Symantec SBE Error: "One of the required support libraries for this installation is unavailable" and install fails

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You see the error "One of the required support libraries for this installation is unavailable" when installing Symantec Endpoint Protection Small Business Edition cloud (SEP SBE) agents, and the install fails.

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Check for and resolve malfunctioning certificates

1. Create a redistributable package for the agent, and save it to the local desktop.
2. Right-click on the SymRedistributable.exe file (created in step 1), and extract all files to the local computer.
3. Open the extracted files, and locate the support library that is noted in the errors, such as:
   • PA Support Library
   • HE Support Library
4. Rename the appropriate support library .ZIP file to use a .DLL extension:
   • For PASupportLibrary.zip, rename it to PASupportLibrary.dll
   • For HESupportLibrary.zip, rename it to HESupportLibrary.dll
5. Right-click the .DLL file you just renamed, and click Properties.
6. Click the Digital Signatures tab.
7. Under Signature list, select Symantec Corporation, and click Details.
8. Click View Certificate.
9. Click the Certification Path tab.
10. Under Certificate status, ensure that it states "This certificate is OK."

If the certificate has an issue or displays an error

1. Click the General tab.
2. Click Install Certificate.
3. Click Next.
4. Select Place all certificates in the following store, and then click Browse.
5. Select Trusted Root Certificate Authorities, and click OK.
6. Choose Next, and then click Finish.

Replace support library files

1. After verifying that the certificate is OK, copy the newly renamed support library file from the previous set of steps.
2. Navigate to the folder for the support library that is noted in the errors:
   • For PASupportLibrary.dll errors, navigate to C:\ProgramData\Symantec.cloud\ISL\1000\
   • For HESupportLibrary.dll errors, navigate to C:\ProgramData\Symantec.Cloud\ISL\6000\
3. Delete the PASupportLibrary.dll or HESupportLibrary.dll file that currently exists in the folder.
4. Paste the newly renamed support library file into the folder.

Retry the installation

Retry the installation using the SymRedistributable.exe file that you downloaded and extracted earlier in this article.

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Notes:

• Once installation is complete, you can delete the files extracted from SymRedistributable.exe.
• When running Windows Server 2003, you must install Microsoft Hotfix KB938397 to validate the SHA-2 certificate.

Download Library Files

HESupportLibrary.dll

PASupportLibrary.dll

Download CleanWipe Tool

CleanWipe_14_2_RU1_MP1.zip