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Software update failed on changing license

ssup

Hi,

After changing my license I am getting the error 'Software update failed'

80040401 and 80040404 are displayed on it.

On the Logviewer I get only 'Error Deployment to a share failed because of an unexpected error. Details: Failed to delete file in CID'

I have already emptied Warehouse and Working folder twice for this. But I get the same error again and again.

In the SUMTracelog file I get below details;

2014-10-07 15:49:02 : Deploy C:\Documents and Settings\All Users\Application Data\Sophos\Update Manager\Working\.
\Decoded-Sub0\F26F7EC0-1302-4DA7-8B6B-A5383051D41A to C:\Documents and Settings\All Users\Application Data\Sophos\Update
Manager\Update Manager\CIDs\S000\SAVSCFXP
2014-10-07 15:49:02 : UPD::Read::Started.
2014-10-07 15:49:02 : UPD::Read::Started.
2014-10-07 15:49:02 : UPD::Read::Started.
2014-10-07 15:49:02 : DeleteFileUPD() caught an exception: boost::filesystem::exists
2014-10-07 15:49:02 : SynchroniseFiles failed to delete C:\Documents and Settings\All Users\Application Data\Sophos\Update
Manager\Update Manager\CIDs\S000\SAVSCFXP \savxp\program files\Sophos\Sophos Anti-Virus\Sophos Anti-Virus (de).URL
2014-10-07 15:49:02 : Cmd-ALL << [E4037][Failed to delete file in CID] Deployment to a share failed because of an
unexpected error. Details: Failed to delete file in CID
2014-10-07 15:49:02 : Cmd-ALL << [E400D][ActionDeployCids-Sub0-0][DispatcherPrograms-2014-10-07T10-18-33-1] Action
'ActionDeployCids-Sub0-0' with caller 'DispatcherPrograms-2014-10-07T10-18-33-1' failed!
2014-10-07 15:49:02 : Cmd-ALL << [I1021][ActionDeployCids-Sub0-0][DispatcherPrograms-2014-10-07T10-18-34-2] Action
'ActionDeployCids-Sub0-0' with caller 'DispatcherPrograms-2014-10-07T10-18-34-2' started...
2014-10-07 15:49:02 : Cmd-ALL << [I1014][C:\Documents and Settings\All Users\Application Data\Sophos\Update Manager
\Working\.\Decoded-Sub0\F26F7EC0-1302-4DA7-8B6B-A5383051D41A][C:\Documents and Settings\All Users\Application Data\Sophos
\Update Manager\Update Manager\CIDs\S000\SAVSCFXP] Started deploying from source 'C:\Documents and Settings\All Users
\Application Data\Sophos\Update Manager\Working\.\Decoded-Sub0\F26F7EC0-1302-4DA7-8B6B-A5383051D41A' to share 'C:
\Documents and Settings\All Users\Application Data\Sophos\Update Manager\Update Manager\CIDs\S000\SAVSCFXP'.
2014-10-07 15:49:02 : Deploy C:\Documents and Settings\All Users\Application Data\Sophos\Update Manager\Working\.
\Decoded-Sub0\F26F7EC0-1302-4DA7-8B6B-A5383051D41A to C:\Documents and Settings\All Users\Application Data\Sophos\Update
Manager\Update Manager\CIDs\S000\SAVSCFXP
2014-10-07 15:49:02 : UPD::Read::Started.
2014-10-07 15:49:02 : UPD::Read::Started.
2014-10-07 15:49:02 : UPD::Read::Started.
2014-10-07 15:49:02 : DeleteFileUPD() caught an exception: boost::filesystem::exists
2014-10-07 15:49:02 : SynchroniseFiles failed to delete C:\Documents and Settings\All Users\Application Data\Sophos\Update
Manager\Update Manager\CIDs\S000\SAVSCFXP \savxp\program files\Sophos\Sophos Anti-Virus\Sophos Anti-Virus (de).URL
2014-10-07 15:49:02 : Cmd-ALL << [E4037][Failed to delete file in CID] Deployment to a share failed because of an
unexpected error. Details: Failed to delete file in CID
2014-10-07 15:49:02 : Cmd-ALL << [E400D][ActionDeployCids-Sub0-0][DispatcherPrograms-2014-10-07T10-18-34-2] Action
'ActionDeployCids-Sub0-0' with caller 'DispatcherPrograms-2014-10-07T10-18-34-2' failed!
2014-10-07 15:49:02 : Cmd-ALL << [I1021][ActionGatherCurrencyData-Sub1][DispatcherPrograms-2014-10-07T10-18-33-1] Action
'ActionGatherCurrencyData-Sub1' with caller 'DispatcherPrograms-2014-10-07T10-18-33-1' started...
2014-10-07 15:49:02 : GatherCurrencyData&colon; Considering payload Payload-Sub1...
2014-10-07 15:49:02 : GatherCurrencyData&colon; No payload version information found, proceeding.
2014-10-07 15:49:02 : GatherCurrencyData&colon; Obtaining currency data...
2014-10-07 15:49:02 : GatherCurrencyData&colon; No relevant attributes found for this payload.

