How to troubleshoot a failed install of SEP or SEPM?
While troubleshooting a failed install we need to follow a sequence of steps to resolve the issue.
- Check the Install log on the Machine
For SEPM check the SEPM_Inst.log generated in %TEMP% or in %Windir%\temp locations.
For SEP Check the SEP_inst.log. %TEMP% or in %Windir%\temp locations.
In the log search for Return Value 3.Once we get the Return Value 3, Look at the lines above Value 3 it will help us to locate the reason for the failure.
Refer to the article below for more details:
https://www-secure.symantec.com/connect/articles/troubleshooting-installation-errors-using-msi-logs
- Check the Windows Application and System Event logs if there is nothing clear from the install logs
- Try to install it as Unmanaged from the Install DVD or CD to rules out the issue with the package created in case of the SEP install.
- Try to the install logged in as the Local Administrator. This will rules out any permission issue\
- Click the TEMP folder and then verify that the SYSTEM account has full control.
- Then Check the language and region selected in the OS? For English OS make sure you have International English language selected.
- Check the DCOM Permission on the machine using the below kb
Troubleshooting Symantec AntiVirus Corporate Edition and Symantec Endpoint Protection installations: Checking rights and permissions
http://www.symantec.com/business/support/index?page=content&id=TECH100048&locale=en_US
- Unregister and re-register the Windows Installer
Click Start, click Run, type MSIEXEC /UNREGISTER, and then click OK. Even if you do this correctly, it may look like nothing occurs.
Click Start, click Run, type MSIEXEC /REGSERVER, and then click OK. Even if you do this correctly, it may look like nothing occurs, or you may briefly see an hourglass. After you run this command, the operation is complete.
Try to install SEP.
- Run the Testsec tool. The TestSec utility will test permissions related to Symantec Antivirus and Symantec Endpoint Protection products that is needed for the program to get installed
http://www.symantec.com/business/support/index?page=content&id=TECH105027&locale=en_US
- Check the Local Security Policy acting on the machine
SecEdit /export /cfg c:\cfg.txt (The output file will be “C:\CFG.TXT”)
- Also check the currently applied GPO’s.
Gpresult /z > gporesult.txt (The output file will be found in the directory you are running the command from.)
If after following the above steps still you are not able to resolve the issue, then download Process Monitor from http://technet.microsoft.com/en-us/sysinternals/bb896645.aspx and get the logs.
Once you have the following logs ready contact support:
SEP_Inst.log
- Test sec log
- Local Security Policy
- GPO acting on the machine
- Process Monitor Log
- SEP Support Tool Logs