This discussion has been locked.

You can no longer post new replies to this discussion. If you have a question you can start a new discussion

Endpoint refuses to Install-I give up

Howiedog over 7 years ago

Trying to re-protect a Windows 7 PC.

Downloaded FULL Windows Installer.

I go to do installation:

First thing I see it do is Register with Console

2nd thing it does moments after....Installation Failed (Could not download software)

Well...isn't that ODD because it just managed to Register with the goddamn Console on the WEB..DOH?

Then...I go into the Console....and what do we see?? 10.7.6 VE3.70.2 Update Failed,

Event: Installation caught error Session::synchronize failed with error code 4.

These Events are USELESS and tell me NOTHING about the problem. Who are these meant for...?

So I am asking here if anyone else has this issue and a resolve?

I did send in a Ticket...but that could take days depending on how many files I will need to send them.

This thread was automatically locked due to age.

0 Anthony Marrian over 7 years ago

Same here :-(
Cancel
Vote Up 0 Vote Down

Cancel
0 Anthony Marrian over 7 years ago

Do you have a SonicWALL? The Gateway Anti-Virus database considers the Sophos download to be a virus. You can either add the Cloud ID (which you'll find in the SonicWALL log), or disable the AV stuff temporarily.
Cancel
Vote Up 0 Vote Down

Cancel
0 jak over 7 years ago in reply to Anthony Marrian

Can you attach (drag into the editor) the last SophosUpdate.log as found here:

C:\ProgramData\Sophos\AutoUpdate\logs\

Regards,

Jak
Cancel
Vote Up 0 Vote Down

Cancel
0 Anthony Marrian over 7 years ago in reply to jak

Done. Did it work? I can't see the file as part of my reply, but I did drag it on to the editor
Cancel
Vote Up 0 Vote Down

Cancel
0 jak over 7 years ago in reply to Anthony Marrian

I can't see it. At the bottom of my editor, I see the text "Add images and other files by dragging then into the editor".

Maybe it exceeded the maximum size. Maybe paste out the last update, each update starts:
INFO SophosUpdate is starting.

Regards,

Jak
Cancel
Vote Up 0 Vote Down

Cancel
0 Anthony Marrian over 7 years ago in reply to jak

OK, here is the first entry4572.first.txt
Cancel
Vote Up 0 Vote Down

Cancel
0 Anthony Marrian over 7 years ago in reply to jak

And here is the last entry6683.last.txt
Cancel
Vote Up 0 Vote Down

Cancel
0 jak over 7 years ago in reply to Anthony Marrian

Does it always stop at this line:

2018-02-03T05:50:12.855Z [16256] INFO SUL-Log [I95020] sdds.data0910.xml: looking for packages included from product IDE548 LATEST path=savxp

That's not the end of an update cycle.

The last 2 lines are typically:

2018-02-02T21:26:47.244Z [ 4136] [v5.11.141] INFO SophosUpdate has completed with the result 0.
2018-02-02T21:26:48.250Z [ 4136] [v5.11.141] INFO Overwriting state file C:\ProgramData\Sophos\AutoUpdate\data\status\SophosUpdateStatus.xml

I wonder if you copied the log off while it was updating.

Regards,

Jak
Cancel
Vote Up 0 Vote Down

Cancel
0 EternalRaine over 7 years ago

Hey gents,

Seems I'm a bit late in joining this conversation, I had the same error message while testing installations:

Installation caught error Session::synchronize failed with error code 4.

My scenario:
- Installing using the Thin Installer

- Installing over on-premise Sophos anti-virus.

NOTE: I had previously installed Sophos Central's AV and the machine was still showing on the Central dashboard - even though I had removed the Central AV from the machine completely. So I was "re-protecting" this machine as well.

- Windows 10

1. I deleted the machine on the Sophos Central dashboard (Tamper Protection was already disabled. If you still have it enabled, note the Tamper Protection password)

2. Ran the Thin Installer. It re-populated the machine on the Central Dashboard (it listed all the old events prior to the deletion as well as any new events), and the installation proceeded successfully.

I hope this helps!
Cancel
Vote Up 0 Vote Down

Cancel