VirusScan Enterprise 8.8 upgrade from Patch 4 to 7 fails

Technical Articles ID: KB87105
Last Modified: 1/27/2020

Environment

McAfee VirusScan Enterprise (VSE) 8.8

For details of VSE 8.8 supported environments, see KB51111.

Problem

Some third-party application processes pause and resume activity. This behavior could interfere with the VSE Patch 7 upgrade process and cause the upgrade process to hang. A subsequent restart of the Microsoft Windows system leaves VSE in a non-working state. This issue can also happen during fresh installs of VSE 8.8 with Patch 7.

Indications for this issue can be seen in the VSE install logs, in particular the SysCore install log:

[%timestamp%] - StopService: Running pre stop command "C:\Program Files\Common files\McAfee\SystemCore\\DAInstall.exe -s
[%timestamp%] - Running "C:\Program Files\Common Files\McAfee\SystemCore\\DAInstall.exe" -ds...
[%timestamp%] - Waiting for "C:\Program Files\Common Files\McAfee\SystemCore\\DAInstall.exe" -ds to complete...

The upgrade process does not continue even if you allow time to pass and the log continues to grow in size.

Cause

A third-party application known to cause this issue is Trust View for UDP. This application contains a kernel driver that tries to suspend the installer while processing a thread create notification to inject a DLL, and then tries to resume the installer.

McAfee products that include Arbitrary Access Control (AAC, the replacement to Access Protection), and specifically version 15.4, allow the suspend to occur. But, they prevent the attempt to resume, which leaves the installer in a suspended state.

Solution

This issue is resolved in VSE 8.8 Patch 8 which upgrades SysCore to version 15.5.

Updates are available when you log on to the ServicePortal at: https://support.mcafee.com/downloads.

Workaround

If the issue has already been encountered, reboot and clean up the failed installation by removing VSE entirely from the Windows Control Panel.

Uninstall the third-party application that is suspending the installer before the next VSE installation attempt.

Affected Products

Known Issue/Product Defect
VirusScan Enterprise 8.8

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Knowledge Center

VirusScan Enterprise 8.8 upgrade from Patch 4 to 7 fails

Environment

Problem

Cause

Solution

Workaround

Affected Products

Languages:

Glossary of Technical Terms

Title

Title

Knowledge Center

VirusScan Enterprise 8.8 upgrade from Patch 4 to 7 fails

Environment

Problem

Cause

Solution

Workaround

Affected Products

Languages:

Glossary of Technical Terms

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Title

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