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PSP 7.40 breaks Symantec Antivirus 9

James Kennedy_4
Trusted Contributor

PSP 7.40 breaks Symantec Antivirus 9

This affects both Windows 2000 and 2003 servers.

After installing PSP 7.40 on a few servers, it seems to have broken some of the components of SAV 9.x (we're running 9.04 b1000)

Two services will no longer start:
Symantec Event Manager
Symantec Settings Manager

Also, the following error dialog box will appear after logging on the server console or remotely, every time:

ccapp.exe - "This application has failed to start because MSVCP70.dll can not be found"

and

ccapp.exe - "This application has failed to start because MSVCR70.dll can not be found"

It seems that these dll has been removed from the C:\WINDOWS\SYSTEM32 folder by one of the installing components. I'm not sure which one it is yet.

Copying these two dll files back to the sytem32 from a working machine fixes the problem.
7 REPLIES
tbone72
Frequent Advisor

Re: PSP 7.40 breaks Symantec Antivirus 9

James,

Was PSP 7.40 the first PSP you installed on these systems or did you have older PSP(s) on these systems before your installation? If so, which versions of the PSP were installed?

Thanks,
Tom
James Kennedy_4
Trusted Contributor

Re: PSP 7.40 breaks Symantec Antivirus 9

All servers previously were running PSP 7.30.

None of these are new servers so they've gone up the chain with each new PSP release. 7.0, to 7.1, to 7.2, etc...

I installed PSP 7.40 on 5 servers so far, and the result was exactly the same. 4 Windows 2003 and one Windows 2000 server. 4 different model ProLiant servers as well.

DL360
DL360 G3 x 2
DL380 G2
ML350 G2

The two DLLs are part of the standard Microsoft C runtime library. There may be other applications aside from SAV that get affected by the removal of these files.
Ben Lye
Occasional Advisor

Re: PSP 7.40 breaks Symantec Antivirus 9

FWIW, The same thing happens to Symantec pcAnywhere after upgrading to PSP 7.40.
Stan Ryzinski_1
Occasional Visitor

Re: PSP 7.40 breaks Symantec Antivirus 9

We experienced the same problem after upgrading. HP must also use these C runtime libraries (not surprising) because it has copies in the

c:\compaq\hpdiags

or

c:\HP\hpdiags

directories. I suspect, this must be an older runtime library. The HP install is trying to make sure it has a copy of this older library in its own private location, and at the same time trying to do a little clean up. Reminds me of the "DLL battles" programmers fought in the early days of windows

tbone72
Frequent Advisor

Re: PSP 7.40 breaks Symantec Antivirus 9

It has been confirmed that the component in the PSP that is causing this problem is HP Insight Diagnostics Online Edition for Windows. The problem is with the uninstall of the version of Diags in the 7.30 PSP. The uninstaller is removing these DLLs(this happens at the next reboot). When a user installs the 7.40 version of Diags, its installer calls the uninstaller of the 7.30 version. This problem can also be reproduced by uninstalling the 7.30 PSP version of Diags. Copying this DLLs back to the system32 directory will fix the problem.
James Kennedy_4
Trusted Contributor

Re: PSP 7.40 breaks Symantec Antivirus 9

Thanks for the update. Do you know if HP is planning to re-release PSP 7.40 with this issue resolved?
D. Escoin
Occasional Visitor

Re: PSP 7.40 breaks Symantec Antivirus 9

Hi,

HP has finally referenced the issue here:

Document ID: c00578151 - Advisory: Some Software Applications May Fail to Start on ProLiant Servers After Upgrading Insight Diagnostics Online Edition for Windows from Version 7.0.1 to Version 7.4.0
http://h20000.www2.hp.com/bizsupport/TechSupport/Document.jsp?lang=en&cc=us&objectID=c00578151

Regards

Didier