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Can't update Sophos Protection

stevent

I tried to get Sophos Protection updated but it appeared error that Installation of product SAVXP failed because of an unexpected error.

Here is my trace log:

Trace(2012-Jun-18 11:48:58): ALUpdate started: -ManualUpdate  -NoGUI -RootPath "C:\Program Files\Sophos\AutoUpdate"
Trace(2012-Jun-18 11:48:58): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} has been added.
Trace(2012-Jun-18 11:48:58): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} is not  available from Sophos.
Trace(2012-Jun-18 11:48:58): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} is not  the Spam Rules package.
Trace(2012-Jun-18 11:48:58): Product iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} has not been added.
Trace(2012-Jun-18 11:48:58): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} has been added.
Trace(2012-Jun-18 11:48:58): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is  available from Sophos.
Trace(2012-Jun-18 11:48:58): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is not  the Spam Rules package.
Trace(2012-Jun-18 11:48:58): Product subscription is disabled: iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} action value is:0
Trace(2012-Jun-18 11:48:58): Product iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} has not been added.
Trace(2012-Jun-18 11:48:58): Product iProductData.{3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added.
Trace(2012-Jun-18 11:48:58): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} has been added.
Trace(2012-Jun-18 11:48:58): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  available from Sophos.
Trace(2012-Jun-18 11:48:58): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  the Spam Rules package.
Trace(2012-Jun-18 11:48:58): Computer is a not possible cluster
Trace(2012-Jun-18 11:48:58): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
Trace(2012-Jun-18 11:48:58): ConfigurationImpl, considering PMSR 2.6: PureMessage not installed, PMSR package will not be updated without a subscription
Trace(2012-Jun-18 11:48:58): Considering subscribed products.
Trace(2012-Jun-18 11:48:58): Considering product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
Trace(2012-Jun-18 11:48:58): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} is not already subscribed.
Trace(2012-Jun-18 11:48:58): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} was added to the list.
Trace(2012-Jun-18 11:48:58): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2012-Jun-18 11:48:58): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2012-Jun-18 11:48:58): GenerateCustomerID: complete
Trace(2012-Jun-18 11:48:58): Computer is a not possible cluster
Trace(2012-Jun-18 11:48:58): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
Trace(2012-Jun-18 11:48:58): IPCBase::IPCBase: Connected to shared memory A32951C539924a12B3C8F2FDA5A268E4
Trace(2012-Jun-18 11:48:58): IPCSender::ProcessSend started
Trace(2012-Jun-18 11:48:58): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2012-Jun-18 11:48:58): RMSMessageHandler: ALUpdateStart
Trace(2012-Jun-18 11:48:58): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2012-Jun-18 11:48:58): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2012-Jun-18 11:48:58): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2012-Jun-18 11:48:58): ALUpdate(AutoUpdate.Started):
Trace(2012-Jun-18 11:48:58): UpdateCoordinator::UpdateNow: Entering
Trace(2012-Jun-18 11:48:58): PopulateCache: Entering
Trace(2012-Jun-18 11:48:58): UpdateCoordinator::UpdateNow: About to Sync list of products
Trace(2012-Jun-18 11:48:58): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
Trace(2012-Jun-18 11:48:58): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started:
Trace(2012-Jun-18 11:48:58): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location
