1 Reply Latest reply on Jan 3, 2017 9:12 AM by danteoz

    Unable to remove/upgrade ENS Threat Prevention 10.1

    bblanchard

      I have a few Windows 7 systems running:

       

      McAfee Agent 5.0.4

      ENS Platform 10.1

      ENS Threat Prevention 10.1.0.875 (patch 1)

       

      I was able to upgrade ENS platform to 10.5 but it wont let me upgrade the TP module to 10.5.

      I tried removing everything through ePO and manually (agent and ENS) but the threat prevention module will not even uninstall.

       

      I get the following logs when running a deployment task to install ENS Threat Prevention 10.5:

       

      ###

      McAfee_ThreatPrevention_CustomAction_Uninstall_122916_131604.log

      ###

       

      29/12/2016 13:16:08.662 [4944] [TPCustomAction] Appended Install log directory to Temp Path successfully

      29/12/2016 13:16:08.662 [4944] [TPCustomAction] Install log directory already exists

      29/12/2016 13:16:08.662 [4944] [TPCustomAction] >> UnInstalling CasperSDK: "C:\Program Files\McAfee\Endpoint Security\Threat Prevention\AMcore\installer.exe" -u -l "C:\Windows\TEMP\\McAfeeLogs\McAfee_ThreatPrevention_Caspercore_uninstall_12291 6_131608.log" -etl "C:\Windows\TEMP\\McAfeeLogs\McAfee_ThreatPrevention_Caspercore_uninstall_12291 6_131608.etl" -x "C:\Program Files\McAfee\Endpoint Security\Threat Prevention\AMcore\mfeavsinst_vse90.xml"

      29/12/2016 13:16:08.662 [4944] [TPCustomAction] >> before running commandline 1

      29/12/2016 13:16:09.05 [4944] [TPCustomAction] >> before checking dwRetVal condition 1638

      29/12/2016 13:16:09.05 [4944] [TPCustomAction] >> inside else condition

      29/12/2016 13:16:09.05 [4944] [TPCustomAction] !> Error - CasperCore uninstall failed

       

      ###

      McAfee_ThreatPrevention_Caspercore_uninstall_122916_131608.log

      ###

       

      29/12/16 13:16:08 InstallHelper.cpp: .\Main.cpp: 96:

      29/12/16 13:16:08 InstallHelper.cpp: .\Main.cpp: 97:

      29/12/16 13:16:08 InstallHelper.cpp: .\Main.cpp: 98: ###**************************************************************************** ******

      29/12/16 13:16:08 InstallHelper.cpp: .\Main.cpp: 99: Beginning AMCore Installation/Uninstallation sequence

      29/12/16 13:16:08 InstallHelper.cpp: .\Main.cpp: 100: ###**************************************************************************** ******

      29/12/16 13:16:08 InstallHelper.cpp: .\IInstallable.cpp: 171: System directory is C:\Windows\system32\

      29/12/16 13:16:08 InstallHelper.cpp: .\IInstallable.cpp: 189: 32-bit Syscore installation directory is C:\Program Files (x86)\Common Files\McAfee\SystemCore

      29/12/16 13:16:08 InstallHelper.cpp: .\IInstallable.cpp: 190: 64-bit Syscore installation directory is C:\Program Files\Common Files\McAfee\SystemCore

      29/12/16 13:16:08 InstallHelper.cpp: .\IInstallable.cpp: 204: Program Files directory is C:\Program Files\

      29/12/16 13:16:08 InstallHelper.cpp: .\IInstallable.cpp: 213: Program Files (x86) directory is C:\Program Files (x86)\

      29/12/16 13:16:08 InstallHelper.cpp: .\IInstallable.cpp: 220: Program Files\Commmon Files directory is C:\Program Files\Common Files\

      29/12/16 13:16:08 InstallHelper.cpp: .\IInstallable.cpp: 229: Program Files (x86)\Common Files directory is C:\Program Files (x86)\Common Files\

      29/12/16 13:16:08 InstallHelper.cpp: .\IInstallable.cpp: 235: ProgramData is C:\ProgramData\

