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Troubleshooting BEST unsuccessful deployments

Bitdefender GravityZone provides full visibility into organizations’ overall security posture, global security threats, and control over its security services that protect virtual or physical desktops, servers and mobile devices. All Bitdefender Enterprise Security solutions are managed within the GravityZone through a single console, Control Center, that provides control, reporting, and alerting services for various roles within the organization.

Bitdefender Endpoint Security Tools deployment tasks might encounter different errors while executing. This section provides an overview the most common cases of failed deployment tasks and useful tips onto how to fix the errors.

In general, the deployment tasks fail if the target systems are not compliant with the deployment prerequisites presented in section the BEST installation prerequisites KB article. Another common reason for failed deployment tasks are networking related misconfigurations.

Windows unsuccessful deployment task status messages

  1. Connection failed: NT_STATUS_UNSUCCESSFUL - The requested operation was unsuccessful. Please check the connectivity between GravityZone and target machine.

    The deployment task failed because there is no network connectivity between the GravityZone cluster initiating the deployment task and the target system.

    To fix this issue, check the following:

    • The target system is accessible on the network: it has the correct DNS entry, and the assigned IP is not duplicated.

    • The local Firewall on the target system allows File and Printer Sharing traffic (TCP ports 139, 445; UDP ports 137, 138).

    • The target system accepts connections to its admin$ administrative share.

  2. Connection Failed: NT_STATUS_LOGON_FAILURE - The attempted logon is invalid. This is either due to a bad username or authentication information.

    The deployment task failed because the administrator provided the wrong credentials when the deployment task was configured.

    To fix this issue:

    • Check that the credentials entered in the deployment task Credentials Manager are the right ones and in the correct format.

    • Check that the provided credentials have administrative privileges on the target system.

  3. Connection failed: NT_STATUS_IO_TIMEOUT - The specified I/O operation was not completed before the time-out period expired.

    The deployment task failed because the target machine could not contact the domain controller to validate the remote administrative share authentication request initiated by the GravityZone deployment processor.

    To fix this error, check the target system and make sure it has proper network connectivity with the organization's Domain Controller.

  4. Connection failed: NT_STATUS_BAD_NETWORK_NAME - The specified share name cannot be found on the target machine.

    The deployment task failed because the administrative share on the target system is not present.

    To fix this issue, on the target system make sure that:

    • File and Printer Sharing protocol is enabled on the network interface.

    • User Account Control is disabled.

    • Server service and its dependencies are running.

  5. Connection failed: NT_STATUS_HOST_UNREACHABLE - There is no connectivity between GravityZone and target machine.

    The deployment task failed because the installer running on the target system could not contact the GravityZone Web Console role to download the security agent package.

    To fix this issue, check the following:

    • The organization’s DNS server can resolve the GravityZone virtual appliance(s) hostname.

    • The target system can contact the DNS server and resolve the GravityZone virtual appliance(s) hostname.

  6. Installation failed! A program could not run on the guest operating system.

    To fix this issue:

    • Disable UAC for Windows 7, 8, 10 and Server 2012.

    • For Windows 8 and above, you must deactivate UAC from the registry as well.

      1. In Command Prompt, type regedit to open the registry editor.

      2. Go to: HKEY_LOCAL_MACHINE/SOFTWARE/Microsoft/Windows/CurrentVersion/Policies/System.

      3. Set EnableLUA to 0.

  7. Error 1: Installation failed! Could not download the installation files (Relay).

    Possible causes:

    • Incorrect function. It can occur when the Firewall is enabled on the Relay and port 7074 is not allowed.

    • Parameter is incorrect. This can occur when the installation kits are not saved on the Relay.

    To fix this issue, check the following:

    • DNS entry has been created for the virtual appliance, with the same name as the one entered in the appliance CLI interface (Appliance Options menu). The target Relay can ping the virtual appliance.

    • If internal filters or firewalls are in use, the traffic between the Relay and appliance is excluded.

    • Connection timeouts between the Relay and the GravityZone appliance.

  8. Error 3.

    Port 7074 inbound is blocked on the Relay and it must be excluded for internal LAN traffic.

  9. Error 5: Unable to find a suitable server for domain.

    To fix this issue:

    1. Check the Administrative share and credentials format (when deploying from the Relay: user@domain).

    2. Make sure the appliance can resolve the domain name and domain controller name:

      ping <domain_name>
      ping <dc_name>
    3. Make sure the appliance can reach the domain controller on port 389.

      telnet domain_name port
      telnet dc_name port
  10. Error 8: Not enough free space.

