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Windows 7: Install not completing- Symantec Endpoint Protection

17 Apr 2013   #1

Windows 7 64-bit Home Premium
 
 
Install not completing- Symantec Endpoint Protection

I'm trying to install SEP and the install won't complete. I'm using an administrator account and click Run as Administrator when starting the installation. Windows installer starts but it never gets to the Symantec installer. This is on an older 32 bit laptop and I'm using the 32 bit version of SEP. Any ideas?

My System SpecsSystem Spec
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17 Apr 2013   #2

Windows 7 Pro-x64
 
 

Have you un-installed all other AVs?
My System SpecsSystem Spec
17 Apr 2013   #3

Windows 7 Ultimate 32-Bit & Windows 7 Ultimate 64-Bit
 
 

Hi monumental

Can you upload the installation log

Click on type in %TEMP% inside the Search programs and files box press <ENTER> look for this file SEP_INST.LOG
My System SpecsSystem Spec
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18 Apr 2013   #4

Win 7 Ultimate 64 bit
 
 

I had Symantec Endpoint installed on my last XP desktop. I worked for about three months then wouldn't accept any virus definition updates. I never could get the stupid thing to work right. Getting rid of it was even worse. Their uninstall tool didn't work and, when I finally uninstalled via the Control Panel, it killed my modem. After that experience and one I had with Norton Internet Protection, you couldn't pay me to use a Symantec product. Except for a brief period when I tried MSE (big mistake), I've been using Avast free without any problems.
My System SpecsSystem Spec
18 Apr 2013   #5

Windows XP 32 bit
 
 

Hi,

I am Chetan Savade from Symantec Technical Support Team.

Could you please update us with the following info.
1) SEP client version
2) Operating System details
3) Service pack if any

Please pass on SEP_INST.LOG.


Helpful articles to troubleshoot rollback issue:http://www.symantec.com/docs/TECH96559
http://www.symantec.com/docs/TECH170259

Regards,
Chetan Savade
My System SpecsSystem Spec
18 Apr 2013   #6

Windows 7 64-bit Home Premium
 
 

Thanks for all the responses. Windows Security Essentials is running- haven't found how to disable it, but Windows Firewall is turned off. I had SEP installed before but there was a warning on its Firewall saying it couldn't start for some reason, so I un-installed SEP to attempt to re-install.

The client version is SEP 12.1 RU2 32 bit package Home Use. I've tried downloading the file from two different locations. The latest one I tried is CM-163820-12.1-RU2-32-bit.exe

I'm running Windows 7 SP1 with all available updates installed.

The log was too big to attach or post, so I zipped it.


Attached Files
File Type: zip SEP_INST.zip (174.6 KB, 6 views)
My System SpecsSystem Spec
18 Apr 2013   #7

Windows 7 Ultimate Retail Box (64-bit installed) + Service Pack 1
 
 

If you go into SERVICES.MSC [type in the run box off START] is Windows Installer either set to MANUAL or AUTOMATIC?

msiexec.exe is the process to look for also in a task manager.
My System SpecsSystem Spec
19 Apr 2013   #8

Windows XP 32 bit
 
 

Hi,

Thanks for the update.

Upon checking the logs it seems to me that it's a known issue with Symantec if you are trying to install SEP on windows 8 machine.
Symantec is aware of this problem and will update this document when a solution becomes available.
http://www.symantec.com/business/sup...&id=TECH203996

Until a solution is provided, you can work around this problem using one of the following:
  • Disable Windows Defender before installing the SEP client
  • Remove KB2781197 before installing the SEP client
Please check whether you have been affected with the same issue or not.



Regards,
Chetan Savade
My System SpecsSystem Spec
19 Apr 2013   #9

Windows 7 64-bit Home Premium
 
 

Windows Installer is set to Manual- which should it be?

Chetan, as mentioned above this is a Windows 7 machine.
My System SpecsSystem Spec
23 Apr 2013   #10

Windows XP 32 bit
 
 

Hi,

If issue is occurring on Windows 7 then need to log a case with Support for further investigation. Because similar kind of log entries are seen in Windows 8 case.

How to create a new case in MySupport
http://www.symantec.com/docs/TECH58873
How to Create and Validate a SymAccount for using Symantec's MySupport
http://www.symantec.com/docs/HOWTO31127
How to update a support case and upload diagnostic files with MySupport
http://www.symantec.com/docs/TECH71023

Regards,
Chetan Savade
My System SpecsSystem Spec
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