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Sophos won't install

jamesd3rd

I'm unable to install v9.7 of Endpoint protection.  I don't understnad the various log files so I'm hoping someone here can make sense of them.  Also there is no Sophos Anti-Virus sub-directory created in the c:\program files\sophos directory and the UI won't launch.

The Install log is much too long to post.

The Custom Actions log:

2012-09-20 21:38:59 Starting competitor detection...
2012-09-20 21:38:59 Enumerating competitor uninstall keys...
2012-09-20 21:38:59 PROCESSOR_ARCHITECTURE environment variable is: x86
2012-09-20 21:39:03 Boot driver: not installed.
2012-09-20 21:39:03 Setting class filter present property to: 0
2012-09-20 21:39:04 PROCESSOR_ARCHITECTURE environment variable is: x86
2012-09-20 21:39:09 Unable to create an instance of ComponentManager - SystemInformation will not be informed of the update
2012-09-20 21:39:09 CloseSavMainWindow: failed to open Software\Sophos\SAVUI 2
2012-09-20 21:39:09 RestoreMovedFiles(): Unexpected error 0x00000003 when looking for temporary files
2012-09-20 21:39:12 Unable to create an instance of ComponentManager - SystemInformation cannot be informed of end of update

:32023


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  • 0

    Hello jamesd3rd,

    I can't make much sense of this snippet and I assume the initial error is recorded somewhere else. Please search the install log for Return value 3 and have a look (and post them here) at the preceding lines which should at east give a hint what and/or where the failure occurred.  

    Christian

    :32047
  • 0

    How far above the Return Value 3 should would you need to see?

    :32143
  • 0

    Usually no more than a dozen or so.

    Christian

    :32147
  • 0
    QC wrote:

    Usually no more than a dozen or so.

    Christian

    Will do. Stand by.  I'll have to go up to th offending system.

    :32421
  • 0
    QC wrote:

    Usually no more than a dozen or so.

    Christian

    Actually there are two locations.  I didn't realize that the original install log gets replaced periodically.  When I went to the computer, last night's timestamp had been overwritten by I guess what appears to be attempts by Sophos to update thise morning.  I don't if thise will be of any use.

