CPM deployment failure error 13

system · April 11, 2012, 10:46pm

(imported topic written by SystemAdmin)

I have one particular machine I am having a hard time deploying CPM to. Getting the dreaded error 13:

I ran the installation and created the ofcdebug.log file:

04/11 12:21:46 10ac-054c (4)

http://tmuninst.exe

: running on

http://windows NT 6.0

, compiled on

Dec 8 2011 16:25:34

. - SolarDebug.cpp(90)

04/11 12:21:46 10ac-054c (4)

http://TMUNINST.EXE

Argv[1] : D:\tmp{D09EBB79-6D4B-445A-BD26-9CECA1A4B834}{149F977D-A1C1-474D-B553-722A536436E7}\tmuninst.ptn - uninst_Main.cpp(66)

04/11 12:21:46 10ac-054c (4)

http://TMUNINST.EXE

Pattern file path D:\tmp{D09EBB79-6D4B-445A-BD26-9CECA1A4B834}{149F977D-A1C1-474D-B553-722A536436E7}\tmuninst.ptn - uninst_Main.cpp(74)

04/11 12:21:46 10ac-054c (4)

http://TMUNINST.EXE

Result file path D:\tmuninst.ini - uninst_Main.cpp(79)

04/11 12:21:46 10ac-054c (4)

http://TMUNINST.EXE

Start Searching products… - uninst_Main.cpp(93)

04/11 12:21:46 10ac-054c (4)

CTMUninstMgr::SearchProduct

GetPrivateProfileSectionNames return: 92… - uninst_TmUninstMgr.cpp(119)

04/11 12:21:46 10ac-054c (4)

CTMUninstMgr::SearchProduct

i: 0 | buff: 13249272 | buff+i: 13249272 | TmpProductName: Trend Micro Web Protection Module… - uninst_TmUninstMgr.cpp(140)

04/11 12:21:46 10ac-054c (4)

CTMUninstMgr::SearchProduct

Searching Trend Micro Web Protection Module… - uninst_TmUninstMgr.cpp(157)

04/11 12:21:46 10ac-054c (4)

CTMUninstMgr::SearchProduct

bUse64BitView (0) - uninst_TmUninstMgr.cpp(215)

04/11 12:21:46 10ac-054c (4)

RegKeyExist

bUse64BitView (0) - uninst_Support.cpp(73)

04/11 12:21:46 10ac-054c (4)

RegKeyExist

<< RegOpenKeyEx(32BitView) = (2) - uninst_Support.cpp(100)

04/11 12:21:46 10ac-054c (4)

CTMUninstMgr::SearchProduct

i: 34 | buff: 13249272 | buff+i: 13249306 | TmpProductName: Trend Micro OfficeScan 8.0… - uninst_TmUninstMgr.cpp(140)

04/11 12:21:46 10ac-054c (4)

CTMUninstMgr::SearchProduct

Searching Trend Micro OfficeScan 8.0… - uninst_TmUninstMgr.cpp(157)

04/11 12:21:46 10ac-054c (4)

CTMUninstMgr::SearchProduct

bUse64BitView (0) - uninst_TmUninstMgr.cpp(215)

04/11 12:21:46 10ac-054c (4)

RegKeyExist

bUse64BitView (0) - uninst_Support.cpp(73)

04/11 12:21:46 10ac-054c (4)

RegKeyExist

<< RegOpenKeyEx(32BitView) = (2) - uninst_Support.cpp(100)

04/11 12:21:46 10ac-054c (4)

CTMUninstMgr::SearchProduct

i: 61 | buff: 13249272 | buff+i: 13249333 | TmpProductName: Trend Micro OfficeScan 8.0 MSI… - uninst_TmUninstMgr.cpp(140)

04/11 12:21:46 10ac-054c (4)

CTMUninstMgr::SearchProduct

Searching Trend Micro OfficeScan 8.0 MSI… - uninst_TmUninstMgr.cpp(157)

04/11 12:21:46 10ac-054c (4)

