Session Recording Agent Install Fails with “Error 1920, Service 'Citrix Session Recording Agent' (CitrixSmAudAgent) failed to start. Verify that you have sufficient privileges to start services.”

When attempting to install the session recording agent, the installation fails with the following message:

Installer Information

Error 1920. Service ‘Citrix Session Recording Agent’ (CitrixSmAudAgent) failed to start. Verify that you have sufficient privileges to start services.

System Event Log shows that Session Recording Agent service failed to start because SessionRecordingDriver service is not installed.


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14.2 RU1 won’t install on 2008 SP2 x64

I need a solution

I’m trying to upgrade a client on a Windows Server 2008 SP2 x64 machine, but it will not install.

I see the following in the SEP_INST log

CommunicateLaunchConditions: NOT PackageIntegrityError=1
CommunicateLaunchConditions: VersionNT >= 601=0
CommunicateLaunchConditions: Symantec Endpoint Protection only be installed on Windows 7 / Server 2008 R2 and later.
CommunicateLaunchConditions:  calling communicate state with the following arguments: 
CommunicateLaunchConditions: Prodversion = 14.2.3332.1000
CommunicateLaunchConditions: PathToSylink = C:Program Files (x86)SymantecSymantec Endpoint Protection14.2.1015.0100.105SmcLUSetup
CommunicateLaunchConditions: Oldversion = 14.2.1015.0100
CommunicateLaunchConditions: ReasonStr = Symantec Endpoint Protection only be installed on Windows 7 / Server 2008 R2 and later.
CommunicateLaunchConditions: StatusCode = 302469127
CommunicateLaunchConditions: Initializing opstate communicator
CommunicateLaunchConditions:   File path = C:Program Files (x86)SymantecSymantec Endpoint Protection14.2.1015.0100.105SmcLUSetupSyLink.xml
CommunicateLaunchConditions:   Reg  path = 
CommunicateLaunchConditions: Invalid registry path for client identity
CommunicateLaunchConditions: Added OpState callback
CommunicateLaunchConditions: Added OpState provider.
CommunicateLaunchConditions: Initialized UserInfo Provider. Initialization done.
CommunicateLaunchConditions: Successfully created CVE object
CommunicateLaunchConditions: Failed to send the opstate: 0x80004005
MSI (s) (F0:88) [07:20:28:674]: Doing action: preLaunchCond
Action ended 7:20:28: CommunicateLaunchConditions. Return value 1.
MSI (s) (F0:7C) [07:20:28:690]: Invoking remote custom action. DLL: C:WindowsInstallerMSI47E5.tmp, Entrypoint: preLaunchCond
Action start 7:20:28: preLaunchCond.
MSI (s) (F0!D4) [07:20:29:767]: Note: 1: 2731 2: 0 
IDCCA:  preLaunchCond – Launch condition `7Symantec Endpoint Protection only be installed on Windows 7 / Server 2008 R2 and later.` with condition `VersionNT >= 601` failed

But in the release notes I see the following:

Windows Server 2008 (32-bit,64-bit;RTM, R2, SP1, and SP2)

Anybody seen this happen before and maybe has a solution? 



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Install via Intune

I do not need a solution (just sharing information)


We are using Symantec Endpoint Protection Cloud and need to deploy the SEP to our Windows 10 devices via MS Intune. We don’t use group policy or active directory we are using Intune, Azure AD and Autopilot to manage our devices. Intune uses a single.MSI package to deploy a line of business apps however Symantec’s.MSI file is accompanied by a .MST file. We have tried repacking the .exe file to a .msi, and the install fails. How are you deploying the solution to Windows 10 devices in this scenario?



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Can I uninstall a software(.exe) on a client?

I need a solution

Hi, all.

With Software Management solution, I am able to deliver software to my users. I also understand that we can uninstall software on user’s PC if we discovered they are using software that they are not supposed to?

Question is, how? If it is an msi installation, we can do msiexec /u <msi package> quick delivery task from Notification Server but how about exe installations, what can we do to uninstall exe installation software?

Any help would be appreciated.



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SMSME is blocking legit pptx documents under Executable File Rule

I need a solution

Hi, PPTX presentations are put to quarantine under Executable File Rule. There is no pptx extension selected in the policy but just exe, msi, bat, lib, iso.

Symantec Mail Security replaced presentation.pptx with this text message.  The original file contained a filtering violation and was quarantined.


Have anyone the same bug? Has it been addressed?




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Anti tampering featurer is not being installed properly for unified agent

I need a solution


When I install the MSI using the command:

bcuaXX-setup.msi /qn CM_URL=https://proxysgip:8084 SUP=123456 FORCEREBOOT=no, the installation succeedes but the anti-tampering feature does not work. So when the user tries to uninstall the unified agent, she/he does not get asked for the anti-tampering password.






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Citrix MSI Log Analyzer


The Citrix MSI Log Analyzer is designed to assist with the following scenarios:

  • When failure occurred during install or upgrade or uninstall of XenApp/XenDesktop
  • The Citrix MSI Log Analyzer analyzes the failure and provides helpful info for troubleshooting the issue
  • The Citrix MSI Log Analyzer will also try to point to a knowledge base article helpful to troubleshoot and resolve the issue

What’s New in v1.2.0.9

  • Added support for Storefront logs
  • Added support for uploading experience metrics through TLS 1.2/TLS 1.1.
  • Minor bug fixes and inputs from the feedback


The user needs to be a Local Administrator on the target machine in order to run the tool.

How to use Citrix MSI Log Analyzer

The Citrix MSI Log Analyzer is a standalone executable file and does not require installation. Just download the tool to a local folder and execute the application.

Citrix MSI Log Analyzer offers various command line to deal with different use cases.

  1. To analyze the failure in the msi log file:

    CitrixMSILogAnalyzer.exe -msilogfile <msi log file path>

    Look for MSI log file under %TEMP%CitrixXenDesktop InstallerMSI Log files” folder and specify the absolute path of the failing msi log file in the above command line.

  2. To analyze the failure from the XenApp/XenDesktop Metainstaller log file::

    CitrixMSILogAnalyzer.exe -metainstallerlogfolder <metainstaller log folder path>

    Example: CitrixMSILogAnalyzer.exe -metainstallerlogfolder “C:UsersxxxxAppDataLocalTempCitrixXenDesktop Installer” where xxxx is the admin user name specific to the user environment

  3. To analyze Citrix XenApp/XenDesktop failure log file under temp folder


    This option is useful to run the tool on the target machine where the MSI installation failure happened and one is not sure on where to look for msi failure log file.

  4. To view help:

    CitrixMSILogAnalyzer.exe -help

Note: In order to improve Citrix XenApp/XenDesktop and Citrix MSI Log Analyzer, the troubleshooting data not containing any identifiable information from the tool is uploaded to Citrix. This can be controlled using –upload [Yes | No]

Output from the tool

The output of the tool on the console provides:

1. Troubleshooting info of the actual error

2. CTX article to troubleshoot or resolve the issue

3. Log file saved under %TEMP% with prefix mLog_*.txt. The exact name and path is displayed in the output.

Delete Citrix MSI Log Analyzer

Delete the downloaded executable from the current directory. One may also cleanup mLog_*.txt files under %TEMP% directory

Contact Information:

Questions? Concerns? Send any feedback to:


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