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Installation of RMSMT Failed!

rkymtnhigh

I've been trying to reinstall Sophos on a Windows Server 2008 R2 Server.

The RMS did not uninstall completely, and I needed to remove some registry keys to install the new Agent.

Once installed, the updates fail and when looking in the logs it points to not being able to install the RMS.

In the install log for the RMS, I see the following:

Install from:[C:\ProgramData\Sophos\AutoUpdate\cache\rms]
Install to :[(null)]
MsiPackagePath: [C:\ProgramData\Sophos\AutoUpdate\cache\rms\Sophos Remote Management System.msi].
Result of loading C:\Program Files (x86)\Sophos\AutoUpdate\SAUConfigDLL.dll is: [6ff70000]
LOGIC: Installed version is less than 4 (minor upgrade is n/a).
LOGIC: Unistall needed
Uninstallation of installed RMS required
UNINSTALL: Using backup path C:\ProgramData\Sophos\AutoUpdate\cache\rms\installer_backup
RMS-BACKUP: Starting back up...
RMS-BACKUP: Get list of processes and services to stop.
RMS-BACKUP: Retrieved [].
RMS-BACKUP: Parsed WaitForProcesses and ListOfServices - OK.
RMS-BACKUP: Try to stop services.
RMS-BACKUP: Stopped services with ServiceController() - OK.
RMS-BACKUP: Waiting for processes to disappear.
RMS-BACKUP: Waited for processes - OK.
RMS-BACKUP: Retrieving the CommonAppData folder.
RMS-BACKUP: Retrieved source: [C:\ProgramData\Sophos\Remote Management System\3].
RMS-BACKUP: Retrieved backup: [C:\ProgramData\Sophos\AutoUpdate\cache\rms\installer_backup].
RMS-BACKUP: Directory: [C:\ProgramData\Sophos\AutoUpdate\cache\rms\installer_backup] existed.
RMS-BACKUP: Network Report: [C:\ProgramData\Sophos\AutoUpdate\cache\rms\installer_backup\Router\NetworkReport] existed. Erasing from the backup set.
RMS-BACKUP: Backing up registry content
Running Command: regedit /E "C:\ProgramData\Sophos\AutoUpdate\cache\rms\installer_backup_reg\rms_registry.reg" "HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\Remote Management System"
Command returned 0
Running Command: regedit /E "C:\ProgramData\Sophos\AutoUpdate\cache\rms\installer_backup_reg\messaging_registry.reg" "HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\Messaging System"
Command returned 0
UNINSTALL: Preserving cac.pem and mrinit.conf files

I don't see the RMS in the Add/Remove Programs wizard.

Any help is greatly appreciated.

RMH

:57729


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  • 0

    Hello RMH,

    and the log stops there? It should be followed by

    UNINSTALL: cac.pem and mrinit.conf files preserved
    UNINSTALL: Removing RMS using cached msi with command: ...

    and accompanied by a Sophos RMS uninstall log.txt.. Please see Troubleshooting and resolving problematic Sophos endpoint upgrade and uninstall issues. As you needed to remove some registry keys it's hard to give useful advice without a number of details which likely require inspection of more than one log and a few registry keys.

    Christian

    :57738
  • 0

    Thanks for the help!

    The log does stop there and there is no uninstall log file.

    I tried running the fix-it in your article, but it did not fix the issue with the RMS.

    What further details can I provide to give greater insight into this issue?

    Thanks again,


    RMH

    :57742
  • 0

    Hello RMH,

    I tried running the fix-it

    as RMS wasn't in Add/Remove Programs (on 2008 it's Programs and Features, isn't it?) - did you run the Fix-It using the Product Code  [it's not my article by the way, I'm not Sophos] and what did it say? 

    Now, apparently the upgrade from RMS 3.4 to RMS 4.0 fails. For the Recommended subscription 4.0 was issued several weeks ago. When did you notice the issue and, as you said RMS did not uninstall completely, what actions did you perform then - attempt to uninstall the complete suite? And what made you think that it did not uninstall completely? What came next after the failed uninstall - an attempt to install Recommended from the CID?

