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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


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    Hello jsfrenette,

    if an Uninstall is (about to be) performed the log says something like:

               ******* Product: {9ACB414D-9347-40B6-A453-5EFB2DB59DFA}
           ******* Action: 
           ******* CommandLine: **********
MSI (s) (00:AC) [13:25:59:515]: Machine policy value 'DisableUserInstalls' is 0
MSI (s) (00:AC) [13:25:59:515]: Warning: Local cached package 'C:\WINDOWS\Installer\24af3969.msi' is missing.

    the last line of course only if there is an error. The cached .msi has a random name and is in C:\Windows\Installer\.

    The Uninstall log you've posted says: MainEngineThread is returning 1618 which indicates that another installer process is already running.

    Christian

    :54793
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  • 0

    Hello jsfrenette,

    if an Uninstall is (about to be) performed the log says something like:

               ******* Product: {9ACB414D-9347-40B6-A453-5EFB2DB59DFA}
           ******* Action: 
           ******* CommandLine: **********
MSI (s) (00:AC) [13:25:59:515]: Machine policy value 'DisableUserInstalls' is 0
MSI (s) (00:AC) [13:25:59:515]: Warning: Local cached package 'C:\WINDOWS\Installer\24af3969.msi' is missing.

    the last line of course only if there is an error. The cached .msi has a random name and is in C:\Windows\Installer\.

    The Uninstall log you've posted says: MainEngineThread is returning 1618 which indicates that another installer process is already running.

    Christian

    :54793
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