CylancePROTECT for Genetec™ Appliances Installation Note 1.0 - CylancePROTECT 1.0

Applies to
CylancePROTECT 1.0
Last updated
2021-05-17
Content type
Guides > Installation guides
Language
English (United States)
Product line
Streamvault > CylancePROTECT
Version
1.0

About CylancePROTECT

Blackberry's CylancePROTECT uses machine learning to detect abnormal activity on your system and to prevent threats from viruses, malware, ransomware, and malicious websites. Since it uses little computing power, CylancePROTECTdoes not affect the smooth running of Genetec™ appliances, allowing you to benefit from proactive threat detection without monopolizing crucial computer resources. In addition, with no Internet connection or signature updates required, CylancePROTECTprotects remote endpoints connected to the Genetec™ system.

Online mode

When CylancePROTECT is online, it is able to report its status and receive policy updates from Blackberry. Online mode requires an active Internet connection.

Offline mode

When CylancePROTECT is offline, your CylancePROTECT appliance continues to be protected from threats. However, it does not receive policy updates from Blackberry. When the Internet is unavailable, CylancePROTECT automatically switches to Offline mode.

Installing CylancePROTECT on a Genetec™ appliance

By installing CylancePROTECT on your Genetec™ Servers and client workstations, you can help protect your systems against known and unknown threats.

Before you begin

  • Have the activation code that was sent by email along with this procedure.
  • Make sure the target computer is connected to the Internet and can Ping www.genetec.com.

What you should know

The activation code is good for a set number of activations.

If you encounter errors during the installation, create a case on the Genetec™ Technical Assistance portal at https://gtap.genetec.com.

Procedure

  1. Download the installer:
    1. Open the GTAP Product Download page.
    2. From the Download Finder list, select CylancePROTECT.
    3. Click and save CylanceInstaller_v1.0_x64.exe.
  2. On the Genetec™ appliance, run CylanceInstaller_v1.0_x64.exe.
  3. When prompted by User Account Control, allow the CylanceInstaller app to make changes to your device.
  4. Enter your activation code.
    The code is validated and the installation runs.
  5. When the installation is completed, close the command prompt.
  6. From the Windows Start menu, open the Cylance folder, then select CylancePROTECT.
    When installed and connected, the CylancePROTECT icon in the Windows Taskbar shows that your computer is Safe.

After you finish

For Streamvault™ appliances only, you can configure the appliance to operate in online mode (turn on) or offline mode (disconnected). For instructions, see CylancePROTECT page of the SV Control Panel.

Uninstalling CylancePROTECT from a Genetec™ appliance

If you no longer want to use CylancePROTECT to protect your Genetec™ Server or workstation, you can uninstall it easily.

What you should know

An activation code is good for a pre-determined number of activations. Each installation uses one activation. If your activation code has reached it's limit, contact us to get a new code.
IMPORTANT: For SV appliances, if CylancePROTECT was turned off and you want to turn it back on, contact Genetec™ Customer Service to get a new activation code.

Procedure

To uninstall CylancePROTECT:

Do one of the following:
  • On a Streamvault™ appliance, open SV Control Panel, click the CylancePROTECT page, and then select Turn off.
  • On a Genetec™ Server or workstation, from the Windows Control Panel, select Programs and Features, and then uninstall CylancePROTECT.

Activation limit reached

The installation of CylancePROTECT failed and you see the error message Activation limit reached.

Cause

There are no more activations available for this code.

Solution

If you want to install CylancePROTECT on additional Genetec™ appliances, you must order a new activation code.

  1. Contact Genetec™ Customer Service at customerservice@genetec.com.
  2. Order the following part numbers:
    • SV-CYLANCE-ADD-WINSVR
    • SV-CYLANCE-ADD-WIN10

Common installer error codes

If you encounter errors when installing or uninstalling CylancePROTECT, refer to this list of common Windows Installer errors for a solution. If a solution is not obvious, contact us to open a support case on the Genetec™ Technical Assistance portal at https://gtap.genetec.com.

