NOD32 v4 installation problems and TeaTimer/Spybot-R&D

Discussion in 'ESET NOD32 Antivirus' started by rpremuz, Mar 27, 2009.

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  1. rpremuz

    rpremuz Registered Member

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    While trying to upgrade the NOD32 Antivirus Business Edition from ver. 3.0.684 to ver. 4.0.314 on a MS Windows XP Pro. SP3 I've got the following error (logged in the einstaller.log file):

    Status 1012, ID 0: Failure during the package install - exit code: 1603, description: Fatal error during installation.

    The installation was done using the ESET RAC ver. 3.0.105.

    Upgrade by running the eavbe_nt32_enu.msi directly on the Windows was also unsuccessful: the installer reported the error and rolled back its job.

    I also noticed that the following error was logged in the Windows Application Event Log:
    Event Type: Error
    Event Source: MsiInstaller
    Event Category: None
    Event ID: 11316
    Description:
    Product: ESET NOD32 Antivirus -- Error 1316. A network error occurred while attempting to read from the file: C:\WINDOWS\Installer\setup.msi

    Then I realized that the TeaTimer resident program (part of the Spybot - Search & Destroy) was started on that Windows. I uninstalled the Spybot-R&D, restarted the Windows and tried to upgrade to ver. 4.0.314 but the same errors happened again.

    I also tried to uninstall NOD32 3.0 but exactly the same errors happened again.

    So the only solution was to restart the Windows in safe mode, delete the NOD32's info from the System Registry and its files from the system partition:
    C:\Program Files\Eset
    C:\Documents and Settings\All Users\Application Data\ESET

    After that I successfully installed the NOD32 AV BE ver. 4.0.314 using the ESET RAC.

    A post festum question: is it possible that the TeaTimer creates problems to the NOD32 installer?
    I ask that as the upgrade from NOD32 v3 to NOD32 v4 was successful on another 50 MS Windows XP Pro. SP3 machines in the LAN and some of them had the Spybot-R&D installed, even with TeaTimer started.

    -- rpr. /Robert Premuž/
     
  2. agoretsky

    agoretsky Eset Staff Account

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    Hello,

    Spybot - Search & Destroy's TeaTimer module can prevent ESET's software from installing correctly, since ESET's software is designed to add itself to the system to run at startup and the TeaTimer module is designed to prevent applications from doing this.

    Regards,

    Aryeh Goretsky
     
  3. rpremuz

    rpremuz Registered Member

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    And why the problem remained after uninstallation of the Spybot-R&D?

    In my starting post I documented that after uninstalling the Spybot-R&D I had not been able to upgrade to NOD32 AV 4.0.314 or to uninstall the existing NOD32 AV 3.0.684. It seems that the unsuccessful upgrade, that could be caused by the TeaTimer, has left some mess that prevented subsequent NOD32 AV install/uninstall.

    -- rpr.
     
  4. agoretsky

    agoretsky Eset Staff Account

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    Hello,

    Most uninstallation scripts work by logging the changes made during the installation of a software and then reverting these changes when run. It is possible the SpyBot - Search & Destroy software made changes to your system after it was installed which were not logged or accounted for by their uninstallation process. This occurs sometimes with other security programs, although it has been a long time since someone asked about SpyBot - Search & Destroy and I do not recall if this is an issue with their program.

    What I would suggest that you do at this point is uninstall ESET NOD32 Antivirus and SpyBot - Search & Destroy (if it has since been reinstalled) once more using their uninstallation program, then perform manual uninstalls of both programs to remove any objects which may be left over.

    Here are the relevant knowledgebase articles I found:
    ESET Knowledgebase article #558, "How do I manually uninstall ESET NOD32 Antivirus 3.0?"
    ESET Knowledgebase article #2116, "How do I manually uninstall ESET NOD32 Antivirus 4.0?"
    SpyBot - Search & Destroy HowTo - "How to uninstall"
    SpyBot - Search & Destory FAQ #56 - "How to uninstall"
    There may be others on SpyBot - Search & Destory's web site or additional steps which need to be taken--I would suggest checking with their technical support department to verify the removal instructions.

    Once both programs are completely removed, go ahead and reinstall ESET NOD32 Antivirus v4.0 and SpyBot - Search & Destory program. You may wish to leave the TeaTimer module disabled or uninstalled.

    Regards,

    Aryeh Goretsky
     
  5. BedreAntivirus

    BedreAntivirus Registered Member

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    it can also be Windows Defender
     
  6. DesertRat

    DesertRat Registered Member

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    This workstation could have a bad XML Parser as well. You should have MSXML 4.0 SP2 (with 3 KB updates) and maybe even MSXML 6.0. If it comes to this, the parsers can be uninstalled and reinstalled, but there is a manual step involved where the original .msi file for the parser needs to be deleted.
     
