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udlondy
Level 8
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Message 1 of 14

Difficulty re-installing ENS

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I installed Windows 10 update 1903. Now, I cannot reinstall McAfee Endpoint Security. I have even downloaded the latest update (McAfee_Endpoint_Security_10.6.1.1340.1_standalone_client_install), yet it gives the error as seen in the attached image.

 

Any clue please?

1 Solution

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McAfee Employee AdithyanT
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Message 12 of 14

Re: Difficulty re-installing ENS

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Hi @Sylvesterlon 

Thanks to your time and patience with our support, the reported issue is now resolved as per the Service Request. Please do not hesitate to let us know if you need any further assistance and we will be very glad to be of help! Hope your Support Experience was satisfactory! 🙂

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Thanks and regards,
Adithyan T
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13 Replies

Re: Difficulty re-installing ENS

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You can try to use the removal tool to clean uninstall ENS first

McAfee Employee patrakshar
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Message 3 of 14

Re: Difficulty re-installing ENS

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Did you have any other version of ENS installed on the machine before upgrading the Windows to 1903? If yes, then which ENS version was that?

udlondy
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Message 4 of 14

Re: Difficulty re-installing ENS

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During the upgrade to 1903, Windows demanded that McAfee be uninstalled before Windows install continued. So, there was no single McAfee product remained while I upgraded.

McAfee Employee patrakshar
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Message 5 of 14

Re: Difficulty re-installing ENS

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Would need to check the installation log further. Since you are trying the local installation can you please share the McAfeeLogs folder from %temp% location?

udlondy
Level 8
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Message 6 of 14

Re: Difficulty re-installing ENS

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Hi Patraksha, please see below the information contained in the log:

29/08/2019 07:52:29.143 [6120] [BootStrapperMain] Starting Mcafee Endpoint Security installer
29/08/2019 07:52:29.206 [6120] [BootStrapperMain] Locale ID obtained is 1033
29/08/2019 07:52:30.659 [6120] [BootStrapperMain] Alert: Failed to run NtQueryInformationFile for \\*.*.*.*\Users\, last error: 0
29/08/2019 07:52:30.675 [6120] [BootStrapperMain] Alert: Failed to run NtQueryInformationFile for \\*.*.*.*\Users\IT\, last error: 0
29/08/2019 07:52:30.690 [6120] [BootStrapperMain] Alert: Failed to run NtQueryInformationFile for \\*.*.*.*\Users\IT\Utility\, last error: 0
29/08/2019 07:52:30.706 [6120] [BootStrapperMain] Alert: Failed to run NtQueryInformationFile for \\*.*.*.*\Users\IT\Utility\McAfee 10.6 StandAlone\, last error: 0
29/08/2019 07:52:30.721 [6120] [BootStrapperMain] Alert: Failed to run NtQueryInformationFile for \\*.*.*.*\Users\IT\Utility\McAfee 10.6 StandAlone\McAfee_Endpoint_Security_10.6.1.1340.1_standalone_client_install\, last error: 0
29/08/2019 07:52:31.03 [12080] [BootStrapperMain] [Pre-requisite]; Deploying XML services
29/08/2019 07:52:31.03 [12080] [BootStrapperMain] System already has MSXML 6 installed
29/08/2019 07:52:31.03 [12080] [BootStrapperMain] [Pre-requisite]; Deploying XML services completed
29/08/2019 07:52:31.550 [12080] [BootStrapperMain] McAfee Endpoint Security's running product version :10.6.1
29/08/2019 07:52:31.550 [12080] [BootStrapperMain] McAfee Endpoint Security's running build:1340.1
29/08/2019 07:52:31.565 [12080] [BootStrapperMain] [INFO]: UpgradeID retrieved is {74B710CF-552E-47D1-8CBF-D0AC2DA67B06}
29/08/2019 07:52:31.565 [12080] [BootStrapperMain] [INFO]: UpgradeID retrieved is {B2ABA365-ABA2-4E4F-8FE3-7C216A033359}
29/08/2019 07:52:31.565 [12080] [BootStrapperMain] [INFO]: UpgradeID retrieved is {858BFBEC-CE4F-4C5A-AD02-F88B7A3F670C}
29/08/2019 07:52:31.565 [12080] [BootStrapperMain] [INFO]: UpgradeID retrieved is {A1460C1B-0603-4AB7-84F0-37F06AB91F6D}
29/08/2019 07:52:31.565 [12080] [BootStrapperMain] Module configurations parsed
29/08/2019 07:52:31.596 [6120] [BootStrapperMain]

