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Unable to install on customers laptop

akito3379

I am in the process of installing Sophos via the Enterprise Console. We have a company domain, all users have Local admin rights. The service account that I use also have admin rights on the machines as well as domain admin rights. Every time I attempt to push the install i'm getting the following error message "The installation could not be started. [0x0000002e]"

I have checked this thread checklist. I can connect to the machine remotely, can see the scheduled tasks. I am unable to test the scheduled tasks due to production requirements, Firewall is disabled, have verrified the format. I checked the services and had to get computer browser started. I did attempt to manually install the application, however it does not connect to the server for updates.

I have not been able to install on other laptops to see if its limited to laptops overall or just this one laptop.

Thank you for your help

:38555


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  • 0

    Hello akito3379,

    you didn't say anything about the OS and product versions involved. Did you find any trace of the install task on the client?

    I did attempt to manually install the application, however it does not connect to the server for updates

    That's probably a different problem. When you say manually - did you browse to the share on the server and start setup.exe? If so, how far did you get?

    Christian

    :38579
  • 0

    The OS is Windows XP pro SP3. I'm not seeing any trace of the install. I have confimed the scheduled tasks do work correctly.

    When I installed in manually, yes i did browse to our server and run the setup.exe. As far as I could tell it did install, but could not communicate with the server for updates and as such the server did not see it as being managed. Because the server did not see it as being manage, I had to revert back to the unprotected state.

    :38587
  • 0

    Hello akito3379,

    the manual install first: it did install then you should see the Sophos icon in the notification area but could not communicate with the server for updates which is indicated but an Update failed tooltip (and a red indicator on the icon). It should be possible to open View Updating Log from the GUI - you should see whether it did attempt to access the correct location, in case of an error there might or might not be a helpful error description but the ALUpdate log (in the program's \AutoUpdate\Logs\ folder) should have the details. There should also be a Sophos ES setup.log in the installing user's %TEMP% directory and the specific product installation logs in \Windows\Temp\.

    As far as communication with the server is concerned the Sophos RMS Install Log... and ClientMRInit... are of the ones to look for. Note that RMS could fail even though the install has been successful.

    Protecting XP shouldn't pose major problems, it doesn't have the quirks of later versions :smileywink: You've probably read Enterprise Console: troubleshooting errors 0000002e, 0000002b and 0000003b, it has a step by step guide for testing and some links to related articles.

    While pushing the install (Protect computers) is convenient it is not an absolute necessity - but it's unlikely to work if you can't complete a manual install. So I'd suggest you try it once more to determine why the client doesn't report to the server. Feel free to ask if you have trouble deciphering the logs.

    Christian

    :38591
  • 0

    We located the root cause of the issue.

    Since the machine in question was a laptop, the user does VPN into our network at times. Because of this our DNS server retained the VPN address.  When the laptop came back into the network it also aquired a local company address. To solve this we deleted the VPN address from DNS, performed a DNS flush on the console server and was able to aquire the correct IP address.

    Thank you for your assistance

    :38615