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KB40952 - Pulse Secure Desktop client fails installation intermittently on Windows 10 Build 14393 (Version 1607)

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Last Modified Date9/22/2017 4:57 PM
This article describes an issue where Pulse Secure Desktop client fails installation intermittently on Windows 10 Build 14393 (Version 1607).
Problem or Goal
When the installation fails, the following message will appear in the MSI installation logs:
DIFXAPP: INFO:   installing network driver 'C:\WINDOWS\system32\DRVSTORE\
DIFXAPP: ERROR:  Error 0x800706BE encountered while installing the inf 
Unable to install network component 'jnprns'
DIFXAPP: ERROR:  Failed to install the network driver INF C:\WINDOWS\system32\DRVSTORE\
jnprns_260C6334D987C71B41EC39304CE4AE75D6794E54\jnprns.inf. Error code 0x643
DIFXAPP: ERROR:  The driver installation failed. Attempting to undo system changes ... 
(Error code 0x643: Fatal error during installation.)
DIFXAPP: INFO:   Successfully removed '{9AC1F0E9-DE2F-4B2D-910C-65CAEE9153D9}' 
from reference list of driver store entry ''
DIFXAPP: INFO:   Driver Store entry '' removed.
DIFXAPP: INFO:   RETURN: DriverPackageInstallW  (0x643)
Additionally, the Windows application event logs (from the Windows Event Viewer) will state an svchost.exe application error for the same timestamp with the exception code of 0xc0000005:
Faulting application name: svchost.exe_NetSetupSvc, version: 10.0.14393.0, time stamp: 0x57899b1c
Faulting module name: NetSetupEngine.dll, version: 10.0.14393.1532, time stamp: 0x5965ad2b
Exception code: 0xc0000005
Fault offset: 0x000000000000b6a5
Faulting process id: 0x140
Faulting application start time: 0x01d3255ece911c24
Faulting application path: C:\WINDOWS\System32\svchost.exe
Faulting module path: c:\windows\system32\NetSetupEngine.dll
Report Id: 9d0c6b75-af7f-4751-97e3-48ff2c196467
Faulting package full name: 
Faulting package-relative application ID:
This issue occurs due to svchost.exe crashing during the installation of the Pulse Secure network drivers causing the installation to fail and rollback.

This issue is applicable to only Windows 10 Version 1607 and may occur intermittently.
Microsoft has confirmed the svchost.exe crashing has been resolved in KB4038782 released on September 12, 2017.
  • Addressed issue where some Windows clients receive a 0xc0000005 ACCESS_VIOLATION error when trying to install drivers.
If the symptoms (in the Problem or Goal field) are a match, please deploy the KB4038782 patch to avoid future issues.
Related Links
Attachment 1 
Created ByK. Kitajima



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