App Control: Agent Installation Fails After a Previous Uninstall

App Control: Agent Installation Fails After a Previous Uninstall

Environment

  • App Control Agent: All Supported Versions
  • Microsoft Windows: Windows 7, Windows 8.1, Windows 10

Symptoms

  • Fresh Manual Install fails to install Agent
  • Install Log shows Agent Install Failure
  • Install Log shows <Cb Log> (FAILURE) install directory registry value does not contain any information. Exiting install
  • Install Log shows CustomAction b9CA_U_SetInstallDir returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
  • Install Log shows Installation success or error status: 1603
  • Install Log shows MainEngineThread is returning 1603
  • Agent does not show in Add/Remove Programs

Cause

One or more entries from the previous Agent still exist, or have been corrupted

Resolution

  1. Run the agent uninstall utility:
  2. From your browser, navigate to the Microsoft Fix page - https://support.microsoft.com/en-us/help/17588/fix-problems-that-block-programs-from-being-installed...
  3. Select the Download button to download
  4. From an affected machine, double click the downloaded file
  5. Follow on screen steps, where you will eventually be asked to select a product - Select 'Bt9 Agent', or 'Cb Protection Agent' (Whatever is available)
  6. When the Microsoft tool has completed troubleshooting the Agent, it will show a confirmation that it has been fixed
  7. Double click the Agent Installer you wish to use on the affected machine (or run via the command line)
  8. Agent installs - Check the add/remove programs feature for verification that the agent has installed
  9. Confirm agent has connected to the App Control Server

Additional Notes

The Windows OS listed in the Environment are what the Microsoft Fix tool is recommended for, but has been observed to perform the same on some Windows Server versions.

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Creation Date:
‎09-08-2020
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