Error installation of MSI package from third party endpoint of Trend Micro

Question

[Problem]  Cannot deploy DSA on Windows Server 2016[Recap] Engaged remote session twice. During which we're having issues with: 

• Running the Support tool (even as admin) 
  • Supported tested to work + as per KM, opened the tool on desktop + server & was working
• Running the CUT tool (even as admin)
• Running the MSI installer (even as admin) (both via installation wizard & msiexec) [Findings] Ran the following msiexec command via CMD (as admin).  
• msiexec /i "C:\Users\utadmin\Desktop\New folder\Agent-Windows-20.0.1-12510.x86_64\Agent-Core-Windows-20.0.1-12510.x86_64.msi" /qn /l*v install.log
• msiexec /i "C:\Users\utadmin\Desktop\New folder\Agent-Windows-20.0.1-12510.x86_64\Agent-Core-Windows-12.0.0-563.x86_64.msi" /qn /l*v install.log Which runs and logs the installation of an msi package.Log files from both of the installer yielded to the following same errors:

MSI Installation Latest version: 

Errors: 

 MSI (s) (94:C0) [10:37:52:103]: Product: Trend Micro Deep Security Agent -- Error 1920. Service 'Trend Micro Deep Security Notifier' (ds_notifier) failed to start. Verify that you have sufficient privileges to start system services. 

  

Error 1920. Service 'Trend Micro Deep Security Notifier' (ds_notifier) failed to start. Verify that you have sufficient privileges to start system services.

………. 

MSI (s) (94:C0) [10:37:55:035]: Product: Trend Micro Deep Security Agent -- Installation failed. 

  

MSI (s) (94:C0) [10:37:55:036]: Windows Installer installed the product. Product Name: Trend Micro Deep Security Agent. Product Version: 20.0.11251. Product Language: 1033. Manufacturer: Trend Micro Inc.. Installation success or error status: 1603.  

  

MSI (s) (94:C0) [10:37:55:049]: Deferring clean up of packages/files, if any exist 

MSI (s) (94:C0) [10:37:55:049]: MainEngineThread is returning 1603

MSI Installation version 12.0.0-563 : 

Errors: 

MSI (s) (FC:B0) [11:30:35:346]: Product: Trend Micro Deep Security Agent -- Error 1920. Service 'Trend Micro Deep Security Notifier' (ds_notifier) failed to start. Verify that you have sufficient privileges to start system services. 

  

Error 1920. Service 'Trend Micro Deep Security Notifier' (ds_notifier) failed to start. Verify that you have sufficient privileges to start system services.

………. 

MSI (s) (FC:B0) [11:30:35:886]: Product: Trend Micro Deep Security Agent -- Installation failed. 

  

MSI (s) (FC:B0) [11:30:35:887]: Windows Installer installed the product. Product Name: Trend Micro Deep Security Agent. Product Version: 12.0.563. Product Language: 1033. Manufacturer: Trend Micro Inc.. Installation success or error status: 1603.  

  

MSI (s) (FC:B0) [11:30:35:892]: Deferring clean up of packages/files, if any exist 

MSI (s) (FC:B0) [11:30:35:893]: MainEngineThread is returning 1603 Reference: MSI installation error 1603 - Windows Server | Microsoft LearnThe encountered error above is the same one we're encountering when installing the agent using the installation wizard:[Conclusion]As discussed over call + based on the findings from above, please check and investigate on an OS level what's causing the issues above. As a starting point you can refer to: MSI installation error 1603 - Windows Server | Microsoft LearnIf all else fails, please reach out to Microsoft Support & present the install logs generated from installing the package via msiexec.

Answer 1

Hello

Thank you for posting on the Microsoft Community forum.

Based on the description, I understand that your question is related to install Trend Micro Deep Security Agent.

Please note that this install a third party agent which is Trend Micro Deep Security Agent , which is out of Microsoft support range. We recommend that you contact Trend Micro for more detailed fixes/suggestions.

Have a nice day.

Best regards

Molly

Answer 2

Hello Molly,

We already tried tools and additional investigation on it however same issue. Please read the logs below. it based to the registry and tools checking from the server version and stating the issue from the version 1603.

Log files from both of the installer yielded to the following same errors: 

MSI Installation Latest version:

Errors:

MSI (s) (94:C0) [10:37:52:103]: Product: Trend Micro Deep Security Agent -- Error 1920. Service 'Trend Micro Deep Security Notifier' (ds_notifier) failed to start. Verify that you have sufficient privileges to start system services.

---

Error 1920. Service 'Trend Micro Deep Security Notifier' (ds_notifier) failed to start. Verify that you have sufficient privileges to start system services.

……….

MSI (s) (94:C0) [10:37:55:035]: Product: Trend Micro Deep Security Agent -- Installation failed.

---

MSI (s) (94:C0) [10:37:55:036]: Windows Installer installed the product. Product Name: Trend Micro Deep Security Agent. Product Version: 20.0.11251. Product Language: 1033. Manufacturer: Trend Micro Inc.. Installation success or error status: 1603.

---

MSI (s) (94:C0) [10:37:55:049]: Deferring clean up of packages/files, if any exist

MSI (s) (94:C0) [10:37:55:049]: MainEngineThread is returning 1603

---

---

MSI Installation version 12.0.0-563 :

Errors:

MSI (s) (FC:B0) [11:30:35:346]: Product: Trend Micro Deep Security Agent -- Error 1920. Service 'Trend Micro Deep Security Notifier' (ds_notifier) failed to start. Verify that you have sufficient privileges to start system services.

---

Error 1920. Service 'Trend Micro Deep Security Notifier' (ds_notifier) failed to start. Verify that you have sufficient privileges to start system services.

……….

MSI (s) (FC:B0) [11:30:35:886]: Product: Trend Micro Deep Security Agent -- Installation failed.

---

MSI (s) (FC:B0) [11:30:35:887]: Windows Installer installed the product. Product Name: Trend Micro Deep Security Agent. Product Version: 12.0.563. Product Language: 1033. Manufacturer: Trend Micro Inc.. Installation success or error status: 1603.

---

MSI (s) (FC:B0) [11:30:35:892]: Deferring clean up of packages/files, if any exist

MSI (s) (FC:B0) [11:30:35:893]: MainEngineThread is returning 1603

The encountered error above is the same one we're encountering when installing the agent using the installation wizard:

---

[Conclusion] ****As discussed over call + based on the findings from above, please check and investigate on an OS level what's causing the issues above. As a starting point you can refer to:MSI installation error 1603 - Windows Server | Microsoft Learn********If all else fails, please reach out to Microsoft Support & present the install logs generated from installing the package via msiexec.

--Trend Micro is fully installed on most of the same 2016 version; this is the only server that is unable to launch an agent.

How can we create ticket from microsoft?

Answer 3

Hello,

I understand that your question is related to install Trend Micro Deep Security Agent. Please note that this install a third party agent which is Trend Micro Deep Security Agent installation error, which is out of Microsoft support range.

Regarding your question"How can we create ticket from microsoft?", this is a link:

Open Support requests | Microsoft Learn

Best regards

Molly

Answer 4

Hello Molly,

Can you help me to create a ticket for this case?

Regards,

KM

Answer 5

Hello,

I can’t create a support ticket for you, this is out of Microsoft Community forum range, here we mostly discuss technical issues.

Try contact here Contact Us - Microsoft Support

Best regards,

Molly