How to troubleshoot VirusScan Enterprise patch installation issues
Technische Artikel ID:
KB74912
Zuletzt geändert am: 7/20/2020
Umgebung
McAfee VirusScan Enterprise (VSE) 8.8
For details of VSE 8.x supported environments, see KB51111. Zusammenfassung
This article helps you to troubleshoot installation issues for VSE patches. It is possible for more than one solution to apply. Follow the solutions in sequence if you are unsure of your exact issue.
Problem
Apply the relevant solution for the described problem:
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Problem Description |
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Solution 1
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You try to install a VSE patch, but the installation fails with or without an error. |
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You try to install a VSE patch but VSE now shows the wrong patch versions.
The About VirusScan Enterprise information shows the wrong patch versions. |
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You try to install a VSE patch, but VSE now shows no patch versions.
The About VirusScan Enterprise information shows no patch versions. |
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Solution 4
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You try to install a VSE patch but ePolicy Orchestrator (ePO) shows incorrect or no patch versions.
The About VirusScan Enterprise information shows the correct patch versions, but the versions are not shown in the ePO properties. |
NOTE: If the patch has been deployed from ePO, try a local install and if the problem persists, follow the solutions in this article.
Lösung
If the patch does not install:
- Download a new copy of the (latest) patch for VSE to make sure that you are using undamaged files.
McAfee product software, upgrades, maintenance releases, and documentation are available from the Product Downloads site at: http://www.mcafee.com/us/downloads/downloads.aspx.
NOTE: You need a valid Grant Number for access. KB56057 provides additional information about the Product Downloads site, and alternate locations for some products.
- Run a local, silent, forced-installation:
- Click Start, Run, type cmd, and then click OK.
- Change to the directory where the patch installation files are located.
- Run the installer. Type the following command and press Enter:
SETUP.EXE FORCEMSP=True /q
Now when you see the VSE icon in the notification area, you see the patch as expected.
- Obtain the VSE installation log file and check for errors:
- If you are installing locally, navigate to %temp%\McAfeeLogs
If you are installing via an ePO deployment, navigate to %windir%\temp\McAfeeLogs
- Open VSEINST_PatchN_123456_123456.LOG to identify the cause for the installation failure.
PatchN represents the Patch version and the numeral values represent the installation date and time.
- Take the appropriate remedial action. For example, if there is a disk space issue, make sure that enough free disk space is available.
- If you can't see the cause of failure from the log, try to reproduce the error and note the actions needed. It helps Technical Support investigate the issue.
- Because VSE uses Microsoft Installer (MSI) to install the product, check in Windows Event Viewer Application log for patch installation failure events and identify the MSI error code reported:
- Try to identify the error in the install log.
- Verify the meaning of the MSI internal error codes.
Lösung
The About VirusScan Enterprise information shows incorrect or no patch version information after you install a patch.
Before showing the number, VSE verifies if certain files are present and if they are, the expected version. When a patch is installed, it creates the following registry data:
- HKEY_LOCAL_MACHINE\SOFTWARE\McAfee\DesktopProtection\Patch_n
The path is used to validate that patch n is installed.
- HKEY_LOCAL_MACHINE\Software\Network Associates\ePolicy Orchestrator\Application Plugins\VirusScanxxxx, HotfixVersions
The path is used in ePolicy Orchestrator (ePO) patch deployments to verify if a patch has already been installed.
Patch_n is used to determine what Patch is expected to be installed, and what must show up in the VSE About window as a result.
xxxx is used to determine what version of VSE is installed, and what must show up in the VSE About window as a result.
To correct missing patch versions, silently force-install the appropriate patch locally:
- Download a new copy of the latest patch.
McAfee product software, upgrades, maintenance releases, and documentation are available from the Product Downloads site at: http://www.mcafee.com/us/downloads/downloads.aspx.
NOTE: You need a valid Grant Number for access. KB56057 provides additional information about the Product Downloads site, and alternate locations for some products.
- Click Start, Run, type cmd, and then click OK.
- Change to the directory where the installation files for the patch are located.
- Run the installer. Type the following command and press ENTER:
SETUP.EXE FORCEMSP=True /q
Now when you see the VirusScan icon in the notification area, you see the correct patch.
Lösung
If the About VirusScan Enterprise information shows the correct Patch Versions, but, these path versions are not shown in ePO's properties:
Verify the contents of LastProp.xml for the field szHotfix, where szHotfix is the same as version shown in the About window. The issue is with ePO and is resolved with an Agent Wake Up call that collects Full Properties.
For instructions, see the ePO documentation for your version.
Lösung
If the About VirusScan Enterprise information shows the correct Patch Versions, but not in ePO's properties, verify the contents of LastProp.xml for the field szHotfix.
If szHotfix is the same as the version shown in the About window, the issue is with ePO and solved with an Agent Wake Up that collects Full Properties.
Lösung
If none of these solutions resolve your issue, contact Technical Support.
To contact Technical Support, log on to the ServicePortal and go to the Create a Service Request page at https://support.mcafee.com/ServicePortal/faces/serviceRequests/createSR:
- If you are a registered user, type your User Id and Password, and then click Log In.
- If you are not a registered user, click Register and complete the required fields. Your password and logon instructions will be emailed to you.
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