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> Installing KES via KSC problem [In progress]
B=A
post 18.05.2017 12:20
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Hello.

I have a problem with deployment of Kaspersky Endpoint Security 10 for Windows from Kaspersky Security Center.

Versions:
KES: 10.2.4.674
NA: 10.2.434

KSC Managed computers structure contains besides many groups also groups Install Agent and Install KES. So when we get a new PC we move this computer from Unassigned computers to Install Agent group. Then automatic installation of Network Agent usually starts immediately (a created task is set up to do it this way). After successful deployment of NA we move this computer again to Install KES group. We expect the task will run immediately as well as an installation of NA and takes at most 5-7 minutes as usual. But sometimes we are so wrong.

Sometimes the task starts without problem and deployment is finished within 5 mins.

Sometimes the task doesn't start at all. We don't know why. Sometimes it starts but later it get stuck at 2%, 32%. We don't know why. (All pings work: from server to client PC, from PC to server, from random PC to client PC ...)

When it happens we usually have to do this:
1. We move this PC from Install KES to Install Agent and then to Install KES again. Sometimes it works. If not, we try this 3-5 times. If this doesn't help , we follow the step two.
2. We remove this PC completely from both groups and then we have to find it in Unassigned computers again and then we move the computer to Install KES group. Sometimes the task starts and everything is OK. If not...
3. If not, we try to combine both steps listed above, sometimes 10-15 times. You can imagine it's so irritating.
4. Sometimes nothing helps so we have to leave this computer for hours and then we try the step one and than it usually works.

And this occurs more and more often. Four months ago it happened maybe to 1 PC of 10. Now it is happening to 7 computers of 10. Last time we spent over one hour on it without any results. The next day we tried it and it started immediately and deployment was done within 3 mins.
Last time KSC showed this eror:
Event name Completed with error Severity: Functional failure
Application: Kaspersky Security Center Administration Server
Version number: 10.2.434
Task name: Automatic installation - Kaspersky Security Center Network Agent (10.2.434)
Description: Remote installation completed with error on client computer: Fatal error during installation. (Application cannot be installed. The later version of Network Agent (10.2.2019) is detected.)

It might be a problem of NA. Sometimes it get stuck at Waiting for connection, sometimes at Copying files to..., sometimes at Setup started. But mostly it doesn't start at all. This is my actual problem and I need to solve this first.

In case it is a problem of NA it doesn't explain why KES deployment is not working at one time but I can push it automatically one hour later without any error.

This post has been edited by B=A: 18.05.2017 12:24
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Dmitry Eremeev
post 18.05.2017 14:22
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QUOTE(B=A @ 18.05.2017 11:20) *
Hello.

I have a problem with deployment of Kaspersky Endpoint Security 10 for Windows from Kaspersky Security Center.

Versions:
KES: 10.2.4.674
NA: 10.2.434

KSC Managed computers structure contains besides many groups also groups Install Agent and Install KES. So when we get a new PC we move this computer from Unassigned computers to Install Agent group. Then automatic installation of Network Agent usually starts immediately (a created task is set up to do it this way). After successful deployment of NA we move this computer again to Install KES group. We expect the task will run immediately as well as an installation of NA and takes at most 5-7 minutes as usual. But sometimes we are so wrong.

Sometimes the task starts without problem and deployment is finished within 5 mins.

Sometimes the task doesn't start at all. We don't know why. Sometimes it starts but later it get stuck at 2%, 32%. We don't know why. (All pings work: from server to client PC, from PC to server, from random PC to client PC ...)

When it happens we usually have to do this:
1. We move this PC from Install KES to Install Agent and then to Install KES again. Sometimes it works. If not, we try this 3-5 times. If this doesn't help , we follow the step two.
2. We remove this PC completely from both groups and then we have to find it in Unassigned computers again and then we move the computer to Install KES group. Sometimes the task starts and everything is OK. If not...
3. If not, we try to combine both steps listed above, sometimes 10-15 times. You can imagine it's so irritating.
4. Sometimes nothing helps so we have to leave this computer for hours and then we try the step one and than it usually works.

And this occurs more and more often. Four months ago it happened maybe to 1 PC of 10. Now it is happening to 7 computers of 10. Last time we spent over one hour on it without any results. The next day we tried it and it started immediately and deployment was done within 3 mins.
Last time KSC showed this eror:
Event name Completed with error Severity: Functional failure
Application: Kaspersky Security Center Administration Server
Version number: 10.2.434
Task name: Automatic installation - Kaspersky Security Center Network Agent (10.2.434)
Description: Remote installation completed with error on client computer: Fatal error during installation. (Application cannot be installed. The later version of Network Agent (10.2.2019) is detected.)

