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OBK

Update: Failed to unload application from RAM

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Hi,

I tested the update from KES 10 SP2 to KES 11 beta2 and get on several computers the event

Event name  Completed with error
Severity:  Functional failure
Application:  Kaspersky Security Center 10 Administration Server
Version number:  10.5.1529
Task name:  Installation KES 11 für Windows (11.0.0.5186) inkl. USB-Schutz und AES (manuell) - POBK6240
Device:  POBK6240
Group:  kes 10 sp2
Time:  31.01.2018 10:55:12
Virtual Administration Server name:  
Description:  Remote installation has been completed with an error on this device: Fatal error during installation. (Error 27200. Failed to unload application from RAM.)

You'll find traces and install logs from one device at https://www.magentacloud.de/lnk/Seh5EA1m

Kind regards,

OBK

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Hello. 

Please provide full GSI report from affected PC. 

Could you attach active KES policy ? 

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Please check whether disabling Self-Defence in policy affect this issue reproduction ? 

 

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vor 2 Stunden schrieb Evgeny_E:

Please check whether disabling Self-Defence in policy affect this issue reproduction ? 

I disabled Self-Defence, but still the same issue.

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Coul you please provide fresh Full GSI report from PC with disabled Self-Defence and failed KES software update ? 

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Am ‎04‎.‎02‎.‎2018 um 00:33 schrieb Evgeny_E:

Coul you please provide fresh Full GSI report from PC with disabled Self-Defence and failed KES software update ? 

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

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Am ‎10‎.‎02‎.‎2018 um 07:21 schrieb Evgeny_E:

I don't see MsiInstaller events after you applied new policy. And I was unable to find kl-install or kl-setup logs. Please check this article and provide installation logs from your PC https://support.kaspersky.com/9342

Do you need the log files of the folder %USERPROFILE%\AppData\Local\Temp? There aren't any, because I used an account for the Installation who never logged on at the host. For this it doesn't exist the path  %USERPROFILE%\AppData\Local\Temp. Where I have to search for the log files?

For the log files of folder %windir%\temp, please refer to the attached files.

Kind regards,

OBK

180212.zip

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Hello. 

Have you tried to set your task to use network agent to update KES ?

Check whether disabling Self-Defence in KES interface change installation behaviour during remote task execution. 

Check whether you can uptade KES during standalone installation launched from host by user with sufficient privilages .

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Am ‎26‎.‎02‎.‎2018 um 14:12 schrieb Evgeny_E:

Have you tried to set your task to use network agent to update KES ?

Check whether disabling Self-Defence in KES interface change installation behaviour during remote task execution. 

Check whether you can uptade KES during standalone installation launched from host by user with sufficient privilages .

I didn't expect, that you need further informations. We deinstalled KES 10 manually and installed KES 11. I'll do the tests when I'll have another host with the same problems.

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