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SEC 5.1 to 5.2 Upgrade Failed

bhx90

Hi,

I sucessfully upgraded from SEC 4.5 to 5.1 without issue and now I'm trying to go to 5.2.

The DB is on a separate server and the DB upgrade ran successfully.

I'm now trying to run the upgrade on the SEC server and the install fails at the server32.msi.

This is the end of the server32.msi log file

Property(S): DATABASE = C:\WINDOWS\Installer\1868f6.msi
Property(S): OriginalDatabase = C:\sec_52\ServerInstaller\Server32.msi
Property(S): UILevel = 2
Property(S): Preselected = 1
Property(S): ACTION = INSTALL
Property(S): DB_UPGRADE_VERSION.E96667BC_B851_472E_B9EA_5E2B142E3BFA = 51
Property(S): HASIIS4 = 1
Property(S): HASWEBSERVER = 1
Property(S): IEVERSION = 800
Property(S): OSSupportSxS = 1
Property(S): ASPNET = 4.0.30319.0
Property(S): AspNetVersionRequirementMet = 1
Property(S): DotNetFrameworkVersionRequirementMet = 1
Property(S): ROOTDRIVE = C:Property(S): CostingComplete = 1
Property(S): CRYSTALREDIRECTIONNUMBER = 2
Property(S): OutOfDiskSpace = 0
Property(S): OutOfNoRbDiskSpace = 0
Property(S): PrimaryVolumeSpaceAvailable = 0
Property(S): PrimaryVolumeSpaceRequired = 0
Property(S): PrimaryVolumeSpaceRemaining = 0
Property(S): INSTALLLEVEL = 1
MSI (s) (9C:D0) [19:30:09:490]: Note: 1: 1708 
MSI (s) (9C:D0) [19:30:09:490]: Product: Sophos Management Server -- Installation failed.

MSI (s) (9C:D0) [19:30:09:490]: Windows Installer installed the product. Product Name: Sophos Management Server. Product Version: 5.2.0. Product Language: 1033. Installation success or error status: 1603.

MSI (s) (9C:D0) [19:30:09:490]: Cleaning up uninstalled install packages, if any exist
MSI (s) (9C:D0) [19:30:09:490]: MainEngineThread is returning 1603
MSI (s) (9C:04) [19:30:09:599]: No System Restore sequence number for this installation.
=== Logging stopped: 31/01/2013  19:30:09 ===

And this is the end of the bootstrapper log file

31/01/2013 19:22:00, INFO : Start state: Idle
31/01/2013 19:22:00, INFO : Deactivate state: Idle
31/01/2013 19:22:00, INFO : Activate state: Installing
31/01/2013 19:22:00, INFO : Verifying files in folder
31/01/2013 19:22:00, INFO : Target folder verification completed successfully
31/01/2013 19:22:00, INFO : Copied SmAgentAPI.dll from C:\sec_52\ServerInstaller\pre-reqs\SmAgent\SmAgentAPI.dll into C:\Program Files\Business Objects\BusinessObjects Enterprise 11\win32_x86\plugins\auth\secLDAP\SmAgentAPI.dll
31/01/2013 19:22:00, INFO : Verifying files in folder
31/01/2013 19:22:03, INFO : Target folder verification completed successfully
31/01/2013 19:22:03, INFO : About to install Server32.msi
31/01/2013 19:30:01, INFO : Processing INSTALLMESSAGE_ERROR or INSTALLMESSAGE_FATALEXIT message from MSI
31/01/2013 19:30:01, INFO : Deactivate state: Installing
31/01/2013 19:30:01, INFO : Activate state: Failing
31/01/2013 19:30:09, INFO : Installation of Server32.msi failed with error code: 1603
31/01/2013 19:30:09, INFO : Ended installing Server32.msi
31/01/2013 19:30:11, INFO : Installation failed with error code: 1603
31/01/2013 19:30:11, INFO : Deactivate state: Failing
31/01/2013 19:30:11, INFO : Activate state: Failed
31/01/2013 19:30:11, INFO : Entered Installation failed page.
31/01/2013 19:31:45, INFO : Opening logs folder: C:\Documents and Settings\All Users\Application Data\Sophos\Management Installer

Can anyone suggest away to resolve this?