    Not enough free space on the selected drive. BEST requires at least 2 GB of free disk space.

  11. Error 10: Installation failed! Could not install the Exchange Protection transport agents.

    This error message usually occurs when another task is in progress. In this case, wait until the task is complete and reboot the server.

  12. Error 31: An error has occurred while uninstalling third-party security software solutions. Manual removal of any other security software is required.

    The deployment task failed because competitor security software was detected on the target system and the Bitdefender removal routine failed to uninstall it.

    This error encounters when the competitor software is password-protected, or the competitor software does not support a silent uninstall function in its uninstall routine.

    If the competitor software is password-protected, remove the password protection and retry the deployment task otherwise, proceed with manually removing the competitor software.

  13. Error 50: Installation failed! Microsoft .NET Framework 3.5 SP1 or later is required in order to install Exchange Server Protection role.

  14. Error 53: Machine is not reachable, offline or behind a firewall.

    To fix this issue:

    1. Check if target machine is online.

    2. Check that the following ports are open:

      • 8443, when deploying from the GravityZone appliance.

      • 7074, when deploying from the Relay.

    3. Check for any filters or firewalls that might block the traffic between the deployer and the target machine.

  15. Error 82.

    Port 7074 inbound is blocked on the Relay and it must be excluded for internal LAN traffic / file transfer.

  16. Error 112: Installation failed! Not enough space on the disk for the product to be installed.

  17. Error 161: Installation failed! The provided installation path is invalid.

  18. Error 183: Installation failed! Endpoint Security already installed.

  19. Error 267: Installation failed! The installer cannot create the installation path.

    Insufficient rights to perform the necessary changes. Make sure the user account that you are using for deployment, is a Local/Domain/Network Administrator account that has the ability to perform the requested operation.

  20. Error 1001: Error installing Microsoft Visual C++ 2010 Redistributable.

    Installation process failed to install the Visual C++ 2010 Redistributable dependency for the installer package. To fix this error, manually install the x86 or x64 version of the VC++ 2010 Redistributable package and then try again to deploy BEST.

  21. Error 1151: Installation failed! Unsupported operating system.

    You can find the supported operating systems in the Endpoint Protection Requirements section of the GravityZone Installation Guide.

  22. Error 1552: Another instance is already in progress.

    This error message occurs when there is another task in progress. In such case, check the other task, wait until it finishes, and then reboot the machine.

    If installation was unsuccessful, you may need to use the uninstall tool to clean up the machine. When uninstallation is complete, reboot and try to deploy one more time.

  23. Error 1610: Installation failed! At least one SVA is needed for chosen scan mode settings.

    Installation process fails because the Central Scan option was selected after creating the packages and there is no Security Server selected or installed.

    For a successful installation, you must change the scan mode to Local, or add a Security Server.

  24. Error 1613: ERROR_INSTALL_PACKAGE_VERSION. Wrong Windows Installer version on the machine.

    To fix this issue, run the fix from this Microsoft KB article on the target machine.

    note Note:
    You can find the Windows Installer 4.5 redistributable here.
  25. Error 1618: Installation failed! Another installation is in progress.

    This error message occurs when there is another task in progress. In such case, check the other task, wait until it finishes, and then reboot the machine.

    If installation was unsuccessful, you may need to use the uninstall tool to clean up the machine. When uninstallation is complete, reboot and try to deploy one more time.

  26. Error 1638: Another version of this product is already installed. Installation of this version cannot continue. To configure or remove the existing version of this product, use Add/Remove Programs from Control Panel.

  27. Error 3010: Installation failed! Installer needs to reboot.

    The installer requires a system reboot and the Automatically Reboot check box was not selected.

  28. SERVICE_ALREADY_EXISTS - The bddepsrv service already exists! Remove bddepsrv service from the target computer, reboot and run the task again.

    The deployment task failed because:

    • There is another deployment task already running on the target system.

      In this case, let the other deployment task finish executing.

    • A previous deployment task failed due to a crash of a process it depends on, causing the Bitdefender temporary deployment service to remain registered on the target system.

      In this case:

      1. Log in to the target system as administrator.

      2. Open a Command Prompt window and execute the following commands:

        C:\> sc stop bddepsrv
        C:\> sc delete bddepsrv
      3. Reboot the machine and retry the deployment task.

