Issue: Kaspersky Endpoint Security service fails to start after LANDESK Antivirus Install

Version 12

    Verified Product Versions

    LANDESK Management Suite 9.6

    Issue

     

    After installing LANDESK Anti-Virus, the Kaspersky Endpoint Security Service fails to start.


    When trying to start the service, an error is received:

     

    Windows could not start the Kaspersky Endpoint Security Service service on Local Computer.

    Error 1053: The service did not respond to the respond to the start or control request in a timely fashion.     

     

    1-servicefailstostart.jpg

     

    Cause

     

    This is commonly caused by missing or disabled Root Certificates.

     

    Resolution

        Verify the Necessary Root Certificates are installed on the computer

    • Open a Run command, type mmc and press Ok.

     

    2-runmmc.png

     

    • In the Console window, click File | Add/Remove Snap-in...

    3-addsnapin.png

     

     

    • In the Add or Remove Snap-ins window select Certificates, then click Add>

    4-add_certs.png

     

    • In the Certificates snap-in window select Computer account, then click Next

    5-computer.png

     

    • In the Select Computer window select Local Computer: (the computer this console is running on), then click Finish

    6-finish.png

     

    • You will be returned to the Add or Remove Snap-ins window, and under Selected snap-ins, Certificates (Local Computer) will be shown.
    • Click Ok.

    7-certificates_added.png

     

    • In the Console window, expand Certificates | Trusted Root Certification Authorities, and select Certificates.
    • Verify the necessary Root Certificates are listed:
      • GTE CyberTrust Global Root
      • UTN-USERFirst-Object

    8-rootcerts.png

     

     

     

        The Certificates are installed, but the issue still occurs

     

    If the Root Certificates are installed, but the issue is still occurring, this can be caused by the certificates being outdated/expired, or being disabled by security policies.

     

    • Open a Run command, type secpol.msc and press Ok.

    1-run.png

     

    • In the Local Security Policy window, select Software Restrictions Policies.

    3-local_security.jpg

     

    • In the Trusted Publishers Properties window, select Define these policy settings.
    • In the Trusted publisher management section, select Allow all administrators and users to manage user's own Trusted Publishers, and click Ok.

    4-trustedpublisher.png

     

     

        Group Policy Disabled Root Certificates

     

    In some instances, Root Certificates may have been disabled via Group Policy. Disabling these Root Certificates will cause the necessary services for LANDESK AntiVirus to fail on start. The certificates will need to be allowed for use by the services.

     

        Certificates are Installed and Enabled, but the issue persists

     

    In the event the information above does not correct the issue, please open a ticket with LANDESK Support.

    In the ticket reference this Article.

     

    Please include screen-shots of the Root Certificates showing as installed on the Affected Machine.

    Please follow this document and include in your ticket:

    • Standard Log Files
    • TraceLog Files
    • GetSystemInfo