Thanks

Phil

:37303


This thread was automatically locked due to age.
  • 0

    Hi,

    Can you search through the server msi log for the text:

    Return Value 3

    Then paste here 20 lines above it.

    Regards,

    Jak

    :37309
  • 0

    Hi Jak,

    Here you go.

    MSI (s) (9C:74) [19:25:26:995]: Executing op: ActionStart(Name=StopServices,Description=Stopping services,Template=Service: [1])
StopService:  Service SGNBusinessLogicService was not found.
MSI (s) (9C:74) [19:25:26:995]: Executing op: ProgressTotal(Total=7,Type=1,ByteEquivalent=1300000)
MSI (s) (9C:74) [19:25:26:995]: Executing op: ServiceControl(,Name=Sophos Certification Manager,Action=2,Wait=0,)
MSI (s) (9C:74) [19:25:26:995]: Executing op: ActionStart(Name=CheckRunning.A42953EB_3852_4E7A_82AB_8C060787C9A7,,)
MSI (s) (9C:74) [19:25:26:995]: Executing op: CustomActionSchedule(Action=CheckRunning.A42953EB_3852_4E7A_82AB_8C060787C9A7,ActionType=3073,Source=BinaryData,Target=WaitForServicesExit,CustomActionData=RouterNT.exe;ManagementAgentNT.exe;AutoUpdateAgentNT.exe;EMLibUpdateAgentNT.exe;ManagementAgent;EMLibUpdateAgen)
MSI (s) (9C:EC) [19:25:26:995]: Invoking remote custom action. DLL: C:\WINDOWS\Installer\MSI6A.tmp, Entrypoint: WaitForServicesExit
MSI (s) (9C:D8) [19:25:26:995]: Generating random cookie.
MSI (s) (9C:D8) [19:25:27:010]: Created Custom Action Server with PID 4064 (0xFE0).
MSI (s) (9C:E0) [19:25:27:042]: Running as a service.
MSI (s) (9C:E0) [19:25:27:042]: Hello, I'm your 32bit Elevated custom action server.
MSI (s) (9C:74) [19:25:57:072]: Executing op: ActionStart(Name=RestartWebServices.9CED35E4_C9E6_11D3_9833_00A0C9DA4FE9,,)
MSI (s) (9C:74) [19:25:57:072]: Executing op: CustomActionSchedule(Action=RestartWebServices.9CED35E4_C9E6_11D3_9833_00A0C9DA4FE9,ActionType=1281,Source=BinaryData,Target=RestartWebServices,CustomActionData=C:\DOCUME~1\ADMINI~1.SHO\LOCALS~1\Temp\cr8.tmp)
MSI (s) (9C:74) [19:25:57:072]: Executing op: ActionStart(Name=UnConfigureWebServices.9CED35E4_C9E6_11D3_9833_00A0C9DA4FE9,Description=Stopping Web Services for configuration,)
MSI (s) (9C:74) [19:25:57:088]: Executing op: CustomActionSchedule(Action=UnConfigureWebServices.9CED35E4_C9E6_11D3_9833_00A0C9DA4FE9,ActionType=1089,Source=BinaryData,Target=UnConfigureWebServices,CustomActionData=C:\DOCUME~1\ADMINI~1.SHO\LOCALS~1\Temp\cr8.tmp)
MSI (s) (9C:88) [19:25:57:088]: Invoking remote custom action. DLL: C:\WINDOWS\Installer\MSI6B.tmp, Entrypoint: UnConfigureWebServices
31/01/2013, 19:25:57: C:\DOCUME~1\ADMINI~1.SHO\LOCALS~1\Temp\cr8.tmp
31/01/2013, 19:25:57: No web components to uninstall
31/01/2013, 19:25:57: UseProgressTime: 3000000 ticks
MSI (s) (9C:74) [19:25:57:119]: Executing op: ActionStart(Name=DeleteServices,Description=Deleting services,Template=Service: [1])
MSI (s) (9C:74) [19:25:57:119]: Executing op: ProgressTotal(Total=7,Type=1,ByteEquivalent=1300000)
MSI (s) (9C:74) [19:25:57:119]: Executing op: ServiceControl(,Name=SophosPatchEndpointCommunicator,Action=8,Wait=1,)
MSI (s) (9C:74) [19:25:57:135]: Executing op: ServiceControl(,Name=SophosPatchOrchestratorService,Action=8,Wait=1,)
MSI (s) (9C:74) [19:25:57:182]: Executing op: ServiceControl(,Name=SophosPatchServerCommunicator,Action=8,Wait=1,)
MSI (s) (9C:74) [19:25:57:244]: Executing op: ServiceControl(,Name=Sophos Management Service,Action=8,Wait=1,)
MSI (s) (9C:74) [19:30:01:505]: Product: Sophos Management Server -- Error 1922. Service 'Sophos Management Service' (Sophos Management Service) could not be deleted.  Verify that you have sufficient privileges to remove system services.

