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Pulse secure installation rolls back with errors on windows 10

New Contributor

Pulse secure installation rolls back with errors on windows 10

I get the errors in public/Pulse Secure/logging/debuglog.log

 

00133,09 2020/12/24 19:00:14.106 2 SYSTEM MsiExec.exe pulseWFP p11936 t3244 pulseWFPInstDLL.cpp:287 - 'pulseWFP' Driver file name = PulseSAM
00252,09 2020/12/24 19:00:14.108 2 SYSTEM MsiExec.exe pulseWFP p11936 t3244 pulseWFPInstDLL.cpp:308 - 'pulseWFP' Driver file source = C:\Program Files (x86)\Common Files\Pulse Secure\PulseSAM\PulseSAM.sys, destnation = C:\WINDOWS\system32\Drivers\PulseSAM.sys

00132,09 2020/12/24 19:00:14.116 1 SYSTEM MsiExec.exe pulseWFP p11936 t3244 WFPInstall.cpp:84 - 'pulseWFP' service: PulseSAM already exists
00199,09 2020/12/24 19:00:14.117 1 SYSTEM MsiExec.exe pulseWFP p11936 t3244 pulseWFPInstDLL.cpp:147 - 'pulseWFP' Couldn't create registry key SOFTWARE\Pulse Secure\Pulse\Drivers\PULSESAM\PulseSAM, error = 5
00159,09 2020/12/24 19:00:15.904 1 SYSTEM MsiExec.exe jnprTdi p11936 t24B8 jnprTdiInstDLL.cpp:208 - 'jnprTdi' deletion of driver file jnprTdi_919_4983 failed, error 2
00149,09 2020/12/24 19:00:15.906 1 SYSTEM MsiExec.exe jnprTdi p11936 t24B8 jnprTdiInstDLL.cpp:227 - 'jnprTdi' deletion of driver key jnprTdi_919_4983 failed

 

Tried:

Tried:

Remove everything with "pulse" from folder

Removed everything with "pulse" from registry

Rebooted pc 

Any help/pointers to solve the issue please?

Thanks

7 REPLIES 7
Moderator

Re: Pulse secure installation rolls back with errors on windows 10

@arju can you please uninstall any AV thats installed and retry the pulse client installation?

 

You would need to collect the MSI logs and look for return value 3 - fatal error"

 

:::MSI installation logs:::

Create a log:

The most used logging command is /L*VX. This command will create a verbose + extra debug log which offers a lot of information about the installation. Here are the steps for creating a log:

>> Find out the path of the MSI file, for example C:\MyPackage\PulseSecure.msi
>> Decide the path of the log, for example C:\log\MSI-install.log
>> Open cmd.exe (you can use any command shell)
>> Use the msiexec command line to launch the MSI with logging parameters.


Install Log:

For creating an installation log, you can use a command line which looks like this:

msiexec /i "C:\MyPackage\PulseSecure.msi" /L*V "C:\log\MSI-install.log"

The /i parameter will launch the MSI package. After the installation is finished, the log will be complete.

PCS Expert
Pulse Connect Secure Certified Expert
New Contributor

Re: Pulse secure installation rolls back with errors on windows 10

Removed Avast free antivirus

Disabled Windows defender Antivirus ( can not uninstall it)

tried to install. Once again it rolls back.

Where may i put the msi log?

Thanks a lot.

 

New Contributor

Re: Pulse secure installation rolls back with errors on windows 10

I have put the msi.log file at:

https://1fichier.com/?a0k30zvacnf8ncy8tjxz

 

Thank you.

Moderator

Re: Pulse secure installation rolls back with errors on windows 10

@arju Thank you for sharing the logs, it seems that the WFP driver installation is failing which causes the installation to rollback.

 

MSI (s) (A0:58) [20:56:56:858]: Executing op: ActionStart(Name=WFPDriverInstall.09558737_3E21_4C64_894B_5F67729A7ED0,,)
Action 20:56:56: WFPDriverInstall.09558737_3E21_4C64_894B_5F67729A7ED0. 
MSI (s) (A0:58) [20:56:56:859]: Executing op: CustomActionSchedule(Action=WFPDriverInstall.09558737_3E21_4C64_894B_5F67729A7ED0,ActionType=3073,Source=BinaryData,Target=driver_install,CustomActionData=PulseSAM.sys)
MSI (s) (A0:2C) [20:56:57:193]: Invoking remote custom action. DLL: C:\WINDOWS\Installer\MSIF3EF.tmp, Entrypoint: driver_install
pulseWFPInstDLL 20:56:57 : pulseWFP: driver_install entry
CustomAction WFPDriverInstall.09558737_3E21_4C64_894B_5F67729A7ED0 returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
Action ended 20:56:57: InstallExecute. Return value 3.

Action 20:56:57: Rollback. Rolling back action:

# Execute the following commands (bold) in cmd and proceed to delete the driver files manually:

 

>> driverquery /FO LIST | findstr "Pulse"

 

above command would return something like below:

Display Name: Pulse Secure TDI Filter Driver (jnprTdi_XXX_XXXX) ----> (X would be some version no.)

Module Name: PulseSAM
Display Name: Pulse Secure WFP Driver (PulseSAM)

 

>> sc delete PulseSAM

>> sc delete jnprTdi_XXX_XXXX

(sc delete would return successfully deleted message or doesn't exist)

 

>> Navigate to C:\Windows\System32\drivers and search for jnprTdi_XXX_XXXX.sys and PulseSAM.sys file and delete both of them.

 

>> Reboot the machine and retry the installation.

 

If the installation fails again, please provide the following logs along with the MSI debuglog:

 

"C:\Windows\INF\setupapi.setup.log"

"C:\Windows\INF\setupapi.dev.log"

PCS Expert
Pulse Connect Secure Certified Expert
New Contributor

Re: Pulse secure installation rolls back with errors on windows 10

Hello

Followed instructions.

Installation rolled back..

msi.log  

https://1fichier.com/?16a2usxrl527e0h2oc1k

dev log: https://1fichier.com/?pkkn52zoywubugjsl3w0

Could not find setupapi.setup.log

Thanks a lot.

 

 

Moderator

Re: Pulse secure installation rolls back with errors on windows 10

if you have not done so, please open a case with our support team so we can investigate further
Moderator

Re: Pulse secure installation rolls back with errors on windows 10

@arju Can you please try creating a file named setupapi.setup.log under %SystemRoot%\Inf directory, change the log level to 0x00007070 (Very-verbose level) and then replicate the issue. Please confirm if events are being updated in the setupapi logs.

 

To set the event level for the SetupAPI text logs, create (or modify) the following REG_DWORD registry value:
HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Setup\LogLevel.

 

Referencehttps://docs.microsoft.com/en-us/windows-hardware/drivers/install/setting-the-event-level-for-a-text...

 

Please change the LogLevel key value to 0x00000000 (default log level) after replicating the issue.

 

PCS Expert
Pulse Connect Secure Certified Expert