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Client pc won't update

I tried to install Sophos on a client pc via the console. It didn't work completely because of the following error message: Failed to install SAVXP. The MSI has failed.

I got the following log from that pc:

12.05.2011 10:20:33 0CD4 I SOF: C:\Documents and Settings\All Users\Application Data/Sophos/Remote Management System/3/Agent/Logs/Agent-20110512-082033.log
12.05.2011 10:20:33 0CD4 I Sophos Management Agent 3.3.0.2059 starting...
12.05.2011 10:20:33 08E8 I SAUAdapter - SAU IPCBase::IPCBase: Connected to shared memory A32951C539924a12B3C8F2FDA5A268E4
12.05.2011 10:20:33 0FEC I SAUAdapter - SAU IPCListener::Wait started
12.05.2011 10:20:33 0FEC I SAUAdapter - SAU IPCListener::Wait received message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
12.05.2011 10:20:33 08D8 I SAUAdapter - SAU AdapterImpl: Notifying agent of configuration change
12.05.2011 10:20:33 08D8 I SAUAdapter - SAU AdapterImpl: Notifying agent of status change: <?xml version="1.0" encoding="utf-8" ?><status xmlns="com.sophos\mansys\status" type="sau"><CompRes 

xmlns="com.sophos\msys\csc" Res="NoRef" policyType="1" /><autoUpdate xmlns="http://www.sophos.com/xml/mansys/AutoUpdateStatus.xsd"><endpoint id="92d3861c-3676-485e-84da-b5379623e5c8" 

/></autoUpdate></status>
12.05.2011 10:20:33 08E8 E Services::GetAdapterData(), data item name SAUPolicy is unknown
12.05.2011 10:20:33 0FEC I SAUAdapter - SAU StartingUpdate has been set
12.05.2011 10:20:33 0FEC I SAUAdapter - SAU IPCListener::Wait Waiting for more messages
12.05.2011 10:20:33 0FEC I SAUAdapter - SAU IPCListener::Wait Waiting for more messages
12.05.2011 10:20:33 08E8 I SAUAdapter - SAU Intelligent updating using port 51235
12.05.2011 10:20:33 08E8 I SAUAdapter - SAU Returning Adapter: 00D53978
12.05.2011 10:20:33 08E8 I SAUAdapter - SAU RegisterStateObserver : 00D53900
12.05.2011 10:20:33 08E8 I SAUAdapter - SAU RegisterConfigStateObserver : 00D53904
12.05.2011 10:20:33 08E8 I SAUAdapter - SAU RegisterEventObserver : 00D53928
12.05.2011 10:20:33 08E8 I ALC adapter loaded
12.05.2011 10:20:37 0F8C W MSClient::Connect: failed to get router's IOR from supplied address and port.
12.05.2011 10:20:37 0F8C E NoRouterIORException: Caught MSClient::Connect: failed to get router's IOR from supplied address and port.
 ClientConnection::Reconnect()

12.05.2011 10:20:43 0F8C I Sent certificate request to CM.
12.05.2011 10:20:44 0F8C I Received certification response with correct correlation ID.
12.05.2011 10:20:44 0F8C I Stored certificate received from CM.
12.05.2011 10:20:45 083C I Connected to router...
12.05.2011 10:20:45 0488 I SAUAdapter - SAU AdapterImpl::GetStatus called
12.05.2011 10:20:45 0488 I SAUAdapter - SAU AdapterImpl::GetConfiguration called
12.05.2011 10:20:45 0AF0 I Got EM-NotifyClientUpdates-Reply message from Router$PC13-158:99013
12.05.2011 10:20:45 0AF0 I Got EM-GetClientStatus-Reply message from Router$PC13-158:99013
12.05.2011 10:20:59 08E8 E AdapterManager::LoadAdapter : Failed to open shared library C:\Program Files\Sophos\Sophos Anti-Virus\SAVAdapter.dll for SAV
12.05.2011 10:20:59 08E8 E Ouch!dll.open: No error!
12.05.2011 10:20:59 08E8 E AdapterManager::LoadAdapter : Failed to open shared library C:\Program Files\Sophos\Sophos Anti-Virus\SAVAdapter.dll for SAV
12.05.2011 10:20:59 08E8 E Ouch!dll.open: No error!
12.05.2011 10:21:02 0FEC I SAUAdapter - SAU IPCListener::Wait received message: <?xml version="1.0" encoding="utf-8" ?><Config 