  7. dmaustin

    dmaustin Registered Member

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    I am receiving the exact same error message as rpremuz reports...
    - Same OS (execept I have XP Home vs Pro edition)
    - Same XP SP3
    Same upgrade attempt from 3 to 4 -- ESET NOD32 Antivirus.
    I have deployed the manual uninstall of version 3 (as this was the only way to uninstall without getting an error message when trying to uninstall via Add or Remove Programs).
    I do NOT have Spybot installed and never have.
    I have no other anti malware, spyware or firewalls installed.
    I am stuck and can't install Version 4 so I have no antivirus protection now.

    The error message in Event Viewer:
    Product: ESET NOD32 Antivirus -- Error 1316. A network error occurred while attempting to read from the file: C:\WINDOWS\Installer\eav_nt32_enu.msi

    The Parsers installed on my machine look correct:
    MSXML 4.0 SP2 (KB954430)
    MSXML 6.0 Parser (KB925673)
     
  8. agoretsky

    agoretsky Eset Staff Account

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    Hello,

    Perhaps a corrupt registry value is to blame.

    Try searching the registry for all instances of "C:\WINDOWS\Installer\eav_nt32_enu.msi", back up each occurrence and then delete the string containing the value. Restart the computer when finished and then try installing the software again.

    Regards,

    Aryeh Goretsky
     
  9. dmaustin

    dmaustin Registered Member

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    Hi Aryeh,
    There are zero occurrences of "C:\WINDOWS\Installer\eav_nt32_enu.msi" in my registry. I had already run a registry cleaner prior to searching for the string so perhaps that cleaned up the registry.
    Now when I try to run the install, I get a different error message:
    The installer has encountered an unexpected error installing this package. This may indicate a problem with this package. The error code is 2753.
     
  10. trencan

    trencan Eset Staff

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    You can use "ESET Uninstaller" tool at least v. 4.0.3, which should help you in this case.
     
  11. tanstaafl

    tanstaafl Registered Member

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    Ummm...

    WHAT ESET Uninstaller Toolo_Oo_O? I'd be most interested to learn that one actually exists, because I've been wondering for some time why ESET would go through the trouble of setting up a web page with complicated (for the average computer user, simple for techies like me) instructions to do a manual uninstall, when they - as the software vendor - could simply write a small utility (Norton provides one, Macaffee provides one, etc) to do precisely this, then all they'd need for their 'manual removal web page is a download link to the tool and instructions on how to use it.
     
  12. dmaustin

    dmaustin Registered Member

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    There is no ESET Uninstaller Tool v.4.0.3 that I can find.
    Anyway, I continued doing research on this new error code 2753. The event viewer says
    Product: ESET NOD32 Antivirus -- The installer has encountered an unexpected error installing this package. This may indicate a problem with this package. The error code is 2753. The arguments are: eplgOutlook.dll

    There are other threads where this problem comes up. But they all point to using various registry cleaners and try to reinstall.
    So far I have used ccleaner, registry mechanic and jv16powertools 2009 -- all to no avail.

    I consider myself to be an advanced PC expert and this one really has me stumped. Based on all the threads I have read, this product definitely has some problems related to install and uninstalls.
     
  13. agoretsky

    agoretsky Eset Staff Account

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    Hello,

    Is there any other security software on the computer which might be interfering with the installation of the software? An ESET SysInspector log might be revealing.

    Regards,

    Aryeh Goretsky
     
  14. trencan

    trencan Eset Staff

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    This ESET Uninstaller is brand new tool and should be used only in emergency when normal un-installation fails. It has to do (and also does) much more than it is written on web page dedicated to manual un-installation. For example, ESS installs NDIS IM driver and it's tricky to remove it from registry correctly, but there are also many other things. Tool is dedicated to removal of ESS/EAV v3 and v4 and for OS: 2K, XP and Vista.
     
  15. tanstaafl

    tanstaafl Registered Member

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    Well... the same thing is said for the manual uninstallation method.

    Did you mean that it should only be used when MANUAL uninstall doesn't resolve the problem?

    Ok, fine, but you still didn't provide a link to this tool... please do so... unless your omission was because it hasn't been formally released yet?

    In that case, ESET, is there a beta test program for this uninstaller? It is long overdue...
     
  16. trencan

    trencan Eset Staff

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    It should be used when it is not possible to uninstall ESS/EAV via installation MSI file (Control Panel), so usual way.

    It hasn't been formally released as far as I know. If you contact support, you should be able to get it.
     
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