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

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

This thread was automatically locked due to age.

Parents

0 jsfrenette over 10 years ago

I've checked and there's no msi in the folder c:\windows\installer\{9ACB414D-9347-40B6-A453-5EFB2DB59DFA}. Looking at other computer that haven't received the update yet, they don't have it either. Just a bunch of shortcut and 2 .exe (arpproduction.exe and MainGUIShortcut1.exe".

The uninstall log doesn't say much:

=== Verbose logging started: 2014-11-18  08:32:07  Build type: SHIP UNICODE 5.00.7601.00  Calling process: C:\WINDOWS\SysWOW64\msiexec.exe ===
MSI (c) (FC:C0) [08:32:07:330]: Resetting cached policy values
MSI (c) (FC:C0) [08:32:07:330]: Machine policy value 'Debug' is 0
MSI (c) (FC:C0) [08:32:07:330]: ******* RunEngine:
           ******* Product: {9ACB414D-9347-40B6-A453-5EFB2DB59DFA}
           ******* Action: 
           ******* CommandLine: **********
MSI (c) (FC:C0) [08:32:07:330]: Client-side and UI is none or basic: Running entire install on the server.
MSI (c) (FC:C0) [08:32:07:330]: Grabbed execution mutex.
MSI (c) (FC:C0) [08:32:07:340]: Cloaking enabled.
MSI (c) (FC:C0) [08:32:07:340]: Attempting to enable all disabled privileges before calling Install on Server
MSI (c) (FC:C0) [08:32:07:340]: Incrementing counter to disable shutdown. Counter after increment: 0
MSI (c) (FC:C0) [08:32:07:340]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied.  Counter after decrement: -1
MSI (c) (FC:C0) [08:32:07:340]: MainEngineThread is returning 1618
=== Verbose logging stopped: 2014-11-18  08:32:07 ===

and that's from Sophos Anti-Virus Major Install Log

2014-11-18 08:32:05 Info: Logging started: installing/upgrading Sophos Anti-Virus
2014-11-18 08:32:05 Info: InstallFromPath is: C:\ProgramData\Sophos\AutoUpdate\cache\savxp2014-11-18 08:32:05 Info: InstallToPath is: 
2014-11-18 08:32:05 Info: Detected version of SAV has major version number: 10
2014-11-18 08:32:05 Info: Detected version of SAV has minor version number: 0
2014-11-18 08:32:05 Info: registryInstallTo [overriding InstallToPath] is: C:\Program Files (x86)\Sophos\Sophos Anti-Virus2014-11-18 08:32:05 Checking for problem versions of SAVI - Install path:C:\Program Files (x86)\Sophos\Sophos Anti-Virus2014-11-18 08:32:05 Veex.dll version '3.55.0.2163'
2014-11-18 08:32:05 INFO: Checking the validity of the VDL manifest file.
2014-11-18 08:32:05 INFO: The manifest file has been successfully validated.
2014-11-18 08:32:05 Info: Error parsing catalogue file - doing a full update
2014-11-18 08:32:05 PROCESSOR_ARCHITECTURE environment variable is: AMD64
2014-11-18 08:32:05 CompareDriverVersions: savonaccessdriv.inf old: 3.21.10.299(01/27/2012) new: 3.23.0.0(06/07/2013)
2014-11-18 08:32:05 CompareDriverVersions: sophosbootdriver.inf old: 1.0.0.101(05/22/2008) new: 1.1.0.0(06/07/2013)
2014-11-18 08:32:05 CompareDriverVersions: sdcfilter.inf old: 1.1.0.274(05/23/2011) new: 1.2.0.0(06/07/2013)
2014-11-18 08:32:05 Info: Managed install
2014-11-18 08:32:05 Info: Performing major update of Sophos Anti-Virus using msi.
2014-11-18 08:32:05 Info: Update is signalled.
2014-11-18 08:32:05 In KB2918614Workaround().
2014-11-18 08:32:05 Leaving KB2918614Workaround().
2014-11-18 08:32:06 Product code of SAV currently installed: {9ACB414D-9347-40B6-A453-5EFB2DB59DFA}
2014-11-18 08:32:06 Product code of SAV to be installed:     {D929B3B5-56C6-46CC-B3A3-A1A784CBB8E4}
2014-11-18 08:32:06 ProductCode change detected
2014-11-18 08:32:06 Info: Detected an older version of SAV, version 10. Doing a major update.
2014-11-18 08:32:06 Info: Set Update Begin
2014-11-18 08:32:06 Info: Stop SAVService
2014-11-18 08:32:06 Info: Convert boot tasks
2014-11-18 08:32:06 Info: CopyFilesToTemp
2014-11-18 08:32:06 Info: Rename user groups
2014-11-18 08:32:06 INFO: Copy group SophosAdministrator to SophosAdministratorTmpRn
2014-11-18 08:32:06 INFO: Copy group SophosPowerUser to SophosPowerUserTmpRn
2014-11-18 08:32:07 INFO: Copy group SophosOnAccess to SophosOnAccessTmpRn
2014-11-18 08:32:07 INFO: Copy group SophosUser to SophosUserTmpRn
2014-11-18 08:32:07 Info: Uninstall old SAV
2014-11-18 08:32:07 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"
2014-11-18 08:32:07 Info: Finished waiting for Uninstallation of previous version. Status returned was 0l.
2014-11-18 08:32:07 Info: Detected version of SAV has major version number: 10
2014-11-18 08:32:07 ERROR: Uninstall of SAV, version = 10, succeeded but IsSAVInstalled is true (10).
2014-11-18 08:32:07 Info: Restore user groups
2014-11-18 08:32:07 Warning: Failed to rename a temp group, continuing (0x80004005)
2014-11-18 08:32:07 ERROR: Upgrade failure
2014-11-18 08:32:07 Info: Set Update Failed