Trace(2012-Jun-18 11:48:58): Calling package_source_init
Trace(2012-Jun-18 11:48:58): TrySyncProduct, Calling BeginSync
Trace(2012-Jun-18 11:48:58): Logging on network access user
Trace(2012-Jun-18 11:48:58): Attempting to make a connection to remote machine \\EPCOLSRV107\SophosUpdate\CIDs\S000\SAVSCFXP\
Trace(2012-Jun-18 11:48:58): Connection to remote machine \\EPCOLSRV107\SophosUpdate\CIDs\S000\SAVSCFXP\ successful
Trace(2012-Jun-18 11:48:58): CalculateChecksum. Processing file C:\Program Files\Sophos\AutoUpdate\cache\escdp.dat
Trace(2012-Jun-18 11:48:58): Remote connection over UNC.
Trace(2012-Jun-18 11:48:58): Read file master.upd (Remote).
Trace(2012-Jun-18 11:48:58): Synchronised file root.upd (Local).
Trace(2012-Jun-18 11:48:58): Synchronised file escdp.dat (Local).
Trace(2012-Jun-18 11:48:58): ParseCustomerIDFile: completed: 0
Trace(2012-Jun-18 11:48:58): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92}
Trace(2012-Jun-18 11:48:58): CIDUpdateLocation::SyncProduct - Updating Product: RMSNT
Trace(2012-Jun-18 11:48:58): CIDUpdate(SyncProduct.Start): RMSNT, \\EPCOLSRV107\SophosUpdate\CIDs\S000\SAVSCFXP\
Trace(2012-Jun-18 11:48:58): Checksum found in master.upd matches cached cidsync.upd : 4cb51843. Skipping download
Trace(2012-Jun-18 11:48:58): CIDUpdate(PrimarySuccess):
Trace(2012-Jun-18 11:48:59): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 1
Trace(2012-Jun-18 11:48:59): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 1
Trace(2012-Jun-18 11:48:59): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
Trace(2012-Jun-18 11:48:59): CIDUpdateLocation::SyncProduct - Updating Product: SAVXP
Trace(2012-Jun-18 11:48:59): CIDUpdate(SyncProduct.Start): SAVXP, \\EPCOLSRV107\SophosUpdate\CIDs\S000\SAVSCFXP\
Trace(2012-Jun-18 11:48:59): Checksum found in master.upd matches cached cidsync.upd : 1841efc1. Skipping download
Trace(2012-Jun-18 11:48:59): CIDUpdate(PrimarySuccess):
Trace(2012-Jun-18 11:48:59): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
Trace(2012-Jun-18 11:48:59): CIDUpdateLocation::SyncProduct - Updating Product: Sophos AutoUpdate
Trace(2012-Jun-18 11:48:59): CIDUpdate(SyncProduct.Start): Sophos AutoUpdate, \\EPCOLSRV107\SophosUpdate\CIDs\S000\SAVSCFXP\
Trace(2012-Jun-18 11:48:59): Checksum found in master.upd matches cached cidsync.upd : 3e9e1558. Skipping download
Trace(2012-Jun-18 11:48:59): CIDUpdate(PrimarySuccess):
Trace(2012-Jun-18 11:49:00): ALUpdate(DownloadEnded):
Trace(2012-Jun-18 11:49:00): UpdateCoordinator::UpdateNow: About to Action list of products
Trace(2012-Jun-18 11:49:00): ALUpdate(Action.Skipped): RMSNT
Trace(2012-Jun-18 11:49:00): SetupAction::Execute: Creating thread to install product SAVXP
Trace(2012-Jun-18 11:49:00): SetupAction::Run: Installing Product SAVXP
Trace(2012-Jun-18 11:49:00): ALUpdate(Action.Execute): SAVXP
Trace(2012-Jun-18 11:49:00): SetupAction::Run: Preparing...
Trace(2012-Jun-18 11:49:00): CIDUpdateLocation::Prepare... entered
Trace(2012-Jun-18 11:49:01): CheckManifest completed successfully
Trace(2012-Jun-18 11:49:01): SetupAction::Run: Prepare succeeded
Trace(2012-Jun-18 11:49:01): SetupAction::Execute: Could not create instance of IProductSetup2. Reverting to IProductSetup
Trace(2012-Jun-18 11:49:01): ALUpdate(Install.Failure): SAVXP
Trace(2012-Jun-18 11:49:01): SetupAction::Execute: Thread to install SAVXP returns 0
Trace(2012-Jun-18 11:49:01): ALUpdate(Action.Skipped): Sophos AutoUpdate
Trace(2012-Jun-18 11:49:02): RMSMessageHandler: ALUpdateEnd
Trace(2012-Jun-18 11:49:02): Sending 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>80041f04</Insert></ErrorMessage></Config>
Trace(2012-Jun-18 11:49:02): IPCSender::Write: Writing 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>80041f04</Insert></ErrorMessage></Config>
Trace(2012-Jun-18 11:49:02): IPCSender::ProcessSend: Send 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>80041f04</Insert></ErrorMessage></Config>
