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Why Doesn't support answer my emails?

KenLaffy

Been working with them on an installation issue. They sent me a diagnostic utility, I sent them some logs, they answered once and now its been days and days and they will not respond and I have a customer with no A-V on their desktops and servers and Support is stonewalling me. Any ideas what I should do???

:17789


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  • 0

    HI,

    Well we can try and assist here in parallel but I would suggest giving them a call with your case number.

    What is the problem you have?

    Is the problem with the install of the client software or Enterprise Conosole?

    Regards,

    Jak

    :17791
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    First I tried installing from the console and that failed completely, then I tried manually installing on the client and that failed as well, then I contacted support and they sent me a link to a diagnotic utility. I ran that and sent them the file it created. THey sent me back a pretty quick response why it would not install. I fixed that and it about half way installed. I ran the diagnotic again and sent them the new results. I have not heard from them since.

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  • 0

    Hi,

    So you manually ran setup.exe from the update share.  This installed Sophos AutoUpdate (SAU) which in turn pulled down the packages such as Remote Management System (RMS), Sophos Anti-Virus (SAV), Sophos Client Firewall (SCF), etc..  Once SAU had essentially copied the share locally it would have attempted to install the packages in the order of RMS, SAV, SCF, SAU.  Do you know which of those products failed to install?

    The actions of SAU are all logged to the log file:

    "\ProgramData\Sophos\AutoUpdate\Logs \Alupdate[timestamp].log"

    or

    \program files\sophos\AutoUpdate\Logs \Alupdate[timestamp].log" (on XP/2003).

    As SAU installs the components as SYSTEM, the logs of the installs would have been written to "\windows\temp\" by default?

    Note: There are 2 logs for SAV, the install log and the custom action log (the timestamps match the pair) but identifying the product that failed to install would be the first step,

    Regards,

    Jak 

    :17795