CTMUninstMgr::SearchProduct

bUse64BitView (0) - uninst_TmUninstMgr.cpp(215)

04/11 12:21:46 10ac-054c (4)

RegKeyExist

bUse64BitView (0) - uninst_Support.cpp(73)

04/11 12:21:46 10ac-054c (4)

RegKeyExist

<< RegOpenKeyEx(32BitView) = (2) - uninst_Support.cpp(100)

04/11 12:21:46 10ac-054c (4)

CTMUninstMgr::SearchProduct

Function return. - uninst_TmUninstMgr.cpp(282)

04/11 13:04:58 09d4-1854 (4)

http://tmuninst.exe

: running on

http://windows NT 6.0

, compiled on

Dec 8 2011 16:25:34

. - SolarDebug.cpp(90)

04/11 13:04:58 09d4-1854 (4)

http://TMUNINST.EXE

Argv[1] : D:\tmp{12D00042-3330-4FAB-A854-E65C34C525F1}{149F977D-A1C1-474D-B553-722A536436E7}\tmuninst.ptn - uninst_Main.cpp(66)

04/11 13:04:58 09d4-1854 (4)

http://TMUNINST.EXE

Pattern file path D:\tmp{12D00042-3330-4FAB-A854-E65C34C525F1}{149F977D-A1C1-474D-B553-722A536436E7}\tmuninst.ptn - uninst_Main.cpp(74)

04/11 13:04:58 09d4-1854 (4)

http://TMUNINST.EXE

Result file path D:\tmuninst.ini - uninst_Main.cpp(79)

04/11 13:04:58 09d4-1854 (4)

http://TMUNINST.EXE

Start Searching products… - uninst_Main.cpp(93)

04/11 13:04:58 09d4-1854 (4)

CTMUninstMgr::SearchProduct

GetPrivateProfileSectionNames return: 92… - uninst_TmUninstMgr.cpp(119)

04/11 13:04:58 09d4-1854 (4)

CTMUninstMgr::SearchProduct

i: 0 | buff: 3943160 | buff+i: 3943160 | TmpProductName: Trend Micro Web Protection Module… - uninst_TmUninstMgr.cpp(140)

04/11 13:04:58 09d4-1854 (4)

CTMUninstMgr::SearchProduct

Searching Trend Micro Web Protection Module… - uninst_TmUninstMgr.cpp(157)

04/11 13:04:58 09d4-1854 (4)

CTMUninstMgr::SearchProduct

bUse64BitView (0) - uninst_TmUninstMgr.cpp(215)

04/11 13:04:58 09d4-1854 (4)

RegKeyExist

bUse64BitView (0) - uninst_Support.cpp(73)

04/11 13:04:58 09d4-1854 (4)

RegKeyExist

<< RegOpenKeyEx(32BitView) = (2) - uninst_Support.cpp(100)

04/11 13:04:58 09d4-1854 (4)

CTMUninstMgr::SearchProduct

i: 34 | buff: 3943160 | buff+i: 3943194 | TmpProductName: Trend Micro OfficeScan 8.0… - uninst_TmUninstMgr.cpp(140)

04/11 13:04:58 09d4-1854 (4)

CTMUninstMgr::SearchProduct

Searching Trend Micro OfficeScan 8.0… - uninst_TmUninstMgr.cpp(157)

04/11 13:04:58 09d4-1854 (4)

CTMUninstMgr::SearchProduct

bUse64BitView (0) - uninst_TmUninstMgr.cpp(215)

04/11 13:04:58 09d4-1854 (4)

RegKeyExist

bUse64BitView (0) - uninst_Support.cpp(73)

04/11 13:04:58 09d4-1854 (4)

RegKeyExist

<< RegOpenKeyEx(32BitView) = (2) - uninst_Support.cpp(100)

04/11 13:04:58 09d4-1854 (4)