Trace(2012-Jun-18 11:49:02): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2012-Jun-18 11:49:03): IPCSender::ProcessSend exiting
Trace(2012-Jun-18 11:54:53): ALUpdate started: -ManualUpdate  -NoGUI -RootPath "C:\Program Files\Sophos\AutoUpdate"
Trace(2012-Jun-18 11:54:53): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} has been added.
Trace(2012-Jun-18 11:54:53): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} is not  available from Sophos.
Trace(2012-Jun-18 11:54:53): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} is not  the Spam Rules package.
Trace(2012-Jun-18 11:54:53): Product iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} has not been added.
Trace(2012-Jun-18 11:54:53): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} has been added.
Trace(2012-Jun-18 11:54:53): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is  available from Sophos.
Trace(2012-Jun-18 11:54:53): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is not  the Spam Rules package.
Trace(2012-Jun-18 11:54:53): Product subscription is disabled: iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} action value is:0
Trace(2012-Jun-18 11:54:53): Product iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} has not been added.
Trace(2012-Jun-18 11:54:53): Product iProductData.{3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added.
Trace(2012-Jun-18 11:54:53): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} has been added.
Trace(2012-Jun-18 11:54:53): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  available from Sophos.
Trace(2012-Jun-18 11:54:53): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  the Spam Rules package.
Trace(2012-Jun-18 11:54:53): Computer is a not possible cluster
Trace(2012-Jun-18 11:54:53): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
Trace(2012-Jun-18 11:54:53): ConfigurationImpl, considering PMSR 2.6: PureMessage not installed, PMSR package will not be updated without a subscription
Trace(2012-Jun-18 11:54:53): Considering subscribed products.
Trace(2012-Jun-18 11:54:53): Considering product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
Trace(2012-Jun-18 11:54:53): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} is not already subscribed.
Trace(2012-Jun-18 11:54:53): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} was added to the list.
Trace(2012-Jun-18 11:54:53): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2012-Jun-18 11:54:53): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2012-Jun-18 11:54:53): GenerateCustomerID: complete
Trace(2012-Jun-18 11:54:53): Computer is a not possible cluster
Trace(2012-Jun-18 11:54:53): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
Trace(2012-Jun-18 11:54:53): IPCBase::IPCBase: Connected to shared memory A32951C539924a12B3C8F2FDA5A268E4
Trace(2012-Jun-18 11:54:53): IPCSender::ProcessSend started
Trace(2012-Jun-18 11:54:53): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2012-Jun-18 11:54:53): RMSMessageHandler: ALUpdateStart
Trace(2012-Jun-18 11:54:53): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2012-Jun-18 11:54:53): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2012-Jun-18 11:54:53): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2012-Jun-18 11:54:53): ALUpdate(AutoUpdate.Started):
Trace(2012-Jun-18 11:54:53): UpdateCoordinator::UpdateNow: Entering
Trace(2012-Jun-18 11:54:53): PopulateCache: Entering
Trace(2012-Jun-18 11:54:53): UpdateCoordinator::UpdateNow: About to Sync list of products
Trace(2012-Jun-18 11:54:53): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
Trace(2012-Jun-18 11:54:53): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started:
Trace(2012-Jun-18 11:54:53): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location
Trace(2012-Jun-18 11:54:53): Calling package_source_init
Trace(2012-Jun-18 11:54:53): TrySyncProduct, Calling BeginSync
