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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

    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
Reply
  • 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
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