    MSI (s) (E0:68) [08:44:26:231]: Executing op: ComponentRegister(ComponentId={9F9F5795-BF8F-4FF3-9E12-7AA4BA31AC0D},KeyPath=C:\Program Files\Sophos\Sophos Anti-Virus\ThreatDetection.dll,State=3,,Disk=1,SharedDllRefCount=1,BinaryType=0)
    MSI (s) (E0:68) [08:44:26:231]: Executing op: ComponentRegister(ComponentId={E5EB5509-3611-458A-BE68-3477BF3D96CB},KeyPath=C:\Program Files\Sophos\Sophos Anti-Virus\ThreatManagement.dll,State=3,,Disk=1,SharedDllRefCount=0,BinaryType=0)
    MSI (s) (E0:68) [08:44:26:231]: Executing op: ComponentRegister(ComponentId={09FFDB10-614F-4899-82E8-85A7D8BFA32A},KeyPath=C:\Program Files\Sophos\Sophos Anti-Virus\Translators.dll,State=3,,Disk=1,SharedDllRefCount=0,BinaryType=0)
    MSI (s) (E0:68) [08:44:26:231]: Executing op: ComponentRegister(ComponentId={EE6DC968-0EAA-48C0-9923-CF97A3C32CE3},KeyPath=C:\Program Files\Sophos\Sophos Anti-Virus\VirusDetection.dll,State=3,,Disk=1,SharedDllRefCount=1,BinaryType=0)
    MSI (s) (E0:68) [08:44:26:231]: Executing op: ComponentRegister(ComponentId={3630E612-875A-427A-8A2A-2708A9B24393},KeyPath=C:\Program Files\Sophos\Sophos Anti-Virus\Web Intelligence\swi_lsp_install_wrapper.exe,State=3,,Disk=1,SharedDllRefCount=0,BinaryType=0)
    MSI (s) (E0:68) [08:44:26:231]: Executing op: ComponentRegister(ComponentId={B260B550-613B-475D-8522-48117AFAC5A1},KeyPath=C:\Program Files\Sophos\Sophos Anti-Virus\Web Intelligence\swi_lsp_installer.exe,State=3,,Disk=1,SharedDllRefCount=0,BinaryType=0)
    MSI (s) (E0:68) [08:44:26:231]: Executing op: ActionStart(Name=SwiService_dereg.11DACB83_28A7_4FA6_AF5B_C006E340C101,,)
    MSI (s) (E0:68) [08:44:26:231]: Executing op: CustomActionSchedule(Action=SwiService_dereg.11DACB83_28A7_4FA6_AF5B_C006E340C101,ActionType=1058,Source=C:\Program Files\Sophos\Sophos Anti-Virus\Web Intelligence\,Target="C:\Program Files\Sophos\Sophos Anti-Virus\Web Intelligence\swi_service.exe" /unregisterService,)
    MSI (s) (E0:68) [08:44:26:231]: Note: 1: 1721 2: SwiService_dereg.11DACB83_28A7_4FA6_AF5B_C006E340C101 3: C:\Program Files\Sophos\Sophos Anti-Virus\Web Intelligence\ 4: "C:\Program Files\Sophos\Sophos Anti-Virus\Web Intelligence\swi_service.exe" /unregisterService
    MSI (s) (E0:68) [08:44:26:231]: Product: Sophos Anti-Virus -- Error 1721.There is a problem with this Windows Installer package. A program required for this install to complete could not be run. Contact your support personnel or package vendor. Action: SwiService_dereg.11DACB83_28A7_4FA6_AF5B_C006E340C101, location: C:\Program Files\Sophos\Sophos Anti-Virus\Web Intelligence\, command: "C:\Program Files\Sophos\Sophos Anti-Virus\Web Intelligence\swi_service.exe" /unregisterService

    MSI (s) (E0:68) [08:44:26:231]: User policy value 'DisableRollback' is 0
    MSI (s) (E0:68) [08:44:26:231]: Machine policy value 'DisableRollback' is 0
    Action ended 8:44:26: InstallFinalize. Return value 3.


    MSI (s) (E0:68) [08:44:26:293]: Executing op: ActionStart(Name=CloseSavMainWindow,,)
    MSI (s) (E0:68) [08:44:26:293]: Executing op: ActionStart(Name=SetUpdateBegin,,)
    MSI (s) (E0:68) [08:44:26:293]: Executing op: ActionStart(Name=RunErrorScript,,)
    MSI (s) (E0:68) [08:44:26:293]: Executing op: CustomActionRollback(Action=RunErrorScript,ActionType=1345,Source=BinaryData,Target=RunErrorScripts,CustomActionData="C:\Program Files\Sophos\Sophos Anti-Virus\""C:\ProgramData\Sophos\AutoUpdate\cache\savxp\""9.7.7")
    MSI (s) (E0:88) [08:44:26:293]: Invoking remote custom action. DLL: C:\Windows\Installer\MSIFF9C.tmp, Entrypoint: RunErrorScripts
    MSI (s) (E0:68) [08:44:26:309]: Executing op: ActionStart(Name=CheckRegForNullDACLs,,)
    MSI (s) (E0:68) [08:44:26:309]: Executing op: ActionStart(Name=RestoreMovedFiles,,)
    MSI (s) (E0:68) [08:44:26:309]: Executing op: CustomActionRollback(Action=RestoreMovedFiles,ActionType=1281,Source=BinaryData,Target=RestoreMovedFiles,CustomActionData=C:\Program Files\Sophos\Sophos Anti-Virus\)
    MSI (s) (E0:E4) [08:44:26:324]: Invoking remote custom action. DLL: C:\Windows\Installer\MSIFFAD.tmp, Entrypoint: RestoreMovedFiles
    MSI (s) (E0:68) [08:44:26:340]: Executing op: ActionStart(Name=SetUpdateFailed,,)
    MSI (s) (E0:68) [08:44:26:340]: Executing op: CustomActionRollback(Action=SetUpdateFailed,ActionType=1281,Source=BinaryData,Target=SetUpdateFailed,)
    MSI (s) (E0:1C) [08:44:26:340]: Invoking remote custom action. DLL: C:\Windows\Installer\MSIFFCD.tmp, Entrypoint: SetUpdateFailed
    MSI (s) (E0:68) [08:44:26:371]: Executing op: End(Checksum=0,ProgressTotalHDWord=0,ProgressTotalLDWord=0)
    MSI (s) (E0:68) [08:44:26:371]: Error in rollback skipped. Return: 5
    MSI (s) (E0:68) [08:44:26:371]: Note: 1: 2318 2:
    MSI (s) (E0:68) [08:44:26:371]: No System Restore sequence number for this installation.
    MSI (s) (E0:68) [08:44:26:371]: Unlocking Server
    MSI (s) (E0:68) [08:44:26:465]: PROPERTY CHANGE: Deleting UpdateStarted property. Its current value is '1'.
    Action ended 8:44:26: INSTALL. Return value 3.