The following table lists the error codes that can be reported by the Microsoft Windows installer. The source of this list is at https://docs.microsoft.com/en-us/windows/win32/msi/error-codes?redirectedfrom=MSDN

Error code Error number Description
ERROR_SUCCESS 0 The action completed successfully.
ERROR_INVALID_DATA 13 The data is invalid.
ERROR_INVALID_PARAMETER 87 One of the parameters was invalid.
ERROR_CALL_NOT_IMPLEMENTED 120 This value is returned when a custom action attempts to call a function that cannot be called from custom actions. The function returns the value ERROR_CALL_NOT_IMPLEMENTED. Available beginning with Windows Installer version 3.0.
ERROR_APPHELP_BLOCK 1259 If Windows Installer determines a product might be incompatible with the current operating system, it displays a dialog box informing the user and asking whether to try to install anyway. This error code is returned if the user chooses not to try the installation.
ERROR_INSTALL_SERVICE_FAILURE 1601 The Windows Installer service could not be accessed. Contact your support personnel to verify that the Windows Installer service is properly registered.
ERROR_INSTALL_USEREXIT 1602 The user cancels installation.
ERROR_INSTALL_FAILURE 1603 A fatal error occurred during installation.
ERROR_INSTALL_SUSPEND 1604 Installation suspended, incomplete.
ERROR_UNKNOWN_PRODUCT 1605 This action is only valid for products that are currently installed.
ERROR_UNKNOWN_FEATURE 1606 The feature identifier is not registered.
ERROR_UNKNOWN_COMPONENT 1607 The component identifier is not registered.
ERROR_UNKNOWN_PROPERTY 1608 This is an unknown property.
ERROR_INVALID_HANDLE_STATE 1609 The handle is in an invalid state.
ERROR_BAD_CONFIGURATION 1610 The configuration data for this product is corrupt. Contact your support personnel.
ERROR_INDEX_ABSENT 1611 The component qualifier not present.
ERROR_INSTALL_SOURCE_ABSENT 1612 The installation source for this product is not available. Verify that the source exists and that you can access it.
ERROR_INSTALL_PACKAGE_VERSION 1613 This installation package cannot be installed by the Windows Installer service. You must install a Windows service pack that contains a newer version of the Windows Installer service.
ERROR_PRODUCT_UNINSTALLED 1614 The product is uninstalled.
ERROR_BAD_QUERY_SYNTAX 1615 The SQL query syntax is invalid or unsupported.
ERROR_INVALID_FIELD 1616 The record field does not exist.
ERROR_INSTALL_ALREADY_RUNNING 1618 Another installation is already in progress. Complete that installation before proceeding with this install.
ERROR_INSTALL_PACKAGE_OPEN_FAILED 1619 This installation package could not be opened. Verify that the package exists and is accessible, or contact the application vendor to verify that this is a valid Windows Installer package.
ERROR_INSTALL_PACKAGE_INVALID 1620 This installation package could not be opened. Contact support to verify that this is a valid Windows Installer package.
ERROR_INSTALL_UI_FAILURE 1621 There was an error starting the Windows Installer service user interface. Contact your support personnel.
ERROR_INSTALL_LOG_FAILURE 1622 There was an error opening installation log file. Verify that the specified log file location exists and is writable.
ERROR_INSTALL_LANGUAGE_UNSUPPORTED 1623 This language of this installation package is not supported by your system.
ERROR_INSTALL_TRANSFORM_FAILURE 1624 There was an error applying transforms. Verify that the specified transform paths are valid.
ERROR_INSTALL_PACKAGE_REJECTED 1625 This installation is forbidden by system policy. Contact your system administrator.
ERROR_FUNCTION_NOT_CALLED 1626 The function could not be executed.
ERROR_FUNCTION_FAILED 1627 The function failed during execution.
ERROR_INVALID_TABLE 1628 An invalid or unknown table was specified.
ERROR_DATATYPE_MISMATCH 1629 The data supplied is the wrong type.
ERROR_UNSUPPORTED_TYPE 1630 Data of this type is not supported.
ERROR_CREATE_FAILED 1631 The Windows Installer service failed to start. Contact your support personnel.
