PROBLEM DESCRIPTION

When attempting to upgrade the current Endpoint version or uninstall an Endpoint from a computer, the wizard cannot finish due to one of the Endpoint services being unable to stop successfully.

This occurs on Windows 7, Windows Vista, or Windows Server 2008.

One or more of the following symptoms may be occurring:

  • The wizard may display a prompt to bypass the service by allowing the installer to complete when the computer restarts. However, the process still fails and the service cannot start or stop.
  • You can test for this corruption by attempting to start and stop the endpoint services by opening a command prompt, navigating to the C:\Program Files\Websense\Websense Endpoint\ directory and typing the following commands:
    • WDEUtil.exe -stop all
    • WDEUtil.exe -start all
  • If the issue is present you will receive timeout errors when executing one or both of these commands.
  • In the Services menu on the server, both the Start and Stop options may be grayed out.

The Endpoint package is not listed in the Programs and Features list but the service still exists in the services list.

RESOLUTION

To resolve this issue, the service will need to be deleted from the registry and then reinstalled.

Important The editing of registry keys on the server can cause system issues if done incorrectly.

The administrator will need to log in as the System user due to the permissions for the keys.

To delete the registry keys:

  1. Download PsTools from Microsoft.
  2. Unzip the compressed PsTools file.
  3. Click Start, type cmd in the search bar, right-click cmd.exe and click Run as Administrator.
  4. Navigate to the PsTool folder in the command prompt and type the command PsExec.exe -i -s -d CMD and press Enter.

This should open a command prompt that is logged in as the system user.

  1. To verify, type the command whoami to display the username.

If the displayed user is NT Authority\System then the command has worked.

  1. In the command prompt window, type the command regedit and press Enter to open up the registry editor as the System user.
  2. Delete or export the following keys and all their sub-keys:

· HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\WSDLP

· HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\WSPXY

· HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\WSRF

· HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\services\WSDLP

· HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\services\WSPXY

· HKEY_LOCAL_MACHINE\SYSTEM\ControlSet001\services\WSRF

· HKEY_LOCAL_MACHINE\SYSTEM\ControlSet002\services\WSDLP

· HKEY_LOCAL_MACHINE\SYSTEM\ControlSet002\services\WSPXY

· HKEY_LOCAL_MACHINE\SYSTEM\ControlSet002\services\WSRF

· HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\WSTS

  1. Restart the server for the changes to take effect.
  2. Open a command prompt window and navigate to the folder location where the Endpoint installer executable is.
  3. Install the Endpoint over the top of the current endpoint by typing the command TRITONAP-ENDPOINT-x64.exe /L*V"WSUDPF=DLP+" and pressing Enter.
  4. Delete PsTools from user machine.
  5. Now uninstall the Endpoint through the Programs and Features menu.

If the endpoint refuses removal, raise a case with Technical Support. There is a chance that the affected computer may need to be reimaged if all else fails.