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Symantec Endpoint Protection 11.0 rolls back at end of install

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Last Modified: 2013-12-09
I have completely cleaned out any temp files / symantec folders.  I have gone through most if not all of the documents wrt roll backs and none seem to help this problem.  Of 60 odd computers that have been upgraded, this is the last holdout.  -Tim



MSIRESULT PASS - ccMSIUtil::GetSettingsFromFile: strFileName == 'C:\DOCUME~1\ADMINI~1.CO~\LOCALS~1\Temp\CCI4B.tmp':
2010-09-03-11-07-16-675 : ccSym::CInstanceFactoryImpl::addFactory(1036) : Registered factory for {740AB61D-8B4A-46CC-9D82-86F72E055477} (use count 1)
2010-09-03-11-07-16-675 : ccSym::CInstanceFactoryImpl::addFactory(1036) : Registered factory for {9958D891-C319-4C6C-BEB9-F9BFB37EA493} (use count 1)
2010-09-03-11-07-16-675 : ccSym::CInstanceFactoryImpl::addFactory(1036) : Registered factory for {3F05A321-43B7-4578-93C8-CDC5F64A149A} (use count 1)
2010-09-03-11-07-16-675 : ccSym::CInstanceFactoryImpl::addFactory(1036) : Registered factory for {31324564-3B13-4533-8999-33990688F5A9} (use count 1)
MSIASSERT - AddServiceGroupGeneric: VsInsertAfter(szServiceGroupToAdd,TDI,vsServicesList):
MSIASSERT - AddServiceGroup:  AddServiceGroupGeneric returned false for Symantec Core Services:
Action ended 11:07:16: InstallFinalize. Return value 3.
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Commented:
This is the only thing I could find...

http://98.129.119.162/connect/ja/forums/cant-install-sep-mr2-and-mr3-error-quotthe-wizard-was-interruptedquot


In Windows XP

Open Control Panel

Open Regional and Language Options

Under 'Standards and Formats' select 'US English'

Click OK

Attempt to install SEP11

Note: You may need to restart your machine after making the above changes before the install will correctly take place.

Are there any other places in the log with "Return value 3"

Author

Commented:
Ok, I tried that, but the same result.

That is the first "return value 3".  Do you need the following as I presumed they failed due to the 1st.

-Tim
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Commented:
try this
 
download cleanwipe from this link
http://filedb.experts-exchange.com/incoming/2009/04_w18/133882/CleanWipe4020.txt
 

Save it in the c:\ then you will need to rename it from .txt to .exe
open command prompt and do

ren CleanWipe4020.txt CleanWipe.exe

once its renamed run it with an account that has admin priviledges and follow the prompts

Note read all the pompts before hitting yes because it might remove parts that are needed by other symantec products such as live update.

Author

Commented:
I tried the cleanwipe utility you provided.  Unfortunately, the rollback still occurs.  -Tim
Can download and run the SEP Support Tool, then attach the output here?

http://service1.symantec.com/SUPPORT/ent-security.nsf/docid/2008071709480648

When you get to the Select Issue screen, check 'Pre-installation check for' and 'SEP 11.x' from the drop-down menu. The others can remain unchecked.

Author

Commented:
The only output I could get was a full details file.  I tried to attach, but the file extension is SBDZ and not allowed to be uploaded.  Otherwise, no problems were reported.  -Tim
Ok, at least it didn't report any issues. Can you locate the SEP_INST.log (usually in %temp%) and scroll to the bottom. There should be other "value 3" messages where the preceeding 5 or so entries might shed some light. What SEP version are you trying to install and what XP service pack is installed?

Other things to check:

1. File version of %windir%\system32\msi.dll. Should be 3.1 or higher.
2. HKLM\SYSTEM\CurrentControlSet\Control\FileSystem, NtfsDisable8dot3NameCreation. Should be 0. Anything other than 0 will fail the install.

Author

Commented:
I can zip and attach the log file, but the first thing you are asking for is in the initial post at the top of this...  Will come back with the rest in a few minutes.  -Tim

Author

Commented:


1. SEP version = 11.0r6a
2. XP SP = 3
3. msi.dll = version 3.1.4001.5512
4. HKLM\SYSTEM\CurrentControlSet\Control\FileSystem, NtfsDisable8dot3NameCreation is Zero
5. SEP_Inst.log is zipped and attached.
SEP-INST.zip
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Commented:
did you have nav 8.0 installed before?

Author

Commented:
No, we have only had corporate Symantec Antivirus.  I believe that the version that was on prior was 10.1.  I don't believe our versions go back as far as 8.0.  -Tim
Sorry for the delay in getting back to you. Was SAV uninstalled prior to attempting the SEP install, or are you trying to upgrade over top? Either way I would recommend running CleanWipe on this system and then try installing SEP again. Unfortunately I'm unable to attach the utility; EE is rejecting it. I know it's out there on the web if you want to search for it. The latest version is 11.0.6100.645.

Author

Commented:
I have already run more than one cleanwipe.  I have also manually cleaned the registry and file system of Symantec remains, cleared out TEMP files, etc.  I am starting to think that it is a lost cause.  -Tim
Can you check for this registry key and value please. HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Session Manager /v PendingFileRenameOperations. Check CurrentControlSet1 and CurrentControlSet2 as well. If it exists, rename the value to something else.
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Sorry about that. This issue is definitely one of the more tricky ones. Doesn't come up very often from what I could find. And the solutions always seem to vary.

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