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Problems with installing Sophos Enterprise Console

PeterT

I am attempting to upgrade from Sophos 7.6.2 but am having great trouble installing Sophos Endpoint Security and Control 9.5 on a Windows 2003 Server.

This server is NOT connected to the Internet.

I am using the "sec_45_sfx.exe" executable.

The files are unpacked to a "sec_45" folder and a couple of pre-requisites (Windows Installer and Microsoft.NET 3.5 SP1" are installed. A few reboots occur and at this stage all appears to be going well. Then it gets to the bit where it tries to install the Enterprise Console. I have loads of free disk soace so I selected the "Complete Install" option. Then I chose "Enterprise Admins" as the group who could run the Enterprise Console.

A message was displayed saying SQL Server 2008 is being installed but then I got a message saying : "Wizard was interrupted before Sophos Enterprise Console could be completely installed. Your system has not been modified".

I had a quick look around the system and noticed the following :

  • There was a new service called SQLServer(SOPHOS) but it was not started.
  • If you tried to start the SQLServer(SOPHOS) service it fails and a message says "...refer to service-specific error code 1814".
  • The System Event Log has failure events : Source=Service Control Manager, EventID=7024, Desc=Service specific error 1814 (0x716).
  • Under SQL Server Service Manager I have an entry for "<server-name>\SOPHOS" but it has a red square indicationg the database service is stopped.
  • I have a logfile "Program Files\Sophos\EnterpriseConsole\DB\InstallDB.log" but the only things it says in there are
    Install DB <server-name>\SOPHOS ABCD SOPHOS45 InstallDB.log
    Started
    08/06/2011
    10:39
    [DBMSLPCN] SQL Server does not exist or access denied.
    [DBMSLPCN] ConnectionOpen (Connect())
  • My "Program Files\Microsoft SQL Server\MSSQL10.SOPHOS\MSSQL\DATA" folder contains the following items :
    "master.mdf","mastlog.ldf","model.mdf","modellog.ldf","MSDBData.mdf","MSDBLog.ldf".
  • I do NOT have the following items :
    "MS_AgentSigningCertificate.cer", "SOPHOS45.mdf", "SOPHOS45_log.LDF", "tempdb.mdf", "templog.ldf".

If anybody can advise me on how to proceed from here I would be grateful as at the moment I have no anti-virus protection on the network.

There are a few sql scripts that have been put in the "Program Files\Sophos\EnterpriseConsole\DB" folder that look like they might be useful for creating datbases but I do not really know what they do.

I was logged on as a Domain Administrator when I attempted the installation.

Thanks

               Peter

:13849


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  • 0

    Hi,

    What does SQL have in its log file?  It'll be somewhere like:

    \program files\microsoft sql server\mssql.1\mssql\logs\errorlog

    Regards,

    Jak

    :13859
  • 0

    Hello Jak,

    I found the ERRORLOG (alongside ERRORLOG.1, ....ERRORLOG.6) but to begin with I couldn't open it.

    I had to shut down my BackupExec database which is MS SQL Server 2005 and my Audit Database which is MS SQL Server 2000. Then I could read the ERRORLOG file.

    I couldn't see anything about SOPHOS.

    What sort of thing am I looking for ?

    Thanks

                 Peter

    :13899
  • 0

    Hello Peter,

    is there a \Program Files\Microsoft SQL Server\MSSQL10.SOPHOS\MSSQL\Log folder with one or more ERRORLOGs in it? These should be the ones of interest. Error 1814 usually indicates a problem with the tempdb (just search "the Internet" for  1814 sql error to get some hints).

    Christian

    :13903
  • 0

    Hello Christian,

    I found the \Program Files\Microsoft SQL Server\MSSQL10.SOPHOS\MSSQL\Log\ERRORLOG and compared it with another server I have which is working properly.

    The first few lines of my ERRORLOG look pretty much identical. Some version details and registry startup parameters and something about Lock blocks, Node configuration etc.

    There are a couple of lines about "Recovery is writing a checkpoint in database 'master' " and "Recovery completed for database master" which I have got in the working Server's log but do not have in the server that has got problems. I am not sure how significant this is.

    Then there are some lines which definitely look wrong.

