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0x643 error when installing EndPoint Product (Antivirus)

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I am upgrading from 5.x to 7.x and I have run into some problems with a lot of PCs.  The agent pushes out fine and upgrades to the latest version.  Then when I push out the new version of the Antivirus product, the task ends with an error 0x643.  The details say that the ESET Antivirus product is no longer support on your outdated version of Microsoft Windows.  I get basically the same message if I try to install the software manually.  The PCs are running Windows 7 Pro, and they are up to date on updates.

Any thoughts?  Now that I have removed v5 Antivirus, and v7 won't install, I don't have any protection on these PCs.

Thanks,

James

 

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Did you choose to install an Endpoint Security product v7.2 in the software install task that you sent to clients?

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Yes.  I also downloaded the newest version of the Antivirus product and tried to install it manually.

The error from the software-install.log is: "Product: ESET Endpoint Antivirus -- ESET Endpoint Antivirus is no longer supported on your outdated version of Microsoft Windows."

I am also seeing a 1603 error in the log "Installation success or error status: 1603."

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Please provide an install log generated as per the KB https://support.eset.com/en/how-do-i-generate-an-installation-error-log-for-windows-eset-products as well as logs generated by ESET Log Collector.

Also please try running the Uninstall tool in safe mode on at least one machine and let us know if Endpoint 7.2 install alright then.

 

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I found a customers Windows 7 Pro SP1 64bit computer today having v5 EES 64bit so I d/l v7.2.2055.0 ESS 64bit and uninstalled the former, let reboot, and attempted to install the latter and got the error 'eset endpoint security is no longer supported on your outdated version of microsoft windows'.  This message seems as if I'm upgrading XP or Vista but the laptop in question was shipped as W7.  I was able to successfully install v7.1.2053.0 after finding an installer on another machine elsewhere.  It activated and updated successfully.  So I thought I'd run the 7.2.2055.0 installer over the top but got exact same message again.  Can only exit the installer after that message.

Thanks

Alex

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"as well as the updates KB4474419 and KB4490628 are required"

That's interesting, because I have found that several of the machines giving the error, needed KB4490628.  I'm not sure how that one gets missed.  Once I installed that, the remote install worked as planned. 

For now, I am making sure they are fully patched before trying to install ESET.

 

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Thanks for advising those two updates are required.   The laptop in question had been out of circulation for a while hence lack of updates.  Have caught up to point of including those two and ran the 7.2 installer over top and it worked.

The most disconcerting thing really was that the error reports  '...your outdated version of microsoft windows', but it's not the OS major version number (Win7) that's the problem, its the patching for that version.  If it had just stated 'your updates are too far behind', we'd look further and go oops and fix it.

But Thank You very much for a concise set of responses and solution.

Alex

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1 hour ago, cantankrs said:

The most disconcerting thing really was that the error reports  '...your outdated version of microsoft windows', but it's not the OS major version number (Win7) that's the problem, its the patching for that version.  If it had just stated 'your updates are too far behind', we'd look further and go oops and fix it.

Didn't you get a screen like this?

image.png

Not sure how it's with Endpoint but with EIS clicking "See your options" will take you to a KB with links to the required Windows updates.

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I got a message like that but it was just a regular Windows dialog box from memory.  About 10cm x 4cm in size.  The only option at the bottom from memory was 'OK'.  There wasn't any 'see your options' link.

 Sorry I didn't take a pic of the dialog box.

Alex

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