Installation Problem Windows 10 Enterprise

This issue is currently occurring in my environment, seemingly out of nowhere.

Ive had a ticket open for the last 5 days, but it hasnt gone anywhere yet. Meanwhile, we are way out of compliance.

Below is the error being seen via the Enterprise Console.

These are all existing devices (Windows 10 enterprise) with existing (working installs) and machines began popping up in the "errors" list

last week with the above syntax, after normal updates/pushes from Enterprise console.

I was able to manually troubleshoot one device that was displaying in the list (server actually) And the only way I 

was able to get past this was to completely remove all components, then use Microsoft's MSIZAP app, which wipes 

the app from the installer db, removes reg entries, etc.. then reinstalling from scratch. Obviously not a fix that we are looking for since there are dozens of devices failing with this same problem.

My ticket with support is still pending.

Hello Eric Breen,

this is actually a different issue though it might have a common cause. Furthermore yours is not a Central environment and AFAIK Patch is not available with Central.

You say that upgrading of Patch failed but an install from scratch succeeded? Is the issue with Patch on all endpoints (all the same level of Windows 10) or have some upgraded? Patch was 10.0.311 since SESC 10.7.x, with 10.8.2 it should be 10.0.312. Is it indeed the update to 10.8.2 (there's, BTW, also a potential issue with Detoured DLL).

Christian

QC said:

Hello Eric Breen,

this is actually a different issue though it might have a common cause. Furthermore yours is not a Central environment and AFAIK Patch is not available with Central.

You say that upgrading of Patch failed but an install from scratch succeeded? Is the issue with Patch on all endpoints (all the same level of Windows 10) or have some upgraded? Patch was 10.0.311 since SESC 10.7.x, with 10.8.2 it should be 10.0.312. Is it indeed the update to 10.8.2 (there's, BTW, also a potential issue with Detoured DLL).

Christian

 

When you say "Central" do you mean the cloud offering?

If so, then you are correct. Our Sophos environment/platform is currently on-prem.

I just reviewed the documentation for the .DLL issue, but nowhere does it suggest that my problem is related.

The documentation doesnt provide any behavioral characteristics to help identify if one is experiencing the problem or not.

I do have a ticket opened with support, but I havent heard back. (opened Monday) I have submitted documentation detailing behavior being experienced, a few screenshots

and 4 SDU archives from 3 affected devices, and 1 server.

Hello Eric Breen,

yes, Central is the cloud product.

The console (management server) does not push any updates. Even Protect Computers isn't a push - it just creates a scheduled task that runs setup.exe. Endpoints always download and install what they find in the CID - normally according to the schedule. 

I just referred to the DLL article because that is an issue with the 10.8.2 version that is AFAIK being rolled out (i.e. some customers already have received it) and with 10.8.2 the Patch version also changes. Without a version change AutoUpdate should not attempt to install/update Patch and therefore you shouldn't see this error. Are your endpoints on 10.8.1 or already 10.8.2?

Christian

Hello Eric,

Can I please get the ticket number so that we can follow up?

Thank you!

Sorry for the delay in my response. My ticket # for this issue is: 8317465

Sorry for the delay in my response. My ticket # for this issue is: 8317465

Hi Eric,

I was out last week, I apologize for the delay in response.  I have reviewed your ticket, and noticed that it has been escalated it to the highest support level / Dev team for assistance. There is also DEV issue created for it (WINEP-15674), which is currently under investigation. 

Please let me know if you have any questions at this time.

Thank you,

Thank you, Barb.

We have been notified of this as well and are waiting for instruction and/or direction.

Why is it that when I dial Toll Free: 1-888-SOPHOS-9 (1-888-767-4679) I get to listen to 10 minutes of ads before the system tells me that the number has changed to another number, then when I call that number its another ad system??

This is a joke right?

What is your support number, please. The one for paying customers.

Thank You

Hi Eric Breen,

I am very sorry for the inconvenience. The different ways to contact support can be found in this link 

I will update your exiting ticket requesting that an engineer contact you as soon as possible (I cannot provide you an ETA on their behalf). 

Once again, I apologies for the delay and any inconveniences this may have caused.

Regards,

Thanks for the reply.

I just require the ability to speak directly with someone as other avenues of communication have been

too slow.

Sadly, your link leads me to the same page where I acquired the initial 1800 number that

fed ads to me.

Hi Eric Breen,

I am sorry this is taking longer than expected. 
I have updated the ticket requesting that an engineer contacts you as soon as they become available.

Twitter Support has updated the ticket as well, and entered the provided phone number and way to reach you. 

Regards,

Had a scheduled call this morning at 10am est, and I bowed out of another work-related meeting to be available for the Sophos support rep.

Ive been sitting at my desk for exactly 1 hour now. No call, no email, nothing.

This is not how you treat your business customers.

Hi Eric,

I reviewed the ticket and noticed they contacted you today and provided a workaround for your current issue. 

I also see they created a second ticket for a different issue, and they are waiting for SDU logs as well as process monitor logs from you. 
Please let me know if there's anything else you need me to add to your ticket /  share with the engineers working on it. 

I apologize again for the delays in the process.  

Thank you for your understanding. 

Regards,