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on accessing scanning disabled - update failed

g1IT

Hi, hopefully someone can help me with this.  every so often certain users keep getting this message, the only resolution i have found thus far has been to reinstall sophos with the same details and it works fine....for a while.  1 user has had the same issue 3 times in the past month.  it always goes the same way, install it and it works fine for a while, then it doesnt update, on access scanning is disabled and a reinstall works, then it just happens again.

 the log file below shows that savxp install failed but it doesnt tell me why.  ive also looked at event viewer and i cannot see anything in there at all.  i have tried clearing the temp files but it made no difference.  i know a re-install will fix the issue but i cannot keep doing this.  hopefully someone has came across this before and knows how to fix the issue/prevent it from happening in the future.

thanks

:45845


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    thanks for the reply, the results are below

    MSI (s) (BC:60) [11:09:14:807]: Executing op: ActionStart(Name=RollbackDisableServices,,)
    MSI (s) (BC:60) [11:09:14:808]: Executing op: CustomActionSchedule(Action=RollbackDisableServices,ActionType=1281,Source=BinaryData,Target=RollbackDisableServices,)
    MSI (s) (BC:60) [11:09:14:811]: Executing op: ActionStart(Name=DisableServices,,)
    MSI (s) (BC:60) [11:09:14:812]: Executing op: CustomActionSchedule(Action=DisableServices,ActionType=1025,Source=BinaryData,Target=DisableServices,)
    MSI (s) (BC:94) [11:09:14:814]: Invoking remote custom action. DLL: C:\Windows\Installer\MSIEC4D.tmp, Entrypoint: DisableServices
    MSI (s) (BC:60) [11:09:14:869]: Executing op: ActionStart(Name=SwiRollbackUpgrade.11DACB83_28A7_4FA6_AF5B_C006E340C101,,)
    MSI (s) (BC:60) [11:09:14:870]: Executing op: CustomActionSchedule(Action=SwiRollbackUpgrade.11DACB83_28A7_4FA6_AF5B_C006E340C101,ActionType=1281,Source=BinaryData,Target=SwiRollbackUpgrade,)
    MSI (s) (BC:60) [11:09:14:871]: Executing op: ActionStart(Name=SwiService_dereg.11DACB83_28A7_4FA6_AF5B_C006E340C101,,)
    MSI (s) (BC:60) [11:09:14:871]: Executing op: CustomActionSchedule(Action=SwiService_dereg.11DACB83_28A7_4FA6_AF5B_C006E340C101,ActionType=1122,Source=C:\Program Files (x86)\Sophos\Sophos Anti-Virus\Web Intelligence\,Target="C:\Program Files (x86)\Sophos\Sophos Anti-Virus\Web Intelligence\swi_service.exe" /unregisterService,)
    MSI (s) (BC:60) [11:09:14:941]: Executing op: ActionStart(Name=StopServices,Description=Stopping services,Template=Service: [1])
    MSI (s) (BC:60) [11:09:14:942]: Executing op: ProgressTotal(Total=1,Type=1,ByteEquivalent=1300000)
    MSI (s) (BC:60) [11:09:14:942]: Executing op: ServiceControl(,Name=Sophos Web Control Service,Action=2,Wait=1,)
    MSI (s) (BC:60) [11:09:15:943]: Executing op: ActionStart(Name=ForceStopSAVService,,)
    MSI (s) (BC:60) [11:09:15:945]: Executing op: CustomActionSchedule(Action=ForceStopSAVService,ActionType=1025,Source=BinaryData,Target=ForceStopSAVService,)
    MSI (s) (BC:40) [11:09:15:948]: Invoking remote custom action. DLL: C:\Windows\Installer\MSIF0B1.tmp, Entrypoint: ForceStopSAVService
    CustomAction ForceStopSAVService returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
    MSI (s) (BC:60) [11:09:15:979]: User policy value 'DisableRollback' is 0
    MSI (s) (BC:60) [11:09:15:979]: Machine policy value 'DisableRollback' is 0
    Action ended 11:09:15: InstallFinalize. Return value 3.

    im guessing the error is the one i have highlighted above, not sure what to do with that information though, any ideas?

    thanks again

    :45877
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  • 0

    thanks for the reply, the results are below

    MSI (s) (BC:60) [11:09:14:807]: Executing op: ActionStart(Name=RollbackDisableServices,,)
    MSI (s) (BC:60) [11:09:14:808]: Executing op: CustomActionSchedule(Action=RollbackDisableServices,ActionType=1281,Source=BinaryData,Target=RollbackDisableServices,)
    MSI (s) (BC:60) [11:09:14:811]: Executing op: ActionStart(Name=DisableServices,,)
    MSI (s) (BC:60) [11:09:14:812]: Executing op: CustomActionSchedule(Action=DisableServices,ActionType=1025,Source=BinaryData,Target=DisableServices,)
    MSI (s) (BC:94) [11:09:14:814]: Invoking remote custom action. DLL: C:\Windows\Installer\MSIEC4D.tmp, Entrypoint: DisableServices
    MSI (s) (BC:60) [11:09:14:869]: Executing op: ActionStart(Name=SwiRollbackUpgrade.11DACB83_28A7_4FA6_AF5B_C006E340C101,,)
    MSI (s) (BC:60) [11:09:14:870]: Executing op: CustomActionSchedule(Action=SwiRollbackUpgrade.11DACB83_28A7_4FA6_AF5B_C006E340C101,ActionType=1281,Source=BinaryData,Target=SwiRollbackUpgrade,)
    MSI (s) (BC:60) [11:09:14:871]: Executing op: ActionStart(Name=SwiService_dereg.11DACB83_28A7_4FA6_AF5B_C006E340C101,,)
    MSI (s) (BC:60) [11:09:14:871]: Executing op: CustomActionSchedule(Action=SwiService_dereg.11DACB83_28A7_4FA6_AF5B_C006E340C101,ActionType=1122,Source=C:\Program Files (x86)\Sophos\Sophos Anti-Virus\Web Intelligence\,Target="C:\Program Files (x86)\Sophos\Sophos Anti-Virus\Web Intelligence\swi_service.exe" /unregisterService,)
    MSI (s) (BC:60) [11:09:14:941]: Executing op: ActionStart(Name=StopServices,Description=Stopping services,Template=Service: [1])
    MSI (s) (BC:60) [11:09:14:942]: Executing op: ProgressTotal(Total=1,Type=1,ByteEquivalent=1300000)
    MSI (s) (BC:60) [11:09:14:942]: Executing op: ServiceControl(,Name=Sophos Web Control Service,Action=2,Wait=1,)
    MSI (s) (BC:60) [11:09:15:943]: Executing op: ActionStart(Name=ForceStopSAVService,,)
    MSI (s) (BC:60) [11:09:15:945]: Executing op: CustomActionSchedule(Action=ForceStopSAVService,ActionType=1025,Source=BinaryData,Target=ForceStopSAVService,)
    MSI (s) (BC:40) [11:09:15:948]: Invoking remote custom action. DLL: C:\Windows\Installer\MSIF0B1.tmp, Entrypoint: ForceStopSAVService
    CustomAction ForceStopSAVService returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
    MSI (s) (BC:60) [11:09:15:979]: User policy value 'DisableRollback' is 0
    MSI (s) (BC:60) [11:09:15:979]: Machine policy value 'DisableRollback' is 0
    Action ended 11:09:15: InstallFinalize. Return value 3.

    im guessing the error is the one i have highlighted above, not sure what to do with that information though, any ideas?

    thanks again

    :45877
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