Problem with auto-upgrade to 10.3

Hello Mike,

Failed to install SAVXP: The MSI has failed

the logs (Sophos Anti-Virus ...) in %Windir%\TEMP should have specific information about the error.

The applied software subscription does not contain software this computer can use

Are these perhaps Windows 8 and do you have an "older" SEC version? I get this error when trying to Protect a Windows 8 machine from SEC5.0.

Christian

A snippet of the 'CustomActions Log' log shows:

2013-10-24 11:34:36 Error deleting file: C:\Program Files (x86)\Sophos\Sophos Anti-Virus\sophos_detoured.dll.stf00 with error: Access is denied.
.
2013-10-24 11:34:36 Error deleting file: C:\Program Files (x86)\Sophos\Sophos Anti-Virus\sophos_detoured.dll.stf13 with error: Access is denied.
.
2013-10-24 11:34:36 Error deleting file: C:\Program Files (x86)\Sophos\Sophos Anti-Virus\sophos_detoured.dll.stf14 with error: Access is denied.
.
2013-10-24 11:34:36 Error deleting file: C:\Program Files (x86)\Sophos\Sophos Anti-Virus\sophos_detoured.dll.stf15 with error: Access is denied.
.
2013-10-24 11:34:36 Error deleting file: C:\Program Files (x86)\Sophos\Sophos Anti-Virus\sophos_detoured.dll.stf25 with error: Access is denied.
.
2013-10-24 11:34:36 Error deleting file: C:\Program Files (x86)\Sophos\Sophos Anti-Virus\sophos_detoured.dll.stf31 with error: Access is denied.
.
2013-10-24 11:34:36 Error deleting file: C:\Program Files (x86)\Sophos\Sophos Anti-Virus\sophos_detoured.dll.stf34 with error: Access is denied.
.
2013-10-24 11:34:36 Error deleting file: C:\Program Files (x86)\Sophos\Sophos Anti-Virus\sophos_detoured.dll.stf82 with error: Access is denied.
.
2013-10-24 11:34:36 Error deleting file: C:\Program Files (x86)\Sophos\Sophos Anti-Virus\sophos_detoured.dll.stf94 with error: Access is denied.
.
2013-10-24 11:34:36 Error deleting file: C:\Program Files (x86)\Sophos\Sophos Anti-Virus\sophos_detoured.dll.stf96 with error: Access is denied.
.
2013-10-24 11:34:36 Error deleting file: C:\Program Files (x86)\Sophos\Sophos Anti-Virus\sophos_detoured.dll.stf99 with error: Access is denied.
.
2013-10-24 11:34:36 Error deleting file: C:\Program Files (x86)\Sophos\Sophos Anti-Virus\sophos_detoured_x64.dll.stf00 with error: Access is denied.
.
2013-10-24 11:34:36 DeleteOtherFiles: GetRidOfExistingDetoured - C:\Program Files (x86)\Sophos\Sophos Anti-Virus\sophos_detoured.dll detoured exists, proceeding to rename it & mark for delete.
2013-10-24 11:34:36 DeleteOtherFiles: GetRidOfExistingDetoured(C:\Program Files (x86)\Sophos\Sophos Anti-Virus\sophos_detoured.dll): Failed to rename C:\Program Files (x86)\Sophos\Sophos Anti-Virus\sophos_detoured.dll: maximum allowed temporary extension reached
2013-10-24 11:34:36 DeleteOtherFiles: PROCESSOR_ARCHITECTURE environment variable is: AMD64
2013-10-24 11:34:36 DeleteOtherFiles: GetRidOfExistingDetoured - C:\Program Files (x86)\Sophos\Sophos Anti-Virus\sophos_detoured_x64.dll detoured exists, proceeding to rename it & mark for delete.
2013-10-24 11:34:36 DeleteOtherFiles: GetRidOfExistingDetoured - C:\Program Files (x86)\Sophos\Sophos Anti-Virus\detoured.dll does not exist, no further action.
2013-10-24 11:34:36 DeleteOtherFiles: Deleting config file folder
2013-10-24 11:34:36 DeleteOtherFiles: Failed to delete config folder, 2
2013-10-24 11:34:36 DeleteOtherFiles: Action succeeded
2013-10-24 11:34:36 ForceDeleteFiles: Action started
2013-10-24 11:34:36 ForceDeleteFiles: Error deleting DesktopMessaging registry key. Returned error was: The system cannot find the file specified.

2013-10-24 11:34:36 ForceDeleteFiles: Action succeeded
2013-10-24 11:34:36 RunErrorScripts: Action started
2013-10-24 11:34:36 RunErrorScripts: Action succeeded
2013-10-24 11:34:36 RestoreMovedFiles: Action started
2013-10-24 11:34:36 RestoreMovedFiles: RestoreMovedFiles(): Failed to rename C:\Program Files (x86)\Sophos\Sophos Anti-Virus\sophos_detoured.dll: maximum allowed temporary extension reached
2013-10-24 11:34:36 RestoreMovedFiles: Action succeeded
2013-10-24 11:34:36 SetUpdateFailed: Action started
2013-10-24 11:34:36 SetUpdateFailed: Unable to create an instance of ComponentManager - SystemInformation cannot be informed of end of update
2013-10-24 11:34:36 SetUpdateFailed: Action succeeded

----------------------------------------

Interestingly, one of the five resolved itself without any intervention. All the PCs are exact clones of each other, there are no difference in registery permissions vs ones that have updated successfully. 

Mike

Hello Mike,

perhaps Sophos Anti-Virus CustomActions log shows 'Error opening Windows key' can help (although you say the permissions are identical). In addition please check if there is indeed a number of leftovers, you should be able to delete them after a reboot.

What about the Protect computers issue?

Christian

Hi Christian,

Thanks for your help. No mention in the logs about an 'error opening Windows key'. When you say leftovers, what do you mean?

Protect computers doesn't work, I'm running EC 5.0.0.5 and have no intention of upgrading. 

Mike