Common installation messages with their causes and solutions

ePO - On-prem provides feedback during installation that might require additional action. Review this table for more information about actions required if these messages appear.

Message	Cause	Solution
You are attempting to upgrade from a product version that is not supported.	No version of ePO - On-prem software has been installed on this computer. You can only upgrade from a supported version of ePO - On-prem server.	Select an appropriate installation option.
Internet Explorer 8.0 or later, or Firefox 10 must be installed for this installation to continue.	The computer where you are trying to install the software is using an unsupported version of the browser.	Install a supported Internet browser before continuing.
Another instance of the ePO - On-prem installer is already running.	The ePO - On-prem setup program is already running. You can't run more than one instance of the installer at a time.	Allow the first instance of the installer to finish, or stop the first instance and restart your installation.
For security reasons, Trellix does not allow blank passwords. Please type a valid password to continue.	The Password box is blank.	Specify the password of the user account that you want to use.
We recommend that you set the video display resolution to 1366x768 or higher.	The computer where you are trying to install the software does not meet the minimum monitor resolution requirement.	Change the monitor resolution to 1024x768 or higher, then continue the installation. Otherwise, you might not be able to view the whole screen after you start the software. For instructions on changing the monitor resolution, see the Windows Help file (click Start, then select Help).
We recommend that you install the software on a computer with at least 8 GB of RAM.	The computer where you are trying to install the software does not meet the minimum memory requirement.	Add more memory to your system or select a different system for installation that has at least 8 GB of RAM.
ePO - On-prem software requires that your computer is running Windows Server 2008, Windows Server 2012, or Windows Server 2016.	The computer where you are trying to install the software is using a non-supported version of the operating system.	Use a supported server-class operating system.
Enter a value in the “Agent Broadcast communication” field.	The Agent Broadcast communication port box is blank.	Specify the port number (default is 8082) that the ePO - On-prem server uses to send wake-up calls to SuperAgents.
Enter a value in the “Agent-to-Server communication” field.	The Agent-to-Server communication port box is blank.	Specify the port number that the agent uses to communicate with the server.
Enter a value in the “Agent Wake-Up communication” port.	The Agent Wake-Up communication port box is blank.	Specify the port number (default is 8081) that the ePO - On-prem server uses to send Trellix Agent wake-up calls.
ePO - On-prem must be installed in a folder. Enter a Destination Folder to continue.	The Destination Folder box is blank or shows the root of a drive.	Click Browse to select a location. The default location is: `C\Program Files\Trellix\ePolicy Orchestrator`.
Enter a value in the “User Name” field.	The User name box is blank.	Specify the user name of the account that you want to use.
The License file is missing or corrupt. Contact Technical Support for assistance.	Setup is unable to read the license information required to install the software.	Contact Technical Support.
The operating system or Service Pack you are using is not currently supported.	The computer where you are trying to install the software is using a non-supported version of the operating system.	Use a supported server-class operating system.
The passwords you typed do not match. Type a valid password to continue.	The value you typed in Password and Confirm Password do not match.	Specify the password of the account that you want to use.
The ePO - On-prem license has expired.	Your license to use the software has expired.	Contact your administrator or designated Trellix representative.
This system is not currently configured with a static IP address, which is recommended for the ePO - On-prem server.	The computer where you are trying to install the software does not use a static IP address. We recommend using static IP addresses for ePO - On-prem servers to improve performance and reduce bandwidth use.	Specify a static IP address for use with your ePO - On-prem server.
Unable to make a connection to the database server. Verify that you provided the account credentials and database server name correctly, then try again.	A connection could not be made to the corresponding ePO - On-prem database server.	Verify that the Domain, User Name, and Password you provided are typed correctly. Verify that the database server is running. Verify that the user account you provided is valid for the database server.
Unable to connect using the information you provided. Verify that you entered the correct information and try again.	The user account that you specified could not be accessed.	Verify that the Domain, User Name, and Password you provided are typed correctly. Verify that the account you used to log on to this computer has access to this domain.