Troubleshooting common issues for McAfee Smart Installer failure

Technical Articles ID: KB93145
Last Modified: 6/17/2021

McAfee Agent (MA) 5.7.x, 5.6.x
McAfee Smart Installer

This article contains the three most common failure scenarios when you install McAfee Agent using the McAfee Smart Installer.

Issue Description: The McAfee Smart Installer is blocked from downloading installation or configuration files.
Primary errors: McAfeeSmartInstall_(date).log (C:\Users\<username>\AppData\Local\Temp\McAfeeLogs) curl Failed to connect to ah-mcafee.mvision.mcafee.com port 443: Timed out In the McAfee Smart Installer user interface, you see a message that states: Trying to download files directly from ePO Trying to download files directly from ePO, Using Proxy Unable to download files directly from ePO using proxy Unable to download files via Proxy, Using Relay Unable to download files via relay, download files failed Error occurred during agent McAfeeSmartInstall operations
Cause This problem relates to a connectivity issue between the McAfee Smart Installer and the McAfee download URLs.
Resolution Make sure that the McAfee Smart Installer on the local system has connectivity to the McAfee URLs and ports. For details, see KB94621 - McAfee Smart Installer is blocked from downloading installation or configuration files

Issue Description: If you are using a McAfee Smart Installer that was generated on or before May 30, 2020, the installer fails.
Primary errors: McAfeeSmartInstall_(date).log (C:\Users\<username>\AppData\Local\Temp\McAfeeLogs) curl SSL certificate problem: self signed certificate in certificate chain In the McAfee Smart Installer user interface, you see a message that states: Trying to download files directly from ePO Trying to download files directly from ePO, Using Proxy Unable to download files directly from ePO using proxy Unable to download files via Proxy, Using Relay Unable to download files via relay, download files failed Error occurred during agent McAfeeSmartInstall operations
Cause The McAfee Smart Installer is using an expired root certificate.
Resolution Make sure that the McAfee Smart Installer you are using was downloaded or generated after May 30, 2020. For details, see KB92968 - McAfee Agent Smart Installs fail for ePO Cloud after a root certificate expired on May 30, 2020.

Issue Description: Installation of McAfee Smart Installer fails
Primary errors McAfeeSmartInstall_(date).log (C:\Users\<username>\AppData\Local\Temp\McAfeeLogs): MSI (s) (38:E0) [13:18:18:244]: Product: McAfee Agent -- Installation failed. MSI (s) (38:E0) [13:18:18:244]: Windows Installer installed the product. Product Name: McAfee Agent. Product Version: 5.06.0402. Product Language: 1033. Manufacturer: McAfee, Inc.. Installation success or error status: 1633. MSI (s) (38:E0) [13:18:18:260]: MainEngineThread is returning 1633 MSI (s) (38:88) [13:18:18:260]: No System Restore sequence number for this installation. This installation package is not supported by this processor type. Contact your product vendor. In the McAfee Smart Installer user interface, you see a message that states: Installing Agent. This may take a while... Agent installation was not successful
Cause The McAfee Smart Installer is installed on an unsupported platform.
Resolution Make sure the system that you are trying to use the McAfee Smart Installer on, is a supported version. For details, see KB94622 - Installation of McAfee Smart Installer fails.

Install/Uninstall
McAfee Agent 5.7.x
McAfee Agent 5.6.x

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