Problems installing prerequisite Microsoft Visual C++ Redistributable packages during ePolicy Orchestrator upgrade or installation

Technical Articles ID: KB88745
Last Modified: 2023-07-25 08:52:25 Etc/GMT

Environment

ePolicy Orchestrator (ePO) 5.10.x
ePO Pre-Installation Auditor (PIA) tool 3.0, 2.x

NOTE: The PIA tool is also known as the Installation and Upgrade Precheck tool.

Summary

ePO bundles several components needed for installation, including Microsoft Visual C++ Redistributable packages.

Although rare, problems can occur during the installation of Microsoft components. The solutions discussed in this article resolve most issues and allow the installation to continue. If you have further problems during the installation of the Microsoft Visual C++ Redistributable packages, contact Microsoft Technical Support.

Problem

The ePO installation wizard stops responding or becomes unresponsive during the installation of the Microsoft Visual C++ Redistributable packages. The installation never completes.

No error message displays.

The ePO Install wizard displays the following error message:

The installation of Microsoft Visual C++ 2015 Redistributable Package failed.

The Agent Handler installer displays the following error message:

This computer is missing the Microsoft Universal C Runtime. Setup cannot proceed.

Cause

The Windows Server is missing critical Windows operating system updates.

Solution 1

This issue is resolved with the PIA 3.1.0 and later. The ePO PIA now checks whether the Microsoft updates are present in the ePO server to install Microsoft Visual C++ successfully.

Solution 2

Usually, you can install these updates through the Windows Update utility on the server. Run Windows Update and install all recommended updates and reboot the server as needed.

NOTES:

As described in the ePO 5.10.x Installation Guide, if you're using Windows Server 2012 or later, you must also install Microsoft update 2919355.
Checking for specific installed updates can be hard. The variances in the Windows update KB ID numbers between operating system builds make this challenging.
Microsoft releases updated versions with relative frequency that supersede the KB IDs that might be available for installation.

Solution 3

If your logs record the errors defined in the "Problem" field, but the issue remains unresolved, contact Technical Support for assistance.

IMPORTANT: The following files are required for Technical Support:

Minimum Escalation Requirements (MER) files for your specific product. For information about downloading the MERs for each product, see KB59385 - How to use MER tools with supported products.
Other files and logs, as requested by Technical Support.

To contact Technical Support, go to the Create a Service Request page and log on to the ServicePortal.

If you are a registered user, type your User ID and Password, and then click Log In.
If you are not a registered user, click Register and complete the fields to have your password and instructions emailed to you.

Affected Products

Languages:

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Knowledge Center

Problems installing prerequisite Microsoft Visual C++ Redistributable packages during ePolicy Orchestrator upgrade or installation

Environment

Summary

Problem

Cause

Solution 1

Solution 2

Solution 3

Affected Products

Languages:

Title

Title

Knowledge Center

Problems installing prerequisite Microsoft Visual C++ Redistributable packages during ePolicy Orchestrator upgrade or installation

Environment

Summary

Problem

Cause

Solution 1

Solution 2

Solution 3

Affected Products

Languages:

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Title

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