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VirusScan Enterprise 8.8 upgrade from Patch 4 to 7 fails
Technical Articles ID:   KB87105
Last Modified:  4/7/2017
Rated:

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, causing the upgrade process to hang. A subsequent restart of the Microsoft Windows system leaves VSE in a non-working state. This 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 proceed (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; it contains a kernel driver that attempts to suspend the installer while processing a thread create notification to inject a DLL, 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 prevent the attempt to resume, leaving 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 prior to the next VSE installation attempt.

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