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Classic KAV Module - 7 Steps To Troubleshoot Installation Failures - Connect IT Community | Kaseya
<main> <article class="userContent"> <h1 data-id="n-a"> </h1> <div> <p><strong>1) </strong><strong>Check to see if the install was successful but script timed out before verification</strong></p> <ul><li> After a failed install check the end point for the avp.exe process and the Kaspersky Service. Sometimes the install script will time out and show a failure when the install was actually successful. If you find KAV process and service present run the Install> Verify Install and see if it shows as installed.</li> </ul><p><strong>2) </strong><strong>Remove any previously installed (or failed installs) AV products</strong></p> <ul><li>The new version of KAV now has an uninstall option – <em>Install> Install> Advanced Options – “Uninstall prior A/V”. </em>Kaspersky will try to uninstall any other anti-virus software that it finds”. If the install fails and won’t verify, check to make sure all components of previous AV are removed. <strong>Look for log “avpsetup.rpu” in C:\kworking\kav\”.</strong> Open file with text editor and see if it names any conflicting AV software. (i.e. <em>“Kaspersky Endpoint Security 10 for Windows Setup cannot be performed, because some third-party application is already installed on the host: McAfee Anti-Virus File System Filter Driver. To run the installation please remove third-party software using Microsoft Windows tools”</em>)</li> <li>If removing locally with Add/Remove Programs does not work try the vendor provided removal tool. Many are listed here: <a rel="nofollow" href="/home/leaving?allowTrusted=1&target=http%3A%2F%2Fkb.eset.com%2Fesetkb%2Findex%3Fpage%3Dcontent%26id%3DSOLN146">http://kb.eset.com/esetkb/index?page=content&id=SOLN146</a> </li> <li>Components of a failed KAV install can prevent a new install attempt. This includes old KAV files if this is a reinstall. It may be necessary to run the Kaspersky removal tools here: <a rel="nofollow" href="/home/leaving?allowTrusted=1&target=http%3A%2F%2Fsupport.kaspersky.com%2Ffaq%2F%3Fqid%3D208279463">http://support.kaspersky.com/faq/?qid=208279463</a> Also make sure the working directory KAV folder (usually C:\kworking\KAV and the C:\Program Files\Kaspersky Lab folder is deleted</li> </ul><p><strong>3) </strong><strong>Run agent updater then attempt new KAV install</strong></p> <ul><li>Before attempting another install <strong>make sure the Kaseya agent is up to date</strong> by running the agent updater with the force enabled (<em>Agent> Upgrade Version> Update Agent</em> then check the box “<em>Force update even if agent is at version 8.0.0.0 – 6.5.0.0</em>” and run it.)</li> </ul><p><strong>4) Check to see if there are any stuck scripts</strong></p> <ul><li>Check to see if <strong>any stuck scripts</strong> are preventing the KAV install script from running. Agent procedures are run in order and stuck scripts will prevent new scripts from running (<em>Agent Procedure> Manage Procedures> Agent Procedure Status or KLC> Agent Data> Pending Procedures</em>) Cancel any stuck agent procedures. Reboot machine then run the agent updater first before you reschedule the scripts.</li> </ul><p><strong>5) Is KAV asking for a reboot?</strong></p> <ul><li> <strong>See if KAV is asking for a reboot</strong> (<em>Anti Virus> Show> Machine at top Column Sets> Reboot Required</em>). Unfortunately if KAV is asking for a reboot, the flag can only be reset if the machine is rebooted through KAV – (<em>Anti Virus> Show> Machine at top Actions> Reboot</em>).</li> </ul><p><strong>6) Are your credentials set?</strong></p> <ul><li> <strong>Check the credentials</strong> (if added) on the <em>Agent> Configure Agents> Set Credentials</em>page. Make sure the <em>Test</em> will result in <em>Passed</em>. By default the agent will use the system account for credentials. This is often enough for the agent to function. However if incorrect credentials are added, nothing will run.</li> </ul><p><strong>7) Test Installer Manually</strong></p> <ul><li>If you still cannot get the install to work try <strong>running the install file</strong>(C:\kworking\KAV\kes10win_x64.msi or _x86 if 32-bit) <strong>manually</strong>. If you can’t complete the install manually, this will let you know if the Installer is working – i.e. “Windows Installer service could not be accessed”.</li> <li>If KAV successfully installs, try to use the Connect Install or Repair install to get it to show in the Kaseya portal, and if those fail, try a new Install/Update (reboots will probably be required).</li> <li> <strong>Note:</strong> Manual KAV Installations are not supported by the VSA.</li> </ul><p><strong>8) If still unsuccessful gather any relevant data (log, GSI report) and open a support ticket</strong></p> <ul><li>Finally open a ticket with support. Include what you have done and attached the KAV log (C:\kworking\KAV\ kav_install.log). Run the GSI report (Instructions here:<a rel="nofollow" href="/home/leaving?allowTrusted=1&target=http%3A%2F%2Fcommunity.kaseya.com%2Fresources%2Fm%2Fdocandguides%2F57288.aspx">http://community.kaseya.com/resources/m/docandguides/57288.aspx</a> ). </li> </ul><p> </p> </div> </article> </main>