Upgrade of DLP Endpoint agent is failing with "Installation success or error status: 1603" error.
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Upgrade of DLP Endpoint agent is failing with "Installation success or error status: 1603" error.

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Article ID: 164654

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Updated On:

Products

Data Loss Prevention Endpoint Prevent

Issue/Introduction

Upgrade of current DLP Endpoint agent to a next major release is failing with "Installation success or error status: 1603" error.

You are seeing below mentioned lines in the upgrade log file:

MSI (s) (64:8C) [14:55:06:755]: Windows Installer installed the product. Product Name: AgentInstall-x64_16_0. Product Version: 16.0.00200.60415. Product Language: 1033. Manufacturer: Symantec Corp.. Installation success or error status: 1603.

2023-07-14 14:55:06 | CreateContentStoreWithLegacyItem | FINEST | Uninstall string did not match product code.
2023-07-14 14:55:06 | CreateContentStoreWithLegacyItem | FINEST | strProductKeyName: SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-21-583907252-796845957-839522115-13019
2023-07-14 14:55:06 | CreateContentStoreWithLegacyItem | FINEST | enumerated a subkey: SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-21-583907252-796845957-839522115-13019\Products\0774B62513C081453A2248879E22F725
2023-07-14 14:55:06 | CreateContentStoreWithLegacyItem | FINEST | RegEnumKeyEx() returned: 259
2023-07-14 14:55:06 | CreateContentStoreWithLegacyItem | FINEST | strCurProdID: 0774B62513C081453A2248879E22F725
2023-07-14 14:55:06 | CreateContentStoreWithLegacyItem | FINE | UninstallString: MsiExec.exe /X{526B4770-0C31-5418-A322-8478E9227F52}
2023-07-14 14:55:06 | CreateContentStoreWithLegacyItem | FINEST | Uninstall string did not match product code.
2023-07-14 14:55:06 | CreateContentStoreWithLegacyItem | WARNING | findProductId() failed

Environment

Windows 7, Windows 10

DLP 15.x

DLP 16.x

Cause

This issue is caused if below mentioned string values are missing from windows registry hive:

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{Product ID}

Note: For DLP 15.7 MP2 Endpoint Agent, for example, the above mentioned product ID is going to be D668E870-0F50-477C-81ED-991D9768055B

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Products\Product ID\InstallProperties

Note: For DLP 15.7 MP2 Endpoint Agent, for example, the above mentioned product ID is going to be D668E870-0F50-477C-81ED-991D9768055B

 

Please consult DLP Technical support to find out relevant Product ID's - 

 

Resolution

  1. Open HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{D668E870-0F50-477C-81ED-991D9768055B}
  2. Right click on the right hand side of the regedit window, click “New”, click “String” and name the new string as UninstallString

  3. Right click UninstallString, click Modify and enter the value as MsiExec.exe /X{Product ID}

  4. Open HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Products\Product ID\InstallProperties

  5. Right click on the right hand side of the regedit window, click “New”, click “String” and name the new string as UninstallString

  6. Right click UninstallString, click Modify and enter the value as MsiExec.exe /X{Product ID}

  7. Reboot the machine and then try upgrading DLP Endpoint Agent again