ERROR_INSTALL_TEMP_UNWRITABLE 1632 The Temp folder is either full or inaccessible. Verify that the Temp folder exists and that you can write to it.
ERROR_INSTALL_PLATFORM_UNSUPPORTED 1633 This installation package is not supported on this platform. Contact your application vendor.
ERROR_INSTALL_NOTUSED 1634 Component is not used on this machine.
ERROR_PATCH_PACKAGE_OPEN_FAILED 1635 This patch package could not be opened. Verify that the patch package exists and is accessible, or contact the application vendor to verify that this is a valid Windows Installer patch package.
ERROR_PATCH_PACKAGE_INVALID 1636 This patch package could not be opened. Contact the application vendor to verify that this is a valid Windows Installer patch package.
ERROR_PATCH_PACKAGE_UNSUPPORTED 1637 This patch package cannot be processed by the Windows Installer service. You must install a Windows service pack that contains a newer version of the Windows Installer service.
ERROR_PRODUCT_VERSION 1638 Another version of this product is already installed. Installation of this version cannot continue. To configure or remove the existing version of this product, use Add/Remove Programs in Control Panel.
ERROR_INVALID_COMMAND_LINE 1639 Invalid command line argument.
ERROR_INSTALL_REMOTE_DISALLOWED 1640 The current user is not permitted to perform installations from a client session of a server running the Terminal Server role service.
ERROR_SUCCESS_REBOOT_INITIATED 1641 The installer has initiated a restart. This message is indicative of a success.
ERROR_PATCH_TARGET_NOT_FOUND 1642 The installer cannot install the upgrade patch because the program being upgraded may be missing or the upgrade patch updates a different version of the program. Verify that the program to be upgraded exists on your computer and that you have the correct upgrade patch.
ERROR_PATCH_PACKAGE_REJECTED 1643 The patch package is not permitted by system policy.
ERROR_INSTALL_TRANSFORM_REJECTED 1644 One or more customizations are not permitted by system policy.
ERROR_INSTALL_REMOTE_PROHIBITED 1645 Windows Installer does not permit installation from a Remote Desktop Connection.
ERROR_PATCH_REMOVAL_UNSUPPORTED 1646 The patch package is not a removable patch package. Available beginning with Windows Installer version 3.0.
ERROR_UNKNOWN_PATCH 1647 The patch is not applied to this product. Available beginning with Windows Installer version 3.0.
ERROR_PATCH_NO_SEQUENCE 1648 No valid sequence could be found for the set of patches. Available beginning with Windows Installer version 3.0.
ERROR_PATCH_REMOVAL_DISALLOWED 1649 Patch removal was disallowed by policy. Available beginning with Windows Installer version 3.0.
ERROR_INVALID_PATCH_XML 1650 The XML patch data is invalid. Available beginning with Windows Installer version 3.0.
ERROR_PATCH_MANAGED_ADVERTISED_PRODUCT 1651 Administrative user failed to apply patch for a per-user managed or a per-machine application that is in advertise state. Available beginning with Windows Installer version 3.0.
ERROR_INSTALL_SERVICE_SAFEBOOT 1652 Windows Installer is not accessible when the computer is in Safe Mode. Exit Safe Mode and try again or try using System Restore to return your computer to a previous state. Available beginning with Windows Installer version 4.0.
ERROR_ROLLBACK_DISABLED 1653 Could not perform a multiple-package transaction because rollback has been disabled. Multiple-Package Installations cannot run if rollback is disabled. Available beginning with Windows Installer version 4.5.
ERROR_INSTALL_REJECTED 1654 The app that you are trying to run is not supported on this version of Windows. A Windows Installer package, patch, or transform that has not been signed by Microsoft cannot be installed on an ARM computer.
ERROR_SUCCESS_REBOOT_REQUIRED 3010 A restart is required to complete the install. This message is indicative of a success. This does not include installs where the ForceReboot action is run.