type="RMSEndUpdate"><ErrorMessage><ID>Install.Failure</ID><StringID>103</StringID><Sender>ALUpdate</Sender><Insert>SAVXP</Insert><Insert>80041f09</Insert></ErrorMessage></Config>
12.05.2011 10:21:02 0FEC I SAUAdapter - SAU ReportError(103): 
12.05.2011 10:21:02 0FEC I SAUAdapter - SAU FinishedUpdate has been set
12.05.2011 10:21:02 0FEC I SAUAdapter - SAU AdapterImpl:: Notifing agent of xml change: <?xml version="1.0" encoding="utf-8" ?><event xmlns="http://www.sophos.com/EE/AUEvent" 

type="sophos.mgt.entityAppEvent"><timestamp>20110512 

082102</timestamp><user><userId></userId><domain></domain></user><appInfo><number>103</number><message><message_inserts><insert>SAVXP</insert><insert>80041f09</insert><insert></insert><insert></inser

t><insert></insert></message_inserts></message></appInfo><entityInfo xmlns="http://www.sophos.com/EntityInfo">AGENT:WIN:1.0.0</entityInfo></event>
12.05.2011 10:21:02 0FEC I ALC event observer received an event: <?xml version="1.0" encoding="utf-8" ?><event xmlns="http://www.sophos.com/EE/AUEvent" 

type="sophos.mgt.entityAppEvent"><timestamp>20110512 

082102</timestamp><user><userId></userId><domain></domain></user><appInfo><number>103</number><message><message_inserts><insert>SAVXP</insert><insert>80041f09</insert><insert></insert><insert></inser

t><insert></insert></message_inserts></message></appInfo><entityInfo xmlns="http://www.sophos.com/EntityInfo">AGENT:WIN:1.0.0</entityInfo></event>
12.05.2011 10:21:02 0488 I computer name is PC13-158
12.05.2011 10:21:02 0FEC I SAUAdapter - SAU Update status information saved to C:\Program Files\Sophos\AutoUpdate\data\status\AUAdapter.xml
12.05.2011 10:21:02 0FEC I SAUAdapter - SAU IPCListener::Wait Waiting for more messages
12.05.2011 10:21:02 0488 I This computer is part of the domain RBINS
12.05.2011 10:21:02 0488 I workgroup/domain name is RBINS
12.05.2011 10:21:02 0488 I NewEvent: Sent EM-EntityEvent to EM
12.05.2011 10:21:05 0488 I computer name is PC13-158
12.05.2011 10:21:05 0488 I This computer is part of the domain RBINS
12.05.2011 10:21:05 0488 I workgroup/domain name is RBINS
12.05.2011 10:21:05 0488 I computer description is Stagiaire PFO
12.05.2011 10:21:05 0488 I SendStatus: Sent EM-GetStatus-Reply (id=01CB9871) to EM
12.05.2011 10:21:05 0AF0 I Got EM-SetConfiguration message from Router$PC20-121.EM
12.05.2011 10:21:05 0488 I Received configuration for ALC
12.05.2011 10:21:05 0488 I SAUAdapter - SAU Intelligent updating using port 51235
12.05.2011 10:21:05 0488 I SAUAdapter - SAU AdapterImpl::SetConfiguration: Configuration applied
12.05.2011 10:21:05 0488 I SAUAdapter - SAU SAUPolicy::Save
12.05.2011 10:21:05 0488 I SAUAdapter - SAU SAUPolicy::Save successful
12.05.2011 10:21:06 08C8 I SAUAdapter - SAU AdapterImpl: Notifying agent of configuration change
12.05.2011 10:21:06 08C8 I ALC state observer received a configuration
12.05.2011 10:21:06 08C8 I SAUAdapter - SAU AdapterImpl: Notifying agent of status change: <?xml version="1.0" encoding="utf-8" ?><status xmlns="com.sophos\mansys\status" type="sau"><CompRes 

