SEC Upgrade Failure - to 4.0.0 to 5.1

Hello darkest_star,

that's not much detail :smileywink:. Anyway the "missing" MSI belongs to the 4.0 installation and is likely needed for uninstalling. Have you deleted or moved the C:\sec_40 (or whatever path you've used) folder? And does the error pop up ask you to locate the MSI? If you have deleted the folder - do you still have sec_40_sfx.exe?

Christian

Hi

Sorry about the lack of info

We are trying to move to 5.2 but it recomends doing incremental upgrades through 5.1 first. The Sec_40 folder with MSi etc are still in the root of C where they were expanded during the install of 4.0

I do not get the option to locate the MSI just the SOPHOS EC 5.1.0 Installtion failed message. The Log files are to long to paste here unless I know where abouts to look in the log.

The pre-install comes up with all green ticks except an info message about the number of supported workstations being less than 5000

I have also tried using the local admins as well as domin admins for log on credentials with no change.

Hello darkest_star,

yep, 5.2 (5.2.1 out now) requires at least 5.0.

The Log files are to long to paste here

Well, let's start with the recent Sophos_bootstrapper....log - maybe you can locate an error there - it might be reported near a line saying: About to install ServerXX.msi (where XX is 32 or 64 depending on the architecture). Whether or not, I expect an error in Sophos_ServerXXmsi m-d-yyyy ...log. Search for the line(s) Doing action: RemoveExistingProducts. Maybe this gives a hint.

Christian

Hi Here are 2 extracts from the bootstrapper log

near end we get error code 1618

Started Setup.exe Version 5.1, located at: C:\sec_51\ServerInstaller
10/06/2013 10:27:04, INFO : Verifying files in folder
10/06/2013 10:27:04, INFO : Target folder verification completed successfully
10/06/2013 10:27:04, INFO : Initialized COM in the main thread
10/06/2013 10:27:04, INFO : The Winsock 2.2 dll was found okay.
10/06/2013 10:27:04, INFO : --------System Information------------
10/06/2013 10:27:04, INFO : Computer Name: SVR-APP01
10/06/2013 10:27:04, INFO : Operating System: Windows 2008 Standard Server Edition
10/06/2013 10:27:04, INFO : Service Pack: 2
10/06/2013 10:27:04, INFO : System Type: 32 bit Operating System
10/06/2013 10:27:04, INFO : Locale: en
10/06/2013 10:27:04, INFO : Logged-on User: TRINITY_DOMAIN\administrator
10/06/2013 10:27:04, INFO : Domain: TRINITY_DOMAIN
10/06/2013 10:27:04, INFO : --------------------------------------
10/06/2013 10:27:04, INFO : Detected MSI version: 4.5.6002
10/06/2013 10:27:04, INFO : Activate state: Idle
10/06/2013 10:27:04, INFO : Obtaining SQL instances on local machine...
10/06/2013 10:27:04, INFO : Computer is joined to domain: TRINITY_DOMAIN
10/06/2013 10:27:04, INFO : Found MSI: C:\sec_51\ServerInstaller\\Console32.msi version: 5.1.0