Trace(2012-Jun-18 11:54:53): Logging on network access user
Trace(2012-Jun-18 11:54:53): Attempting to make a connection to remote machine \\EPCOLSRV107\SophosUpdate\CIDs\S000\SAVSCFXP\
Trace(2012-Jun-18 11:54:53): Connection to remote machine \\EPCOLSRV107\SophosUpdate\CIDs\S000\SAVSCFXP\ successful
Trace(2012-Jun-18 11:54:53): CalculateChecksum. Processing file C:\Program Files\Sophos\AutoUpdate\cache\escdp.dat
Trace(2012-Jun-18 11:54:53): Remote connection over UNC.
Trace(2012-Jun-18 11:54:53): Read file master.upd (Remote).
Trace(2012-Jun-18 11:54:53): Synchronised file root.upd (Local).
Trace(2012-Jun-18 11:54:53): Synchronised file escdp.dat (Local).
Trace(2012-Jun-18 11:54:53): ParseCustomerIDFile: completed: 0
Trace(2012-Jun-18 11:54:53): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92}
Trace(2012-Jun-18 11:54:53): CIDUpdateLocation::SyncProduct - Updating Product: RMSNT
Trace(2012-Jun-18 11:54:53): CIDUpdate(SyncProduct.Start): RMSNT, \\EPCOLSRV107\SophosUpdate\CIDs\S000\SAVSCFXP\
Trace(2012-Jun-18 11:54:53): Checksum found in master.upd matches cached cidsync.upd : 4cb51843. Skipping download
Trace(2012-Jun-18 11:54:53): CIDUpdate(PrimarySuccess):
Trace(2012-Jun-18 11:54:54): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 1
Trace(2012-Jun-18 11:54:54): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 1
Trace(2012-Jun-18 11:54:54): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
Trace(2012-Jun-18 11:54:54): CIDUpdateLocation::SyncProduct - Updating Product: SAVXP
Trace(2012-Jun-18 11:54:54): CIDUpdate(SyncProduct.Start): SAVXP, \\EPCOLSRV107\SophosUpdate\CIDs\S000\SAVSCFXP\
Trace(2012-Jun-18 11:54:54): Checksum found in master.upd matches cached cidsync.upd : 1841efc1. Skipping download
Trace(2012-Jun-18 11:54:54): CIDUpdate(PrimarySuccess):
Trace(2012-Jun-18 11:54:55): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
Trace(2012-Jun-18 11:54:55): CIDUpdateLocation::SyncProduct - Updating Product: Sophos AutoUpdate
Trace(2012-Jun-18 11:54:55): CIDUpdate(SyncProduct.Start): Sophos AutoUpdate, \\EPCOLSRV107\SophosUpdate\CIDs\S000\SAVSCFXP\
Trace(2012-Jun-18 11:54:55): Checksum found in master.upd matches cached cidsync.upd : 3e9e1558. Skipping download
Trace(2012-Jun-18 11:54:55): CIDUpdate(PrimarySuccess):
Trace(2012-Jun-18 11:54:56): ALUpdate(DownloadEnded):
Trace(2012-Jun-18 11:54:56): UpdateCoordinator::UpdateNow: About to Action list of products
Trace(2012-Jun-18 11:54:56): ALUpdate(Action.Skipped): RMSNT
Trace(2012-Jun-18 11:54:56): SetupAction::Execute: Creating thread to install product SAVXP
Trace(2012-Jun-18 11:54:56): SetupAction::Run: Installing Product SAVXP
Trace(2012-Jun-18 11:54:56): ALUpdate(Action.Execute): SAVXP
Trace(2012-Jun-18 11:54:56): SetupAction::Run: Preparing...
Trace(2012-Jun-18 11:54:56): CIDUpdateLocation::Prepare... entered
Trace(2012-Jun-18 11:54:56): CheckManifest completed successfully
Trace(2012-Jun-18 11:54:56): SetupAction::Run: Prepare succeeded
Trace(2012-Jun-18 11:54:56): SetupAction::Execute: Could not create instance of IProductSetup2. Reverting to IProductSetup
Trace(2012-Jun-18 11:54:56): ALUpdate(Install.Failure): SAVXP
Trace(2012-Jun-18 11:54:56): SetupAction::Execute: Thread to install SAVXP returns 0
Trace(2012-Jun-18 11:54:56): ALUpdate(Action.Skipped): Sophos AutoUpdate
Trace(2012-Jun-18 11:54:57): RMSMessageHandler: ALUpdateEnd
Trace(2012-Jun-18 11:54:57): Sending 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>80041f04</Insert></ErrorMessage></Config>
Trace(2012-Jun-18 11:54:57): IPCSender::Write: Writing 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>80041f04</Insert></ErrorMessage></Config>
Trace(2012-Jun-18 11:54:57): IPCSender::ProcessSend: Send 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>80041f04</Insert></ErrorMessage></Config>
Trace(2012-Jun-18 11:54:57): IPCSender::ProcessSend: No messages in queue, starting to wait

