topic GlobalProtect Install issues in General Topics

GlobalProtect Install issues

adamtucker — Wed, 22 Aug 2018 19:50:38 GMT

having a bit of a weird issue. I believe it may be related to some of my security setting in GPO, but I can't tell what.

When users download one of the 4.1 releases of the GlobalProtect clients, the install will go through the first screen or two, ask for elevated privlidges, then say it can't install (A program run as part of the setup did not finish as expected). When I run the .msi file manually, I see the below errors

Error 1722. There is a problem with this Windows Installer package. A program run as part of the setup did not finish as expected. Contact your support personnel or package vendor. Action _25D2001F_3ECC_48AA_8BCF_71B1437DE139, location: C:\Program Files\Palo Alto Networks\GlobalProtect\PanGPS.exe, command: -preinstall
MSI (s) (3C:EC) [13:08:30:148]: Note: 1: 2262 2: Error 3: -2147287038
MSI (s) (3C:EC) [13:08:30:148]: Product: GlobalProtect -- Error 1722. There is a problem with this Windows Installer package. A program run as part of the setup did not finish as expected. Contact your support personnel or package vendor. Action _25D2001F_3ECC_48AA_8BCF_71B1437DE139, location: C:\Program Files\Palo Alto Networks\GlobalProtect\PanGPS.exe, command: -preinstall

Action ended 13:08:30: InstallExecute. Return value 3.

The weird thing, is that it isn't happening on all of my machines. Also it doesn't appear to happen with the 4.08 client. Also, we were able to upgrade the 4.0.8 client to 4.1.4 when we couldn't install 4.1.4 by itself.

Anyone have any ideas?

Re: GlobalProtect Install issues

adamtucker — Thu, 23 Aug 2018 15:55:58 GMT

I believe I have found the issue and a workaround, but it's something that PaloAlto needs to have their developers address. It looks like the installer does not check to see if Visual C++ 2013 redistributable dll's are installed. So on a clean machine install, the 4.1 branch will error out during install. but if I install the C++ packages, the install works fine. I'm guessing that in the 4.0 branch the dll was included in the install, but it might have been dropped for the 4.1. They either need to reinclude the dll's or prompt the user to download and install the redistributable package.

Anyone know how to raise an issue with a developer? The support phoneline isn't much help.

Re: GlobalProtect Install issues

BPry — Fri, 24 Aug 2018 14:10:41 GMT

@adamtucker,

Officially:

You raise it with your SE so that they can pass it along.

Questionable:

You tag @reaper, @kiwi, and @jdelio and hope they can pass it along.

Unfortunately the only person that I know that works directly with GlobalProtect is Elie, and that's a few levels above where this needs to go. If you don't get a response from your SE or if the Community team members can't help let me know and I'll make sure it at least gets to someone on the GlobalProtect product team.

Re: GlobalProtect Install issues

adamtucker — Fri, 24 Aug 2018 14:13:21 GMT

My integration engineer said he has a few contacts and should be raising it with them using my (still open) case. If that doesn't gt anywhere, I'll get with my SE. At least it should be easially reproducable and easy to fix.

Re: GlobalProtect Install issues

reaper — Fri, 24 Aug 2018 18:59:47 GMT

Hi @BPry

Unfortunately this is not something we can simply pass along, it requires a support case to be open so it can be filed as something that needs to be reviewed by engineering and determined if it's a bug etc

Gone are the days of simply walking up to a friendly engineer and having them fix the code at gunpoint 😉

Re: GlobalProtect Install issues

adamtucker — Fri, 24 Aug 2018 19:21:10 GMT

Well hopefully the case I have open will find its way across someone's desk.

Re: GlobalProtect Install issues

BPry — Sun, 26 Aug 2018 02:13:01 GMT

@reaper,

It's always a pain when companies get bigger and actually start developing and following protocols. It's always better when you could get friendly with an engineer and simply let them know it's an issue and get it fixed quickly.

Re: GlobalProtect Install issues

ethiSEC — Sun, 02 Sep 2018 00:52:49 GMT

Installing the Visual C++ redistributable package allowed me to install GP on a Windows 10 PC.

Hopefully PAN fix this issue.

Jason

Re: GlobalProtect Install issues

Randy_Raitz — Sun, 02 Sep 2018 01:19:57 GMT

This also solved my problems.

Re: GlobalProtect Install issues

bernardo.hernandez — Tue, 16 Oct 2018 17:43:16 GMT

It worked! Thanks a lot