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Failed to install hmpa64: a reboot is required before the installation can succeed.

Ok..on numerous PC's when I am in Cloud.Console are showing this error in their respective Events tab.

Although this is an Event, do the Clients ever get a notification that they need a required reboot?

I have Sophos on my own desktop and I don't remember ever seeing a notice about required reboot to complete install.

If they do NOT get a notice, then how are they supposed to deal with this?? Is it up to me as Admin to monitor these events and take the required action?

Tks

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0 ChrisWhiting over 6 years ago

Could it be related to this? community.sophos.com/.../with-fastboot-a-manual-reboot-is-required-for-endpoint-update
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0 Barb@Sophos over 6 years ago in reply to ChrisWhiting

Hi ChrisWhiting,

Can you provide more details regarding the exact issues that you are experiencing?

If the tamper protection password is not working, you may be having issues communicating with Sophos Central. Have there been any network chances on your environment lately?

How many machines are affected, and what are the errors ?

If possible, send me a PM with a link to the SDU logs so that I can take a look, or feel free to file a case with support and send me the ticket number so that I can review it.

Thank you!

Barb@Sophos
Community Support Engineer | Sophos Technical Support
Knowledge Base | @SophosSupport | Sign up for SMS Alerts
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0 ChrisWhiting over 6 years ago in reply to Barb@Sophos

I had 23 machines report the hmpa64 error this morning alone.

I have a separate ticket raised for intercept x performance issues and we are looking trying to get the licence refunded now.

The tamper password seems a random issue and we reboot into safemode and disable it (what the last ticket I raised said to do).

SDU logs take 20-30 minutes to gather, I can no longer spend so much time on this and its affecting our customers too much.
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0 ChrisWhiting over 6 years ago in reply to Barb@Sophos

I had 23 machines report the hmpa64 error this morning alone.

I have a separate ticket raised for intercept x performance issues and we are looking trying to get the licence refunded now.

The tamper password seems a random issue and we reboot into safemode and disable it (what the last ticket I raised said to do).

SDU logs take 20-30 minutes to gather, I can no longer spend so much time on this and its affecting our customers too much.
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0 Barb@Sophos over 6 years ago in reply to ChrisWhiting

Hi ChrisWhiting,

I am sorry to hear about this. If you would like me to have a look at the ticket, please send me a PM with the number, and I will review it.

Also, please keep in mind there were issues over the weekend with Sophos Central, which may have affected behavior (I will need more info to determine that, but I figured I would bring it up just in case). Here's more information.

Regards,

Barb@Sophos
Community Support Engineer | Sophos Technical Support
Knowledge Base | @SophosSupport | Sign up for SMS Alerts
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