    In addition to these scenarios, depending on different anomalies of the operating system on the target machine, the deployment task can return a generic Windows Installer error code. For more details about Windows Installer error codes, refer to this Microsoft KB article.

  29. CAN_NOT_CREATE_SERVICE - Cannot create bddepsrv service! Remove bddepsrv service from the target computer (if exists), reboot and run the task again.

    The troubleshooting steps described at number 28 in this list apply for this error message as well.

  30. IPV6_NOT_SUPPORTED - IPv6 not supported. Please use the IPv4 protocol.

  31. INSTALATION_IS_TAKING_MORE_THEN_EXPECTED - Installation is taking more than expected. Configure the installation task by unchecking "Scan before installation" option (if checked) and run the task again.

  32. PACKAGE_NOT_FOUND - No deploy package found. Please contact the technical support.

    Check if the package in question exists in the Network > Packages page of the Control Center.

    To fix this error, delete and recreate the package.

  33. VM_IS_SVA - The target machine is a Security Server. Cannot deploy the agent on Security Server.

  34. VM_TOOLS_NOT_INSTALLED - VMware Tools are not installed. Install VMware Tools on target machines and run the task again.

  35. VM_TOOLS_NOT_RUNNING - VMware Tools are not running. Please check the VMware Tools status on target machines. VMware Tools is required for security agent deployment to work.

  36. CAN_NOT_DETERMINE_VM_TOOLS_STATUS - Cannot determine the VMware Tools status. Please check the VMware Tools status on target machines. VMware Tools is required for security agent deployment to work.

  37. Cannot open VM: [datastore] myVM1/myVM1.vmx.

    Check the following information:

    • The username and the password configured in Control Center are correct: Log in to vSphere Client with the same credentials or try using another account.

    • The user provided for VMware integration has vCenter Administrator permissions.

  38. NT_STATUS_INSUFFICIENT_RESOURCES

    This error occurs when deploying the security agent on virtual machines.

    To fix the problem, change the following registry entries:

    HKEY_LOCAL_MACHINE > SYSTEM > CurrentControlSet > Services > lanmanserver > parameters > size to 3

    HKEY_LOCAL_MACHINE > SYSTEM > CurrentControlSet > Control > Session Manager > Memory Management > LargeSystemCache to 1

  39. Installation failed! - The product was not configured correctly.

    Policy settings

    Cause:

    • The full kit is being run from within the archive
    • The installer.xml file is not located right next to the full kit
    • The full kit is unable to read installer.xml when the files are both located on a network drive

    Solution:

    To resolve this issue, ensure that both the installer.xml and the full kit files are unpacked and set to run from the local drive.

Linux unsuccessful deployment task status messages:

  1. Error 1: Installation failed! The product is already installed.

  2. Error 2: Installation failed! Download error.

    To fix this issue, make sure that:

    • You have established an active connection between the target machine and the Relay or the GravityZone virtual appliance. You can find the required ports here.

    • The user has permission to write in the location where the agent installs.

    • The target endpoint has enough free HDD space.

  3. Error 4: Installation failed! Could not create setup directory.

    User must have permission to write in the installation location.

  4. Error 10: Installation failed! Cannot find Linux distribution.

    Check in the GravityZone Installation Guide if your Linux distribution is among the supported operating systems.

  5. Error 11: Installation failed! Operating system is not supported.

    You can find the supported operating systems in the GravityZone Installation Guide.

  6. Error 12: Installation failed! Another installation is in progress. Wait for it to finish or delete setup directory.

  7. Error 16: Installation failed! A newer version of the package is already installed.

  8. Error 19: Installation failed! Could not find configuration file.

    The installer.xml required for installation was not copied on the target machines due to restrictions. Check for any Firewall filters and if the user account has rights to perform the operation.

  9. Error 75: Installation failed! There is a problem with the Package Manager.

  10. Error 77: Installation failed! The current scan type configuration is not permitted.

    Install process fails because the Central Scan option was selected upon creating the packages and there is no Security Server selected or installed.

    For a successful installation, change the scan mode to Local, or add a Security Server.

  11. Error 86: Installation failed! Incorrect password for user.

    The user does not have rights to install.

    To fix this issue:

    • Provide the rights to the user.

    • Modify: /etc/ssh/sshd_config by adding PermitRootLogin yes. You can replace Root with any user.

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