7 Replies Latest reply on Dec 14, 2017 8:41 AM by karlimaa

    can't install/uninstall ENS because of missing registry key

    nick.b

      Hello all,

      I'm in a curious situation.

      After installing McAfee Endpoint Security, I decided to remove McAfee Live Security which came preinstalled in my Dell laptop.

      This probably created a big disaster because as of now I'm stuck and cannot update/remove ENS.

      The problem reported in logs is:

       

      01/12/2017 14:40:54.124 [9600] [GenericCustomAction] Gain installer exlusion through mfeEpAAC MFEPROTECT failed

      01/12/2017 14:40:54.125 [9600] [GenericCustomAction] Trying to gain installer exlusion now by mfeEpAAC protected with MFEINSTALL

      01/12/2017 14:40:54.126 [9600] [GenericCustomAction] This is a 64 bit system

      01/12/2017 14:40:54.127 [9600] [GenericCustomAction] Could not open the registry key SOFTWARE\McAfee\Endpoint. Error = 183

       

      and that's correct, the key is missing....maybe the removal of McAfee Live Security deleted it.

      Actually I cannot even create that key because it seems protected.

       

      Both the installer/uninstaller check for that key before doing anything and fails.

       

      Any suggestion on what I can do?

      I can't contact support at the moment because this is an enterprise sistem with ePO and I don't have McAfee contract details and my IT is actually too busy to follow this.

       

      Hope there is also an alternative solution...let me know if someone knows.

        • 1. Re: can't install/uninstall ENS because of missing registry key
          karlimaa

          I have a similar problem: I should install the "creator's update"  to windows which is rejected because i shall first de-install Endpoint Security.

           

          De-Installing any of the Endpoint Security programs (I tried them all...) through the Windows Settings fails with (log file):

           

          06/12/2017 08:25:34.941 [8456] [GenericCustomAction] McAfee CustomAction : Begin GainAACAccess_Immediate

          06/12/2017 08:25:34.943 [8456] [GenericCustomAction] CLIENTPROCESSID obtained from msi. Value : 17840

          06/12/2017 08:25:34.944 [8456] [GenericCustomAction] SUPPORTDIR obtained from msi. Value : C:\Users\Karli\AppData\Local\Temp\{6D20F37F-05CB-401E-83A3-DEB93B29196E}

          06/12/2017 08:25:34.945 [8456] [GenericCustomAction] McAfee CustomAction : Begin GainMsiExclusion

          06/12/2017 08:25:34.949 [8456] [GenericCustomAction] The PID obtained is a msiexec.exe. Proceed further!

          06/12/2017 08:25:34.952 [8456] [GenericCustomAction] This is a 64 bit system

          06/12/2017 08:25:34.952 [8456] [GenericCustomAction] Could not open the registry key SOFTWARE\McAfee\Endpoint. Error = 183

          06/12/2017 08:25:34.953 [8456] [GenericCustomAction] Gain installer exlusion through mfeEpAAC MFEPROTECT failed

          06/12/2017 08:25:34.954 [8456] [GenericCustomAction] Trying to gain installer exlusion now by mfeEpAAC protected with MFEINSTALL

          06/12/2017 08:25:34.955 [8456] [GenericCustomAction] This is a 64 bit system

          06/12/2017 08:25:34.956 [8456] [GenericCustomAction] Could not open the registry key SOFTWARE\McAfee\Endpoint. Error = 183

           

          trying the Custom product removal tool fails because a entreprise version is detected.

           

          By the way: Showing

          • - "McAfee Status"  :  OK
          • Info says version Endpoint Security Version 10.5 (Agent 5.0.5.658), 
          • Update fails at PkgCatalog.xml
          • The console of Endpoint Security does not open

           

          This happens on two differemnt Laptops - so its unfortunately reproduceable...

           

          I strongly need a solution, because otherwise no windows updates will make it anymore to my PC...Thank you - Karl

          • 2. Re: can't install/uninstall ENS because of missing registry key
            nick.b

            ok I was in the exact same situation.

             

            Had to remove ENS to succeed installing Windows 10 build 1709.

             

            I finally succeded removing ENS using McAfee Removal tool MFRemoval100.exe for enteprise products.

            • 3. Re: can't install/uninstall ENS because of missing registry key
              pgajdek

              where did you get the tool.. i'm looking under product download page with our Grant number and we can't find it anywhere?

              • 4. Re: can't install/uninstall ENS because of missing registry key
                nick.b

                you have to ask it to McAfee support.

                There are no other ways to get it.

                • 5. Re: can't install/uninstall ENS because of missing registry key
                  nick.b

                  it seems that now that I succesfully installed windows 10 creator update, mcafee agent is not able to install ENS 10.5.3 because it tries to install 10.5.0 first and then patch&upgrade to 10.5.3 and something fails to install...maybe Windows 10 refuses to install ENS prior to 10.5.3...someone can confirm?

                  Is there a package for ENS 10.5.3 standalone, not patch on top of previous releases?

                  • 6. Re: can't install/uninstall ENS because of missing registry key
                    pgajdek

                    you can download full package.. make sure you get the one for ePO deployment and not the Stand Alone Deployment... check it in either thru your epo Software manager or download it from Product Download page using your grant number.. Although you will have to uninstall the 10.5.0 and run full install client task..

                    • 7. Re: can't install/uninstall ENS because of missing registry key
                      karlimaa

                      Thanks a lot.

                      the hint worked perfectly well on two different laptops which had the (more or less) same problem.

                      Fortunately I got the MFRemoval100.exe tool through our company tech support - since apparently this is often seen a problem it might be a good idea to have that program available directly for "technology oriented" members of entreprise customers.