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Problem with updates - EXCEPTION ACCESS VIOLATION

wellsm

I'm having a problem on a few of our clients.  We're seeing these PCs pop up with this error:

"There was a problem while establishing a conneciton to the server.  Details: EXCEPTION ACCESS VIOLATION at 0x77C47FD4"

I've tried changing the update point from http: based to UNC with no change.  The environment has been consistent, as far as I can tell.  The account is fine and not locked out.

So far the fix has been to rerun the install.

Any thoughts?

:39503


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  • 0

    Hello wellsm,

    is the name of the failing process mentioned anywhere (perhaps the event viewer)? Does the error recur on a specific endpoint or is it gone "forever" after a reinstall? 

    Christian

    :39515
  • 0

    Once it fails, it fails forever.  (Well, I have not seen one recover by itself.)

    I don't see anything in the local event logs.

    From one of the ALUpdate log files:

    Trace(2013-Apr-12 20:29:20): ALUpdate(AutoUpdate.Started): 
Trace(2013-Apr-12 20:29:20): UpdateCoordinator::UpdateNow: Entering
Trace(2013-Apr-12 20:29:20): PopulateCache: Entering
Trace(2013-Apr-12 20:29:20): IPCSender::ProcessSend started
Trace(2013-Apr-12 20:29:20): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2013-Apr-12 20:29:20): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2013-Apr-12 20:29:20): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2013-Apr-12 20:29:20): UpdateCoordinator::UpdateNow: About to Sync list of products
Trace(2013-Apr-12 20:29:20): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
Trace(2013-Apr-12 20:29:20): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started: 
Trace(2013-Apr-12 20:29:20): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location
Trace(2013-Apr-12 20:29:20): Calling package_source_init
Trace(2013-Apr-12 20:29:20): TrySyncProduct, Calling BeginSync
Trace(2013-Apr-12 20:29:20): Custom certificate already present.
Trace(2013-Apr-12 20:29:21): ALUpdate(Error): EXCEPTION_ACCESS_VIOLATION at 0x76D44660
Trace(2013-Apr-12 20:29:22): IPCSender::ProcessSend exiting
Trace(2013-Apr-12 20:29:22): ALUpdate::main: terminal problem!
Trace(2013-Apr-12 20:59:20): ALUpdate started: -ScheduledUpdate -NoGUI -RootPath "C:\Program Files (x86)\Sophos\AutoUpdate"
Trace(2013-Apr-12 20:59:20): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} has been added.
Trace(2013-Apr-12 20:59:20): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} is not available from Sophos.
Trace(2013-Apr-12 20:59:20): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} is not the Spam Rules package.
Trace(2013-Apr-12 20:59:20): Product iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} has not been added.
Trace(2013-Apr-12 20:59:20): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} has been added.
Trace(2013-Apr-12 20:59:20): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is available from Sophos.
Trace(2013-Apr-12 20:59:20): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is not the Spam Rules package.
Trace(2013-Apr-12 20:59:20): Product subscription is disabled: iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} action value is:0
Trace(2013-Apr-12 20:59:20): Product iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} has not been added.
Trace(2013-Apr-12 20:59:20): Product iProductData.{3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added.
Trace(2013-Apr-12 20:59:20): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} has been added.
Trace(2013-Apr-12 20:59:20): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is available from Sophos.
Trace(2013-Apr-12 20:59:20): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is the Spam Rules package.
Trace(2013-Apr-12 20:59:20): Computer is a not possible cluster
Trace(2013-Apr-12 20:59:20): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
Trace(2013-Apr-12 20:59:20): ConfigurationImpl, considering PMSR 2.6: PureMessage not installed, PMSR package will not be updated without a subscription
Trace(2013-Apr-12 20:59:20): Considering subscribed products.
Trace(2013-Apr-12 20:59:20): Considering product {4DB41E90-DC56-41DC-B91E-9B8E537489A8}
Trace(2013-Apr-12 20:59:20): Product {4DB41E90-DC56-41DC-B91E-9B8E537489A8} is not already subscribed.
Trace(2013-Apr-12 20:59:20): Product {4DB41E90-DC56-41DC-B91E-9B8E537489A8} was added to the list.
Trace(2013-Apr-12 20:59:20): Considering product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
Trace(2013-Apr-12 20:59:20): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} is not already subscribed.
Trace(2013-Apr-12 20:59:20): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} was added to the list.
Trace(2013-Apr-12 20:59:20): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2013-Apr-12 20:59:20): GenerateCustomerID: complete
Trace(2013-Apr-12 20:59:20): Computer is a not possible cluster
Trace(2013-Apr-12 20:59:20): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
Trace(2013-Apr-12 20:59:20): IPCBase::IPCBase: Connected to shared memory A32951C539924a12B3C8F2FDA5A268E4
Trace(2013-Apr-12 20:59:20): IPCSender::ProcessSend started