It might be a problem of NA. Sometimes it get stuck at Waiting for connection, sometimes at Copying files to..., sometimes at Setup started. But mostly it doesn't start at all. This is my actual problem and I need to solve this first.

In case it is a problem of NA it doesn't explain why KES deployment is not working at one time but I can push it automatically one hour later without any error.


Hello,

KSC server and agent version which you use is on a stage of limited support.
Is it possible to upgrade KSC server and all agents to the latest versions - http://support.kaspersky.com/ksc10#downloads ?
Thank you.


--------------------
In english: GSI report | AVZ report | KSC10 Traces | KES10 Traces | KSC9 Traces | KES8 Traces(RUS) | klnagchk log(RUS)

На русском: Отчет GSI | Лог AVZ | Трассировки KSC10 | Трассировки KES10 | Трассировки KSC9 |Трассировки KES8 | Отчет утилиты klnagchk

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B=A
post 18.05.2017 14:48
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QUOTE(Dmitry Eremeev @ 18.05.2017 12:22) *
Hello,

KSC server and agent version which you use is on a stage of limited support.
Is it possible to upgrade KSC server and all agents to the latest versions - http://support.kaspersky.com/ksc10#downloads ?
Thank you.


I am afraid it is not possible.
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Dmitry Eremeev
post 18.05.2017 16:05
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QUOTE(B=A @ 18.05.2017 13:48) *
I am afraid it is not possible.


Please attach installation logs from any workstation.
Thank you.


--------------------
In english: GSI report | AVZ report | KSC10 Traces | KES10 Traces | KSC9 Traces | KES8 Traces(RUS) | klnagchk log(RUS)

На русском: Отчет GSI | Лог AVZ | Трассировки KSC10 | Трассировки KES10 | Трассировки KSC9 |Трассировки KES8 | Отчет утилиты klnagchk

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B=A
post 19.05.2017 09:03
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QUOTE(Dmitry Eremeev @ 18.05.2017 14:05) *
Please attach installation logs from any workstation.
Thank you.


Don't you prefer to see installation logs of a workstation with a problem instead of any workstation?

Which log would you like to see? I've found 13 logs that could be related to this.

Are there exist more logs except C:\Windows\TEMP file?
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Konstantin Anton...
post 19.05.2017 15:34
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Posts: 4021
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QUOTE(B=A @ 19.05.2017 08:03) *
Don't you prefer to see installation logs of a workstation with a problem instead of any workstation?

Which log would you like to see? I've found 13 logs that could be related to this.

Are there exist more logs except C:\Windows\TEMP file?

Hi,

Could you please collect full GSI log and provide it to us, it will include all files that we need.

Thank you!


--------------------
In english: GSI report | AVZ report | KSC10 Traces | KES10 Traces | KSC9 Traces | KES8 Traces(RUS) | klnagchk log(RUS)
На русском: Отчет GSI | Лог AVZ | Трассировки KSC10 | Трассировки KES10 | Трассировки KSC9 | Трассировки KES8 | Отчет утилиты klnagchk

Please evaluate support help by using "Rating" option!
Пожалуйста, оцените оказанную помощь, используя опцию "Rating" в названии топика!
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B=A
post 24.05.2017 09:51
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Sorry for inactivity. Since this moment I will be here every day.

I am enclosing a link to a GSI report in a zip file (I've already sent the password to you). GSI report is 3,7MB large so that's why I am posting a link.

This report is taken a several days after installation. I hope it will help you anyway.

Link: https://www.mediafire.com/?248h07qbigjcitz

This post has been edited by B=A: 24.05.2017 09:55
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Kirill Tsapovsky
post 24.05.2017 11:41
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QUOTE(B=A @ 18.05.2017 13:48) *
I am afraid it is not possible.


Hello.

Please specify what limitations you are facing that prevent you from upgrading to the latest versions. Note that a lot of previously existing issues were fixed in these, and unfortunately for limited support products (KSC 10.2.434) issues cannot be escalated for the developers to resolve.

Thank you.


--------------------
In English: GSI report | AVZ report | KSC10 Traces | KES10 Traces | KSC9 Traces | KES8 Traces | klnagchk log
На русском: Отчет GSI | Лог AVZ | Трассировки KSC10 | Трассировки KES10 | Трассировки KSC9 |Трассировки KES8 | Отчет утилиты klnagchk

Пожалуйста, оцените оказанную помощь, используя опцию "Rating" в названии топика!
Please evaluate support help by using "Rating" option!
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B=A
post 24.05.2017 12:15
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QUOTE(Kirill Tsapovsky @ 24.05.2017 09:41) *
Hello.

