Resolve issues that occur when attempting to deploy and install Trellix Endpoint Security (ENS) 26.x on an endpoint.
Installation failures
Resolve these issues that can occur during installation, then attempt the installation again.
If installation fails because... | Do this... |
|---|---|
Case-sensitivity is enabled for folders that the installer needs to access. | Disable the case-sensitivity attribute for folders in your source and target installation paths and \Windows\System32\drivers. Required on endpoints running Microsoft Windows 10 October 2018 Update or later. |
Client system users don't have permission to access the user temp folder | Choose one of the following: |
Third-party injectors were detected. | Choose one of the following: |
Installation package size exceeds the maximum size limit in ePO - On-prem. | Choose one of the following:
|
Software Catalog (Software Manager on ePO - On-prem 5.9.x) is busy checking in required software packages. | Wait until the packages are checked in, then begin installation again. Or, if another task is updating the Software Catalog (Software Manager on ePO - On-prem 5.9.x) , you can stop the task. |
Root certificates are missing. | |
Files were left behind by a previous installation of Endpoint Upgrade Assistant. | Remove these files before attempting to install Endpoint Upgrade Assistant again. |
The products you removed were reinstalled before Endpoint Upgrade Assistant could install the new versions. | Disable features that detect uninstalled products and reinstall them automatically. |
Products don't work as expected
Best practice: For optimal performance and protection, install the same version of the Trellix ENS modules or upgrade all modules to the latest version. All Trellix ENS modules installed or upgraded on a system should originate from the same source package, avoiding a mix and match of installed module versions.
Use these recommendations to resolve unexpected behavior in other products after installing Trellix ENS.
If... | Then... |
|---|---|
Third-party applications aren't working correctly after installing Host Intrusion Prevention, and you didn't preconfigure custom Firewall rules. | Enable Adaptive mode to determine whether Host Intrusion Prevention is blocking those applications. |
Common Event Enabler (CEE)/Common AntiVirus Agent (CAVA) was running with Trellix ENS before the upgrade, and the upgrade occurred without CAVA. | Reinstall Trellix ENS, using the /CAVA command-line option (KB88973). If you don't use the command-line option when upgrading from a previous version of Trellix ENS with CAVA, the upgrade occurs without CAVA. |
The endpoint stops responding (hangs) when memory protection features in Application Control, Trellix Change Control 8.x or 7.x, and Trellix ENS or Host Intrusion Prevention are running at the same time. | |
You want to check that Machine Learning Protect (ML Protect) is installed correctly and that endpoints can communicate with the Trellix cloud for detections. |