Issue Description

User tries to install agent on Windows Server 2008 SP2, the installation stuck on 99% for a long period of time and eventually fails with the following error "Installation failed. Some file is missing. Please exit or uninstall the existing security software first."

Error/Warning Information

Handling Process

1. Verified there is no other security programs installed on the Windows.

2. Check from Control Panel for possible software conflicts. (Usually conflicts with 3rd party PDF reader)

3. Check on the installation logs below:
   C:\Program Files\SF\EDR\agent\var\log\sfupdate2
%programdata%\SF\EDR\log\sfupdate\sfupdate_main
C:\Program Files\SF\EDR\agent\var\log\sfupdate\script_log.txt

4. As per checking on the logs, we can see that the agent savsvc service had been failing to start with error code:1053
   

Root Cause

Known bug on Windows Server 2008 SP2, driver conflicts.

Solution

1. Download the attached driver (sfe_perfprov.dll).
   Note:
   Select the driver based on the correct architecture. (x86 / x64)

2. Launch the agent installer.

3. After the installation progress changes from ‘Downloading’ to ‘Installing’ , replace the driver on the following path:
   C:\Program Files\SF\EDr\agent\bin

4. Installation completed successfully.

Suggestions

64-bit driver:
x64_sfe_perfprov.zip
MD5: 8e374cf5aedb74cdacde7e4342cdbd4c

32-bit driver:
x86_sfe_perfprov.zip
MD5: f92cf2e9434918f47ae6a1ba96b12c6c

Note:
-This issue had been resolved in the Endpoint Secure 3.7.12.

x64_sfe_perfprov
x86_sfe_perfprov.dll