xmlns="com.sophos\msys\csc" Res="Same" RevID="{CF951F0A-0B67-425C-AC4E-04EA1F0DB56D}" policyType="1" /><autoUpdate xmlns="http://www.sophos.com/xml/mansys/AutoUpdateStatus.xsd"><endpoint 

id="92d3861c-3676-485e-84da-b5379623e5c8" /></autoUpdate></status>
12.05.2011 10:21:06 08C8 I ALC state observer notified that ALC is running
12.05.2011 10:21:06 08C8 I ALC state observer received a status: <?xml version="1.0" encoding="utf-8" ?><status xmlns="com.sophos\mansys\status" type="sau"><CompRes xmlns="com.sophos\msys\csc" 

Res="Same" RevID="{CF951F0A-0B67-425C-AC4E-04EA1F0DB56D}" policyType="1" /><autoUpdate xmlns="http://www.sophos.com/xml/mansys/AutoUpdateStatus.xsd"><endpoint id="92d3861c-3676-485e-84da-

b5379623e5c8" /></autoUpdate></status>
12.05.2011 10:21:17 0894 I Windows is shutting down...
12.05.2011 10:21:17 0CD4 I Shutting down...
12.05.2011 10:21:20 0CD4 I SAUAdapter - SAU DeRegisterStateObserver : 00D53900
12.05.2011 10:21:20 0CD4 I SAUAdapter - SAU DeRegisterConfigStateObserver : 00D53904
12.05.2011 10:21:20 0CD4 I SAUAdapter - SAU DeRegisterEventObserver : 00D53928
12.05.2011 10:21:20 0CD4 I SAUAdapter - SAU Adapter is being deleted: 00D53978
12.05.2011 10:21:20 0CD4 I SAUAdapter - SAU ~AdapterImpl
12.05.2011 10:21:20 0CD4 I SAUAdapter - SAU SAUPolicy::Save
12.05.2011 10:21:20 0CD4 I SAUAdapter - SAU SAUPolicy::Save successful
12.05.2011 10:21:20 0CD4 I SAUAdapter - SAU Update status information saved to C:\Program Files\Sophos\AutoUpdate\data\status\AUAdapter.xml
12.05.2011 10:21:20 0FEC I SAUAdapter - SAU IPCListener::Wait exiting

Can you see what the problem is?

Jvuz

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Parents

0 QC over 14 years ago

Jo,
in the registry key ... is nothing Strange that this key should be empty. Sophos wants to create or modify the value AppInit_DLLs but there should be some other values. Permissions on this key are not inherited and include SYSTEM and Administrators full access.
Can't say if the error is with the key though. Checked two of our installs and after the Copying kms source in the CustomActions log I see GetRidOfExistingDetoured ... detoured exists whereas in the log you posted it says does not exist. As I haven't seen a similar problem I only can suggest you call Support. I'd try one thing before - empty the C:\Program Files\Sophos\AutoUpdate\cache\ folder and request an update (or wait for AutoUpdate's next attempt).
Christian
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0 QC over 14 years ago

Jo,
in the registry key ... is nothing Strange that this key should be empty. Sophos wants to create or modify the value AppInit_DLLs but there should be some other values. Permissions on this key are not inherited and include SYSTEM and Administrators full access.
Can't say if the error is with the key though. Checked two of our installs and after the Copying kms source in the CustomActions log I see GetRidOfExistingDetoured ... detoured exists whereas in the log you posted it says does not exist. As I haven't seen a similar problem I only can suggest you call Support. I'd try one thing before - empty the C:\Program Files\Sophos\AutoUpdate\cache\ folder and request an update (or wait for AutoUpdate's next attempt).
Christian
:12945
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