I am alo attaching the full logs and screenshots of errors:

If I try to delete Antivirus (de) shortcut,I get access denied.

Any help is appreciated

Regards,

Suraj

:53821


This thread was automatically locked due to age.
  • 0

    Hello Suraj,

    so you changed the license, encountered the error and then tried to move the contents? And this seems to be one of the few occasions where also cleaning the CIDs is necessary.

    Obviously the shortcuts (or perhaps only one of them) with the extension .url refuse to get deleted. BTW - which server platform and which version of Sophos). Please check the Security/Permissions on the shortcuts. If the Security tab isn't displayed please see this MS TechNet thread.

    HTH

    Christian

    :53823
  • 0

    Hello Christian,

    Yes the contents were deleted after I encountered the update error.

    Server is Windows 2003 Enterprise edition SP2.

    SEC version is 5.2.1

    I am unable to change or rename the CIDs folder....

    Get the error attached:

    Regards,

    Suraj

    :53825
  • 0

    Hello Suraj,

    are you able to open the Properties on the links (.url files) and is the Security tab there? Dunno if the rename of a container also fails when you don't have sufficient rights to an object in it, could be. Otherwise "something" could be locking the links - Sysinternal's Handle or Process Explorer will show you this information.

    Christian

    :53827
  • 0

    Hello Christian,

    In the properties on the link (.url file) (de) I only get the general tab and no other tabs.

    On the other on the rest of links (.url files) , I get the security tabs.

    Attaching the screenshot for it.

    Regards,

    Suraj

    :53829
  • 0

    Hello Suraj,

    please see the link to the MS TechNet thread I've already posted. You could first try to take ownership from the containing folder first, which might or might not work, before resorting to takeown and cacls. Note also the remark about improper deletion (and a reboot as possible solution).

    Christian

    :53831
  • 0

    Hello Christian,

    I tried force updating again after restarting the server.

    Still unable to rename the CIDs folder.

    So again cleared contents of the Warehouse and Working folder and updated.

    I get similar error.

    On the logviewer I get :

    10/8/2014 12:09:40 PM Error Deployment to a share failed because of an unexpected error. Details: boost::filesystem::exists
    10/8/2014 12:09:41 PM Error Deployment to a share failed because of an unexpected error. Details: Failed to delete file in CID

    When I checked the .url in CIDs, all the .url files are not having the security tab.

    Can stopping and starting the below services inthat order help?

    sophos msg router
    sophos agent
    sophos update mgr
    sophos mgmt service

    Regards,

    Suraj

    :53865
  • 0

    Hello suraj,

    if the reboot did not help then it's likely not a lock condition but corrupt permissions. Please use takeown (you have it on 2003) to take ownership and then reset the permissions either with Explorer or, if this does not work, icacls.  It should then be possible to delete these files.

    Christian

    :53871
  • 0

    We reran the SUM to repair it. Restarted the server and then manually updated it.

    It got resolved.

    Regards,

    Suraj

    :54019