      29/12/16 13:16:08 InstallHelper.cpp: .\MMService.cpp: 36: Entered function MMService::MMService

      29/12/16 13:16:08 InstallHelper.cpp: .\MMService.cpp: 48: Exiting function MMService::MMService

      29/12/16 13:16:08 InstallHelper.cpp: .\AccessProtection.cpp: 30: Entered function AccessProtection::AccessProtection

      29/12/16 13:16:08 InstallHelper.cpp: .\AccessProtection.cpp: 31: Exiting function AccessProtection::AccessProtection

      29/12/16 13:16:08 InstallHelper.cpp: .\Main.cpp: 123: AMCore Version: 1.4.1.588.11

      29/12/16 13:16:08 InstallHelper.cpp: .\installer.cpp: 407: Entered function PerformAction

      29/12/16 13:16:08 InstallHelper.cpp: .\IInstallable.cpp: 337: Product Guid is EA334ECD-7513-486B-A265-0C698FACBB06

      29/12/16 13:16:08 InstallHelper.cpp: .\Package.cpp: 244: Entered function Package::CheckCompatibility

      29/12/16 13:16:08 InstallHelper.cpp: .\Package.cpp: 1051: Entered function Feature::IsPlatformEnabled

      29/12/16 13:16:08 InstallHelper.cpp: .\Package.cpp: 1075: Exiting function Feature::IsPlatformEnabled

      29/12/16 13:16:08 InstallHelper.cpp: .\Package.cpp: 1082: Entered function Feature::IsProcessorCompatible

      29/12/16 13:16:08 InstallHelper.cpp: .\Package.cpp: 1101: Exiting function Feature::IsProcessorCompatible

      29/12/16 13:16:08 InstallHelper.cpp: .\Package.cpp: 259: Exiting function Package::CheckCompatibility with result 0x0

      29/12/16 13:16:08 InstallHelper.cpp: .\installer.cpp: 518: UnInstalling AMCore

      29/12/16 13:16:08 InstallHelper.cpp: .\installer.cpp: 121: Entered function UnInstall

      29/12/16 13:16:08 InstallHelper.cpp: .\installer.cpp: 127: Checking to see if current version : 1.4.0.1163.1 matches the installer version : 1.4.1.588.11

      29/12/16 13:16:08 InstallHelper.cpp: .\installer.cpp: 139: Failed to UnInstall as installer doesn't match installed version

      29/12/16 13:16:08 InstallHelper.cpp: .\installer.cpp: 148: Exiting function UnInstall with result 1638

      29/12/16 13:16:08 InstallHelper.cpp: .\installer.cpp: 548: Exiting function PerformAction with result 0x666

      29/12/16 13:16:08 InstallHelper.cpp: .\MMService.cpp: 54: Entered function MMService::~MMService

      29/12/16 13:16:08 InstallHelper.cpp: .\MMService.cpp: 60: Exiting function MMService::~MMService

      29/12/16 13:16:08 InstallHelper.cpp: .\Main.cpp: 195: ###**************************************************************************** ******

      29/12/16 13:16:08 InstallHelper.cpp: .\Main.cpp: 196: Completed AMCore Installation/Uninstallation sequence with result 0x666

      29/12/16 13:16:08 InstallHelper.cpp: .\Main.cpp: 197: ###**************************************************************************** ******

       

       

       

       

      Any idea why this is failing?

        • 1. Re: Unable to remove/upgrade ENS Threat Prevention 10.1
          danteoz

          Looks like there is a mismatch on installer types..

           

          29/12/16 13:16:08 InstallHelper.cpp: .\installer.cpp: 127: Checking to see if current version : 1.4.0.1163.1 matches the installer version : 1.4.1.588.11

          29/12/16 13:16:08 InstallHelper.cpp: .\installer.cpp: 139: Failed to UnInstall as installer doesn't match installed version

           

          I'm not sure how else to fix it other than opening a case with McAfee support and getting their removal tool. I had some mucked up version with 10.1 and 10.2 and the only way I was able to do any further install/uninstall was to open a case and they gave me the uninstaller. It wipes all the McAfee products off and you get to start clean. It expires and deletes itself after some time though.