Cannot upgrade extension de_help to version 7.2.0.040 because version 710.100 is already installed

Technical Articles ID: KB89037
Last Modified: 2/24/2020

Environment

McAfee Drive Encryption (DE) 7.2 Update 1 (DE 7.2.1) and later

For details of DE supported environments, see KB79422.

Problem

You are unable to upgrade the DE Help extension from DE 7.1.x to the DE 7.2.0 Help extension (build 7.2.0.040) via the ePO Console.

You see the following details and error:

Install Extension
Name:	de_help
Version:	7.2.0.040
Product:	Help Content
Details:
Signed by:	Signed by McAfee product certificate
Requires	Core
Error:	Can't upgrade extension de_help to version 7.2.0.040 because version 710.100 is already installed.

NOTE: The build number shown above might change as later versions of DE 7.2.x are released. Because DE 7.2.0 and 7.2.1 share the extension, the example covers the Help file build number for DE 7.2.0 and 7.2.1.

Cause

A deliberate change in the version convention used for Help extensions has been introduced, adopting the format x.x.x.yyy. Previous releases (DE 7.1.x) used the format xxx.yy. For example, the DE 7.1.0 Help extension version is shown as 710.100 and the DE 7.2.0/7.2.1 Help extension version is shown as 7.2.0.040

The change to the version numbering scheme means that, when the check takes place, it identifies the new DE Help extension as an earlier release.

Solution

This behavior is expected because of the change in the version number convention. This issue is not seen when you upgrade from DE 7.2.0 to later versions.

As a temporary measure, implement the following workaround.

Workaround

To successfully check in the DE 7.2.1 Help extension:

Log on to the ePO Console.
Remove the DE 7.1.x Help extension.
1. Click Menu, Software, Extensions.
2. Select the de_help extension, then click Remove.
3. Click OK. Confirm the removal.
Check in the DE 7.2.x Help extension:
1. Click Menu, Software, Extensions, Install Extension.
2. Click Browse to locate the DE 7.2.x Help Extension ZIP file (help_de_72x.zip), then click OK.
3. Click OK.

The extension now successfully installs.

Affected Products

Drive Encryption 7.2
Known Issue/Product Defect
Upgrade/Migrate

Languages:

This article is available in the following languages:

English United States
Spanish Spain
French
Italian
Japanese
Portuguese Brasileiro
Chinese Simplified

Knowledge Center

Cannot upgrade extension de_help to version 7.2.0.040 because version 710.100 is already installed

Environment

Problem

Cause

Solution

Workaround

Affected Products

Languages:

Title

Title

Knowledge Center

Cannot upgrade extension de_help to version 7.2.0.040 because version 710.100 is already installed

Environment

Problem

Cause

Solution

Workaround

Affected Products

Languages:

Choose your region

Title

Title