Issue:
When trying to install Elements Agent (EPP for Computers or for Servers) in a Windows computer or server, but the installation failing with error "Something went wrong"
Resolution:
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 often indicates that either Elements Agent, Client Security or Server Security has been previously installed on the computer. The uninstallation of the previous WithSecure product has left some leftover files on the computer which are conflicting with the new installation.
To try to resolve this issue:
- Download the WithSecure Uninstallation Tool: https://download.withsecure.com/uninstallationtool/WsUninstallationTool.exe
- Run the tool
- Restart the device
- Try the installation again
Article no: 000021127