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Zoltan Endresz

The older version of ESET Endpoint Security cannot be removed #2

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Dear ESET staff,

I had a topic with same contain, but it is already archived:

The older version of ESET Endpoint Security cannot be removed
https://forum.eset.com/topic/22216-the-older-version-of-eset-endpoint-security-cannot-be-removed/

 

So, I was happy because  the EES 7.3.2032.0 release, as you can in read my previous archived topic I had a lot of problems with the version 7.2.2055.0 .

For testing I triggered an EES upgrade task from EES 7.1.20xx version to EES 7.3.2032 on three computers. The upgrade finished on two computers but failed on one with the known error message:

 

SoftwareInstallation: Installation failed with: (0x643), Fatal error during installation (0x643), The older version of ESET Endpoint Security cannot be removed. Contact your technical support group. , see software-install.log for more information loc...

 

I known, the recommended solution is log on the affected computer, restart it in safe mode, run the remover tool called esetuninstaller.exe, reboot again in normal mode and reinstall the ESET.

I manage more than 3500 computers in Europe, Asia and Americas. If the software update will fail on the 33% of these computers and I have to log in remotelly on each computers for fix the failed updates in safe mode, I will be in a huge trouble...

 

Could you please advise a solution or a best practice concerning my next steps? What can I do?

 

Thank's a lot for your help in advance.

 

Best regards

 

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Please provide software-install.log or try to install Endpoint v7.3 manually and create an install log as per https://support.eset.com/en/kb406-how-do-i-generate-an-installation-error-log-for-windows-eset-products. If the installation fails, the install log should contain more details about the cause of the failure. Please upload it here along with logs collected with ESET Log Collector.

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On ‎5‎/‎29‎/‎2020 at 8:36 AM, Marcos said:

Please provide software-install.log or try to install Endpoint v7.3 manually and create an install log as per https://support.eset.com/en/kb406-how-do-i-generate-an-installation-error-log-for-windows-eset-products. If the installation fails, the install log should contain more details about the cause of the failure. Please upload it here along with logs collected with ESET Log Collector.

Dear Marcos,

I uploaded the contain of the folder C:\ProgramData\ESET\RemoteAdministrator\Agent\EraAgentApplicationData\Logs from the affected computer, then started the LogCollector on it. You find the results in the attached files.

The test installation task was started on 29.05.2020

Thank you for your efforts in advance.

ELC_logs.zip install_report.pdf Logs.zip

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Hello Marcos,

 

I tried again the upgrade from EES 7.1.20xxx to EES 7.3.2032.0 on five computers.  It fiished on two but failed on three clients.

I got the following error messages when started the ees_nt64.msi installer manually:

 

D5WS2032-02.PNG.ca5c2630760f6a7210405891818478b2.PNG

 

 

  then

 

D5WS2032-03.PNG.db7e0dc5e6cf53461c9a0ef3affe1483.PNG

 

After this I started the esetuninstaller.exe in safe mode and reinstalled the EES, it helped as always.

 

Do you have any news concerning my previously uploaded log files?

 

Thank you.

 

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Hello All,

 

As a friendly reminder I would like ask again:   do you have any update for me?

 

Thank you for your reply in advance

 

 

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I would recommend opening a ticket with your local ESET support. Please keep in mind that this forum is not a substitute for contacting support especially if you need a timely answer to a tougher issue or if more iterations with support are needed and the issue needs to be tracked. While we as well as other users do our best to help here, some questions or issues may be beyond our knowledge or time capabilities to deal with them in a timely manner here.

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The intall log reads Source is invalid due to missing/inaccessible package (C:\WINDOWS\ccmcache\p\ees_nt64.msi) which is a weird path since msi files are stored in the ESET program data folder and c:\Windows\Installer.

Also the ELC logs provided do not contain a dump of the registry hive so I was unable to check registry values. As stated above (as well as at https://forum.eset.com/howtopost/), I'd recommend opening a ticket with your local support for further troubleshooting.

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