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Updating : Failed on Windows 8 Pro

JeffreyJ

We are running Endpoint Security and Control including the control panel on a server and updating works it works for every Windows 7 machine in the building except the new Windows 8 Pro machines. I hope you guys can help us out !

Version : 10.2

Enterprise Console : 5.2 (Updated it to 5.2 to check out if it helped)

Here is a log of ALUpdate for when I tried to update it. If you need anymore feel free to post : 

Trace(2013-Feb-06 12:04:28): ALUpdate started: -ScheduledUpdate -NoGUI -RootPath "C:\Program Files (x86)\Sophos\AutoUpdate"
Trace(2013-Feb-06 12:04:28): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} has been added.
Trace(2013-Feb-06 12:04:28): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} is not available from Sophos.
Trace(2013-Feb-06 12:04:28): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} is not the Spam Rules package.
Trace(2013-Feb-06 12:04:28): Product iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} has not been added.
Trace(2013-Feb-06 12:04:28): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} has been added.
Trace(2013-Feb-06 12:04:28): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is available from Sophos.
Trace(2013-Feb-06 12:04:28): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is not the Spam Rules package.
Trace(2013-Feb-06 12:04:28): Product subscription is disabled: iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} action value is:0
Trace(2013-Feb-06 12:04:28): Product iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} has not been added.
Trace(2013-Feb-06 12:04:28): Product iProductData.{3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added.
Trace(2013-Feb-06 12:04:28): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} has been added.
Trace(2013-Feb-06 12:04:28): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is available from Sophos.
Trace(2013-Feb-06 12:04:28): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is the Spam Rules package.
Trace(2013-Feb-06 12:04:28): Computer is a not possible cluster
Trace(2013-Feb-06 12:04:28): PureMessageDetector::AreSpamRulesRequired - Could not open registry on Software\Sophos\MMEx\Config\Global
Trace(2013-Feb-06 12:04:28): ConfigurationImpl, considering PMSR 2.6: PureMessage not installed, PMSR package will not be updated without a subscription
Trace(2013-Feb-06 12:04:28): Considering subscribed products.
Trace(2013-Feb-06 12:04:28): Considering product {4DB41E90-DC56-41DC-B91E-9B8E537489A8}
Trace(2013-Feb-06 12:04:28): Product {4DB41E90-DC56-41DC-B91E-9B8E537489A8} is not already subscribed.
Trace(2013-Feb-06 12:04:28): Product {4DB41E90-DC56-41DC-B91E-9B8E537489A8} was added to the list.
Trace(2013-Feb-06 12:04:28): Considering product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
Trace(2013-Feb-06 12:04:28): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} is not already subscribed.
Trace(2013-Feb-06 12:04:28): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} was added to the list.
Trace(2013-Feb-06 12:04:28): IPCBase::IPCBase: Connected to shared memory A32951C539924a12B3C8F2FDA5A268E4
Trace(2013-Feb-06 12:04:28): IPCSender::ProcessSend started
Trace(2013-Feb-06 12:04:28): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2013-Feb-06 12:04:28): RMSMessageHandler: ALUpdateStart
Trace(2013-Feb-06 12:04:28): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2013-Feb-06 12:04:28): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2013-Feb-06 12:04:28): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2013-Feb-06 12:04:28): ALUpdate(AutoUpdate.Started):
Trace(2013-Feb-06 12:04:28): UpdateCoordinator::UpdateNow: Entering
Trace(2013-Feb-06 12:04:28): PopulateCache: Entering
Trace(2013-Feb-06 12:04:28): UpdateCoordinator::UpdateNow: About to Sync list of products
Trace(2013-Feb-06 12:04:28): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
Trace(2013-Feb-06 12:04:28): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started:
Trace(2013-Feb-06 12:04:28): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location
Trace(2013-Feb-06 12:04:28): Calling package_source_init
Trace(2013-Feb-06 12:04:28): TrySyncProduct, Calling BeginSync
Trace(2013-Feb-06 12:04:28): Logging on network access user
Trace(2013-Feb-06 12:04:28): Attempting to make a connection to remote machine \\VMANAGE-IT\SophosUpdate\CIDs\S000\SAVSCFXP\
