SiteAdvisor Enterprise 3.5 Patch 1 upgrade fails

Technical Articles ID: KB77212
Last Modified: 4/6/2017

Environment

McAfee SiteAdvisor Enterprise (SAE) 3.5 (Build 3.5.0.573), 3.5 with Patch 1 (Build 3.5.0.724)

Problem

The SAE service fails to stop, which prevents the upgrade from succeeding.

McAfee Agent log on the client records the following errors:

2012-11-02 14:18:13.620 i #3616 Updater Verifying SiteAdvisorDet-3.5.0.724.7.McS.
2012-11-02 14:18:13.620 I #3616 Uec Done processing progress information
2012-11-02 14:18:13.620 X #3616 ipcchannel Sending data to IPC object
2012-11-02 14:18:13.620 X #3616 ipcchannel Getting data from IPC object
2012-11-02 14:18:13.791 I #3616 Uec Received ipc data from mue
2012-11-02 14:18:13.791 I #3616 Uec Processing progress information
2012-11-02 14:18:13.791 X #3616 Uec Invoking Progress with ProgressEvent " 3" ProgressStep " 0" ProgressMax " 0" Message " Unable to find the specified section.
2012-11-02 14:18:13.791 X #3616 Uec found event listener
2012-11-02 14:18:13.791 i #3616 Updater Unable to find the specified section.
2012-11-02 14:18:13.791 E #4396 ScrpPrsr Error trace:
2012-11-02 14:18:13.791 E #4396 Thread [Main thread]->
2012-11-02 14:18:13.791 E #4396 SessMgr [SessionManager::runScript:C:\ProgramData\McAfee\Common Framework\InstallMain.McS]->
2012-11-02 14:18:13.791 E #4396 ScrptExe [Executing section ScriptMain]->
2012-11-02 14:18:13.791 E #4396 ScrptExe [Call]->
2012-11-02 14:18:13.791 E #4396 ScrptExe [Executing section InstallAllProducts]->
2012-11-02 14:18:13.791 E #4396 ScrptExe [LoopIf]->
2012-11-02 14:18:13.791 E #4396 ScrptExe [Executing section InstallProduct]->
2012-11-02 14:18:13.791 E #4396 ScrptExe [CallIf]->
2012-11-02 14:18:13.791 E #4396 ScrptExe [Executing section ContinueProductInstallation]->
2012-11-02 14:18:13.791 E #4396 ScrptExe [CallIf]->
2012-11-02 14:18:13.791 E #4396 ScrptExe [Executing section CheckForDependencies]->
2012-11-02 14:18:13.791 E #4396 ScrptExe [Line 1553: RunScript dwRet = C:\ProgramData\McAfee\Common Framework\Current\SITEADV_3500\SiteAdvisorDet-3.5.0.724.7.McS, AreDependenciesInstalled]->
2012-11-02 14:18:13.791 E #4396 ScrpPrsr AreDependenciesInstalled is not in the section table.
2012-11-02 14:18:13.791 I #4396 ScrptMgr Script validation failed, continuing in backward compatibility mode for syntax ….
2012-11-02 14:18:13.791 X #4396 ScrptExe Script executed. Setting dwRet to 3
2012-11-02 14:18:13.791 X #4396 SessMgr displayError
2012-11-02 14:18:13.791 X #4396 RcFile LoadString,64a60000,13
2012-11-02 14:18:13.791 X #4396 MueEep Script progress details : Event Type = " 3" Progress = " 0" Progress MAX = " 0" Message = "
2012-11-02 14:18:13.791 X #4396 ipcchannel Sending data to IPC object
2012-11-02 14:18:13.791 I #4396 ScrptMgr Unable to find the specified section.
2012-11-02 14:18:13.791 E #4396 ScrptExe Error trace:
2012-11-02 14:18:13.791 E #4396 Thread [Main thread]->
2012-11-02 14:18:13.791 E #4396 SessMgr [SessionManager::runScript:C:\ProgramData\McAfee\Common Framework\InstallMain.McS]->
..
..
2012-11-02 14:18:13.791 E #4396 ScrptExe [Executing section CheckForDependencies]->
2012-11-02 14:18:13.791 E #4396 ScrptExe [Line 1553: RunScript dwRet = C:\ProgramData\McAfee\Common Framework\Current\SITEADV_3500\SiteAdvisorDet-3.5.0.724.7.McS, AreDependenciesInstalled]->
2012-11-02 14:18:13.791 E #4396 ScrptExe C:\ProgramData\McAfee\Common Framework\Current\SITEADV_3500\SiteAdvisorDet-3.5.0.724.7.McS did not execute successfully

NOTE: No MSI installation logs are generated because the SAE detection scripts are not detecting that SAE is required to be installed.

Cause

SAE detection scripts are failing to determine if SAE 3.5 Patch 1 can be installed when both SAE 3.5 (build 3.5.0.573) and SAE 3.5 with Patch 1 (build 3.5.0.724) are checked in to the ePolicy Orchestrator (ePO) master repository.

Solution

This issue is resolved in SAE 3.5 Patch 2. Patches are cumulative; Technical Support recommends you install the latest one.

McAfee product software, upgrades, maintenance releases, and documentation are available from the Product Downloads site at: https://www.mcafee.com/enterprise/en-us/downloads/my-products.html.

NOTE: You need a valid Grant Number for access. See KB56057 - How to download Enterprise product updates and documentation for more information about the Product Downloads site, and alternate locations for some products.

Alternatively, you can implement the following workaround.

Workaround

This procedure requires a removal tool for SAE that cleans up the client system so a new SAE installation can be completed. The tool is attached to this article (SAEEEDK_1000.zip).

After acquiring the SAE removal tool, take the following action at the ePO server:

Delete all SAE packages from the ePO master repository.
Delete the siteadv_3500 folders from the ePO install directory (repository branch and repocache).
Delete the siteadv_3500 folders from the distributed repository -repository branch.
Restart the ePO server services.
Run the repository Push Now.
Check in SAE 3.5 Patch 1 (build 3.5.0.724).
Check in the SAE removal tool, which is attached to this article.
Run the repository Push Now.
Edit the VSE policy and temporarily disable Access Protection.
Create a McAfee Agent (MA) task to run the removal tool.
Run the MA task for the SAE removal tool to remove from the client any SAE components that cause the install to fail.

NOTE: A system restart may be required after using the removal tool and installing SAE.
Edit the VSE policy and re-enable Access Protection.
Create a new MA task to deploy SAE 3.5 Patch 1 (build 3.5.0.724).
Run the MA task.

SAE 3.5 with Patch 1 will now successfully install.

Related Information

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.

Attachment

SAEEEDK_1000.zip
76K • < 1 minute @ broadband

Affected Products

Known Issue/Product Defect
SiteAdvisor Enterprise 3.5
Upgrade/Migrate

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SiteAdvisor Enterprise 3.5 Patch 1 upgrade fails

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