Troubleshooting
Problem
If you are installing or updating a product at the same time as an anti-virus real-time scan is running, then the installation or update might fail.
Symptom
Installation Manager displays an message that the installation or update action failed.
Also, the log file typically contains error messages stating that files cannot be created, modified or deleted.
In some cases, no errors are reported but the installed files might be corrupted, which could cause errors when you run the product.
If you run the installation or update operation again, you might get similar errors in the log file, but with errors are related to different set of files.
Cause
Real-time anti-virus scans might unexpectedly interfere with some of the file operations, preventing some files from being created, modified or deleted.
Diagnosing The Problem
Stop or disable anti-virus software and run the same installation or update operation again. If the problem is gone, it is likely that the anti-virus software is causing the problem.
Resolving The Problem
Ensure that your anti-virus software is in the latest version and the virus definitions are up to date. Also, close all other applications that are running since they might interfere with the installation or update operation.
If the anti-virus software is still causing install or update problems, you must disable the anti-virus real-time scan during the install and update operation:
1.Stop all other applications.
2. Disable real-time scan of the anti-virus software. (Follow instructions from the anti-virus software provider.)
3. Run the installation or update operation.
4. Re-start the real-time scan feature of the anti-virus software.
5. Run a virus scan to ensure that no infection has happened while the software was stopped.
Warning! While anti-virus software is disabled, do not visit untrusted websites or run untrusted applications.
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Document Information
Modified date:
16 June 2018
UID
swg21426057