:26033


This thread was automatically locked due to age.
  • 0

    Hi,

    We would need to see the logs from the SAV install, if you look in \Windows\temp there should be 2 for each install attempt of SAV:

    • Sophos Anti-Virus Install Log_[TimeStamp] .txt
    • Sophos Anti-Virus CustomActions Log_[TimeStamp].txt  

    They are a pair, the timestamps should be the same. Hopefully you can make them available using a text/filesharing site.

    Regards,

    Jak

    :26035
  • 0

    Hi,

    I just can see the first one Sophos Anti-Virus Install Log_120618_051033 and the content is:

    2012-06-18 13:10:33 Info: Logging started: installing/upgrading Sophos Anti-Virus
    2012-06-18 13:10:33 Info: InstallFromPath is: C:\Program Files\Sophos\AutoUpdate\cache\savxp\
    2012-06-18 13:10:33 Info: InstallToPath is:
    2012-06-18 13:10:33 Info: Detected version of SAV has major version number: 10
    2012-06-18 13:10:33 Info: Detected version of SAV has minor version number: 0
    2012-06-18 13:10:33 Info: registryInstallTo [overriding InstallToPath] is: C:\Program Files\Sophos\Sophos Anti-Virus\
    2012-06-18 13:10:33 ERROR: Install threw std::exception: FeatureSet(): CoCreateInstance failed

    :26041
  • 0

    HI,

    Well, looking at mine I see the following:
     

    2012-06-18 18:21:43 Info: registryInstallTo [overriding InstallToPath] is: C:\Program Files (x86)\Sophos\Sophos Anti-Virus2012-06-18 18:21:43 Info: SetupPlugin: updateProps.m_MajorUpdate = 0
2012-06-18 18:21:43 Info: SetupPlugin: updateProps.m_DataOnlyUpdate = 1
2012-06-18 18:21:43 Info: SetupPlugin: updateProps.m_OnAccessDriverUpdate = 0
2012-06-18 18:21:43 Info: SetupPlugin: updateProps.m_BootDriverUpdate = 0
2012-06-18 18:21:43 Info: SetupPlugin: updateProps.m_ClassFilterUpdate = 0
2012-06-18 18:21:43 Info: SetupPlugin: updateProps.m_KMSDriverUpdate = 0
2012-06-18 18:21:43 Info: Managed install

     So I assume "FeatureSet" is a method in the setup plugin for SAV?  The SAV setup plugin on a Vista+ machine would be here:

    "C:\ProgramData\Sophos\AutoUpdate\Cache\savxp \setup.dll".

    This setup plugin is loaded by Alupdate.exe (a component of AutoUpdate that actually initiates the download and install of the products) to assist with the install of SAV.

    I can only assume that alupdate.exe is perhaps unable to find/load the file in the above location.

    It might be worth running "Process Monitor" (http://technet.microsoft.com/en-us/sysinternals/bb896645.aspx ), kick off an update, to force an install attempt and see if you can spot alupdate.exe loading this SAV setup.dll file.

    Hope it helps.

    Regards,

    Jak

    :26045
  • 0

    Hi,


    I tried to run process monitor to kick off an update but it seems nothing happens and the update still fail

    :26047
  • 0

    Do you refer to uninstall and reinstall the sophos again?

    :26049
  • 0

    Hi,

    Each time AutoUpdate updates, either on its schedule or if you right click on the shield in the notification tray an choose "Update now", it will check for anything new from the update source and then attempt an install of the products if it has something new or the previous attempt failed.  

    To relaly try and understand why it's failing I would run Process Monitor so it starts capturing, right click on the shield and choose "Update now".  Once SAV has failed to install you should stop Process Monitor capuring.  You can then search in the results (top to bottom) for setup.dll.  With the install log open (to help match up the times) you should be able to see if Alupdate.exe is able to load setup.dll from the savxp cache location and it if exists.

    If the above approach doesn't get you anywhere and you're a local admin you could try uninstalling SAV, SAU and RMS (appwiz.cpl), reboot and then run:

     \\EPCOLSRV107\SophosUpdate\CIDs\S000\SAVSCFXP\setup.exe 

    To initiate a new installation.  This might just work but why will remain a mystery but then sometimes it doesn't always matter :).

    Hope that's helpful.

    Regards,

    Jak

    :26051