SEC 4.7 upgrade to SEC 5.0 fail

Hello XM,

the snippet of the log just tells you that the server32.msi has failed. Details of the error should be in the Sophos_server32msi<timestamp>.log. Search for a line containing Return value 3, the reason for the failure should be in the preceding lines.

Christian

Hi Christian,

Thanks your help, i try finded the detalis,please refer below , but when i use SEC 4.7 no this problem, need how to fix?

Action ended 1:26:53: ResetSOPHOS.A42953EB_3852_4E7A_82AB_8C060787C9A70. Return value 1.
MSI (s) (24:B8) [01:26:53:389]: Invoking remote custom action. DLL: C:\Windows\Installer\MSI161D.tmp, Entrypoint: DeobfuscatePassword
Action start 1:26:53: DeobfuscatePassword.
DeobfuscatePassword:  Initialized.
DeobfuscatePassword:  Deobfuscating: OBFUSCATEDSERVERPASSWORD to SERVER_USERNAMEPASSWORD
DeobfuscatePassword:  Error 0x80004005: Standard exception
DeobfuscatePassword:  Error 0x80004005: Exception caught
Action ended 1:26:53: DeobfuscatePassword. Return value 3.
Action ended 1:26:53: INSTALL. Return value 3.

Thanks & Regards

XM

Hello XM,

I suggest you call Support with this information. 0x80004005 is a rather general code and apparently issued by DeobfuscatePassword, run from MSI161D .tmp. Perhaps you can find MSI161Dd.log - although I don't know if it will contain any helpful information. It doesn't look like something which can be solved without help from Sophos.

Christian

HI,

I suspect it's trying to de-obfuscate the password as stored in the registry to enable the management service to connect to the database.  Can you check that under:

hklm\software\[wow6432node]\sophos\EE\Management Tools\DatabaseUser \

That those keys are expected?

If your SQL instance is local to the Sophos Management Service, I.e. everything is installed on the same machine, the management service in SEC 4.x doesn't need to impersonate a user to access the database.  It does in SEC 5. but during the upgrade you will be prompted for a database account.  

So you could, do a backup first of the key to be safe, then delete:

hklm\software\[wow6432node]\sophos\EE\Management Tools\DatabaseUser \

then perform the upgrade.  When installing 5 it will just ask you for the account again.

Regards,

Jak

Hi Jak,

Thanks your help, i will try this method. see if can fix this issue.

Thanks & Regards

XM

Hi Jak,

I am  follow your method can upgraded to 5.0, but now sophos management services cannot start, show error : 0x80004005 : unspecified error. manual click start button same error.i am remember first time install SEC 4.5 use A username, then after changed to B username, the service still can auto strat, then second time upgraded to SEC 4.7 after cannot auto strat, but manual start still can work, but now upgraded to SEC 5.0 cannot work . need how to fix this issue.

Thanks & Regards

Terry

What does it say in the application event log when you attempt to start the service?  There should be an entry from the Sophos Management Service.

Jak

Hi Jak,

When i click start sophos management service , event log will show id 8004.

Initialization failed.

Step: migrating data if necessary

Error: std::runtime_error. Database upgrade failed. please see KBA113946.

Data: ErrorUnexpected.

Thanks & Regards

XM

Hi,

Did that KBA help?

http://www.sophos.com/support/knowledgebase/article/113946.html

Currently it sounds like you probably have your SOPHOS47 database and a SOPHOS50 database.  The SOPHOS50 database doesn't have the new data yet and the upgrade status set to 0.  In this scenario the management service will not start.

I would suggest, following the article.  Which if effect, because you're running an upgrade you need to run:

UpgradeDB.exe -sourceVersion=47 -debug

The tool can be found in: "\program files\sophos\enterprise console\" on a 32-bit machine and "\program files (x86)\sophos\enterprise console\" on 64-bit machine.  

I would suggest opening a command prompt, navigating to the above directory and execute the above command, this way, you'll get to see the feedback.

Regards,

Jak

Hello XM,

the article (Sophos Management service fails to start after uninstalling a previous version of the Enterprise Console) mentioned in the error message suggests you attempt a manual migration of the database (see the linked Using the UpgradeDB.exe tool to upgrade the Sophos database). As SOPHOS47 is your current database (you do have a backup, don't you?) the switch is -sourceVersion=47.

Christian