10/06/2013 10:27:04, INFO : Found MSI: C:\sec_51\ServerInstaller\\Server32.msi version: 5.1.0
10/06/2013 10:27:04, INFO : Found MSI: C:\sec_51\ServerInstaller\\Database32.msi version: 5.1.0
10/06/2013 10:27:04, INFO : Found installed component: {2C7A82DB-69BC-4198-AC26-BB862F1BE4D0} version: 1.4.2.186
10/06/2013 10:27:04, INFO : Found MSI: C:\sec_51\ServerInstaller\SUM.msi version: 1.3.1.168
10/06/2013 10:27:04, INFO : SUM detected.
10/06/2013 10:27:04, INFO : Sophos Enterprise Console 4.0 detected.
10/06/2013 10:27:04, INFO : Upgrade 4.x workflow
10/06/2013 10:27:04, INFO : Changed installation value: INSTALLDIR="C:\Program Files\Sophos" INSTALLDIR32="C:\Program Files\Sophos" SUM_INSTALLDIR="C:\Program Files\Sophos\Update Manager"
10/06/2013 10:27:04, INFO : Changed installation value: SERVER_COMPUTERNAME="SVR-APP01"
10/06/2013 10:27:04, INFO : Changed installation value: SERVER_PORT="80"
10/06/2013 10:27:04, INFO : Changed installation value: SERVER_PORT="80"
10/06/2013 10:27:04, INFO : Changed installation value:
10/06/2013 10:27:04, INFO : Changed installation value:
10/06/2013 10:27:04, ERROR : Could not deobfuscate password
10/06/2013 10:27:04, INFO : Changed installation value:
10/06/2013 10:27:04, INFO : Could not get database account information from previous version. Database Page will be displayed
10/06/2013 10:27:04, INFO : Changed installation value: DATABASE_SERVERNAME="(local)\SOPHOS" DATABASE_CONNECTIONSTRING=""
10/06/2013 10:27:04, INFO : Changed installation value: SERVER_FEEDBACKENABLED="1"
10/06/2013 10:27:04, INFO : Changed installation value:
10/06/2013 10:27:04, INFO : Changed installation value:
10/06/2013 10:27:04, INFO : Changed installation value: UPGRADE="1"
10/06/2013 10:27:04, INFO : Changed installation value: DB_UPGRADE_VERSION="4"
10/06/2013 10:27:04, INFO : Succeeded getting the sql version: 9.00.4035
10/06/2013 10:27:04, INFO : Version of SQL server set to: 9.0.4035
10/06/2013 10:27:04, INFO : Version of OS set to: 6.0.0
10/06/2013 10:27:04, INFO : Version of the system where the Database is installed set to: 6.0.0
10/06/2013 10:27:04, INFO : Location of Database: Local
10/06/2013 10:27:04, ERROR : Unknown error 0x800A0BCD
10/06/2013 10:27:04, INFO : SCC is not installed on the local system
10/06/2013 10:27:04, INFO : Entered Welcome page.
10/06/2013 10:27:05, INFO : Finished retrieving instances - Timeout
10/06/2013 10:27:05, INFO : Obtaining remote SQL instances on network...
10/06/2013 10:27:06, INFO : Finished retrieving instances - Timeout
10/06/2013 10:27:06, INFO : Running System Property Check: User must be an administrator on this computer...
10/06/2013 10:27:06, INFO : System Property Check: User must be an administrator on this computer - PASSED
10/06/2013 10:27:06, INFO : Entered Eula page.
10/06/2013 10:27:08, INFO : Accepted Eula.

