What to do incase it returns error: something went wrong

Answers

  • jameschjamesch Posts: 150 Moderator

    Hi Moses

    Was a different F-Secure product, or 3rd party Antivirus ever installed on this machine ?

    Proceed to check if you can find any information in the server's Event Viewer (application) that indicates this installation error. As an example:

    • Product: F-Secure One Client PSB 4.10.859 -- Installation failed.
    • Windows Installer installed the product. Product Name: F-Secure One Client PSB 4.10.859. Product Version: 4.10.859.0. Product Language: 1033. Manufacturer: F-Secure Corporation. Installation success or error status: 1625.

    The Windows MSI installer error code 1625 translates to "This installation is forbidden by system policy. Contact your system administrator." You can refer to the Microsoft documentation for the list of MSI error codes.


    You can refer to the Microsoft TechNet portal on a list of workaround available to fix this installation error.


    This error indicates that either F-Secure Computer Protection or F-Secure Client Security 14.xx has been previously installed on the computer. The uninstallation of the previous F-Secure product has left some leftover files on the computer which are conflicting with the new installation.


    To resolve this issue:

    1. Download the Oneclient-compatible uninstallation tool (Uninstallation Tool for Windows - Client Security 13.x & 14.x, Computer Protection, and Rapid Detection Service) from the Support tools page.
    2. Run the tool

    Here is a direct link to the tool

    Jaims
  • Moses_okondaMoses_okonda Posts: 2 New Member

    Thanks Jamesch for the response.

    But the machine had no prior antivirus installed on it. It was running on windows 8.1 and using windows defender as the only antivirus. But anyway, I think something probably on the machine was preventing the complete installation of the antivirus, either a malware that could have compromised the computer registry, which might lead to deny new registration of the F-secure antivirus on it.

    We have agreed with the client to do a clean installation of the operating system then run the antivirus again.

    Thanks once again community for the responses.

    jamesch
  • PetriKuikkaPetriKuikka Posts: 205 F-Secure Employee

    Hi,

    one thing to verify is that you have run windows update check on this computer. This error might be caused by the fact that the operating system has too old SSL root certificates and therefore the installer cannot do HTTPS communication to F-Secure backend servers.

    Petri

  • linck_tellolinck_tello Posts: 14 Observer

    Hello

    Try installing this Microsoft KB:

    https:// www. catalog. update.microsoft.com/Search.aspx?q=KB3042058

    Best Regards

    Linck Tello Flores

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