Download of RMSNT failed

Hello alceryes .

first of all, it is a good idea to determine the nature and cause of an error before (seemingly - excuse me if I'm wrong here, but it looks like) jumping to the conclusion  that an uninstall is appropriate. download of RMSNT failed might for example  just be transient.

Which components can't  you uninstall and what are these errors you see in SEC?

Christian

Thanks for your reply.

The only one of the three components I can uninstall is the 'Remote Administration...'. Both the Anti Virus and Auto Update start to uninstall but then the uninstall box just disappears. The two errors I am seeing in SEC are 'Download of RMSNT failed' and 'Differs from Policy'. Also, on the laptop itself I've got an 'X' on the Sophos shield in the systray and it states 'download of updates failed'.

28 other desktops and laptops that I've pushed the install to (the same way) are all working fine.

Hi, Alceryes,

    First thing i would suggest, is to check what services are running in the task manager, as it may be trying to update and uninstall at the same time, check if there is an msiexec.exe in the process and stop it, I know you have to uninstall each piece of sophos sophos in a particular order, the link escapes me now,  you may do a search for it. Is there a firewall running on the laptop.

  If you do get it uninstalled, can you run a manual install from the UNC path.

Yeah, it's auto update first - but I can't even get that far.

No, no other firewall's are on or installed. I can actually push a new install from the server but I always end up with the errors I listed above so I don't think the UNC install will work. I think I need to do a manual uninstall of everything before I try to push the install again. Problem is that I can't find any steps (or a tool) to perform the uninstall.

Hello alceryes ,

putting aside the uninstall for the moment. That you get an alert about RMS download failed (and the fact you can uninstall it)  indicates that RMS has been installed and is working. Only later it fails to download just this component (but can inform SEC of this fact so RMS is still working). Is there a specific error in the Updating Log? A more detailed reason might be in the ALUpdate logs (%ProgramData%\Sophos\AutoUpdate\Logs). I don't think that an uninstall would solve the issue.

As for differs from policy - could you please check which policy (or policies) differ?

Christian

Thanks QC. I think the 'differs from policy' is because the update is failing (Sophos has the 'X') on the laptop. I'm trying to get a hold of the logs to look through and post...stay tuned...