10/06/2013 10:27:51, INFO : Entered Encryption Selection page.
10/06/2013 10:27:55, INFO : Entered Ready to Upgrade page.
10/06/2013 10:27:56, INFO : Entered Progress page.
10/06/2013 10:27:56, INFO : Added copy SmAgentAPI.dll to the list of commands
10/06/2013 10:27:56, INFO : Added backup to the list of commands
10/06/2013 10:27:56, INFO : Added remove SEC to the list of commands
10/06/2013 10:27:56, INFO : Processing C:\sec_51\ServerInstaller\Sophos Enterprise Console with the commands: REMOVE="ALL"
10/06/2013 10:27:56, INFO : Added restore to the list of commands
10/06/2013 10:27:56, INFO : Processing C:\sec_51\ServerInstaller\Database32.msi with the commands: DATABASE_SERVERNAME="(local)\SOPHOS" DATABASE_USERNAME="SophosService" DATABASE_USERNAMEDOMAIN="SVR-APP01" INSTALLDIR="C:\Program Files\Sophos" ADDLOCAL="Core" UPGRADE="1" REBOOT="ReallySuppress"
10/06/2013 10:27:56, INFO : Added Database installation to the list of commands
10/06/2013 10:27:56, INFO : Processing C:\sec_51\ServerInstaller\Server32.msi with the commands: DATABASE_SERVERNAME="(local)\SOPHOS" DATABASE_CONNECTIONSTRING="Provider=SQLOLEDB;Integrated Security=SSPI;Initial Catalog=SOPHOS51;Data Source=SVR-APP01\SOPHOS;" SERVER_USERNAME="SophosService" SERVER_USERNAMEDOMAIN="SVR-APP01" SERVER_USERNAMEPASSWORD="********" SERVER_PORT="80" SERVER_FEEDBACKENABLED="1" INSTALLDIR="C:\Program Files\Sophos" INSTALLDIR32="C:\Program Files\Sophos" SUM_INSTALLDIR="C:\Program Files\Sophos\Update Manager" BASE64_ENCODED_PASSWORDS="1" ADDLOCAL="Core" UPGRADE="1" DB_UPGRADE_VERSION="4" REBOOT="ReallySuppress" BACKUPDIR="C:\Users\administrator.TRINITY_DOMAIN\Desktop"
10/06/2013 10:27:56, INFO : Added Management Server installation to the list of commands
10/06/2013 10:27:56, INFO : Processing C:\sec_51\ServerInstaller\Console32.msi with the commands: SERVER_PORT="80" SERVER_COMPUTERNAME="SVR-APP01" INSTALLDIR="C:\Program Files\Sophos" INSTALLDIR32="C:\Program Files\Sophos" ADDLOCAL="Core" REBOOT="ReallySuppress"
10/06/2013 10:27:56, INFO : Added Management Console installation to the list of commands
10/06/2013 10:27:56, INFO : Start state: Idle
10/06/2013 10:27:56, INFO : Deactivate state: Idle
10/06/2013 10:27:56, INFO : Activate state: Installing
10/06/2013 10:27:56, INFO : Verifying files in folder
10/06/2013 10:27:56, INFO : Target folder verification completed successfully
10/06/2013 10:27:56, INFO : Copied SmAgentAPI.dll from C:\sec_51\ServerInstaller\pre-reqs\SmAgent\SmAgentAPI.dll into C:\Program Files\Business Objects\BusinessObjects Enterprise 11\win32_x86\plugins\auth\secLDAP\SmAgentAPI.dll
10/06/2013 10:27:56, INFO : Copied C:\Program Files\Sophos\Enterprise Console\cac.pem to: C:\Users\administrator.TRINITY_DOMAIN\AppData\Local\Temp\2\cac.pem
10/06/2013 10:27:56, INFO : Copied C:\Program Files\Sophos\Enterprise Console\mrinit.conf to: C:\Users\administrator.TRINITY_DOMAIN\AppData\Local\Temp\2\mrinit.conf
10/06/2013 10:27:56, INFO : Copied C:\ProgramData\Sophos\Remote Management System\3\Router\table_router.txt to: C:\Users\administrator.TRINITY_DOMAIN\AppData\Local\Temp\2\table_router.txt
10/06/2013 10:27:56, INFO : Running command line: regedit /E "C:\Users\administrator.TRINITY_DOMAIN\AppData\Local\Temp\2\RegistryBackup.reg""HKEY_LOCAL_MACHINE\SOFTWARE\Sophos\EE"
10/06/2013 10:27:56, INFO : Command: Sophos Enterprise Console Backup Tool succeeded
10/06/2013 10:27:56, INFO : About to disable custom actions in cached Sophos Enterprise Console MSI that would otherwise prevent upgrade from succeeding
10/06/2013 10:27:56, INFO : Path to cached Sophos Enterprise Console msi: C:\Windows\Installer\8f4f46.msi
10/06/2013 10:27:56, INFO : About to execute MSI query: UPDATE `InstallExecuteSequence` SET `Condition`='0' WHERE `Action`='Abort_NO_UI_v5'
10/06/2013 10:27:56, INFO : MSI query succeeded
10/06/2013 10:27:56, INFO : About to execute MSI query: UPDATE `InstallExecuteSequence` SET `Condition`='0' WHERE `Action`='Abort_NO_UI_v6'
10/06/2013 10:27:56, INFO : MSI query succeeded