MSI (s) (9C:74) [19:30:01:505]: User policy value 'DisableRollback' is 0
MSI (s) (9C:74) [19:30:01:505]: Machine policy value 'DisableRollback' is 0
MSI (s) (9C:74) [19:30:01:521]: Executing op: Header(Signature=1397708873,Version=405,Timestamp=1111464684,LangId=1033,Platform=0,ScriptType=2,ScriptMajorVersion=21,ScriptMinorVersion=4,ScriptAttributes=1)
MSI (s) (9C:74) [19:30:01:521]: Executing op: DialogInfo(Type=0,Argument=1033)
MSI (s) (9C:74) [19:30:01:521]: Executing op: DialogInfo(Type=1,Argument=Sophos Management Server)
MSI (s) (9C:74) [19:30:01:521]: Executing op: RollbackInfo(,RollbackAction=Rollback,RollbackDescription=Rolling back action:,RollbackTemplate=[1],CleanupAction=RollbackCleanup,CleanupDescription=Removing backup files,CleanupTemplate=File: [1])
Action ended 19:30:01: InstallExecute. Return value 3.

    Many Thanks

    Phil

    :37325
  • 0

    Thanks,

    It looks like as part of the upgrade to SEC 5.2 it was trying to remove the Sophos Management Service but it could not be stopped or failed to stop in time.

    Could it be that after the upgrade to 5.1, because the server had been down for a while (i.e. services such as the router and management service stopped), all the clients had lots of messages for the server, hence a lot of work for the management service to process at startup.  If there wasn't much time between the upgrade to SEC 5.1 and the attempt to go to 5.2.  Maybe the service was just to busy to stop in time.

    Have you tried rebooting an trying the upgrade again?

    Regards,

    Jak

    :37337
  • 0

    Hi Jak,

    Just re-tried the installation following the suggested reboot.  It still errors and checking the log it is the same problem with the Sophos Management Service - could not be deleted.

    Anthing else I can try?

    Thanks

    Phil

    :37339
  • 0

    What does the command:

    sc queryex "sophos management service"

    Return?

    Also, what state is the installation it in after the rollback?  Can you manually stop and start the service?

    Regards,

    Jak

    :37343
  • 0

    Hi,

    The sc queryex "sophos management service" command returns

    SERVICE_NAME: sophos management service
        TYPE               : 10  WIN32_OWN_PROCESS
        STATE              : 1  STOPPED
                                (NOT_STOPPABLE, NOT_PAUSABLE, IGNORES_SHUTDOWN))

        WIN32_EXIT_CODE    : 0  (0x0)
        SERVICE_EXIT_CODE  : 0  (0x0)
        CHECKPOINT         : 0x0
        WAIT_HINT          : 0x0
        PID                : 0
        FLAGS              :

    I'm able to start and stop the service, but I'm unable to start SEC.  The error is "It was not possible to complete the last operation.

    I guess I'm not deploying updates to my endpoints with the SEC in this condition?

    Thanks

    :37345
  • 0

    The endpoints are probably still getting updates if SUM is still working.  You could check the last time an .ide file was created in the distribution point (\\127.0.0.1\sophosupdate\CIDS\...etc..) or even at a test endpoint in program files directory of Sophos.

    I can only think that there must be an open handle to the servie that is preventing the service being removed.  You could try taking a look at the handles with Process Explorer.

    At the risk of breaking it, you could even try using the SC command line tool to delete the service before attempting an upgrade but you may want to check with Support.   As the installer is unable to delete the service, there is a good chance sc will not be able to either but at least you have a quick check to know when the upgrade is likely to work.

    It might b easier to log a support call so they can examine the logs in full.  They may even request a remote access to take a look.

    Regards,

    Jak

    :37349
  • 0

    Thanks,

    Case logged with Support

    :37363