I'm in the process of changing the version to v10 like it was before. Right now, the computer have sophos installed but disabled, and we can't enabled it.

Thank you

Reply

0 jsfrenette over 10 years ago

The uninstall log doesn't say much:

=== Verbose logging started: 2014-11-18  08:32:07  Build type: SHIP UNICODE 5.00.7601.00  Calling process: C:\WINDOWS\SysWOW64\msiexec.exe ===
MSI (c) (FC:C0) [08:32:07:330]: Resetting cached policy values
MSI (c) (FC:C0) [08:32:07:330]: Machine policy value 'Debug' is 0
MSI (c) (FC:C0) [08:32:07:330]: ******* RunEngine:
           ******* Product: {9ACB414D-9347-40B6-A453-5EFB2DB59DFA}
           ******* Action: 
           ******* CommandLine: **********
MSI (c) (FC:C0) [08:32:07:330]: Client-side and UI is none or basic: Running entire install on the server.
MSI (c) (FC:C0) [08:32:07:330]: Grabbed execution mutex.
MSI (c) (FC:C0) [08:32:07:340]: Cloaking enabled.
MSI (c) (FC:C0) [08:32:07:340]: Attempting to enable all disabled privileges before calling Install on Server
MSI (c) (FC:C0) [08:32:07:340]: Incrementing counter to disable shutdown. Counter after increment: 0
MSI (c) (FC:C0) [08:32:07:340]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied.  Counter after decrement: -1
MSI (c) (FC:C0) [08:32:07:340]: MainEngineThread is returning 1618
=== Verbose logging stopped: 2014-11-18  08:32:07 ===

