DLP fails to install -

[ThaveshinP]

Hi all DLP guru's.

 

We have noticed on some of our machines where DLP is failing to be installed. This is been seen on the log file on all versions on Windows OS.

MSI (s) (50:78) [12:21:59:733]: Product: AgentInstall64 -- Error 1904.Module C:\Program Files\Symantec\Endpoint Agent\x64otlrdm.dll failed to register.  HRESULT -1073741819.  Contact your support personnel.

 

After this error the devices rollbacks and ends the install with errors …

 

Any idea what could be happening and why?

I did find this article but its rather old: https://support.symantec.com/en_US/article.TECH40914.html

 

Thanks in advance for any help.

[CraigEV]

Here's a TN for Windows 10:

https://support.symantec.com/en_US/article.TECH234998.html

Not sure if this is where you're getting your error.

Also, check your AV and disable it when trying the installation. That can cause issues!

Thanks!

[ThaveshinP]

Hi CraigEV - not sure either but its definitely not that as we have more than 14000 clients that have the installation completed successfully.

[Manjish Deb]

Hiya,

 

The failed installations, are they from a specific group of machines like specific OS's, patche levels etc. As Craig mentioned, try and create an exception for the AgentInstaller in your AV. Looks like its failing to register the 

Outlook Redemption COM library, could be this issue https://support.symantec.com/en_US/article.TECH234998.html

 

Try and see if it helps.

 

Regards,

Manjish

 

Mark Solved it it was helpfull in providing resolution

[ThaveshinP]

All issues are the same OS level patches etc. STill have the same issue. Now - also having issues uninstalling the DLP agent on 32bit machines.....

[CraigEV]

OK, next thing...are you running that executable as an admin? I'd try right-clicking it and select the "Run as Administrator" option. For both the installation and uninstallation.

[Alan.Waggott]

Hi Thaveshin,

 

I kept getting errors when installing the Agent and I figured it out and wrote this article.

https://www.symantec.com/connect/articles/dlp-endpoint-agent-install-windows

 

Have you tried installing it that way?

 

Thanks

[ThaveshinP]

The installation goes through without a hitch. The services are started and the port is open for communication. I even ran the Symdiag tool and that comes back as ALL green.

[ThaveshinP]

What would be the easiest to completely uninstall - something like a cleanwipe - for DLP ? Any comments as to how to remove DLP completely .....

[CraigEV]

Here's how you do so:

https://support.symantec.com/en_US/article.TECH247833.html

Thanks!

[ThaveshinP]

hi CraigEV,

I have done the uninstall using the article method, re-installed and still the agent does not report to the console. I have even ran the symdiag tool and all come back as green.

What else could be the issue ? We have more than enough licenses and the server status tables show up green as well.

[CraigEV]

Is there perhaps a firewall that's blocking communications between the agent and the server?

[ThaveshinP]

No, not possible as the port between the server and agent are open and I have tested this.