10/06/2013 10:27:56, INFO : About to execute MSI query: UPDATE `InstallExecuteSequence` SET `Condition`='0' WHERE `Action`='Run_ARP_Applet'
10/06/2013 10:27:56, INFO : MSI query succeeded
10/06/2013 10:27:56, INFO : About to execute MSI query: UPDATE `InstallExecuteSequence` SET `Condition`='0' WHERE `Action`='MMC_Kill'
10/06/2013 10:27:56, INFO : MSI query succeeded
10/06/2013 10:27:56, INFO : About to execute MSI query: UPDATE `InstallExecuteSequence` SET `Condition`='0' WHERE `Action`='GroupAndUser_Delete.36CEF5E1_0A61_4F3D_8021_3EB65C4966D0'
10/06/2013 10:27:56, INFO : MSI query succeeded
10/06/2013 10:27:56, INFO : About to execute MSI query: UPDATE `InstallExecuteSequence` SET `Condition`='0' WHERE `Action`='GroupAndUser_DeleteRB.36CEF5E1_0A61_4F3D_8021_3EB65C4966D0'
10/06/2013 10:27:56, INFO : MSI query succeeded
10/06/2013 10:27:56, INFO : About to execute MSI query: UPDATE `InstallExecuteSequence` SET `Condition`='0' WHERE `Action`='DeleteAdminGroup_Uninstall.A7BF7F78_EC24_4CF0_9C11_B360F063EAEB'
10/06/2013 10:27:56, INFO : MSI query succeeded
10/06/2013 10:27:56, INFO : About to execute MSI query: UPDATE `InstallExecuteSequence` SET `Condition`='0' WHERE `Action`='CleanUp'
10/06/2013 10:27:56, INFO : MSI query succeeded
10/06/2013 10:27:56, INFO : About to execute MSI query: UPDATE `InstallUISequence` SET `Condition`='0' WHERE `Action`='SUM_Uninstall'
10/06/2013 10:27:56, INFO : MSI query succeeded
10/06/2013 10:27:56, INFO : About to execute MSI query: UPDATE `InstallUISequence` SET `Condition`='0' WHERE `Action`='SUM_Delete_Admin_Share'
10/06/2013 10:27:56, INFO : MSI query succeeded
10/06/2013 10:27:56, INFO : Successfully disabled custom actions in cached MSI
10/06/2013 10:27:56, INFO : Successfully updated registry to make SUM visible in Add Remove Programs
10/06/2013 10:27:56, INFO : About to Uninstall Sophos Enterprise Console
10/06/2013 10:27:59, INFO : Processing INSTALLMESSAGE_TERMINATE message from MSI
10/06/2013 10:27:59, INFO : Deactivate state: Installing
10/06/2013 10:27:59, INFO : Activate state: Failing
10/06/2013 10:27:59, INFO : Uninstallation of Sophos Enterprise Console failed with error code: 1618
10/06/2013 10:27:59, INFO : Ended uninstalling Sophos Enterprise Console
10/06/2013 10:27:59, INFO : Installation failed with error code: 1618
10/06/2013 10:27:59, INFO : Deactivate state: Failing
10/06/2013 10:27:59, INFO : Activate state: Failed
10/06/2013 10:27:59, INFO : Entered Installation failed page.
10/06/2013 10:31:30, INFO : Finished Bootstrapper
10/06/2013 10:31:30, INFO : Cleaned up socket.
10/06/2013 10:31:30, INFO : Uninitialized COM in main thread

Hello darkest_star,

sorry, couldn't reply yesterday. Strange that it reports Unable to locate - error 1618 means ERROR_INSTALL_ALREADY_RUNNING. Guess it is not a reboot required condition as the setup routine usually detects it. If there is no install running (no msiexec.exe process) the you should check the HKLM\Software\Microsoft\Windows\CurrentVersion\Installer registry key for the existence of an \InProgress subkey. There should be none, but if it is there any attempt to run the Installer will fail. The contents of this key might give you a hint which install apparently never completed. If it's actually some left-over it is usually safe to delete this key.

Of course if in doubt feel free to ask.

Christian

Hi

I have found a rouge MIS that had not completed but was not doing anything in the background.

Killing this process and the SEC Install now works, thanks for your time on this one.   :smileyhappy:

I may need to open a new post, but I now have installed 5.1 when I try to run it I get a "Management Server Conection Failed" messge

there are various options but the error that seems to be causing this is the fact that the Sophos Management Service is stopped on the server.

Trying to re-start the service gives a Error 0x80004005: Unspecified Error

Re-starting the server does not clear this

Any ideas? 

Hi,

The application event log is the the place to check when the management service fails to start:

http://www.sophos.com/en-us/support/knowledgebase/111898.aspx

Regards,

Jak