The Trellix ENS installer displays an error message or code, depending on your installation method, when an unexpected condition occurs that it can't fix. Use this list to find an error message, an explanation of the condition, and any action you can take to correct it.
If you are getting an error code that isn't listed here, contact Trellix Technical Support.
Message | Description | Solution |
|---|---|---|
Conflicting Trellix product(s) found. | Error code: 16002 Displays temporarily in Windows Defender Security Center after a restart. The installer detected one or more conflicting Trellix products on the endpoint that it can't remove automatically. | Uninstall the conflicting products, then try installing again. |
Administrator rights required. | Error code: 16002 You must have administrator rights to run the installer. | Log on as an administrator, then launch the installer. |
Invalid Package. | Error code: 16003 Invalid package found. Please verify that you have a valid package. | Download a valid package file, then try installing the product again. |
Removal failed. | Error code: 16007 The installer could not remove a previous version of this product (such as a beta version) or a legacy product (such as VirusScan Enterprise or SiteAdvisor Enterprise) from the endpoint. | Remove these products manually before installing Trellix ENS. Contact Technical Support if the issue persists. |
Installer failed to launch. | Error code: 16008 The installer was not able to launch. | Contact Technical Support. |
Restart required. | Error code: 16015 The installer requires an endpoint restart to continue the installation. | Restart the endpoint to continue with the installation. Best practice: For third-party deployments, it is not possible to display a restart prompt on endpoints. Check whether the third-party tool you are using provides an option to show a restart prompt based on this return code. |
Restart required. | Error code: 16016 The installer requires an endpoint restart to complete the installation. | Restart the endpoint to complete the installation. |
Restart pending. | Error code: 16017 An endpoint restart from a previous installation or removal operation is pending. | Restart the endpoint to continue with the installation. |
Incompatible software removal failed. | Error code: 16018 The installer tried and failed to remove one or more incompatible software products it detected on the endpoint. | Remove these products manually before installing Trellix ENS. |
Installation failed. | Error code: 16019 The installer was interrupted before it finished installing Trellix ENS. It made no changes to your endpoint. | Run the installer again later. |
Setup cannot run from a directory with case sensitivity enabled. | The installer was run from a path where one or more folders are case sensitive. | In Windows, disable the case sensitive attribute for the folder, then run installation again. |
Install path invalid. Invalid Install Path - Install path or one of its parent directories is case sensitive. | One or more folders in the path where the installer tried to install Trellix ENS are case sensitive. | In Windows, disable the case-sensitive attribute for the folders or specify a different path, then run installation again. When installation is complete, these folders are automatically protected against enabling the case-sensitive attribute. This prevents issues with upgrades and updates. |
Installation failed. Trellix Endpoint Security installation failed because the case-sensitivity attribute is enabled for the installation folders you specified. | One or more folders in the path where the installer tried to install Trellix ENS are case-sensitive. | In Windows, disable the case-sensitive attribute for the folder or specify a different folder, then run installation again. When installation is complete, this folder is automatically protected against enabling the case-sensitive attribute. This prevents issues with upgrades and updates. |
<attempted action is> violating the rule "Core Protection – Protect core Trellix folders against enabling the Windows case-sensitivity attribute." | The Trellix ENS self-protection feature blocked an attempt to enable the case-sensitivity attribute for one or more folders in a critical path. | An action was blocked in accordance with the definition of the rule that was described in the event message. You can read more about troubleshooting this issue in KB85494. |
Installation canceled. | Error code: 16020 The user canceled the installation before it completed. The installer made no changes to the user's endpoint. | Run the installer again. |
Migration failed. | Error code: 16025 The installer tried to migrate settings from a legacy product, but it encountered an error. | Run the installer again later. |
Your system is not protected. Your previous security software was uninstalled, but the installer was interrupted before Trellix Endpoint Security was installed. Call Trellix support for assistance as soon as possible. | Error code: 16029, 16030, 16031 The installer was interrupted before Trellix ENS was installed. Your previous software was uninstalled, but no other changes were made to your endpoint. | To protect your endpoint against threats, contact Technical Support as soon as possible. |
Your system is not fully protected. The installer could not install [product name]. Call Trellix support for assistance. | Error code: 16032 One or more Trellix ENS product modules failed to install. Your previous software was uninstalled. | To fully protect your endpoint against threats, call Technical Support as soon as possible. |
ERROR_REBOOT_PENDING_WINDOWS | Error code: 16036 Trellix ENS installer bails out due to a pending Windows reboot. Example, reboot required after a Windows update. | Restart of the system is required. |
ERROR_REBOOT_PENDING_MFE_PRODUCT | Error code: 16037 Trellix ENS installer bails out due to a pending reboot required by other Trellix related products. | Restart of the system is required. |
Policy import failed. | Error code: 16502 The installer installed Trellix ENS successfully, but could not import the specified policy. | Check that you selected the proper data to import. Contact Technical Support if the issue persists. |
Policy import failed. | Error code: 17001 The installer could not import the specified policy. | Check that you selected the proper data to import. Contact Technical Support if the issue persists. |
Installation failed and then rollback failed. | Error code: 17002 The installer could not install Trellix ENS or roll back the changes it made to the user's endpoint. | Check the installation logs on the endpoint and contact Technical Support for assistance. |
Installation canceled and then rollback failed. | Error code: 17003 The installation was canceled before it completed. The installer could not roll back the changes it made to the user's endpoint. | Check the installation logs on the endpoint and contact Technical Support for assistance. |
Another installation wizard is already running. | Error code: 1618 Another installation is already in progress. | Complete that installation before proceeding with the new installation. |
Endpoint Security Platform is not running! | The system tray icon also is gray with a red exclamation point. An unknown third-party injection into Trellix code might have been detected. | Check whether Trellix detected an unknown third-party, then run SysPrep if needed . You can read more about troubleshooting this issue in KB88029. |
The request was rejected because its size (<size>) exceeds the configured maximum (<size>). | You tried to check in a client package to the ePO - On-prem Main Repository that exceeds the maximum size allowed. This issue occurs because of a limitation on product package sizes. | Use Package Designer to remove unneeded installers from the installation package. Or you can also increase the size limit for uploaded files in ePO - On-prem. You can read more about troubleshooting this issue in KB90036. |