CTMUninstMgr::SearchProduct

i: 61 | buff: 3943160 | buff+i: 3943221 | TmpProductName: Trend Micro OfficeScan 8.0 MSI… - uninst_TmUninstMgr.cpp(140)

04/11 13:04:58 09d4-1854 (4)

CTMUninstMgr::SearchProduct

Searching Trend Micro OfficeScan 8.0 MSI… - uninst_TmUninstMgr.cpp(157)

04/11 13:04:58 09d4-1854 (4)

CTMUninstMgr::SearchProduct

bUse64BitView (0) - uninst_TmUninstMgr.cpp(215)

04/11 13:04:58 09d4-1854 (4)

RegKeyExist

bUse64BitView (0) - uninst_Support.cpp(73)

04/11 13:04:58 09d4-1854 (4)

RegKeyExist

<< RegOpenKeyEx(32BitView) = (2) - uninst_Support.cpp(100)

04/11 13:04:58 09d4-1854 (4)

CTMUninstMgr::SearchProduct

Function return. - uninst_TmUninstMgr.cpp(282)

04/11 14:08:16 0cb8-0ddc (4)

http://tmuninst.exe

: running on

http://windows NT 6.0

, compiled on

Dec 8 2011 16:25:34

. - SolarDebug.cpp(90)

04/11 14:08:16 0cb8-0ddc (4)

http://TMUNINST.EXE

Argv[1] : D:\tmp{5BBA7C7A-E7AA-4395-B49B-E24CFD032D8D}{149F977D-A1C1-474D-B553-722A536436E7}\tmuninst.ptn - uninst_Main.cpp(66)

04/11 14:08:16 0cb8-0ddc (4)

http://TMUNINST.EXE

Pattern file path D:\tmp{5BBA7C7A-E7AA-4395-B49B-E24CFD032D8D}{149F977D-A1C1-474D-B553-722A536436E7}\tmuninst.ptn - uninst_Main.cpp(74)

04/11 14:08:16 0cb8-0ddc (4)

http://TMUNINST.EXE

Result file path D:\tmuninst.ini - uninst_Main.cpp(79)

04/11 14:08:16 0cb8-0ddc (4)

http://TMUNINST.EXE

Start Searching products… - uninst_Main.cpp(93)

04/11 14:08:16 0cb8-0ddc (4)

CTMUninstMgr::SearchProduct

GetPrivateProfileSectionNames return: 92… - uninst_TmUninstMgr.cpp(119)

04/11 14:08:16 0cb8-0ddc (4)

CTMUninstMgr::SearchProduct

i: 0 | buff: 12724984 | buff+i: 12724984 | TmpProductName: Trend Micro Web Protection Module… - uninst_TmUninstMgr.cpp(140)

04/11 14:08:16 0cb8-0ddc (4)

CTMUninstMgr::SearchProduct

Searching Trend Micro Web Protection Module… - uninst_TmUninstMgr.cpp(157)

04/11 14:08:16 0cb8-0ddc (4)

CTMUninstMgr::SearchProduct

bUse64BitView (0) - uninst_TmUninstMgr.cpp(215)

04/11 14:08:16 0cb8-0ddc (4)

RegKeyExist

bUse64BitView (0) - uninst_Support.cpp(73)

04/11 14:08:16 0cb8-0ddc (4)

RegKeyExist

<< RegOpenKeyEx(32BitView) = (2) - uninst_Support.cpp(100)

04/11 14:08:16 0cb8-0ddc (4)

CTMUninstMgr::SearchProduct

i: 34 | buff: 12724984 | buff+i: 12725018 | TmpProductName: Trend Micro OfficeScan 8.0… - uninst_TmUninstMgr.cpp(140)

04/11 14:08:16 0cb8-0ddc (4)

CTMUninstMgr::SearchProduct

Searching Trend Micro OfficeScan 8.0… - uninst_TmUninstMgr.cpp(157)

04/11 14:08:16 0cb8-0ddc (4)

CTMUninstMgr::SearchProduct

bUse64BitView (0) - uninst_TmUninstMgr.cpp(215)

