ePolicy Orchestrator Updater.exe becomes unresponsive on 'Stopping Services'

Technical Articles ID: KB95217
Last Modified: 2022-01-25 16:44:23 Etc/GMT

Environment

ePolicy Orchestrator (ePO) 5.10 Update 1 or later

Problem

You observe the following when you run the ePOUpdater.exe tool from an ePO 5.10.0 Update, enter the database credentials, and agree to the terms and conditions to start applying the update:

The installer tries to stop the services.
The update installer doesn’t continue, and doesn't progress with the installation.

The ePOUpdater.<date_time>.log records the errors below:

info: Query execution was successful
info: EPORegisteredApacheServer table is empty
error: uncaughtException: spawn sc ENOENT date=Wed Jan 12 2022 16:16:55 GMT+0100 (Romance Standard Time), pid=6596, uid=null, gid=null, cwd=C:\Users\Desktop\ePO_5.10.0_Update_11, execPath=C:\Users\Desktop\ePO_5.10.0_Update_11\ePOUpdater.exe, version=v10.2.0, argv=[C:\Users\Desktop\ePO_5.10.0_Update_11\ePOUpdater.exe, --type=renderer, --no-sandbox, --enable-features=FixAltGraph, --service-pipe-token=A45BA5486425716844292BD1A860FB1D, --lang=en-US, --app-path=C:\Users\Desktop\ePO_5.10.0_Update_11\resources\app, --node-integration=true, --webview-tag=true, --no-sandbox

Cause

The updater tool runs the commands below to check the service status before stopping the ePO services:

sc queryex MCAFEETOMCATSRV5100
sc queryex MCAFEEEVENTPARSERSRV
sc queryex MCAFEEAPACHESRV

The command uses the path environmental variable below to obtain the service status, which is missing:

%systemroot%\System32
%systemroot%\

Solution

Confirm that the needed path environmental variables are listed correctly, and haven’t been removed. If they’ve been removed, add them back:

%systemroot%\System32
%systemroot%

Check that the Path variable exists:

Open the Windows Control Panel.
Locate System.
Click Advanced System Settings.
Click the Advanced tab.
Click the Environment Variables option.
Locate the Path variable, and click Edit.
Add the missing variables.

The output looks similar to the screenshot below. If it doesn’t, create the missing variables.
Run the ePO 5.10 Update ePOUpdater.exe again.

Affected Products

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ePolicy Orchestrator Updater.exe becomes unresponsive on 'Stopping Services'

Environment

Problem

Cause

Solution

Affected Products

Languages:

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Title

Knowledge Center

ePolicy Orchestrator Updater.exe becomes unresponsive on 'Stopping Services'

Environment

Problem

Cause

Solution

Affected Products

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