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Failed to install hmpa64: general error.

shane kelm

Sophos Central and client say Failed to install hmpa64: general error.

I have to this point...

Added user to SophosAdmnistrator (Local Users and groups)

Ran from cmd with elevated permissions "bcdedit.exe /set nointegritychecks on"

There are no BIOS settings to disable digitally signed drivers

This is on a Dell Optiplex 960with Windows 7 pro.

I can provide a zip of my logs if needed 3.3mb

 

Here are the Sophos HitmanPro Alert install Log

a 2016-11-02 21:51:34.669 [5992:3992] - Beginning install
a 2016-11-02 21:51:34.669 [5992:3992] - Running installation from C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\hmpa64 to
a 2016-11-02 21:51:34.669 [5992:3992] - MachineState
a 2016-11-02 21:51:34.669 [5992:3992] - hmpaInstalled = 1
a 2016-11-02 21:51:34.669 [5992:3992] - hmpaRebootPending = 0
a 2016-11-02 21:51:34.669 [5992:3992] - AdapterInstalled = 1
a 2016-11-02 21:51:34.669 [5992:3992] - AdapterRebootPending = 0
a 2016-11-02 21:51:34.669 [5992:3992] - InstallerAction : UPGRADE
a 2016-11-02 21:51:34.669 [5992:3992] - ComponentListFactory create
a 2016-11-02 21:51:34.669 [5992:3992] - ComponentListFactory createUpgradeComponentList
a 2016-11-02 21:51:34.669 [5992:3992] - Installer - Execute
a 2016-11-02 21:51:34.669 [5992:3992] - InstallerComponentListRunner::Run
a 2016-11-02 21:51:34.669 [5992:3992] - InstallerComponentListRunner::Run - returnCode before: 0
a 2016-11-02 21:51:34.669 [5992:3992] - HMPAInstaller - upgrade
a 2016-11-02 21:51:34.669 [5992:3992] - Upgrade command line: "C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\hmpa64\hmpalert.exe" /upgrade /quiet /noautoupdate
a 2016-11-02 21:51:38.708 [5992:3992] - Upgrade command_result: 0
a 2016-11-02 21:51:38.708 [5992:3992] - Upgrade exitCode: 4294967295 (FAILED)
a 2016-11-02 21:51:38.708 [5992:3992] - InstallerComponentListRunner::Run - returnCode after: 0
a 2016-11-02 21:51:38.708 [5992:3992] - InstallerComponentListRunner - Upgrade Failed
e 2016-11-02 21:51:38.708 [5992:3992] - Action failed

Please help, this is the second attempt to install with the same results

enjoy my logs...



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  • +1

    I would be inclined to just run Process Monitor (technet.microsoft.com/.../processmonitor.aspx) when the next attempt to install is performed.

    You should be able to find the event regarding the process create for:
    "C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\hmpa64\hmpalert.exe" /upgrade /quiet /noautoupdate

    Is there anything of interest following that?  
    What is the exit code of hmpalert.exe?

    As I understand it, the file hmpalert.exe contains all the files required of the update.  They are moved to an staging folder and pending rename operations are configured in the Windows Session Manager's PendingFileRenameOperations key (technet.microsoft.com/.../cc960241.aspx) to switch the files on the next restart.

    I would be interested to see if all those stages complete.  You should see both the file and registry key events in the Process Monitor log.

    Regards,

    Jak

  • 0 in reply to jak

    Hi Jak, 

    I'd love to know how to respond to the exit code request, but sigh...I have no idea where to find or create an exit code for a specific .exe. Is the exit code created as part of the Process Monitor log?

     

    Is there anything of interest following that?  Yes I will.

  • 0 in reply to shane kelm

    I would expect there to be a process create and a process exit in the PML log.  The process exit event for that process will have the return code in the data column.

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