Endpoint Protection Platform doesn't work after migrating from existing products on Windows Server 2016/2019

Technical Articles ID: KB92637
Last Modified: 2023-06-21 04:08:35 Etc/GMT

Environment

Endpoint Protection Platform 20xx, 19xx
Endpoint Security (ENS) 10.x
VirusScan Enterprise (VSE) 8.x

Microsoft Windows Server 2019, 2016

Problem

Endpoint Protection Platform might not work properly when migrating from the existing product ENS or VSE on Windows Server 2016 or 2019. This problem isn't always reproducible, but when the problem occurs, you might see the following symptoms:

The message Not installed displays in Windows Defender in the Server Manager.
The EICAR file isn't detected.

This problem occurs when you use the following migration procedure:

Uninstall the existing product (ENS or VSE) from the Control Panel.
Reboot the operating system.
Install Endpoint Protection Platform from ePolicy Orchestrator with a deployment task.
Verify that Endpoint Protection Platform has been installed.
Reboot the operating system.

Cause

ENS and VSE leave Windows Defender in an inconsistent state after they're uninstalled on Windows Server 2016 or 2019. Currently, Endpoint Protection Platform can't recover Windows Defender under these circumstances.

Solution

It's hard to provide a hotfix or update for this issue as a regular bug fix, because it might require the redesign and implementation of some new features for Endpoint Protection Platform. A Feature Modification Request has been submitted for a future release of Endpoint Protection Platform to implement some kind of checks to fix this issue.

To receive email notification when this article is updated, click Subscribe on the right side of the page. You must be logged on to subscribe.

Workaround

Perform the following steps. Make sure to complete each step before going to the next step. Also, make sure that Windows Defender is installed and running in between each step. This procedure requires a reboot of the endpoint after removing ENS or VSE. This procedure might require a second reboot before you install Endpoint Protection Platform to make sure that Windows Defender is up and running correctly after a reboot.

Uninstall ENS or VSE. Then, reboot the endpoint to make sure that ENS or VSE is completely removed.
Verify that Windows Defender is installed and running. If not, install and enable Windows Defender.
Reboot the endpoint and verify that Windows Defender is up and running after the reboot. If not, repair Windows Defender and repeat this step.
Install Endpoint Protection Platform only after Windows Defender is up and running.

Affected Products

Languages:

This article is available in the following languages:

Knowledge Center

Endpoint Protection Platform doesn't work after migrating from existing products on Windows Server 2016/2019

Environment

Problem

Cause

Solution

Workaround

Affected Products

Languages:

Title

Title

Knowledge Center

Endpoint Protection Platform doesn't work after migrating from existing products on Windows Server 2016/2019

Environment

Problem

Cause

Solution

Workaround

Affected Products

Languages:

Choose your region

Title

Title