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Uninstallation of Sophos Remote Management System failed [0x00000025]

NCC

I am attempting to deploy Sophos 10 to Windows 7 and Windows XP computers via the Enterprise Console 5.0.0.8 All pcs have their firewall turned off and previously had an earlier version of Sophos (9.7) installed. On a significant number of Windows 7 and XP computers I get the error "Uninstallation of Sophos Remote Management System failed [0x00000025]" reported. How do I rectify this other than remoting to each pc and manually uninstalling Sophos?

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    Hello NCC,

    there's one matching article (when re-installing you see the error 00000025). When you say had an earlier version of Sophos (9.7) installed - has it been removed somehow or does it happen on PCs with 9.7 installed (and updating) and Protect computers fails? BTW: what are the contents of HKCR\Installer\Products\D5001DEF8CBC5D542A88FF7CBB031412\SourceList ?  

    Usually an upgrade can be performed by either changing the subscription for a CID ("all at once") or a staged by pointing groups of computers to a CID containing the new version.

    Christian

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    The RMS logs created on an update from 9.7 to 10 should be:


    \windows\temp\Sophos RMS Install Log_[timestamp].txt

    \windows\temp\Sophos RMS install log.txt  (MSI)

    \windows\temp\ClientMRInit-[timestamp].log


    Note: Worth checking the timestamps are just from the upgrade as if you're using different subscriptions, e.g. one for 9.7 one for 10 and thus generating different update locations.  E.g.

    \\server\sophosupdate\CIDs\S001

    \\Server\sophosupdate\CIDs\S002


    You should typically update the updating policies subscription tab entry for those machines you wish to update.


    If you just re-deploy from the later version CID, you need to be sure that the machines doesn't still have the old updating policy and therfore subscription, causing it to downgrade on the next update after upgrade.


    SAV will not downgrade after upgrade without a reboot, it creates the marker file:\windows\temp\SophosNoUpgrade.txt


    But RMS could then downgrade, creating you a:

    \windows\temp\Sophos RMS uninstall log.txt"

    and a new:

    \windows\temp\Sophos RMS Install Log_[timestamp].txt


    This can therefore put you in a restart required reboot cycle, upgrading and downgrading.  So that's worth checking.

    Regards,

    Jak

    :25115
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    This error occurs when I run Protect the computers. Your suggestion to go to the \\server\sophosupdate\cids\s000\savscfxp\rms folder and uninstall the Sophos Remote Management System.msi does work. Subsequently Sophos 10 can be deployed to the pc using the Enterprise Console. However I have over 150 pcs that have this problem. Is there a way to automate this?

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    As Christian says:  Looking at the SourceList entries will be interesting to see where it thinks it should be looking for the msi file.

    Maybe then you can copy files into that location.  The other option is to add keys to point it to a location where the files are.

    Searching under HKCR\Installer\Products\ for autoupdate will find you the right section.  Can you paste the keys?

    Regards,

    Jak

    :25125