and that's from Sophos Anti-Virus Major Install Log

2014-11-18 08:32:05 Info: Logging started: installing/upgrading Sophos Anti-Virus
2014-11-18 08:32:05 Info: InstallFromPath is: C:\ProgramData\Sophos\AutoUpdate\cache\savxp2014-11-18 08:32:05 Info: InstallToPath is: 
2014-11-18 08:32:05 Info: Detected version of SAV has major version number: 10
2014-11-18 08:32:05 Info: Detected version of SAV has minor version number: 0
2014-11-18 08:32:05 Info: registryInstallTo [overriding InstallToPath] is: C:\Program Files (x86)\Sophos\Sophos Anti-Virus2014-11-18 08:32:05 Checking for problem versions of SAVI - Install path:C:\Program Files (x86)\Sophos\Sophos Anti-Virus2014-11-18 08:32:05 Veex.dll version '3.55.0.2163'
2014-11-18 08:32:05 INFO: Checking the validity of the VDL manifest file.
2014-11-18 08:32:05 INFO: The manifest file has been successfully validated.
2014-11-18 08:32:05 Info: Error parsing catalogue file - doing a full update
2014-11-18 08:32:05 PROCESSOR_ARCHITECTURE environment variable is: AMD64
2014-11-18 08:32:05 CompareDriverVersions: savonaccessdriv.inf old: 3.21.10.299(01/27/2012) new: 3.23.0.0(06/07/2013)
2014-11-18 08:32:05 CompareDriverVersions: sophosbootdriver.inf old: 1.0.0.101(05/22/2008) new: 1.1.0.0(06/07/2013)
2014-11-18 08:32:05 CompareDriverVersions: sdcfilter.inf old: 1.1.0.274(05/23/2011) new: 1.2.0.0(06/07/2013)
2014-11-18 08:32:05 Info: Managed install
2014-11-18 08:32:05 Info: Performing major update of Sophos Anti-Virus using msi.
2014-11-18 08:32:05 Info: Update is signalled.
2014-11-18 08:32:05 In KB2918614Workaround().
2014-11-18 08:32:05 Leaving KB2918614Workaround().
2014-11-18 08:32:06 Product code of SAV currently installed: {9ACB414D-9347-40B6-A453-5EFB2DB59DFA}
2014-11-18 08:32:06 Product code of SAV to be installed:     {D929B3B5-56C6-46CC-B3A3-A1A784CBB8E4}
2014-11-18 08:32:06 ProductCode change detected
2014-11-18 08:32:06 Info: Detected an older version of SAV, version 10. Doing a major update.
2014-11-18 08:32:06 Info: Set Update Begin
2014-11-18 08:32:06 Info: Stop SAVService
2014-11-18 08:32:06 Info: Convert boot tasks
2014-11-18 08:32:06 Info: CopyFilesToTemp
2014-11-18 08:32:06 Info: Rename user groups
2014-11-18 08:32:06 INFO: Copy group SophosAdministrator to SophosAdministratorTmpRn
2014-11-18 08:32:06 INFO: Copy group SophosPowerUser to SophosPowerUserTmpRn
2014-11-18 08:32:07 INFO: Copy group SophosOnAccess to SophosOnAccessTmpRn
2014-11-18 08:32:07 INFO: Copy group SophosUser to SophosUserTmpRn
2014-11-18 08:32:07 Info: Uninstall old SAV
2014-11-18 08:32:07 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"
2014-11-18 08:32:07 Info: Finished waiting for Uninstallation of previous version. Status returned was 0l.
2014-11-18 08:32:07 Info: Detected version of SAV has major version number: 10
2014-11-18 08:32:07 ERROR: Uninstall of SAV, version = 10, succeeded but IsSAVInstalled is true (10).
2014-11-18 08:32:07 Info: Restore user groups
2014-11-18 08:32:07 Warning: Failed to rename a temp group, continuing (0x80004005)
2014-11-18 08:32:07 ERROR: Upgrade failure
2014-11-18 08:32:07 Info: Set Update Failed

I'm in the process of changing the version to v10 like it was before. Right now, the computer have sophos installed but disabled, and we can't enabled it.

Thank you

Children

No Data