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KES Installation (Fatal Error)

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Greetings,

During the installation of stand-alone package of KES 11, Network agent install successfully but KES application gets failed with error  "Fatal error during installation. (You must restart your computer before proceeding with the installation.), even after multiple restart same error appears. I have executed KAVREMOVER also and then installed but same issue occurs, also installed KES 11 package downloaded from Kaspersky website but still that does not install with this error : "kaspersky error 27300. error installing driver klhk.sys_x64_nt602". Snaps are attached herewith. Kindly guide for this issue. 

Thanks

image.png.b606e1ae96ec3707b97c30c1532c2107.png

image.png.ab1be6acecb4ce5b1d90f776d1f38b8b.png

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Hello!

I have found only the message, that a restart is required before the installation in the installation log. 

Please check if the installation process works after the reboot. 

Thanks!

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36 minutes ago, Ivan.Ponomarev said:

Hello!

I have found only the message, that a restart is required before the installation in the installation log. 

Please check if the installation process works after the reboot. 

Thanks!

After multiple restarts,  still same error prompts.

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Do you run a clean installation? It looks like there are multiple KL software remains in the registry. 

Thanks!

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7 hours ago, Ivan.Ponomarev said:

Do you run a clean installation? It looks like there are multiple KL software remains in the registry. 

Thanks!

Yes, after running KAVREMOVER, installation is performed through stand-alone package and KES 11 full package separately, but it does not seems to help.

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Hi,

Please clean C:\Users\re1.bci\AppData\Local\Temp\ folder and ru ninstallation once agian.

Please let us know about result.

Thank you!

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1 hour ago, Nikolay Arinchev said:

Hi,

Please clean C:\Users\re1.bci\AppData\Local\Temp\ folder and ru ninstallation once agian.

Please let us know about result.

Thank you!

Hi,

Let me try this. 

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6 hours ago, Nikolay Arinchev said:

Hi,

Please clean C:\Users\re1.bci\AppData\Local\Temp\ folder and ru ninstallation once agian.

Please let us know about result.

Thank you!

Hi,

Issue has been resolved, marks this topic as solved. Thanks for the support (Y)

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9 hours ago, Nikolay Arinchev said:

Hi,

Please clean C:\Users\re1.bci\AppData\Local\Temp\ folder and ru ninstallation once agian.

Please let us know about result.

Thank you!

Hi,

Apologies for coming back on this topic after marking it as solved, actually issue was resolved on one pc but same issue is on other 3-5 pc as well, and this method is not applying on other pc and prompting the same error as attached below. Following are the methods that are being applied:

1. Installation of Kasperksy Kavremover  (for KES application removal)
2. Installation of Kasperksy Cleaner.exe (for Network Agent removal)
3. Removal of Networkagent and Kaspersky corrupted files in registry and temp folder (manually and through Disk cleanup)
4. Restarted the machine.
5. Installed KES 11 successfully and then this error prompts.
 
Kindly suggest any better solution. 
Thanks 

1.jpg

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Can you try reboot and disable secure boot function in your BIOS/uefi firmware, will that help?

 

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On ‎9‎/‎28‎/‎2018 at 8:35 PM, Konstantin Antonov said:

Could you please collect full GSI report from the affected host.

Thank you!

Hi,

Following is the GSI report link of the problematic machine:

https://www.dropbox.com/s/zb6ons05ybdggtu/GSI6_DS-DC4A3E42FE5E_re1.bci_10_04_2018_16_40_07.zip?dl=0

The issue is with both KES version (KES 10 SP2 and KES 11).

Also, snap attached below of error appears during installation from Standalone and kes_win package (downloaded from Kaspersky support website).

Kindly guide in this regards. Urgent response will be highly appreciated. Thank you very much!

 

kaspersky 002.jpg

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6 hours ago, Evgeny_E said:

Hello. 

There is installation log files missing in report. 

Follow this article to collect them. https://support.kaspersky.com/9342

Are you sure that PC was rebooted after trying to install KES?

Hello,

The attached GSI report has also Windows logs attached to it, thus its a complete GSI report. Also the PC was rebooted after following actions:

1. KAVREMOVER (for KES removal)

2. cleaner.exe (for Network Agent removal)

3. Cleared the contents of "C:\Windows\Temp"

4. Cleared the contents of "C:\Users\*******\AppData\Local\Temp"

5. Executed the Disk Cleanup utility with removing all components.

Kindly suggest a solution for this issue, same problem is with other 8-10 devices.

Thanks 

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Hi,

Unfortunately, GSI does not contain KES installation logs.

Please collect the separately as Evgeny_E suggested and attach them to your answer.

Thank you!

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On 10/5/2018 at 9:30 AM, Nikolay Arinchev said:

Hi,

Unfortunately, GSI does not contain KES installation logs.

Please collect the separately as Evgeny_E suggested and attach them to your answer.

Thank you!

Hi,

Kindly find the attached required files, these are the files which were created after we ran the STAND-ALONE PACKAGE (EXE).

Kindly suggest the solution or any alternative for this issue. 

Thanks

 

kl-install-2018-10-08-16-44-20.log

kl-setup-2018-10-08-16-43-39.log

ucaevents.log

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Hello. 

Here is a message from installation log: 

ErrorRebootPending

Kaspersky Endpoint Security for Windows -- You must restart your computer before proceeding with the installation.

You must restart your computer before proceeding with the installation.

 

Could you please tell what Windows version you are using ? 

Have you tried to run this command  in terminal

shutdown /r /t 10 

 

This will reboot your computer.

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5 hours ago, Evgeny_E said:

Hello. 

Here is a message from installation log: 

ErrorRebootPending

Kaspersky Endpoint Security for Windows -- You must restart your computer before proceeding with the installation.

You must restart your computer before proceeding with the installation.

 

Could you please tell what Windows version you are using ? 

Have you tried to run this command  in terminal

shutdown /r /t 10 

 

This will reboot your computer.

Hello,

Windows OS version is 10. Also,  as mentioned above that after running Kavremover and cleaner.exe for removal of application, the system is restarted but still the installation is failed with Restart error (snap attached in above post). 

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19 hours ago, Nikolay Arinchev said:

Hi,

Please provide us with new installation logs.

Thank you!

Hi,

I've just provided the required logs above. Waiting for a solution.

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Hello. 

 

Run kavremover while your workstation is started in a safe mode. Sometimes it can solve issues with drivers that could not be unloaded during a normal startup.

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On 10/10/2018 at 3:30 AM, Evgeny_E said:

Hello. 

 

Run kavremover while your workstation is started in a safe mode. Sometimes it can solve issues with drivers that could not be unloaded during a normal startup.

Hello,

Applied the uninstallation in safe mode with cleaner.exe for Network Agent removal and (kavremvr.exe -nodetect) for KES removal, and after selecting each version of KES, uninstalled then restarted and repeated this same method for all version of KES, but this time installation wizard prompts new error as attached below:

2077761126_kaspersky003.jpg.a16c3fa7b4f00bce5afcffb449ccb86e.jpg

 

Installation log link:

https://www.dropbox.com/s/fl7r3edr0cfa22e/kl-install-2018-10-12-17-00-48.log?dl=0

 

GSI log link:

https://www.dropbox.com/s/tus3vixhg4hs9f1/GSI6_DS-DC4A3E42FE5E_re1.bci_10_12_2018_17_07_06.zip?dl=0

$klpkinst.log

$klrbtagt.bak

$klrbtagt.txt

$klriwrp.bak

$klriwrp.txt

klnagchk.log

kl-setup-2018-10-12-17-00-12.log

ucaevents.log

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