Symantec Anti-virus Enterprise edition on Windows server 2000 / 2003

Posted on 2004-03-30
Last Modified: 2007-12-19

I am runnign SAV Ent ed on 15 servers at my London site. This is a mixture of 2000 & 2003 servers.

I have 2 new servers I need to deploy this to, however it can't install on either of them. Either done from the controlling server, or installed locally. Always gets to 40% then says 'could not install......'

Windows Installer service is running.

Is there anything I am missing? Worked first time with all the others.

Thanks, James.
Question by:jh_007
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LVL 21

Expert Comment

ID: 10712770
Is this a reinstall? If so make sure the former installation of NORTON AV is completely  uninstalled before reinstalling.

Author Comment

ID: 10712780
Not a reinstall. This is a first-time installation.

LVL 21

Expert Comment

ID: 10712788
What is the exact error message?
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Author Comment

ID: 10712801
'Unkown error encountered while processing **SERVERNAME**. Setup process cannot continue on this machine. Setup will continue and modify Symantec AntiVirus on other servers in the selected list. " 

It's the same error for both servers.


Author Comment

ID: 10712803
Nothing shows in the event log either.

Author Comment

ID: 10712814
Thanks for the link. The OS says I am already running the latest installer version.
LVL 21

Accepted Solution

jvuz earned 250 total points
ID: 10712821

Error: "Unknown error while processing <server name>, Setup process cannot continue on this machine" during antivirus server rollout

During the installation of Symantec AntiVirus Corporate Edition (AV) or Norton AntiVirus Corporate Edition (NAVCE) server, you see the following error message:

"Unknown error while processing <server name>, setup process cannot continue on this machine."

Your users may not be able to log on, and they may see "out of memory" messages when they attempt to log on to the Primary Domain Controller (PDC).

This problem has been reported to Symantec Technical Support. We will continue to track this problem, and this document will be updated when new information or a solution is found. Currently, troubleshooting indicates that the error message appears in the following situations:

    * The IRPStackSize registry value is set too low.
      For more information, see the document How to change the IRPStackSize for computers with Windows NT-based operating systems.
    * You are installing to a Windows 2000 Advanced Server with terminal services running. If you see this error message, you must switch to install mode. Please read the document Error: "A terminal server must be in install mode..." appears when installing Norton AntiVirus Corporate Edition 7.6 to a Windows 2000 Terminal Server.
    * The machine name is incorrect. It must be modified.

      WARNING: We strongly recommend that you back up the system registry before making any changes. Incorrect changes to the registry could result in permanent data loss or corrupted files. Please make sure that you modify only the keys specified. Please see the document How to Back Up the Windows 95/98/NT Registry before proceeding.

      To modify the machine name entry
         1. Click Start, and then click Run.
         2. Type regedit and then click OK.
         3. Navigate to the following key:

         4. Verify that the machine name under UNCPath is correct.
         5. Close the Registry Editor.
         6. Restart the computer.

Other solutions

    * Verify that you have the shares C$ and Admin$ on your Windows NT 4 and Windows 2000 computers. We have reports that installations without the C$ and Admin$ share will also trigger the unknown error. If you do not see the ADMIN$ and <OS Drive>$ shares listed, then set up the shares using the Command Prompt or Windows Explorer. To set up the shares using the Command Prompt, type the following lines followed by pressing the Enter key.

      net share admin$
      net share c$=c:\

      Note: Technical Support has found instances where resetting the shares was needed. The shares were reset using Net Share.
    * If the ADMIN$ and <OS Drive>$ shares are enabled on the client, then verify that the client's <OS DRIVE>:\TEMP directory does not have a CLT-INST directory. If it does, then delete the directory.
    * Ensure that the Administrator or user installing has Full Control to the C: drive. This includes Full Control to the following registry keys:
    * Update the MSI installer and then install AV or NAVCE. Reboot the computer when the installation completes.
    * This error can also occur when you locally update a server, where the machine name has been changed since the original installation of the AV or NAVCE server. Locally updating a server does not update the registry entry.

      To solve the issue you need to edit the registry
      1. Click Start, and then click Run on the server. The Run dialog box appears.
      2. Type regedit.exe in the "Open:" field, and then click OK. The Registry Editor opens.
      3. Navigate to the following subkey:


      4. The value for the UNCPath, in the right pane, should have the new machine name (<server name>) in the value. The UNCPath will be similar to:

      \\<server name>\<drive>$\Progra~1\NAV

      Note: The <server name> is the machine name and should be the new machine name. The <drive>$ is a default share.

      5. Change the \\<server name> to the new machine name.
      6. Click Registry and click Exit to save the changes and close the Registry Editor.
    * Citrix metaframe servers
      These servers remap the drives so that what would have been drive C is now a different drive letter. For example, if your remapped drive is drive M, then you must type Net Share M$=M:\ to make this change.

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Expert Comment

ID: 10712914


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