Thread Info
  • State Not Answered
  • Locked Locked
  • Replies 3 replies
  • Subscribers 1 subscriber
  • Views 8951 views
  • Users 0 members are here
Options
Suggested
This discussion has been locked.
You can no longer post new replies to this discussion. If you have a question you can start a new discussion

Only Sophos Autoupdate gets installed

vn7100

Hello,

I have server 2008 R2, where Sophos AV package, installs only Sophos Autoupdate. RMS & AV engine fails to install.

And Sophos ES Setup log reports the below .


06.07.2013,15:28:07,Informationen,Aktion gestartet um 15:28:07: InstallFinalize.,
06.07.2013,15:28:09,Informationen,No configuration file found looking for sauconf.xml,
06.07.2013,15:28:09,Informationen,Information 27005. Adding content indexing scope exclusion for: C:\ProgramData\Sophos\AutoUpdate\Cache\,
06.07.2013,15:28:09,Informationen,Information 25010. Beim Starten der spezifischen Aktion 'AddISContentIndexScope' ist ein Fehler aufgetreten. Bitte wenden Sie sich an Ihren Support.,
06.07.2013,15:28:10,Informationen,Aktion beendet um 15:28:10: InstallFinalize. Rückgabewert 1.,
06.07.2013,15:28:10,Informationen,Aktion gestartet um 15:28:10: RegisterWithAutoUpdate.4D96E9F9_7E7B_4556_8D25_ABEE814FE4E0.,
06.07.2013,15:28:10,Informationen,Aktion beendet um 15:28:10: RegisterWithAutoUpdate.4D96E9F9_7E7B_4556_8D25_ABEE814FE4E0. Rückgabewert 1.,
06.07.2013,15:28:10,Informationen,Aktion beendet um 15:28:10: INSTALL. Rückgabewert 1.,

Could you please advise me on a fix.

Many Thanks.

:41445


This thread was automatically locked due to age.
  • 0
    Hello vn7100,

    the ES Setup log looks ok so far, it fails setting the exclusions for the Indexing Service - which might be more or less normal (e.g. If the service is not enabled).
    Thus it seems SAU has been successfully installed, that's all the initial setup has to do. Subsequently it should download the other packages (SAV, RMS) and install them. If this fails the relevant logs are: ALUpdate - under ProgramData\Sophos\AutoUpdate\Logs - and the component installer logs in the system %Temp% directory (usually C:\Windows\Temp).

    Christian
    :41449
  • 0

    Hi Christian,

    Thank you for your advise, as per logs we have fixed the issue. Now server runs with Sophos Agent, RMS & AU, but auto update of virus definition files fail. ( maunal update after deleting folder C:\ProgramData\Sophos\AutoUpdate\Cache works pefectly)

    Tried google for a fix, no luck...

    In below I have the log genarated from ALupdate.xxx.xxx.log

    Trace(2013-Jul-07 16:39:58): CIDUpdate(PrimarySuccess): Product cache update from primary server successfully finished
    Trace(2013-Jul-07 16:39:59): ALUpdate(DownloadEnded): Downloading phase completed
    Trace(2013-Jul-07 16:39:59): UpdateCoordinator::UpdateNow: About to Action list of products
    Trace(2013-Jul-07 16:39:59): SetupAction::Execute: Creating thread to install product RMSNT
    Trace(2013-Jul-07 16:39:59): SetupAction::Run: Installing Product RMSNT
    Trace(2013-Jul-07 16:39:59): ALUpdate(Action.Execute): Installing Product RMSNT
    Trace(2013-Jul-07 16:39:59): SetupAction::Run: Preparing...
    Trace(2013-Jul-07 16:39:59): CIDUpdateLocation::Prepare... entered
    Trace(2013-Jul-07 16:39:59): CheckManifest completed successfully
    Trace(2013-Jul-07 16:39:59): SetupAction::Run: Prepare succeeded
    Trace(2013-Jul-07 16:39:59): SetupAction::Execute: Could not create instance of IProductSetup2. Reverting to IProductSetup
    Trace(2013-Jul-07 16:39:59): ALUpdate(Install.Failure): Installation of product RMSNT failed
    Trace(2013-Jul-07 16:39:59): SetupAction::Execute: Thread to install RMSNT returns 0
    Trace(2013-Jul-07 16:39:59): ALUpdate(Action.Skipped): Installation of SAVXP skipped
    Trace(2013-Jul-07 16:39:59): SetupAction::Execute: Creating thread to install product Sophos AutoUpdate
    Trace(2013-Jul-07 16:39:59): SetupAction::Run: Installing Product Sophos AutoUpdate
    Trace(2013-Jul-07 16:39:59): ALUpdate(Action.Execute): Installing Product Sophos AutoUpdate
    Trace(2013-Jul-07 16:39:59): SetupAction::Run: Preparing...
    Trace(2013-Jul-07 16:39:59): CIDUpdateLocation::Prepare... entered
    Trace(2013-Jul-07 16:39:59): CheckManifest completed successfully
    Trace(2013-Jul-07 16:39:59): SetupAction::Run: Prepare succeeded
    Trace(2013-Jul-07 16:39:59): SetupAction::Execute: Could not create instance of IProductSetup2. Reverting to IProductSetup
    Trace(2013-Jul-07 16:39:59): ALUpdate(Install.Failure): Installation of product Sophos AutoUpdate failed
    Trace(2013-Jul-07 16:39:59): SetupAction::Execute: Thread to install Sophos AutoUpdate returns 0

    Could you please have look at this?

    Many thanks. :)

    :41455
  • 0

    Hello vn7100,

    auto update of virus definition files fail. ( manual update after deleting folder C:\ProgramData\Sophos\AutoUpdate\Cache works perfectly)

    so the error in the ES log was important after all. Please see Warning 25010 or Error 25010 when trying to uninstall or update the Sophos endpoint software for a possible solution.

    Now server runs with Sophos Agent, RMS & AU ... Installation of product RMSNT failed

    You should check if RMS is working as it should (after the issue with AutoUpdate has been solved). If the server is shown as managed and connected in SEC (and the Sophos Network Communications Report indicates it's ok) then there's probably no fundamental issue. However, the update of RMSNT shouldn't fail. If it still does please check the RMS install (look for Rückgabewert 3) and  ClientMRInit logs.  

    HTH

    Christian

    :41469