    :32453
  • 0
    MawfTech wrote:

    Have you seen this article: http://www.sophos.com/en-us/support/knowledgebase/117014.aspx?

    Might fix this issue James.

    Matt

    That's not a practical solution because we don't maintain the Sophos server.  It's maintained by the organization the provides various internet services. I have no access to the update share. I downloaded the same installer on another computer and it ran just fine.  I guess I could try downloading it again.  There have been times when the self-extracting file didn't download right.  I'm not sure if it will resolve anything because I also tried installing it using a SAV9x install package and got the same result.

    :32469
  • 0

    ah yes, but it looks like from your log, it's calling this package to uninstall before installing the next package. So just placing a copy of the package in the appropriate location might let it get through this stage.

    Matt

    :32485
  • 0
    MawfTech wrote:

    ah yes, but it looks like from your log, it's calling this package to uninstall before installing the next package. So just placing a copy of the package in the appropriate location might let it get through this stage.

    Matt

    Where in the log file is that identified.  It's all so cryptic to me.

    So maybe I can copy the entire Sophos directory from a functioning system with the same OS and fool it into thinking it has the necessary items?

    :32501
  • 0

    Hello James

    jamesd3rd wrote:

    CustomActionSchedule(Action=SwiService_dereg.11DACB83_28A7_4FA6_AF5B_C006E340C101,ActionType=1058,Source=C:\Program Files\Sophos\Sophos Anti-Virus\Web Intelligence\,Target="C:\Program Files\Sophos\Sophos Anti-Virus\Web Intelligence\swi_service.exe" /unregisterService,)

    MSI (s) (E0:68) [08:44:26:231]: Note: 1: 1721 2: SwiService_dereg.11DACB83_28A7_4FA6_AF5B_C006E340C101 3: C:\Program Files\Sophos\Sophos Anti-Virus\Web Intelligence\ 4: "C:\Program Files\Sophos\Sophos Anti-Virus\Web Intelligence\swi_service.exe" /unregisterService
    MSI (s) (E0:68) [08:44:26:231]: Product: Sophos Anti-Virus -- Error 1721.There is a problem with this Windows Installer package. A program required for this install to complete could not be run. Contact your support personnel or package vendor. Action: SwiService_dereg.11DACB83_28A7_4FA6_AF5B_C006E340C101, location: C:\Program Files\Sophos\Sophos Anti-Virus\Web Intelligence\, command: "C:\Program Files\Sophos\Sophos Anti-Virus\Web Intelligence\swi_service.exe" /unregisterService

    MSI (s) (E0:68) [08:44:26:231]: User policy value 'DisableRollback' is 0
    MSI (s) (E0:68) [08:44:26:231]: Machine policy value 'DisableRollback' is 0
    Action ended 8:44:26: InstallFinalize. Return value 3.

    Does the swi_service.exe exist? If not copy it  from either the AutoUpdate cache (if it exists) or another machine. This could do it.

    Christian

    :32525