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"Installation Cannot Proceed" appears during the installation of Plug-in Manager in OfficeScan (OSCE)

    • Updated:
    • 11 Oct 2016
    • Product/Version:
    • OfficeScan 10.6
    • OfficeScan 11.0
    • Platform:
    • Windows 2003 Datacenter 64-bit
    • Windows 2003 Enterprise
    • Windows 2003 Enterprise 64-bit
    • Windows 2003 Server R2
    • Windows 2003 Standard
    • Windows 2003 Standard 64-bit
    • Windows 2008 Datacenter
    • Windows 2008 Datacenter 64-bit
    • Windows 2008 Enterprise
    • Windows 2008 Enterprise 64-bit
    • Windows 2008 Server Core
    • Windows 2008 Server R2 Enterprise
    • Windows 2008 Standard
    • Windows 2008 Standard 64-bit
    • Windows 2008 Web Server Edition
    • Windows 2008 Web Server Edition 64-bit
    • Windows 2012 Datacenter R2
    • Windows 2012 Enterprise
    • Windows 2012 Enterprise R2
    • Windows 2012 Server Essential R2
    • Windows 2012 Server Essentials
    • Windows 2012 Standard
    • Windows 2012 Standard R2
    • Windows 2012 Web Server Edition
Summary

The following error message appears when trying to install the Plug-in Manager:

Installation Cannot Proceed
The wizard was interrupted before Trend Micro Plug-in Manager could be completely installed.
Your system has not been modified. To complete installation at another time, please run setup again.

The PLM_upgrade.log contains the following entries:

Property(C): POPUP_MSG_IDF_EXISTED = Unable to uninstall Plug-in Manager because Intrusion Defense Firewall is still installed. Uninstall Intrusion Defense Firewall from the Add/Remove Programs screen and then try uninstalling Plug-in Manager again.
Details
Public

The installation error shows when Plug-in Manager registry entries, folders, or files remain after a previous failed installation attempt, or when the files become corrupted.

To resolve this issue, remove the Plug-in Manager remnants:

  1. Delete the following registry entries:
    • HKEY_LOCAL_MACHINE\SOFTWARE\TrendMicro\OfficeScan\service\AoS
    • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{5DB0ECA1-4C56-488B-9BF1-FB300D9E1F54}
    • HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Products\1ACE0BD565C4B884B91FBF03D0E9F145\InstallProperties
    • HKEY_CLASSES_ROOT\Installer\Features\1ACE0BD565C4B884B91FBF03D0E9F145
    • HKEY_CLASSES_ROOT\Installer\Products\1ACE0BD565C4B884B91FBF03D0E9F145
  2. Delete the following folders:
    • ..\PCCSRV\PLM
    • ..\PCCSRV\Web\Service\PLM
  3. Delete the following files:
    • ..\PCCSRV\AosSrvUninstaller.exe
    • ..\PCCSRV\Pccnt\AOSHTML.zip
    • ..\PCCSRV\Pccnt\Common\AosUImanager.exe
    • ..\PCCSRV\Pccnt\Common\CNTAoSMgr.exe
    • ..\PCCSRV\Pccnt\Common\CNTAoSUnInstaller.exe
    • ..\PCCSRV\Web_OSCE\Web_console\HTML\Addon\aos_promotion.htm
    • ..\PCCSRV\Web_OSCE\Web_console\HTML\Addon\aos_redirect.htm
  4. Run the Plug-in Manager installer.
  5. Restart the OSCE Master Service and the Plug-in Manager service via the Windows Services console (services.msc).
  6. Verify that the Plug-in Manager Service is installed.
  7. Check if the Plug-in Manager dashboard can be accessed without any errors.

If the Plug-in Manager Service is installed and the dashboard can be opened without errors, then the procedure is successful.

If the issue still persists, collect all CDT logs while reproducing the issue. Contact Trend Micro Technical Support to file a case.

Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1111443
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