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Windows fails to apply updates with Endpoint Security installed
Technical Articles ID:   KB89402
Last Modified:  6/7/2018
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Environment

McAfee Endpoint Security (ENS) Threat Prevention 10.5.0, 10.2.x

Microsoft Windows Server 2012 R2
Microsoft Windows 10, 8.1, 7

Summary

If you are experiencing a Windows update failure when ENS is installed, and the issue or resolution does not match what is described below, please work with Technical Support to identify the cause of the failure you are experiencing. The same symptom can have differing causes, and this article describes one such cause we have already resolved.

IMPORTANT: If you find it necessary to uninstall ENS for Windows updates to succeed, that is an issue we want to investigate and resolve.
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.

Problem

With ENS installed, Windows poqexec.exe fails to install Windows updates and shows Error C0000022.

The following sequence of events occurs when trying to install the updates:
  1. Windows downloads the updates.
  2. Windows tries to apply the updates.
  3. Most of the updates successfully install.
  4. One of the following symptoms is observed for some of the updates:
    • The updates show as failed and attempt reinstalling (this is random, no specific update seems to cause this).
    • The updates show as installed and the machine reboots, at which point the process hangs until it terminates and Windows reloads without the updates installed.

Cause

The Windows file poqexec.exe is triggering the Self Protection feature of ENS, which prevents poqexec.exe from taking the action needed to install the updates.

Solution

This issue is resolved with content version 2990 (released May 24, 2017) and later, which is available online at: https://www.mcafee.com/apps/downloads/security-updates/security-updates.aspx.

In addition, this issue does not occur with ENS 10.5.1 and later.

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.

Workaround

Within ePolicy Orchestrator, modify the policy managing the machine to disable Access Protection and Self Protection until the updates are complete. Then, revert the changes to re-enable Access Protection and Self Protection.

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