Please specify what limitations you are facing that prevent you from upgrading to the latest versions. Note that a lot of previously existing issues were fixed in these, and unfortunately for limited support products (KSC 10.2.434) issues cannot be escalated for the developers to resolve.

Thank you.



Well, my boss disagrees. He says 'maybe later'. That's it. So I need to solve it without upgrading. I just cannot wait months for an upgrade that might or might not help.

I appreciate any suggestions.

Btw. I will send you password to GSI Report too.
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Kirill Tsapovsky
post 24.05.2017 12:33
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QUOTE(B=A @ 24.05.2017 11:15) *
Well, my boss disagrees. He says 'maybe later'. That's it. So I need to solve it without upgrading. I just cannot wait months for an upgrade that might or might not help.

I appreciate any suggestions.

Btw. I will send you password to GSI Report too.


In the provided GSI report, Network Agent and KES are installed and running. Please clarify what the issue with the host is.

Thank you.


--------------------
In English: GSI report | AVZ report | KSC10 Traces | KES10 Traces | KSC9 Traces | KES8 Traces | klnagchk log
На русском: Отчет GSI | Лог AVZ | Трассировки KSC10 | Трассировки KES10 | Трассировки KSC9 |Трассировки KES8 | Отчет утилиты klnagchk

Пожалуйста, оцените оказанную помощь, используя опцию "Rating" в названии топика!
Please evaluate support help by using "Rating" option!
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B=A
post 24.05.2017 12:45
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QUOTE(Kirill Tsapovsky @ 24.05.2017 10:33) *
In the provided GSI report, Network Agent and KES are installed and running. Please clarify what the issue with the host is.

Thank you.



You are right. They are running well NOW. But there were problems during deployment of KES as I explained above. Your colleagues required logs so I provided them.
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Kirill Tsapovsky
post 24.05.2017 13:00
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QUOTE(B=A @ 24.05.2017 11:45) *
You are right. They are running well NOW. But there were problems during deployment of KES as I explained above. Your colleagues required logs so I provided them.


Unfortunately, the issue description in the first post is inconclusive. Symptoms indicate entirely different issues. To list in short:

Task stuck at "Scheduled" - computer is unavailable: can be a connectivity issue, or Network Agent is unreachable (if chosen to install by means of Network Agent);
2% indicates the files are being copied to the host by means of Network Agent, or that KSC is trying to authenticate on the host and copy the files otherwise;
32% indicates that the files have been copied, and the installation process has been initiated.

Each is a different installation stage, and each case needs separate investigation. If Network Agent and KES has been successfully installed, it means that whichever reason was causing the task to get stuck or fail, has been resolved. Unfortunately, none of the steps you describe would actually solve any of the possible causes, which makes the description inconsistent. Please let us know if you have a persistent reproduceable issue that can be investigated.

Thank you.


--------------------
In English: GSI report | AVZ report | KSC10 Traces | KES10 Traces | KSC9 Traces | KES8 Traces | klnagchk log
На русском: Отчет GSI | Лог AVZ | Трассировки KSC10 | Трассировки KES10 | Трассировки KSC9 |Трассировки KES8 | Отчет утилиты klnagchk

Пожалуйста, оцените оказанную помощь, используя опцию "Rating" в названии топика!
Please evaluate support help by using "Rating" option!
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B=A
post 24.05.2017 13:23
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QUOTE(Kirill Tsapovsky @ 24.05.2017 11:00) *
Unfortunately, the issue description in the first post is inconclusive. Symptoms indicate entirely different issues. To list in short:

Task stuck at "Scheduled" - computer is unavailable: can be a connectivity issue, or Network Agent is unreachable (if chosen to install by means of Network Agent);
2% indicates the files are being copied to the host by means of Network Agent, or that KSC is trying to authenticate on the host and copy the files otherwise;
32% indicates that the files have been copied, and the installation process has been initiated.

Each is a different installation stage, and each case needs separate investigation. If Network Agent and KES has been successfully installed, it means that whichever reason was causing the task to get stuck or fail, has been resolved. Unfortunately, none of the steps you describe would actually solve any of the possible causes, which makes the description inconsistent. Please let us know if you have a persistent reproduceable issue that can be investigated.

Thank you.



This is persistent issue. Now it happens almost to all computers we want them to have Kaspersky products.

To sum this up:
1. Installation of NA is always OK. There is no problem.
2. Problem occurs when I try to deploy KES. Forget about freezing the installation process. Yes, it is a problem but we have a bigger one that needs to be solved. As I said...
QUOTE
But mostly it doesn't start at all. This is my actual problem and I need to solve this first.


It's really irritating that you have to wait an hour, 5 hours, 10 hours to start an installation process of KES. Trust me.

