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Pulse install rollback

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Moderator

Re: Pulse install rollback

@amit Please upload the file to any public share and share the download link as PM.

PCS Expert
Pulse Connect Secure Certified Expert
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Occasional Visitor

Re: Pulse install rollback

I am having this issue too, I sent the logs you requested via PM

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New Contributor

Re: Pulse install rollback

I'm having this same issue trying to install Pulse Secure (and MANY others in my organization are as well).  I've tried version 9 and version 5.3.  Both fail in the same manner.  The key part of the install log appears to be where the install enters "UpdateDriverForPlugAndPlayDevices".  That logic is causing a timeout which is then causing the install to fail. 

 

DIFXAPP: ENTER: InstallDriverPackages()
DIFXAPP: INFO: 'CustomActionData' property 'DIFxApp Version' is '2.1'.
DIFXAPP: INFO: 'CustomActionData' property 'UI Level' is '5'.
DIFXAPP: INFO: 'CustomActionData' property 'componentId' is '{88989577-754A-494A-8080-09B5A9833C44}'.
DIFXAPP: INFO: 'CustomActionData' property 'componentPath' is 'C:\Program Files (x86)\Common Files\Juniper Networks\JNPRNA\Drivers\jnprvamgr\'.
DIFXAPP: INFO: 'CustomActionData' property 'flags' is 0x1F.
DIFXAPP: INFO: 'CustomActionData' property 'installState' is '2'.
DIFXAPP: INFO: 'CustomActionData' property 'ProductName' is 'Pulse Secure'.
DIFXAPP: INFO: 'CustomActionData' property 'ManufacturerName' is 'Pulse Secure, LLC'.
DIFXAPP: INFO: user SID of user performing the install is 'S-1-5-21-818963461-1946165602-390482200-22212'.
DIFXAPP: INFO: opening HKEY_USERS\S-1-5-21-818963461-1946165602-390482200-22212\Software\Microsoft\Windows\CurrentVersion\DIFxApp\Components\{88989577-754A-494A-8080-09B5A9833C44} (User's SID: 'S-1-5-21-818963461-1946165602-390482200-22212') ...
DIFXAPP: INFO: ENTER: DriverPackageInstallW
DIFXAPP: WARNINGSmiley Very HappyRIVER_PACKAGE_LEGACY_MODE flag set but not supported on Plug and Play driver on VISTA. Flag will be ignored.
DIFXAPP: INFO: Installing INF file 'C:\Program Files (x86)\Common Files\Juniper Networks\JNPRNA\Drivers\jnprvamgr\jnprvamgr.inf' (Plug and Play).
DIFXAPP: INFO: Looking for Model Section ...
DIFXAPP: INFO: Installing devices with Id "jnprvamgr" using INF "C:\windows\System32\DriverStore\FileRepository\jnprvamgr.inf_amd64_b3434d97a4f3ed82\jnprvamgr.inf".
DIFXAPP: INFO: ENTER UpdateDriverForPlugAndPlayDevices...
DIFXAPP: ERROR: RETURN UpdateDriverForPlugAndPlayDevices. (Error code 0x5B4: This operation returned because the timeout period expired.)
DIFXAPP: ERROR: Installation failed. (Error code 0x5B4: This operation returned because the timeout period expired.)
DIFXAPP: ERROR: PnP Install failed. (Error code 0x5B4: This operation returned because the timeout period expired.)

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Moderator

Re: Pulse install rollback

Can you please this tool from Microsoft and see if it helps - https://support.microsoft.com/en-in/help/17588/windows-fix-problems-that-block-programs-being-instal...

PCS Expert
Pulse Connect Secure Certified Expert
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New Contributor

Re: Pulse install rollback

I was able to use that tool to uninstall Pulse Secure version 9 because it would not uninstall using normal methods.  Once it was uninstalled, I was then able to try reinstalling Pulse Secure 5.3 without getting the "a newer version is installed" message.  Unfortunately, both the 5.3 and 9 installs fail for the same reason (stated in my previous post).  Pulse Secure does not show up as an option when trying to use this tool for installs.  

 

Has Pulse Secure made any headway in determining what may causing the timeout when executing the code that is producing the log messages that I sent?  Is it making some type of call to a remote resource?  Is it doing something that could be failing do to insufficient privileges?  What is that code doing that could result in a timeout?

 

 

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Moderator

Re: Pulse install rollback

@jstanisic Timeout has been caused during the virtual adapter driver installation, per my understanding, the windows installer would search the INF entry in the driverstore and attempts to install when found a match and that installation is taking too long, and reachs the timeout limit.

 

Ideally, we do not see such timeout issues in many user machines, as they are caused by other factors which are not controlled by the Pulse Client component in anyways. In my experience, installation issues are caused by Antivirus like Kaspersky, Trendmicro, etc., other VPN clients like OpenVPN, Cisco AConnect, incompatiblity b/w Cisco IP communicator, Corrupt registries, improper uninstallation of previous client versions, Windows updates.

PCS Expert
Pulse Connect Secure Certified Expert
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New Contributor

Re: Pulse install rollback

There are some laptops that have been able to reinstall the client software without this timeout issue and we have confirmed they were build from an older image of the Windows OS.  

 

I do have Cisco VPN Client installed on my machine but I need it.  We connect to mulitple networks so I need them both in order do my job.  So, if I uninstall Cisco in order to reinstall the PS client and then I can't reinstall the Cisco software, I'm actually in worse shape than I'm in now.

 

Unfortunately, our organization is saying the only way they have to resolve this issue is to reimage the laptop which is very costly in terms of time/productivity.  Especially with the epidemic.

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Moderator

Re: Pulse install rollback

Please try to connect by installing Windows In-Box client provided by Pulse Secure - https://www.microsoft.com/en-us/p/pulse-secure/9nblggh3b0bp?activetab=pivotSmiley Surprisedverviewtab

 

Client configuration guide - 

https://www-prev.pulsesecure.net/download/techpubs/current/488/pulse-client/pulse-secure-client-mobi...

PCS Expert
Pulse Connect Secure Certified Expert
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New Contributor

Re: Pulse install rollback

that is so true. I have the same issue installing pulse secure in windows 7. like you said pulse do not have the fix. what a waste of time. 

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New Contributor

Re: Pulse install rollback

True Pulse does not have any solution it looks like a lot off people have this roll back error.. 

what a waste of time. shame