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Troubleshooting installation and communication problems
Identifying the point of failure of an installation
Identifying the point of failure of an installation
Troubleshooting communication problems between
the management server and the client
In the client, click Help and Support > Download Support Tool
2
Follow the on-screen instructions.
The Windows Installer and Push Deployment Wizard create log files that can be
used to verify whether or not an installation was successful. The log files list the
components that were successfully installed and provide a variety of details that
are related to the installation package. You can use the log file to help identify
the component or the action that caused an installation to fail. If you cannot
determine the reason for the failed installation, you should retain the log file.
Provide the file to Symantec Technical Support if it is requested.
Note: Each time the installation package is executed, the log file is overwritten.
To identify the point of failure of an installation
1
In a text editor, open the log file that the installation generated.
2
To find failures, search for the following entry:
Value 3
The action that occurred before the line that contains this entry is most likely
the action that caused the failure. The lines that appear after this entry are
the installation components that have been rolled back because the installation
was unsuccessful.
If you have trouble with client and server communication, you should first check
to make sure that there are no network problems. You should also check network
connectivity before you call Symantec Technical Support.
You can test the communication between the client and the management server
in several ways.
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Table of Contents
Troubleshooting
