pc's. The other third are giving me a problem. When I select one of them, the system hangs for at least five minutes and then I get a message stating "You must log on as administrator of the domain that the workstation belongs to". It will not accept any credentials that I enter. I have checked for firewall issues, local machine permissions, local security policies, looked at registry settings, and compared services with pc's that installed successfully. Any ideas?

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Asked On
2007-07-11 at 07:32:03ID22688850
Tags

symantec

,

install

,

client

,

remote

Topics

Enterprise Anti-Virus

,

Anti-Virus Applications

Participating Experts
4
Points
500
Comments
7

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Answers

 

by: BarthaxPosted on 2007-07-11 at 09:20:15ID: 19464138

Check that the Server service is running on these machines - the admin$ share is used to copy the installation files onto the machine first & WMI is then used to start the installer remotely.

The SSC talks to already-installed versions via TCP port 2967 (it was UDP port 2967 on earlier versions).  The hang you describe is typical of this port being inaccessible by the SSC.  You can create a Group Policy Object to force this port open: in the GPO, navigate to Computer Configuration\Administrative Templates\Network\Network Connections\Windows Firewall\Domain Profile - the Windows Firewall: Define port exceptions setting. Enable the setting & enter the following line based on version of SAV in use at the workstation (enable both if you have clients with older versions):

Symantec Anti-Virus v9 and prior:
2967:UDP:*:enabled:Symantec AV Server-Client Interaction

Symantec Anti-Virus v10:
2967:TCP:*:enabled:Symantec AV Server-Client Interaction

 

by: dmravagePosted on 2007-07-18 at 14:04:38ID: 19517354

In addition to Barthax's ideas, there is a problem with the ClientRemote install tool as per Symantec. I had a number of issues with it when we first upgraded to SAV console 10.1.5. The solution we ended up with was to copy the ClientRemote install tool from our old SAV 10.1.4 server, and replace the one that came with 10.1.5. Everything worked fine after that. I usually see the errors your getting when Windows Firewall was enabled without the SAV ports opened, but I can't remember if the faulty ClientRemote install tool gave me the same error. I know the main error I received was "The selected computer %computername% does not have Windows 2000 or higher". You might want to give it a try though.

From Symantec Support:
"I did find out today that your issue is the exact same issue that has already been assigned a defect.  There is good news that development has fixed the problem in the code and is slating the fix to be included in the next maintenance release of SAV (10.1.6).  I cant confirm at this time if the fix will make the next maintenance release but I will certainly let you know once I have that information.  The next build of 10.1.6 is scheduled to be released sometime mid March.  Using the workaround provided to deploy out to workstations in the mean time would be my recommendation.  The failure with the 10.1.5 tool appears to be when it does a check of the parent server to determine if it is Netware or Windows.  There isnt a specific incompatibility between the 10.1.5 client remote tool and Windows 2003 since we have seen this error when the parent server was running Netware."

 

by: jim70564Posted on 2007-08-03 at 06:33:59ID: 19624709

Sorry I didn't get back sooner. Got sidetracked by more critical issues. You know how IT goes. Thanks for your solutions guys.

 

by: dmravagePosted on 2007-08-03 at 08:38:15ID: 19625919

For anyone else who might have this problem, it still was not fixed in the 10.1.6 version of Symantec Console. After loading 10.1.6, I still had to use the 10.1.4 version of ClientRemote Installation.

 

by: DOIMMAPosted on 2008-03-06 at 03:41:50ID: 21059189

I have the same issue and we've been running 10.1.6 for 7 months. Only certain servers have this problem. I'll attempt to determine any differences and post my findings

 

by: dmravagePosted on 2008-03-06 at 07:42:18ID: 21061281

You can try to find out what is causing it on your servers, but it is a confirmed problem as per Symantec. I received an e-mail from them on 12/12/07 with the following:

"This defect should be fixed in the latest maintenance release of 10.1.7.7000.  Please let me know if you can test the MR7 installation to verify the issue isnt occurring any longer."

I never tested the 10.1.7 version since we are moving to a different product, but you might want to try it, rather then track down an old issue.

 

by: loomergPosted on 2008-03-12 at 09:05:13ID: 21107448

I have been using 10.1.7.7000 and it seems to work half the time. I get the windows 2000 error, 64 bit drivers error, and the you must be admin error. Symantec...wow

20120131-EE-VQP-002

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