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Software Update Failed - Stuck downloading binaries

ash

One of our update managers has suddenly (over the Christmas/New Year break) started having issues with software updates.

In the console it shows an error of "Software update failed" and it sits on "Download binaries" and never moves

In the update manager details it has the error code of 80040401

On the actual update manager server itself I see the following errors in the application event log

Log Name:      Application
Source:        SophosUpdateManager
Date:          5/01/2010 8:04:23 AM
Event ID:      16424
Task Category: None
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      xxxxxxx
Description:
Failed to update Sophos Update Manager because the installer returned error code 1603. The Sophos Update Manager service will be restarted.

and

Log Name:      Application
Source:        SophosUpdateManager
Date:          5/01/2010 8:04:24 AM
Event ID:      16422
Task Category: None
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      xxxxxxxx
Description:
Sophos Update Manager failed to update from product release 'Payload-SDDM' with version 3.50 as the installer returned an error: 1603

1603 is a MSI installer permissions error. The system account has full permissions on the Sophos installation directory though.

Any thoughts on this issue?

:612


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  • 0

    Guess it is ?

    It can happen if the server is in a domain. The solution is the following registry key:{HKLM\Software\Microsoft\Windows\CurrentVersion\Uninstall\{2C7A82DB-69BC-4198-AC26-BB862F1BE4D0}. It should containYourServer;YourDomain;SophosUpdateMgr;0;0 - but sometimes the domain is missing or YourServer contains one of the DCs. Correct the values and force an update (and watch this key).

    Christian

    :613
  • 0

    Hey Christian,

    Thanks for that.

    Does the change need to be made for the UserData registry entry? Mine currently has DC;;domain_user_account;0;0

    I'm guessing that needs to be AV_Server;Domain;domain_user_account;0;0

    Sound right??

    Ash

    :625
  • 0

    That has in fact fixed that issue

    Thanks Christian!

    Ash

    :626
  • 0

    That fixed my issues with downloading binaries also, thanks Christian

    :14415
  • 0

    I am getting the same error, I dont see {2C7A82DB-69BC-4198-AC26-BB862F1BE4D0 } as an entry in my registry.  I also dont see any other Sophos registry entries under the Uninstall folder.

    :18071
  • 0

    Here is the error I am getting under the SUMTrace log,

    2011-10-20 11:45:32 : EventLog: 3758112805 1 Inserts:> "Payload-SDDM" "27.39" "Failed to launch self-updater child process!  Error code = 3"

    :18079
  • 0

    Hello matt4588,

    guess you are on a 64bit system where the key is {HKLM\Software\Wow6432Node\Microsoft\Windows\CurrentVersion\Uninstall\{2C7A82DB-69BC-4198-AC26-BB862F1BE4D0} . 

    HTH

    Christian

    :18095
  • 0

    Christian,

    This didnt fix the issue.  It still fails while downloading the binaries.  The proection data is downloading and installing without issues.  It is just the binaries that are failing.

    :18133
  • 0

    Hello Matt,

    never saw this message about  the self-updater child process (at least I can't remember it). A few more lines from the trace would help (perhaps starting from GatherCurrencyData: Considering payload Payload-SDDM... ).  I assume you have at least restarted the Sophos Update Manager service? Did you find they key/value and did you have to modify it or was the value correct in the first place?

    Christian

    :18163
  • 0

    Hey Christian,

    Here are more lines from the trace,

    2011-10-24 09:13:32 : GatherCurrencyData: Considering payload Payload-SDDM...
    2011-10-24 09:13:32 : GatherCurrencyData: Payload version information has changed, proceeding.
    2011-10-24 09:13:32 : GatherCurrencyData: Obtaining currency data...
    2011-10-24 09:13:32 : GatherCurrencyData: ReleaseHasRole(EPS) threw an exception, returning false.  Details: Attribute not found.
    2011-10-24 09:13:32 : GatherCurrencyData: No relevant attributes found for this payload.
    2011-10-24 09:13:32 : Cmd-ALL << [I0009][ActionGatherCurrencyData-SDDM][DispatcherPrograms-2011-10-24T14-13-27-41] Action 'ActionGatherCurrencyData-SDDM' with caller 'DispatcherPrograms-2011-10-24T14-13-27-41' succeeded!
    2011-10-24 09:13:32 : Cmd-ALL << [I1021][ActionDecodeEverything-SDDM][DispatcherPrograms-2011-10-24T14-13-27-41] Action 'ActionDecodeEverything-SDDM' with caller 'DispatcherPrograms-2011-10-24T14-13-27-41' started...
    2011-10-24 09:13:32 : Cmd-ALL << [S001A][H:\Sophos Updates\Working\.\Decoded-SDDM\A845A8B5-6532-4EF1-B19E-1DB2B3CB73D1][sum][A845A8B5-6532-4EF1-B19E-1DB2B3CB73D1][RECOMMENDED] The decode operation was successful (and NULL).
    2011-10-24 09:13:32 : Cmd-ALL << [S0013][H:\Sophos Updates\Working\.\Decoded-SDDM] The decode operation was successful, and no new data files were decoded.
    2011-10-24 09:13:32 : Cmd-ALL << [I0009][ActionDecodeEverything-SDDM][DispatcherPrograms-2011-10-24T14-13-27-41] Action 'ActionDecodeEverything-SDDM' with caller 'DispatcherPrograms-2011-10-24T14-13-27-41' succeeded!
    2011-10-24 09:13:32 : Cmd-ALL << [I1021][ActionSelfUpdate-SDDM][DispatcherPrograms-2011-10-24T14-13-27-41] Action 'ActionSelfUpdate-SDDM' with caller 'DispatcherPrograms-2011-10-24T14-13-27-41' started...
    2011-10-24 09:13:32 : SelfUpdateOperation::Execute has begun!
    2011-10-24 09:13:32 : SelfUpdateOperation: No previous self-update to clean up, starting a new one.
    2011-10-24 09:13:32 : If I was going to self-update, I would now do so from: H:\Sophos Updates\Working\.\Decoded-SDDM\A845A8B5-6532-4EF1-B19E-1DB2B3CB73D1
    2011-10-24 09:13:32 : Furthermore, statusFilePath is C:\Program Files (x86)\Sophos\Enterprise Console\SUM\.\SUM_Status.xml
    2011-10-24 09:13:32 : EventLog: 3758112805 1 Inserts:> "Payload-SDDM" "27.39" "Failed to launch self-updater child process!  Error code = 2"
    2011-10-24 09:13:32 : Cmd-ALL << [E4025][Payload-SDDM][27.39][Failed to launch self-updater child process!  Error code = 2] Failed to self-update from payload 'Payload-SDDM', version 27.39.  Details: Failed to launch self-updater child process!  Error code = 2

    The registry didnt contain the correct value, I had to change it.  I did restart the SUM service after correcting.  I also need to mention that we recently moved the sophos update folder to another drive.  It was not updating before because of low disk space.  Once I moved it to another drive,  the protection updates started working, but not the binary updates. 

    Matt

    :18187