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Central install on Windows 2008 R2 - setup.dll: Invalid access to memory location

AndyR

I have a Windows 2008 R2 Server with a new install of Central. The initial install succeeds and I see no errors in the cloudinstaller log file. Looking at the Sophos UI I see all Services and Components are green. However, the first update 5 minutes after start of the AutoUpdate Service fails, all subsequent updates also fail. I see this error in the SophosUpdate.log file:

"ERROR Exception caught when loading setup.dll, reason: LoadLibraryEx C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\sfs64\setup.dll: Invalid access to memory location."

This Server gets rebooted once a day and rebuilt from a Citrix Provisioning Image. Sophos is loaded fresh every day by running sophossetup.exe from a Scheduled Task once the startup completes. Any fix I implement will not survive the reboot and re-image so I need the Sophos install & update to work correctly.

I can "fix" the issue by renaming the Warehouse & Decoded directories, deleting the sophosupdatestatus.xml file and forcing an update. This results in SFS64 installing and I see a popup alerting me to this. All future updates then work as expected. This fix will only survive 24 hours until the server gets rebooted re-imaged next day and we go through the above process again.

I have tried removing the server from Central but it made no difference. Also created an Updating Policy to prevent the server going to my local update cache forcing it to get all software directly from Sophos, still same error. We did previously use the Gold Image instructions for our Citrix Provisioned Servers but this stopped working on our 2008 R2 servers a few months ago.

Here is a copy of my sophosupdate.log file. I have logged a ticket for this issue. Any help would be greatly appreciated.

5732.SophosUpdate.log


Regards
Andy.

 

 



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  • 0

    Hi Andy,

    I suspect the issue is due to the provision image or how images get provisioned.  Does the image get rebooted during provisioning?  If it's rebooting during component install it might break some parts.  You should have a CloudInstaller file in C:\ProgramData\Sophos\CloudInstaller\Logs\ to see where the installation stopped if you are running the installer via scheduled task on startup completion.

    Something that may be worth checking is the checksum of the C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\sfs64\setup.dll file before and after your renaming fix.  Perhaps this file is getting corrupted during the provision process.

    What is the issue you are currently having with the gold image process?

  • 0 in reply to MEric

    Hi MEric,
    Many thanks for your reply. The install using Sophossetup.exe only starts after the completion of the Server Boot and imaging process. The image itself does not include any sophos components other than a sophossetup.exe in a directory referenced by a Scheduled Task. I've even logged into it manually as a local admin and run the EXE but it still fails with the same error. The setup.dll had the same version info compared to other working servers when I checked details but I'll take a more thorough look tomorrow.

    I dont look after our Citrix environment. We have previously included Sophos on the Gold Image using the Sophos instructions but I believe our Citrix team had issues with this a few months ago and switched to installing sophos post server creation.

    I'll attached the cloudinstaller log but as mentioned previously I dont see any errors in it.

    6866.SophosCloudInstaller_20200707_111852.log

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  • 0 in reply to MEric

    Hi MEric,
    Many thanks for your reply. The install using Sophossetup.exe only starts after the completion of the Server Boot and imaging process. The image itself does not include any sophos components other than a sophossetup.exe in a directory referenced by a Scheduled Task. I've even logged into it manually as a local admin and run the EXE but it still fails with the same error. The setup.dll had the same version info compared to other working servers when I checked details but I'll take a more thorough look tomorrow.

    I dont look after our Citrix environment. We have previously included Sophos on the Gold Image using the Sophos instructions but I believe our Citrix team had issues with this a few months ago and switched to installing sophos post server creation.

    I'll attached the cloudinstaller log but as mentioned previously I dont see any errors in it.

    6866.SophosCloudInstaller_20200707_111852.log

Children
  • 0 in reply to AndyR

    I wanted to see if the CloudInstaller log may have stopped somewhere in the middle without erroring out but this doesn't seem to be the case. I'd suggest taking a look at that file hash when you can to see if it is being corrupted.

    In terms of what options are available, I can't think of anything ideal that doesn't involve modifying the gold image.  You can create a script to run after that does your workaround but I personally see that as an annoying band-aid fix.  If possible I'd want to know what issues your Citrix team had encountered with including Sophos in the image and trying to resolve that.  You can also reach out to Sophos Support to see if they have any other suggestions.

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