Error 1310 when deploying DLP 11.4

[nashcoop]

When upgrading from DLP 11.2 to 11.4 on a system that's running W10 I received the following error in the DLPAgentInstallLog.log:

Product: McAfee DLP Endpoint -- Error 1310. Error writing to file: C:\Program Files\McAfee\DLP\Agent\fcag.exe. System error 5. Verify that you have access to that directory.

MSI (s) (40:9C) [14:52:11:590]: Windows Installer installed the product. Product Name: McAfee DLP Endpoint. Product Version: 11.4.0.452. Product Language: 1033. Manufacturer: McAfee, LLC.. Installation success or error status: 1603.

MSI (s) (40:9C) [14:52:11:603]: Deferring clean up of packages/files, if any exist
MSI (s) (40:9C) [14:52:11:603]: MainEngineThread is returning 1603
MSI (s) (40:B0) [14:52:11:608]: RESTART MANAGER: Session closed.

The same error is displayed in the application event log on the system.

I successfully ran a test upgrade to over a dozen other systems.  They were also running W10, and upgrading from 11.2.  I have read KB75886 and it doesn't seem applicable since the mapi32.dll file is present on the system in a subfolder of the WinSXS folder.

Has anybody else come across this issue?  I'd appreciate any tips regarding the problem or solution.

[Former Member]

Hi @nashcoop ,

Thank you for writing in here.

Kindly help in here by answering the questions below which could provide more insight into the issue which we are looking here.

1) Number of machines in which you are facing this issue?

2) Is DLP deployed using EPO or using any other deployment software or using manual installation of DLP standalone packages ?

3) What is the version of DLP seen in the Control Panel, add or remove programs? Kindly attach a screenshot in here.

4) Are you able to open the DLP Endpoint Console ?

5) Any idea as of when this DLP Endpoint on this machine generated last Incident? You can check this on EPO incident Manager by filtering the Incident Manager using the Computer Name in which you are having the issue. This will help us to find if the DLP 11.2 which was installed on this machine was installed properly and was working properly .

Thank you.

Regards,

Jithendran

[nashcoop]

1.  The test group included 17 systems.  1 system has this problem.

2.  DLP was deployed using EPO.

3.  DLP is not listed in the Control Panel

4. There is no  DLP endpoint console on the system (and the only file in the "C:\Program File\McAfee\DLP\Agent" folder is fcag.exe

5.  There haven't been any recent DLP incidents generated from this system, but I'm not surprised considering their role

[Former Member]

Hello,

Thanks for your response.

System error 5. Verify that you have access to that directory.

The above error seems to be related to the permission.

It seems that installer can not run and it doesn't have permission to open files.

I would like to request you to please check whether the below locations have read/write permission or not:

C:\Windows\TEMP\McAfee\McAfee DLP Endpoint\

C:\Program Files\McAfee\DLP\Agent\

C:\Windows\TEMP\McAfee\

If everything is correct and there is no error found, In that case i would like to request you to please open a new service request with the Technical Support Team to check the issue.

Was my reply helpful?
If you find this post useful, Please give it a Kudos! Also, Please don't forget to select "Accept as a solution" if this reply resolves your query!

[Former Member · Accepted solution]

Hi @nashcoop ,

Thanks for the answers.

So it's most likely seems to be an installation issue or the installation got corrupted when the previous version of DLP was installed or due to permission issues the previous installer was unable to install properly.

Kindly try removing the remnants of DLP using Endpoint Product Removal Tool and by selecting only DLP. 

If this doesn't help kindly create a Support ticket with McAfee Technical Support to proceed further.

Regards,

Jithendran 

Was my reply helpful?

If you find this post useful kindly give it a kudos!

Also, please  don't forget to select "Accept as a solution" if this reply resolves your query!

[nashcoop]

Yes, it appeared to be corrupted during the upgrade.  The only file in the Program Files\McAfee\DLP folder was fcag.exe and the properties of that appeared corrupted.  The file could not be manually deleted despite the process not running.

I ran the Endpoint Product Removal Tool with the --accepteula --DLP command line and that successfully removed whatever corrupted DLP files remained.  I was then able to successfully deploy a fresh copy of DLP 11.4 from EPO.  Thanks for your help!

[jsubbura]

Hi @nashcoop ,

I am glad that my post was helpful to you in attaining a solution. Unfortunately my previous account had issues and I had to bring it down.

If you have any further questions or issues kindly tag me, I would be happy to help you out.

Was my reply helpful?
If you find this post useful, Please give it a Kudos! Also, Please don't forget to select "Accept as a solution" if this reply resolves your query!

Thank you

[nashcoop]

FYI...just a follow up on this.  Following the initial small test group that had this Error 1310 issue I did a larger test deployment to roughly 900 systems and around 100 of those had the 1310 error.  I had to use the Endpoint Product Removal Tool with the "--accepteula --DLP" option to remove the corrupted version of DLP from those 100 systems, and then was able to redeploy DLP 11.4 to them.  After that experience I will not upgrade anymore of our systems to DLP 11.4 and will wait for a 11.5 release to test.