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Update agent failed with fatal error

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vor 19 Stunden schrieb Nikolay Arinchev:

Please remove Network Agent 10.4.343 (SF1) remains using cleaner and launch installation once again.

At https://support.kaspersky.com/13088 I read:

cleaner.exe /uc {B9518725-0B76-4793-A409-C6794442FB50}

  1. Run the following command:

cleaner.exe /pc {GUID}

The command cleaner.exe /pc {GUID} must only be run after the command cleaner.exe /uc {B9518725-0B76-4793-A409-C6794442FB50}.

My question: How do I get the GUID?

Kind regards,

OBK

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vor 4 Stunden schrieb OBK:

At https://support.kaspersky.com/13088 I read:

cleaner.exe /uc {B9518725-0B76-4793-A409-C6794442FB50}

  1. Run the following command:

cleaner.exe /pc {GUID}

The command cleaner.exe /pc {GUID} must only be run after the command cleaner.exe /uc {B9518725-0B76-4793-A409-C6794442FB50}.

My question: How do I get the GUID?

Kind regards,

OBK

Ignore it.

vor 23 Stunden schrieb Nikolay Arinchev:

Please remove Network Agent 10.4.343 (SF1) remains using cleaner and launch installation once again.

please refer to https://www.magentacloud.de/lnk/ZrhZE75H.

Kind regards,

OBK

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vor 4 Stunden schrieb Nikolay Arinchev:

Please provide us with Network Agent installation logs as well.

Please refer to attached file.

180118.zip

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Hello. 

Provided log states that installation of network agent was completed successfully

Цитата

MSI (s) (14:C4) [17:00:48:344]: Note: 1: 1707 
MSI (s) (14:C4) [17:00:48:344]: Application: Kaspersky Security Center 10 Network Agent - Installation completed successfully.

MSI (s) (14:C4) [17:00:48:344]: Das Produkt wurde durch Windows Installer installiert. Produktname: Kaspersky Security Center 10 Network Agent. Produktversion: 10.5.1529. Produktsprache: 1033. Hersteller: AO Kaspersky Lab. Erfolg- bzw. Fehlerstatus der Installation: 0.
 

Please let us know what is a current problem status on your side ? 

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Am ‎20‎.‎01‎.‎2018 um 17:54 schrieb Evgeny_E:

Please let us know what is a current problem status on your side ? 

As I wrote it wasn't possible to install an update on a computer.

Am ‎16‎.‎01‎.‎2018 um 12:59 schrieb OBK:

on one computer the update Installation from Agent 10.4 to 10.5 failed with a fatal error.

result.JPG

Then I removed the Network Agent using cleaner.

Am ‎16‎.‎01‎.‎2018 um 17:50 schrieb Nikolay Arinchev:

Please remove Network Agent 10.4.343 (SF1) remains using cleaner and launch installation once again.

Then I installed the Network Agent 10.5 and as you wrote, it completed successfully.

Am ‎20‎.‎01‎.‎2018 um 17:54 schrieb Evgeny_E:

Provided log states that installation of network agent was completed successfully.

If you think, that this is a normal behaviour, you may close the topic. But I ask: Why a normal update doesn't work? I tested it on other computers too and they had the same behaviour.

The following way is possible:

- Deinstallation Network Agent 10.4 with KSC 10 SP2

- Installation Network Agent 10.5 with KSC 10 SP3

But an update Installation still failed.

Kind regards,

OBK

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Hi,

Please delete all existing installation logs, run an update, make sure that it failed again and provide us with a new set of installation logs.

Thank you!

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vor 7 Stunden schrieb Nikolay Arinchev:

Please delete all existing installation logs, run an update, make sure that it failed again and provide us with a new set of installation logs.

please refer to attached file

install logs.zip

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On 24.01.2018 at 5:03 PM, OBK said:

please refer to attached file

install logs.zip

It appears that the installation is protected with a password. In order to upgrade a password-protected Network Agent, the password needs to be removed first, or the Network Agent uninstalled first.

Thank you.

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Am ‎28‎.‎02‎.‎2018 um 12:51 schrieb Kirill Tsapovsky:

It appears that the installation is protected with a password. In order to upgrade a password-protected Network Agent, the password needs to be removed first, or the Network Agent uninstalled first.

Yes it is. If this is the normal upgrade path for Password-protected network agents you may close the topic. But I would have expected that it's possible to enter the password in the installation task.

(With KSC beta 3 the installation starts but after half an hour it doesn't give a result).

Edited by OBK

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Hi,

Цитата

(With KSC beta 3 the installation starts but after half an hour it doesn't give a result).

Could you please describe the scenario with more details?

Thank you!

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Am ‎27‎.‎03‎.‎2018 um 05:27 schrieb Nikolay Arinchev:

Could you please describe the scenario with more Details?

please refer to attached file.

I started the Installation on 26th march at 11:15 AM

The setup started at 11:15 AM

I canceled the Task at 0:06 PM

On 27 th march the network agent didn't start automatically.

I started the service today manually at 10:04 AM. An event was created "Completed with error".

image.png.bb4f979c2398379119af9ecc29f80da1.png

Very interesting: The events are sorted by time, but they are not in the right order.

screenshot.JPG

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