7 Replies Latest reply on Oct 31, 2012 4:04 AM by rackroyd

    Please help! ePO 4.5 Patch 6 installation failing.

      ePO server is Win 2003, SQL 2005. Installation moves along but ends with this error:

      "The Wizard was interrupted before epolicy orchestrator could be completely installed.  The system has not been modified.  Run the install again."

       

      Tried it three times (I know that is the definition of stupid!) with the same error.

       

      Help!!!!!

       

      Ash

        • 1. Re: Please help! ePO 4.5 Patch 6 installation failing.

          Checked install logs and found the first failure entry as follows:

           

          2012/10/24 07:51:57 CALOG:Failure: in LaunchAppAndWait while trying to run the following program:

           

          D:\Program Files\ McAfee\ ePolicy Orchestrator\Installer\Core\install.bat

          Return code: 1

          Error Message: incorrect Function

           

          After this the log shows rollback.

           

          Any help will be appreciated. 

           

          Ash

          • 2. Re: Please help! ePO 4.5 Patch 6 installation failing.
            rackroyd

            You might see more detail on the problem in the core-install.log that you can then use to search the McAfee Knowledge base:

            https://mysupport.mcafee.com/Eservice/Default.aspx

             

            With the present detail there is not enough to be able to comment i'm afraid.

            It's probably advisable to open a McAfee support call to have this looked at further.

             

            • 3. Re: Please help! ePO 4.5 Patch 6 installation failing.

              Thanks for your reply.

              The log file is attached here..

              Appreciate any help.

               

              rackroyd wrote:

               

              You might see more detail on the problem in the core-install.log that you can then use to search the McAfee Knowledge base:

              https://mysupport.mcafee.com/Eservice/Default.aspx

               

              With the present detail there is not enough to be able to comment i'm afraid.

              It's probably advisable to open a McAfee support call to have this looked at further.

               

              rackroyd wrote:

               

              You might see more detail on the problem in the core-install.log that you can then use to search the McAfee Knowledge base:

              https://mysupport.mcafee.com/Eservice/Default.aspx

               

              With the present detail there is not enough to be able to comment i'm afraid.

              It's probably advisable to open a McAfee support call to have this looked at further.

               

              rackroyd wrote:

               

              You might see more detail on the problem in the core-install.log that you can then use to search the McAfee Knowledge base:

              https://mysupport.mcafee.com/Eservice/Default.aspx

               

              With the present detail there is not enough to be able to comment i'm afraid.

              It's probably advisable to open a McAfee support call to have this looked at further.

               

               

              • 4. Re: Please help! ePO 4.5 Patch 6 installation failing.
                rackroyd

                Well, the error is a failure to restart tomcat.

                 

                07:53:25 ePO450CALog (RB): Stopping the service [MCAFEETOMCATSRV200] so that the logs can be gathered.

                07:53:25 ePO450CALog (RB): Attempting to stop Service [MCAFEETOMCATSRV200].

                07:53:30 ePO450CALog (RB): FAILURE: In ServiceStopService to stop service [MCAFEETOMCATSRV200] with return code [-1].  Failed in InstallScript file [C:\CodeBases\isdev\Script\ISRT\Src\Service.rul] line number [417] with error code [-1].

                 

                The closest match is support article: KB52236, this does not offer a solution but it does tell you what data is required to open a McAfee support case.

                i'd suggest pulling the files listed in the article & contacting McAfee support for advice. It might be a simple as restarting Sql services but probably not !

                 

                Rgds,

                 

                Rob.

                • 5. Re: Please help! ePO 4.5 Patch 6 installation failing.

                  Thank you for going through the install log.  I will check according to your suggestion and get back to report.

                  Thanks again,

                   

                  AshK

                  • 6. Re: Please help! ePO 4.5 Patch 6 installation failing.

                    The error you pointed out is timed at 07:53:25.  But the first error in the log happened at 07:51.57.  That first error says:

                     

                    2012/10/24 07:51:57 CALog: FAILURE: In LaunchAppAndWait while trying to run the following program:

                    "D:\Program files\McAfee\EPOLIC~1\Installer\Core\install.bat"

                    Return code:1

                    Error Message: Incorrect Function.

                     

                    Then at 07:51:58 it starts InstallerRollBack. 

                     

                    Install.bat is attached with this email. I renamed to .txt just in case forum blocks batch files.

                     

                    Any help will be appreciated!

                     

                    Thank you!

                    AshK

                    • 7. Re: Please help! ePO 4.5 Patch 6 installation failing.
                      rackroyd

                      I'm afraid that all that helps with is a possible understanding that java can't be initiated at the time.

                      One possible cause is a lack of memory at this point in the installer for java to function. This is the java memory pool (or JvmMX) value, it is not directly related to the total system memory.

                      (Google JvmMX if you want to see how it functions)

                       

                      Anyway the JvmMX value is in the registry here:

                       

                      32-bit servers:
                      [HKEY_LOCAL_MACHINE\SOFTWARE\Apache Software Foundation\Procrun 2.0\MCAFEETOMCATSRV200\Parameters\Java]

                       

                      64-bit servers:
                      [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Apache Software Foundation\Procrun 2.0\MCAFEETOMCATSRV250\Parameters\Java]
                       
                      The default value in ePO 4.5 patch 5 and higher is 1024 and prior to that it was 256. (Info taken from KB71516). You should NOT go blindly adjusting this key though.

                      ~ and adjusting this key during an install process is not simple either as it would need to be done dynamically in debug mode.

                       

                      Note though that for interpreting install errors you really would be better contacting McAfee support for advice. What is described above is just one scenario.

                      More depth needs to be gone into than can easily be done on-forum.

                       

                      Rgds,

                       

                      Rob.