Endpoint Protection Client Install

[REDACTED]

Hi,

I am having issues installing endpoint protection on a client computer. The setup starts in as far as it gets to the loading screen and then the process closes and it refuses to go any further.

I have check the computer in question for existing malware and viruses and there are none. It previously had Avast free edition on it and was removed using the removal utility on the avast website.

Could someone please shed some light on this issue?

[Michael P.]

Hello Karen,

Do you see a setup.log in your C:\ProgramData\AVAST Software\Avast\log folder? If so, can you attach it?

Thanks,
Michael P.
AVAST Business Support Team

[REDACTED]

Below is the result of the setup.log file.

It's saying the setup was cancelled by the user but there is no option to cancel it.

17.05.2016   10:01:19.000   1463475679   (null)   Started: 17.05.2016, 10:01:19
17.05.2016   10:01:19.000   1463475679   (null)   Operation set to INST_OP_UNKNOWN
17.05.2016   10:01:19.000   1463475679   (null)   Old version: ffffffff (-1)
17.05.2016   10:01:19.000   1463475679   (null)   Cmdline: /sfx /sfxstorage "C:\Users\ADMINI~1\AppData\Local\Temp\_av_sfx.tm~c6a38ec1-53be-41b3-a63f-f698f59bf8b7" /edition "9"  /srcpath "\\KRSERVER1\UserShares\brett\avast" /sfxname "setup_av_epsp"
17.05.2016   10:01:19.000   1463475679   (null)   SYNCER: Agent=Syncer/5.00 (abp-1607;p)
17.05.2016   10:01:19.000   1463475679   (null)   Running SETUP_ABP-647 (1607)
17.05.2016   10:01:19.000   1463475679   (null)   Operating system: Windows 7 ver 6.1, build 7601, sp 1.0 [Service Pack 1] x64
17.05.2016   10:01:19.000   1463475679   (null)   Memory: 64% load. Phys:1295180/3597824K free, Page:3203708/4194303K free, Virt:4106668/4194176K free
17.05.2016   10:01:19.000   1463475679   (null)   Computer WinName: KARENDS
17.05.2016   10:01:19.000   1463475679   (null)   Windows Net User: KRCONVEY\Administrator
17.05.2016   10:01:19.000   1463475679   (null)   DldSrc set to sfx
17.05.2016   10:01:19.000   1463475679   (null)   Old version: ffffffff (-1)
17.05.2016   10:01:22.000   1463475682   (null)   Error deleting registry: Software\AVAST Software\Avast\UpdateReady (0x00000005)
17.05.2016   10:01:22.000   1463475682   (null)   Install check: SetupVersion does NOT exist
17.05.2016   10:01:22.000   1463475682   (null)   SGW32AIS::CheckIfInstalled set m_bAlreadyInstalled and m_bIsOldVersionDetected to 0
17.05.2016   10:01:23.000   1463475683   (null)   SYNCER: Agent=Syncer/5.00 (abp-1607;p)
17.05.2016   10:01:23.000   1463475683   (null)   SYNCER: Type: use IE settings
17.05.2016   10:01:23.000   1463475683   (null)   SYNCER: Auth: another authentication, use WinInet
17.05.2016   10:01:24.000   1463475684   (null)   Used server:
17.05.2016   10:01:24.000   1463475684   (null)   Get registry: Software\Microsoft\Internet Explorer\Version=9.11.9600.18314
17.05.2016   10:01:24.000   1463475684   (null)   Operation set to INST_OP_INSTALL
17.05.2016   10:01:24.000   1463475684   (null)   GUID: 5bc8c5d9-6841-4b62-8f2c-c13be87de1f8
17.05.2016   10:01:24.000   1463475684   (null)   SelectCurrent: selected server 'tmp sfx storage' from 'sfx'
17.05.2016   10:01:24.000   1463475684   (null)   SYNCER: Type: use IE settings
17.05.2016   10:01:24.000   1463475684   (null)   SYNCER: Auth: another authentication, use WinInet
17.05.2016   10:01:24.000   1463475684   (null)   Changed Edition=9
17.05.2016   10:01:24.000   1463475684   (null)   Debug: Windows Server registry key not retrieved.
17.05.2016   10:01:24.000   1463475684   (null)   Transferred: files 1, bytes 373, time 655 ms
17.05.2016   10:01:24.000   1463475684   (null)   Retries: total 0, files 0, servers 1
17.05.2016   10:01:24.000   1463475684   (null)   Customer 0
17.05.2016   10:01:24.000   1463475684   (null)   pfnBasGetCurrentLicenseFeatureInfo  9 return value: 0x0000006E
17.05.2016   10:01:26.000   1463475686   (null)   DldSrc set to inet
17.05.2016   10:01:26.000   1463475686   (null)   Server definition(s) loaded for 'main': 29 (maintenance:0)
17.05.2016   10:01:26.000   1463475686   (null)   SelectCurrent: selected server 'Download x4181316 AVAST5 Server' from 'main'
17.05.2016   10:01:26.000   1463475686   (null)   SYNCER: Type: use IE settings
17.05.2016   10:01:26.000   1463475686   (null)   SYNCER: Auth: another authentication, use WinInet
17.05.2016   10:01:27.000   1463475687   (null)   Sending stats 'http://v7.stats.avast.com/cgi-bin/iavs4stats.cgi': 00000000 204
17.05.2016   10:01:27.000   1463475687   (null)   NeedReboot=false
17.05.2016   10:01:27.000   1463475687   (null)   Return code: 0x000004C7 [The operation was canceled by the user.]
17.05.2016   10:01:27.000   1463475687   (null)   Stopped: 17.05.2016, 10:01:27

[REDACTED]

Any updates on this. The product is not installing on this computer at the moment.