4 Replies Latest reply on Nov 3, 2011 12:37 PM by wwarren

    Missing "LicenseInformation" registry value

    wwarren

      HI All,

       

      I've seen a few comments now suggesting an encompassing thread would be a good idea.

      We have not seen conclusive evidence of the cause, but the circumstantial data is pretty convincing - that when patching the VirusScan Enterprise product there is risk of the "LicenseInformation" value being removed. It's normally located here: HKLM\Software\McAfee\DesktopProtection.

       

      The patch install process currently includes code to "backup" and later "restore" the data. The backup process includes deleting the value. It's not clear at what point the failure occurs, backup or rewrite, but it's apparent it can go missing.

      We will be changing patch installs starting with 8.8 Patch 2, to no longer backup/restore the LicenseInformation, since it's not a necessary value to backup/restore.

      We'll also explore whether the patch can restore the value if missing.

       

      In the meantime, Support can help you restore the value where needed. Exporting from a 'known good' system and importing to affected systems is an adequate workaround.

       

       

      This is a potentially serious issue, manifesting itsef in a multitude of ways -

      - multiple VShield icons in the system tray

      - VirusScan console will not open (the process starts but exits)

      - Statistic window will not open

      - VirusScan deployment task repeats, downloading the installation files each time

      - updates retrieve the full .zip file

       

       

        • 1. Re: Missing "LicenseInformation" registry value
          online83

          Hi wwarren,

          thanks for the info! Can you please answer some question about it...

          - does this issue occurs when updating from VSE 8.8 to patch1 only? or also in another case?

          - if yes, is this one of the reason why patch1 is not RTW yet?

          - is it possible to detect this issue on the ePO? or only directly on the client?

           

          Thank you very much!

          online

          • 2. Re: Missing "LicenseInformation" registry value
            wwarren
            - does this issue occurs when updating from VSE 8.8 to patch1 only? or also in another case?

            If using patches prior to VSE 8.8 Patch 2, there's the chance of systems encountering it. The issue is not reproducible on demand.

             

            - if yes, is this one of the reason why patch1 is not RTW yet?

            No. That was done due to an incompatibility issue with a different product, SolidCore 5.1.2, and we're waiting for that team to release a fix. See KB73274. We are releasing the patch to those who request it after confirming their awareness of this article.

            When the SolidCore fix is out, we'll formally RTW 8.8 Patch 1.

             

            - is it possible to detect this issue on the ePO? or only directly on the client?

            I believe you can spot them via ePO; systems will be missing license information in their properties.

            It's certainly a checklist item to look for when inspecting any system you think is having issues.

            • 3. Re: Missing "LicenseInformation" registry value
              online83

              [If using patches prior to VSE 8.8 Patch 2, there's the chance of systems encountering it. The issue is not reproducible on demand.]

               

              sorry for inconvenience...

              do you think that this issue might occur when updating from VSE 8.7 P5 to VSE 8.8 P1?

              • 4. Re: Missing "LicenseInformation" registry value
                wwarren

                online83 wrote:

                 

                [If using patches prior to VSE 8.8 Patch 2, there's the chance of systems encountering it. The issue is not reproducible on demand.]

                 

                sorry for inconvenience...

                do you think that this issue might occur when updating from VSE 8.7 P5 to VSE 8.8 P1?

                A good question... hmm, I think you could see it, yes. The problem lies within our preservation logic, where we purposefully make a backup of certain registry values then delete the old ones, and later restore the values from the backup copy. That logic gets executed on upgrades too. We don't know how the failure occurs but there aren't any other smoking guns on the scene.

                With 8.8 Patch 2 and later we should be able to avoid this symptom cropping up randomly in people's environments.