Troubleshoot the SCP Installation
When there are issues with SCP installation, we find that 99% of all install issues are caused by third-party security.
Bypass Directories and Executables
For information on lists of directories and executables to bypass, see Solutions.
- Make sure to bypass SCP from being filtered or inspected by third-party security solution software
- If you feel any other directories/executables should be bypassed, then create a Support Request and identify third-party software or blocked paths.
To identify errors, you can use the logs SCPInstall.log and scp_vscore_inst <scp_ver>.txt located at C:\Windows\Temp\SkyhighLogs\.
NOTE: An error is signified by a non-zero return value.
If the installation was successful, scp_vscore_inst returns 0. Otherwise if the install was not successful, it returns a random high number, such as 12341234*.
To reproduce any issues with the installation, use a Windows client without any other third-party security software installed.
- If you can reproduce the issue, raise an ticket with all relevant information.
- If you cannot reproduce the issue, install third-party security software and test again. If the issue occurs again, check the logs and bypass list from your third-party software.
- If you still cannot find the root cause of the problem, raise an SR with all relevant information.
Solution 1: Windows
To resolve this issue, create the following exceptions in your Endpoint Protection application to exclude SCP from being filtered or inspected:
Directories including subdirectories (depending on the third-party software you use, you might need to add * to the end of the path):
- %PROGRAM FILES%\Common Files\...\SystemCore\
(usually C:\Program Files\Common Files\...\SystemCore\)
- C:\Program Files\Skyhigh\
- C:\Program Files\Common Files\...\SystemCore\mfemms.exe"
- C:\Program Files\Common Files\...\SystemCore\mfefire.exe"
- C:\Program Files\Common Files\...\SystemCore\mfehcs.exe
- C:\Program Files\Common Files\...\SystemCore\vtpinfo.exe
- C:\Program Files\...\Agent\masvc.exe" /ServiceStart
- C:\Program Files\...\Agent\macmnsvc.exe" /ServiceStart
- C:\Program Files\...\Agent\x86\macompatsvc.exe"
- C:\Program Files\Skyhigh\SCP\x64\mfehidin.exe
- C:\Program Files\Skyhigh\SCP\McpService.exe
- C:\Program Files\Skyhigh\SCP\SCPUninstallProtection.exe
If the install fails after adding all the above exceptions:
- Check if the scp_vscore framework has created the mfehidin.exe process in the \temp folder.
For example: C:\Users\USERNAME\AppData\Local\Temp\mfempt17400029\mfehidin.exe
- Create another exception for this process.
Or, exclude the following paths:
Solution 2: macOS
NOTE: All files and binaries of the below directory must be excluded in your other security products.
SCP-MAC logs are present at - /usr/local/McAfee/Scp/logs folder.
When installed on third-party Endpoint Protection applications
When you install Client Proxy with a third-party Endpoint Protection application, you might need to create exceptions in third-party applications (a third-party Endpoint Protection application might be from Symantec or Sophos). The exceptions are to exclude SCP from being filtered or inspected.
Issues you may encounter
When you install SCP on a client with a third-party Endpoint Protection product already installed, you may experience one or more of the following issues:
- SCP fails to install.
- The SCP service fails to start.
- You can't configure SCP to perform a redirect (you can't apply a policy to SCP).
- The client no longer has internet access.
- Kernel Panics on macOS.
- SCP Services stop responding (hanging) and a major decrease in connectivity is seen (macOS).