Trace(2013-Feb-06 12:04:28): Connection to remote machine \\VMANAGE-IT\SophosUpdate\CIDs\S000\SAVSCFXP\ successful
Trace(2013-Feb-06 12:04:28): CalculateChecksum. Processing file C:\ProgramData\Sophos\AutoUpdate\cache\escdp.dat
Trace(2013-Feb-06 12:04:28): Remote connection over UNC.
Trace(2013-Feb-06 12:04:28): Read file master.upd (Remote).
Trace(2013-Feb-06 12:04:28): Synchronised file root.upd (Local).
Trace(2013-Feb-06 12:04:28): Synchronised file escdp.dat (Local).
Trace(2013-Feb-06 12:04:28): ParseCustomerIDFile: completed: 0
Trace(2013-Feb-06 12:04:28): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92}
Trace(2013-Feb-06 12:04:28): CIDUpdateLocation::SyncProduct - Updating Product: RMSNT
Trace(2013-Feb-06 12:04:28): CIDUpdate(SyncProduct.Start): RMSNT, \\VMANAGE-IT\SophosUpdate\CIDs\S000\SAVSCFXP\
Trace(2013-Feb-06 12:04:28): Checksum found in master.upd matches cached cidsync.upd : 4aa715fb. Skipping download
Trace(2013-Feb-06 12:04:28): CIDUpdate(PrimarySuccess):
Trace(2013-Feb-06 12:04:29): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 1
Trace(2013-Feb-06 12:04:29): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 1
Trace(2013-Feb-06 12:04:29): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
Trace(2013-Feb-06 12:04:29): CIDUpdateLocation::SyncProduct - Updating Product: SAVXP
Trace(2013-Feb-06 12:04:30): CIDUpdate(SyncProduct.Start): SAVXP, \\VMANAGE-IT\SophosUpdate\CIDs\S000\SAVSCFXP\
Trace(2013-Feb-06 12:04:30): Checksum found in master.upd matches cached cidsync.upd : 38cd6b7d. Skipping download
Trace(2013-Feb-06 12:04:30): CIDUpdate(PrimarySuccess):
Trace(2013-Feb-06 12:04:30): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
Trace(2013-Feb-06 12:04:30): CIDUpdateLocation::SyncProduct - Updating Product: Sophos Client Firewall
Trace(2013-Feb-06 12:04:30): CIDUpdate(SyncProduct.Start): Sophos Client Firewall, \\VMANAGE-IT\SophosUpdate\CIDs\S000\SAVSCFXP\
Trace(2013-Feb-06 12:04:30): Checksum found in master.upd matches cached cidsync.upd : 5089471b. Skipping download
Trace(2013-Feb-06 12:04:30): CIDUpdate(PrimarySuccess):
Trace(2013-Feb-06 12:04:31): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
Trace(2013-Feb-06 12:04:31): CIDUpdateLocation::SyncProduct - Updating Product: Sophos AutoUpdate
Trace(2013-Feb-06 12:04:31): CIDUpdate(SyncProduct.Start): Sophos AutoUpdate, \\VMANAGE-IT\SophosUpdate\CIDs\S000\SAVSCFXP\
Trace(2013-Feb-06 12:04:31): Checksum found in master.upd matches cached cidsync.upd : d60b9471. Skipping download
Trace(2013-Feb-06 12:04:31): CIDUpdate(PrimarySuccess):
Trace(2013-Feb-06 12:04:32): ALUpdate(DownloadEnded):
Trace(2013-Feb-06 12:04:32): UpdateCoordinator::UpdateNow: About to Action list of products
Trace(2013-Feb-06 12:04:32): ALUpdate(Action.Skipped): RMSNT
Trace(2013-Feb-06 12:04:32): ALUpdate(Action.Skipped): SAVXP
Trace(2013-Feb-06 12:04:32): SetupAction::Execute: Creating thread to install product Sophos Client Firewall
Trace(2013-Feb-06 12:04:32): SetupAction::Run: Installing Product Sophos Client Firewall
Trace(2013-Feb-06 12:04:32): ALUpdate(Action.Execute): Sophos Client Firewall
Trace(2013-Feb-06 12:04:32): SetupAction::Run: Preparing...
Trace(2013-Feb-06 12:04:32): CIDUpdateLocation::Prepare... entered
Trace(2013-Feb-06 12:04:32): CheckManifest completed successfully
Trace(2013-Feb-06 12:04:32): SetupAction::Run: Prepare succeeded
Trace(2013-Feb-06 12:04:32): ALUpdate(Install.Failure): Sophos Client Firewall
Trace(2013-Feb-06 12:04:32): SetupAction::Execute: Thread to install Sophos Client Firewall returns 0
Trace(2013-Feb-06 12:04:32): ALUpdate(Action.Skipped): Sophos AutoUpdate
Trace(2013-Feb-06 12:04:33): RMSMessageHandler: ALUpdateEnd
Trace(2013-Feb-06 12:04:33): Sending message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>Install.Failure</ID><StringID>103</StringID><Sender>ALUpdate</Sender><Insert>Sophos Client Firewall</Insert><Insert>80041f09</Insert></ErrorMessage></Config>
Trace(2013-Feb-06 12:04:33): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>Install.Failure</ID><StringID>103</StringID><Sender>ALUpdate</Sender><Insert>Sophos Client Firewall</Insert><Insert>80041f09</Insert></ErrorMessage></Config>
Trace(2013-Feb-06 12:04:33): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>Install.Failure</ID><StringID>103</StringID><Sender>ALUpdate</Sender><Insert>Sophos Client Firewall</Insert><Insert>80041f09</Insert></ErrorMessage></Config>
Trace(2013-Feb-06 12:04:33): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2013-Feb-06 12:04:34): IPCSender::ProcessSend exiting