My question is why it takes so long time to start an installation while network communication is OK, NA is OK etc...? How to prevent it? As you can see in enclosed logs, we deployed NA circa at 3 pm one day but we were able to deploy KES the next day at 7 am.

This is what I am talking about all the time.

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Kirill Tsapovsky
post 24.05.2017 13:35
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QUOTE(B=A @ 24.05.2017 12:23) *
This is persistent issue. Now it happens almost to all computers we want them to have Kaspersky products.

To sum this up:
1. Installation of NA is always OK. There is no problem.
2. Problem occurs when I try to deploy KES. Forget about freezing the installation process. Yes, it is a problem but we have a bigger one that needs to be solved. As I said...


It's really irritating that you have to wait an hour, 5 hours, 10 hours to start an installation process of KES. Trust me.

My question is why it takes so long time to start an installation while network communication is OK, NA is OK etc...? How to prevent it? As you can see in enclosed logs, we deployed NA circa at 3 pm one day but we were able to deploy KES the next day at 7 am.

This is what I am talking about all the time.


This could be a KSC issue related to how automatic installation tasks react to multiple reallocations, since this is a bit peculiar and not really a popular scenario. Unfortunately, as mentioned earlier, version 10.2.434 has limited support, and we are unable to escalate to the developers to investigate this.
However, the easy workaround would be to refer to a much more common installation scenario to install KES bundled with Network Agent without manually moving it twice, either using automatic installation in a single group, or a designated deployment task.

Thank you.


--------------------
In English: GSI report | AVZ report | KSC10 Traces | KES10 Traces | KSC9 Traces | KES8 Traces | klnagchk log
На русском: Отчет GSI | Лог AVZ | Трассировки KSC10 | Трассировки KES10 | Трассировки KSC9 |Трассировки KES8 | Отчет утилиты klnagchk

Пожалуйста, оцените оказанную помощь, используя опцию "Rating" в названии топика!
Please evaluate support help by using "Rating" option!
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B=A
post 24.05.2017 14:00
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I always perform an installation task on a single computer. Not more. And it happens anyway.

I will try to persuade my boss to upgrade NA but I am still wondering what it would change.

QUOTE
However, the easy workaround would be to refer to a much more common installation scenario to install KES bundled with Network Agent without manually moving it twice, either using automatic installation in a single group, or a designated deployment task.

I will try this.

Thank you.
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Kirill Tsapovsky
post 24.05.2017 16:30
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QUOTE(B=A @ 24.05.2017 13:00) *
I always perform an installation task on a single computer. Not more. And it happens anyway.

I will try to persuade my boss to upgrade NA but I am still wondering what it would change.


I will try this.

Thank you.


Please let us know afterwards if this helped resolve the issue for you.

Thank you.


--------------------
In English: GSI report | AVZ report | KSC10 Traces | KES10 Traces | KSC9 Traces | KES8 Traces | klnagchk log
На русском: Отчет GSI | Лог AVZ | Трассировки KSC10 | Трассировки KES10 | Трассировки KSC9 |Трассировки KES8 | Отчет утилиты klnagchk

Пожалуйста, оцените оказанную помощь, используя опцию "Rating" в названии топика!
Please evaluate support help by using "Rating" option!
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B=A
post 25.05.2017 09:13
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Are you able to find out from logs why I wasn't able to install KES?
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Nikolay Arinchev
post 25.05.2017 12:24
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Hi,

Could you please attach these logs to forum so all of us could see them and help you.

Thank you!


--------------------
In english: GSI report | AVZ report | KSC10 Traces | KES10 Traces | KSC9 Traces | KES8 Traces(RUS) | klnagchk log(RUS)

На русском: Отчет GSI | Лог AVZ | Трассировки KSC10 | Трассировки KES10 | Трассировки KSC9 |Трассировки KES8 | Отчет утилиты klnagchk

Подписаться на новости о корпоративных продуктах

Please evaluate support help by using "Rating" option!
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B=A
post 25.05.2017 12:36
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QUOTE(Nikolay Arinchev @ 25.05.2017 10:24) *
Hi,

Could you please attach these logs to forum so all of us could see them and help you.

Thank you!



GSI report is too large so I provided a link (password: kasper).
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Nikolay Arinchev
post 25.05.2017 14:26
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Hi,

Unfortunately, the link is not attached.

Thank you!


--------------------
In english: GSI report | AVZ report | KSC10 Traces | KES10 Traces | KSC9 Traces | KES8 Traces(RUS) | klnagchk log(RUS)

На русском: Отчет GSI | Лог AVZ | Трассировки KSC10 | Трассировки KES10 | Трассировки KSC9 |Трассировки KES8 | Отчет утилиты klnagchk

Подписаться на новости о корпоративных продуктах

Please evaluate support help by using "Rating" option!
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