    I don't know about the RMS upgrade logic but somehow it thinks that 3.4 is installed, whether ot not it appears in Programs and Features. If you have not yet done so collect the logs with SDU.

    Personally I'd resort to the trial-and-hopefully-no-error method if RMS doesn't appear in P&F - to make sure check HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{FED1005D-CBC8-45D5-A288-FFC7BB304121}, it shouldn't be there. The following assumes that you update from via UNC and are at least a little bit familiar with additional subscriptions and using them. If you have a "spare" subscription (if not, add one) in SEC subscribe to the Extended package. It contains RMS 3.4.1 (SAV is 10.3.12 but the downgrade shouldn't cause problems). Create and assign the appropriate updating policy to the server - this should cuase RMS 3.4 to be installed and hopefully allow it to be upgraded to 4.0 after you assign the standard policy.

    Another option would be to uninstall the remaining Sophos components, run Fix-It for the displayed Sophos products (likely there is none) and then just to make sure for the product codes as well (please note that the code for AutoUpdate 4.1 (not mentioned in the article) is {7CD26A0C-9B59-4E84-B5EE-B386B2F7AA16}. Remove the Sophos folders from %ProgramData% and %ProgramFiles(x86)%. If feasible reboot and install.

    As said, this is what I would do - no warranties expressed or implied.:smileyhappy:

    HTH

    Christian      

    :57749
  • 0

    Christian,

    Thanks for your help. I'm going to try and answer/address each question/topic you covered.

    I tried running the fix-it

    as RMS wasn't in Add/Remove Programs (on 2008 it's Programs and Features, isn't it?) - did you run the Fix-It using the Product Code  [it's not myarticle by the way, I'm not Sophos] and what did it say? 

    I knew it wasn't your article, I was referring to the article you referenced. :smileywink: It said it uninstalled successfully after using the product code. 

    Now, apparently the upgrade from RMS 3.4 to RMS 4.0 fails. For the Recommended subscription 4.0 was issued several weeks ago. When did you notice the issue and, as you said RMS did not uninstall completely, what actions did you perform then - attempt to uninstall the complete suite? And what made you think that it did not uninstall completely? What came next after the failed uninstall - an attempt to install Recommended from the CID?

    I was deploying SAV to one of our environments last week when I noticed this on a particular node. I could not install any component of SAV because of an orphaned RMS installation that would not uninstall. The RMS would not uninstall from control panel - giving errors. Not sure exactly what they were but I had to remove registry keys to get the app to go away so I could install the SAV components. Once I installed SAV, it failed to update because RMS would not install properly. 

    Personally I'd resort to the trial-and-hopefully-no-error method if RMS doesn't appear in P&F - to make sure checkHKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{FED1005D-CBC8-45D5-A288-FFC7BB304121}

    Not there.

    Another option would be to uninstall the remaining Sophos components, run Fix-It for the displayed Sophos products (likely there is none) and then just to make sure for the product codes as well (please note that the code for AutoUpdate 4.1 (not mentioned in the article) is {7CD26A0C-9B59-4E84-B5EE-B386B2F7AA16}. Remove the Sophos folders from %ProgramData% and %ProgramFiles(x86)%. If feasible reboot and install.

    Just finished doing this, unfortuantely I receive the same result when reinstalling.

    My next step would be to try the downgrade/install of RMS 3.4, then upgrade but I am worried about screwing with my SEC install. I am running out of options so I was going to give it a shot, but when trying to add a subscription - all those options are greyed out - we are currently on a trial of SAV while we work out the details of our licensing contract with our reseller. Is that why these options are greyed out?

    Thanks!!

    RMH

    :57760
  • 0

    Hello RMH,

    I receive the same result when reinstalling

    that's, uh, a little bit surprising. It goes through the same upgrade logic, i.e. writes these RMS-BACKUP messages to the log? If so, I have no idea from which piece of information it gets the idea that an uninstall is required.

    all those options are greyed out

    might be that the trial doesn't give you these options.

    All I can say that it seems to be done by RMS' setup.dll, whether it's a black box or could be instructed to be more verbose I don't know. Guess you'd need help from Support - trial or not, it doesn't seem to be a very complex problem. Sadly I've fortunately not encountered this issue.

    Christian

    :57764