29/08/2019 07:52:31.596 [6120] [BootStrapperMain] Looking for pre install applications...
29/08/2019 07:52:31.596 [6120] [BootStrapperMain] Completed pre install applications look up.
29/08/2019 07:52:31.690 [6120] [BootStrapperMain] Couldn't obtain information on related products for 'Common'
29/08/2019 07:52:31.706 [6120] [BootStrapperMain] Modules count retrieved
29/08/2019 07:52:31.706 [6120] [BootStrapperMain] Mode : GUI
29/08/2019 07:52:31.706 [3880] [BootStrapperMain] InstallDeliverablesThread: Before IsGUIInstall. Value of 'bladeInstaller.m_bIsProgressRequired': false
29/08/2019 07:52:31.706 [3880] [BootStrapperMain] InstallDeliverablesThread: IsGUIInstall evaluated to 'true'
29/08/2019 07:52:31.706 [3880] [BootStrapperMain] Setting 'bladeInstaller.m_bIsProgressRequired' to 'true'
29/08/2019 07:52:31.706 [3880] [BootStrapperMain] InstallDeliverablesThread: After IsGUIInstall. Value of 'bladeInstaller.m_bIsProgressRequired': true
29/08/2019 07:52:31.706 [3880] [BootStrapperMain] InstallDeliverablesThread: Waiting for InitDialog event
29/08/2019 07:52:34.175 [12556] [BootStrapperMain] Detecting Conflicting products
29/08/2019 07:53:05.927 [12556] [BootStrapperMain] C:\ProgramData\McAfeeTmpInstall_Common_Conflict\uninst.exe -D uninst.ini -S -L -A -G 0900
29/08/2019 07:53:35.177 [12556] [BootStrapperMain] process return code : 1
29/08/2019 07:53:35.192 [12556] [BootStrapperMain] C:\ProgramData\McAfeeTmpInstall_Common_Conflict\uninstX64.exe -D uninst.ini -S -L -A -G 0900
29/08/2019 07:53:59.630 [12556] [BootStrapperMain] process return code : 1
29/08/2019 07:54:13.431 [3880] [BootStrapperMain] Started installing Dependencies
29/08/2019 07:54:13.446 [3880] [BootStrapperMain] Installing Common 1607.1
29/08/2019 07:54:45.812 [3880] [BootStrapperMain] C:\ProgramData\McAfeeTmpInstall_Common\setupCC.exe /qn INSTALLDIR="C:\Program Files\McAfee\Endpoint Security" /ignore /norestart
29/08/2019 07:59:41.946 [3880] [BootStrapperMain] Install failed return code : 16029
29/08/2019 07:59:42.337 [3880] [BootStrapperMain] [ERROR]: Dependency Installation Failed. Dependency :Common
29/08/2019 07:59:42.353 [3880] [BootStrapperMain] Modules Installation Failed
29/08/2019 07:59:42.353 [3880] [BootStrapperMain] Exiting Installation.

McAfee Employee chealey
McAfee Employee
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Message 7 of 14

Re: Difficulty re-installing ENS

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Hey @udlondy 

We'd need more than just that extract. Other logs in the location mentioned by @patrakshar  are needed. I would advise you create an SR and upload those logs so we can analyse them in full.

PS. you may want to edit your post - you've included some IP addresses which you may not want to share on this public forum.

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udlondy
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Message 8 of 14

Re: Difficulty re-installing ENS

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Please how do i create an SR?

McAfee Employee chealey
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Message 9 of 14

Re: Difficulty re-installing ENS

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Go to: https://support.mcafee.com/

Login with your portal user and you will be able to raise the case.

 

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Re: Difficulty re-installing ENS

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I have created the SR. You may want to view it on Service Request # 4-20282518861 . I look forward to your response, please.

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