04/11 14:08:16 0cb8-0ddc (4)

RegKeyExist

bUse64BitView (0) - uninst_Support.cpp(73)

04/11 14:08:16 0cb8-0ddc (4)

RegKeyExist

<< RegOpenKeyEx(32BitView) = (2) - uninst_Support.cpp(100)

04/11 14:08:16 0cb8-0ddc (4)

CTMUninstMgr::SearchProduct

i: 61 | buff: 12724984 | buff+i: 12725045 | TmpProductName: Trend Micro OfficeScan 8.0 MSI… - uninst_TmUninstMgr.cpp(140)

04/11 14:08:16 0cb8-0ddc (4)

CTMUninstMgr::SearchProduct

Searching Trend Micro OfficeScan 8.0 MSI… - uninst_TmUninstMgr.cpp(157)

04/11 14:08:16 0cb8-0ddc (4)

CTMUninstMgr::SearchProduct

bUse64BitView (0) - uninst_TmUninstMgr.cpp(215)

04/11 14:08:16 0cb8-0ddc (4)

RegKeyExist

bUse64BitView (0) - uninst_Support.cpp(73)

04/11 14:08:16 0cb8-0ddc (4)

RegKeyExist

<< RegOpenKeyEx(32BitView) = (2) - uninst_Support.cpp(100)

04/11 14:08:16 0cb8-0ddc (4)

CTMUninstMgr::SearchProduct

Function return. - uninst_TmUninstMgr.cpp(282)

I can see that it is detecting some existing keys but I amnot haveing any luck locating where in the registr these may be. any help would be appreciated

system · April 12, 2012, 11:21am

(imported comment written by Xie_Ran91)

Hi,

The log is not complete and a bit difficult to troubleshoot. Please find the fixlet “Core Protection Module - Upload logs when CPM fails to install” from the CPM site and take the action. It will collect the deployment logs and upload them to the TEM server.

By default, the destination folder on the BES Server is: \UploadManagerData\BufferDir\sha1<last 2 digits of BES client id><BES client id>

Please attach the logs here so that we could investigate what happened.

system · April 12, 2012, 6:54pm

(imported comment written by SystemAdmin)

here are the main log files. If there are others you want let me know. I appreciate the help

system · April 13, 2012, 7:52am

(imported comment written by Xie_Ran91)

This error should be caused by the PC environment.

In OfcMsi.log, we can see the MSI install fail due to installer can’t access %APPDATA% path (line 835 - 842).

MSI (s) (50:4C)

14:10:38:470

: Note: 1: 1314 2: %APPDATA%\

MSI (s) (50:4C)

14:10:38:500

: Note: 1: 1606 2: %APPDATA%\

Error 1606.Could not access network location %APPDATA%.

MSI (s) (50:4C)

14:10:38:550

: Product: Trend Micro OfficeScan Client – Error 1606.Could not access network location %APPDATA%.

MSI (s) (50:4C)

14:10:38:570

: Note: 1: 1606 2: %APPDATA%\

Error 1606.Could not access network location %APPDATA%.

MSI (s) (50:4C)

14:10:38:610

: Product: Trend Micro OfficeScan Client – Error 1606.Could not access network location %APPDATA%.

Here is the reference to MSI error 1606:

http://support.microsoft.com/kb/886549

You may also follow the below steps to solve this issue:

Open the Registry editor
Navigate to the following registry keys HKEY_USERS.DEFAULT\Software\Microsoft\Windows\CurrentVersion\Explorer\User Shell Folders
The correct and default value for AppData should be: %USERPROFILE%\AppData\Roaming
Close the Registry editor, and try again Windows Update again. (A reboot should not be required.)
If the problem persists, repeat the steps 2 through 4 with the following registry keys:

HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\User Shell Folders\

HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Explorer\User Shell Folders\

Please let me know if there is further issue.

system · April 13, 2012, 5:17pm

(imported comment written by SystemAdmin)

Thank you! That worked.