Trace(2013-Apr-12 20:59:20): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2013-Apr-12 20:59:20): RMSMessageHandler: ALUpdateStart
Trace(2013-Apr-12 20:59:20): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2013-Apr-12 20:59:20): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2013-Apr-12 20:59:20): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2013-Apr-12 20:59:20): ALUpdate(AutoUpdate.Started): 
Trace(2013-Apr-12 20:59:20): UpdateCoordinator::UpdateNow: Entering
Trace(2013-Apr-12 20:59:20): PopulateCache: Entering
Trace(2013-Apr-12 20:59:20): UpdateCoordinator::UpdateNow: About to Sync list of products
Trace(2013-Apr-12 20:59:20): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
Trace(2013-Apr-12 20:59:20): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started: 
Trace(2013-Apr-12 20:59:20): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location
Trace(2013-Apr-12 20:59:20): Calling package_source_init
Trace(2013-Apr-12 20:59:20): TrySyncProduct, Calling BeginSync
Trace(2013-Apr-12 20:59:20): Custom certificate already present.
Trace(2013-Apr-12 20:59:21): ALUpdate(Error): EXCEPTION_ACCESS_VIOLATION at 0x76D44660
Trace(2013-Apr-12 20:59:22): IPCSender::ProcessSend exiting
Trace(2013-Apr-12 20:59:22): ALUpdate::main: terminal problem!
Trace(2013-Apr-12 21:29:20): ALUpdate started: -ScheduledUpdate -NoGUI -RootPath "C:\Program Files (x86)\Sophos\AutoUpdate"
Trace(2013-Apr-12 21:29:20): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} has been added.
Trace(2013-Apr-12 21:29:20): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} is not available from Sophos.
Trace(2013-Apr-12 21:29:20): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} is not the Spam Rules package.
Trace(2013-Apr-12 21:29:20): Product iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} has not been added.
Trace(2013-Apr-12 21:29:20): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} has been added.
Trace(2013-Apr-12 21:29:20): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is available from Sophos.
Trace(2013-Apr-12 21:29:20): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is not the Spam Rules package.
Trace(2013-Apr-12 21:29:20): Product subscription is disabled: iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} action value is:0
Trace(2013-Apr-12 21:29:20): Product iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} has not been added.
Trace(2013-Apr-12 21:29:20): Product iProductData.{3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added.
Trace(2013-Apr-12 21:29:20): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} has been added.
Trace(2013-Apr-12 21:29:20): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is available from Sophos.
Trace(2013-Apr-12 21:29:20): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is the Spam Rules package.
Trace(2013-Apr-12 21:29:20): Computer is a not possible cluster
Trace(2013-Apr-12 21:29:20): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
Trace(2013-Apr-12 21:29:20): ConfigurationImpl, considering PMSR 2.6: PureMessage not installed, PMSR package will not be updated without a subscription
Trace(2013-Apr-12 21:29:20): Considering subscribed products.
Trace(2013-Apr-12 21:29:20): Considering product {4DB41E90-DC56-41DC-B91E-9B8E537489A8}
Trace(2013-Apr-12 21:29:20): Product {4DB41E90-DC56-41DC-B91E-9B8E537489A8} is not already subscribed.
Trace(2013-Apr-12 21:29:20): Product {4DB41E90-DC56-41DC-B91E-9B8E537489A8} was added to the list.
Trace(2013-Apr-12 21:29:20): Considering product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
Trace(2013-Apr-12 21:29:20): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} is not already subscribed.
Trace(2013-Apr-12 21:29:20): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} was added to the list.
Trace(2013-Apr-12 21:29:20): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2013-Apr-12 21:29:20): GenerateCustomerID: complete
Trace(2013-Apr-12 21:29:20): Computer is a not possible cluster
Trace(2013-Apr-12 21:29:20): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
Trace(2013-Apr-12 21:29:20): IPCBase::IPCBase: Connected to shared memory A32951C539924a12B3C8F2FDA5A268E4
Trace(2013-Apr-12 21:29:20): IPCSender::ProcessSend started
Trace(2013-Apr-12 21:29:20): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2013-Apr-12 21:29:20): RMSMessageHandler: ALUpdateStart
Trace(2013-Apr-12 21:29:20): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2013-Apr-12 21:29:20): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2013-Apr-12 21:29:20): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2013-Apr-12 21:29:20): ALUpdate(AutoUpdate.Started):
    :39529
  • 0

    Ah, I misred the last question.  So far, once we reinstall the problem does not reoccur.  (I was thinking maybe come corruption or something in the CIDs but I'd be seeing lots more failures and re-failures in that case)

    :39533
  • 0

    Hello wellsm,

    even though a reinstall seems to be a lasting solution to the problem it shouldn't occur in the first place. I suggest to contact Support if they have some idea what could be causing this.

    Christian

    :39553
  • 0

    Yup, I already have a ticket open.  No luck so far.

    :39573