Thread Info
  • State Not Answered
  • Locked Locked
  • Replies 7 replies
  • Subscribers 1 subscriber
  • Views 16849 views
  • Users 0 members are here
Options
Suggested
This discussion has been locked.
You can no longer post new replies to this discussion. If you have a question you can start a new discussion

Upgrade from Endpoint 10.0 to 10.3 fail

jsfrenette

Hello,

I'm currently moving from V10.0 channel to the recommended update channel. Through this move, a new engine is installed. I'm having error on many computer, code is 00000067. This code is generic but the message say "unable to uninstall older version".

When checking the log, I get this:

Code:
2014-11-17 13:51:05 Info: Uninstall old SAV
2014-11-17 13:51:05 Info: Running Uninstall of previous version using command line: msiexec.exe /x {9ACB414D-9347-40B6-A453-5EFB2DB59DFA} REBOOT=ReallySuppress /qn UNINSTALLDRIVERS=1 UNINSTALLCLASSFILTER=0 UNINSTALLBOOTDRIVERS=1 UNINSTALLKMSDRIVERS=1 CHECKFORSCF=0  INSTALLINGVERSION="10.3.11" /Lvp "C:\WINDOWS\TEMP\Sophos Anti-Virus Uninstall log.txt"
2014-11-17 13:51:05 Info: Finished waiting for Uninstallation of previous version. Status returned was 0l.
2014-11-17 13:51:05 Info: Detected version of SAV has major version number: 10
2014-11-17 13:51:05 ERROR: Uninstall of SAV, version = 10, succeeded but IsSAVInstalled is true (10).
2014-11-17 13:51:05 Info: Restore user groups
2014-11-17 13:51:05 Warning: Failed to rename a temp group, continuing (0x80004005)
2014-11-17 13:51:05 ERROR: Upgrade failure
2014-11-17 13:51:05 Info: Set Update Failed

Is there a way to fix that? Thank you

:54775


This thread was automatically locked due to age.
Parents
  • 0

    Hello jsfrenette,

    please check the uninstall log (C:\WINDOWS\TEMP\Sophos Anti-Virus Uninstall log.txt). I have seen a few cases where the uninstall source couldn't be found. Normally it uses the cached package in C:\WINDOWS\Installer\. If it is missing, the uninstall fails.

    If you can't find an appropriate .msi (must match the 10.0 install on the problem machines) on another computer (you can change the name) then the Fix It tool might help. Revert the Endpoint to the 10.0 updating policy and wait for a successful install. Disable AutoUpdate. Use the tool to "uninstall" (actually it just removes the Installer information) Sophos Anti-Virus. Enable AutoUpdate - this should reinstall 10.0 and cache the .msi. After that the upgrade should work.

    Christian

    :54783
Reply
  • 0

    Hello jsfrenette,

    please check the uninstall log (C:\WINDOWS\TEMP\Sophos Anti-Virus Uninstall log.txt). I have seen a few cases where the uninstall source couldn't be found. Normally it uses the cached package in C:\WINDOWS\Installer\. If it is missing, the uninstall fails.

    If you can't find an appropriate .msi (must match the 10.0 install on the problem machines) on another computer (you can change the name) then the Fix It tool might help. Revert the Endpoint to the 10.0 updating policy and wait for a successful install. Disable AutoUpdate. Use the tool to "uninstall" (actually it just removes the Installer information) Sophos Anti-Virus. Enable AutoUpdate - this should reinstall 10.0 and cache the .msi. After that the upgrade should work.

    Christian

    :54783
Children
No Data