    Just after it says :
    Starting up database 'model'
    Informational : No full-text supported languages found
    Starting up database msdb

    I get the following lines :

    Error 17204, Severity 16, State:1

    FCB : Open failed : Could not open file e:\sql10_main_t\sql\mkmastr\databases\objfre\i386\model.mdf for file number1. OS error:3 (failed to retrieve text for this error. Reason 1815)

    Error 5120, Severity 16, State : 101

    Unable to open the physical file "e:\sql10_main_t\sql\mkmastr\databases\objfre\i386\model.mdf". Operating system error:3 "3 (failed to retrieve text for this error. Reason : 1815)"

    Error 17204, Severity 16, State:1

    FCB : Open failed : Could not open file e:\sql10_main_t\sql\mkmastr\databases\objfre\i386\MSDBData.mdf for file number1. OS error:3 (failed to retrieve text for this error. Reason 1815)

    Any idea what that lot means ?

    Peter

    :13919
  • 0

    HI,

    Searching on Google for:

    model.mdf". Operating system error:3

    shows others have had this problem.

    I assume you don't have an E drive either and the paths are totally bogus.  

    http://social.msdn.microsoft.com/Forums/en-US/sqlgetstarted/thread/146736a6-eb40-4743-ba5b-2e09b53883aa

    links to:

    http://social.msdn.microsoft.com/Forums/en-US/sqlsetupandupgrade/thread/ed4514fa-8d1d-4383-bbdf-fb06bfbad106/

    which might help.

    Regards,

    Jak

    :13941
  • 0

    Hi Jak,

    yes that E drive is totally bogus as you say.

    I have tried uninstalling and re-installing MS SQL Server 2008 Express but that made no difference.

    I notice from the Sophos website that there is now a sec_47. Does that work in the same way as sec_45 ?

    i.e. does it include this MS SQL Server 2008 Express installation ?

    Peter

    :13971
  • 0

    Hi,

    SEC 4.7 also ships with SQL Express 2008.  I assume you are doing a fresh installation so there is nothing to loose on this machine.

    If that's the case, I would try installing SQL Express 2008 R2 http://www.microsoft.com/express/Database/ .  It's not ofically supported with SEC 4.5 and upgrade advisor of SEC 4.7 will complain but you can go on to finish the upgrade advisor and then install 4.7.  I would suggest installing SEC 4.7 anyway, 2008 R2 is supported on this version.

    Regards,

    Jak

    :13975
  • 0

    Hello Jak,

    unfortunately I never found a way around this problem. Once the installation of Sophos Enterprise Console (or more specifically the MS SQL Server 2008 database) had failed there didn't seem any way to untangle the incomplete installation.

    I tried uninstalling / re-installing etc. but nothing I tried seemed to work.

    In the end I re-built the servers from scratch. Put the Windows 2003 SP2 operating system on, then put on Sophos immediately after that and then put on all my other applications.

    It's far from ideal but at least using that method seems to work.

    Peter

    :14373
  • 0

    Hello,

    I'm reviving this thread because I ran into a similar problem on a test system. The install failed near the end, the SOPHOS instance was not completely initialized (could not be accessed although it was running) and then refused to restart. Reinstalling produced the same error and Repair failed for this instance because it basically said that it would only repair an already completely installed instance. As a pre-req had failed no SEC components were installed

    In the MSDN forum entry Jak referred to, a few posts below the one with the second link, there is one referring to Rebuilding System Databases suggesting to run the command

    Setup /QUIET /ACTION=REBUILDDATABASE /INSTANCENAME=InstanceName /SQLSYSADMINACCOUNTS=accounts /[ SAPWD= StrongPassword ]

    from

    C:\Program Files\Microsoft SQL Server\100\Setup Bootstrap\Release

    (or wherever the SQL installation resides). This apparently did it. While I can't guarantee it will solve all similar problems it might be worth a try. Another attempt to install SEC succeeded, the installer happily used the existing instance.

    Christian

    :17231
  • 0

    Hello QC,

    Do you have the log from that testbed system? If so could you send these in and let me know the support ticket please, as I would liek to see if this is something we could replicate within our QA team. Thank you.

    :17289