When attempting to run the upgrade for Defender 5.8.x, the wizard gets part way through the install and then rolls back the upgrade, stating that it encountered an error and needs to abort.
This may leave the Management Portal in a non-functioning state.
If possible, ensure the Defender 5.8.x files are being installed onto the same drive/location as the original Defender 5.7 files (i.e. if it was originally installed on the C: drive, then the new version should also be installed on the C: drive).
If upgrading the Management Portal from 5.7 to 5.8.x and the Management Portal was originally installed on any drive other than the C: drive, this upgrade may fail and also leaves the Management Portal in an unusable state.
There are 3 immediate workarounds:
1. Change the TEMP environmental variable to point at the drive where the Management Portal is installed before running an upgrade. After the upgrade completes, the variable can be changed back to its original path.
2. Perform the following manual steps
a. Before starting the upgrade, back up the following files and folders:
Files to back up:
Folders to back up:
b. Run the following installer files with Administrator permission (depending on OS version):
c. Move the files and folders that were backed up to their original locations.
Before proceeding, please document your current Defender configuration settings.
1. Attempt to uninstall all Defender components from Programs and Features in the Control Panel.
2. Delete all Program Files associated with Defender from the installation directory.
3. Open IIS Manager, expand the tree on the left. If a Defender website is present, delete it.
4. Open REGEDIT and navigate to the key HKEY_CLASSES_ROOT\Installer\Products. You will see a list of keys, such as 12DCB72261F4DF643B37C24780E00C9F. Select each of these and find the one that is associated with the Defender Management Portal and delete this key.
5. Once all remnants of the previous installation have been removed, reboot the server and attempt the installation again.
6. After the Defender components have been installed you will need to reconfigure the settings for each component.
These workarounds can be performed before running an initial upgrade, or after the initial upgrade fails and the installation is in a broken state.
Generate a log to troubleshoot a failed install by following the instructions in How to create an MSI install log for Defender 5.8.1.
One Identity does not provide support for problems that arise from improper modification of the registry. The Windows registry contains information critical to your computer and applications. Make sure you back up the registry before modifying it. For more information on the Windows Registry Editor and how to back up and restore it, refer to Microsoft Article ID 256986 “Description of the Microsoft Windows registry” at Microsoft Support.