:37421


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  • 0

    Here is another log file from the "View update log" (ALC)

    Time: 6-2-2013 13:05:26
    Message: AutoUpdate finished
    Module: ALUpdate
    Process ID: 1840

    Thread ID: 3028

    Time: 6-2-2013 13:05:25
    Message: Installation of Sophos AutoUpdate skipped
    Module: ALUpdate
    Process ID: 1840
    Thread ID: 3028

    Time: 6-2-2013 13:05:25
    Message: Installation of product Sophos Client Firewall failed
    Module: ALUpdate
    Process ID: 1840
    Thread ID: 5520

    Time: 6-2-2013 13:05:25
    Message: Installing Product Sophos Client Firewall
    Module: ALUpdate
    Process ID: 1840
    Thread ID: 5520

    Time: 6-2-2013 13:05:25
    Message: Installation of SAVXP skipped
    Module: ALUpdate
    Process ID: 1840
    Thread ID: 3028

    Time: 6-2-2013 13:05:25
    Message: Installation of RMSNT skipped
    Module: ALUpdate
    Process ID: 1840
    Thread ID: 3028

    Time: 6-2-2013 13:05:25
    Message: Downloading phase completed
    Module: ALUpdate
    Process ID: 1840
    Thread ID: 3028

    Time: 6-2-2013 13:05:24
    Message: Product cache update from discovered server successfully finished
    Module: CIDUpdate
    Process ID: 1840

    Thread ID: 3028

    Time: 6-2-2013 13:05:24
    Message: Downloading product Sophos AutoUpdate from server \\VMANAGE-IT\SophosUpdate\CIDs\S000\SAVSCFXP
    Module: CIDUpdate
    Process ID: 1840
    Thread ID: 3028

    Time: 6-2-2013 13:05:24
    Message: Product cache update from discovered server successfully finished
    Module: CIDUpdate
    Process ID: 1840
    Thread ID: 3028

    Time: 6-2-2013 13:05:24
    Message: Downloading product Sophos Client Firewall from server \\VMANAGE-IT\SophosUpdate\CIDs\S000\SAVSCFXP
    Module: CIDUpdate
    Process ID: 1840
    Thread ID: 3028

    Time: 6-2-2013 13:05:23
    Message: Product cache update from discovered server successfully finished
    Module: CIDUpdate
    Process ID: 1840
    Thread ID: 3028

    Time: 6-2-2013 13:05:23
    Message: Downloading product SAVXP from server \\VMANAGE-IT\SophosUpdate\CIDs\S000\SAVSCFXP
    Module: CIDUpdate
    Process ID: 1840
    Thread ID: 3028

    Time: 6-2-2013 13:05:22
    Message: Product cache update from discovered server successfully finished
    Module: CIDUpdate
    Process ID: 1840
    Thread ID: 3028

    Time: 6-2-2013 13:05:22
    Message: Downloading product RMSNT from server \\VMANAGE-IT\SophosUpdate\CIDs\S000\SAVSCFXP
    Module: CIDUpdate
    Process ID: 1840
    Thread ID: 3028

    Time: 6-2-2013 13:05:20

    Message: *************** Sophos AutoUpdate started ***************
    Module: ALUpdate
    Process ID: 1840
    Thread ID: 3028

    :37423
  • 0

    The problem was resolved. The problem was a missing group in the GPO to make all domain admins local admins too by default. And because of us not having enough permissions we couldn't rollback the Installer that wanted to install the firewall too and because of the firewall installation failing because of compatibility issues with Windows 8, everytime it wanted to AutoUpdate it didn't AutoUpdate or show Updating : Failed.

    The solution was local admin rights added to the domain admins and then redeploying the installer WITHOUT the firewall checkbox checked. This ensured that the Windows 8 pc's are running smoothly and probably by tomorrow with a reboot of all the computer will the rest of the Windows 8 clients fix itself.

    :37455
  • 0

    Hi JeffreyJ,

    Thanks very much for coming back and writing up your own solution. Much appreciated.

    Best regards,

    spike

    :37459