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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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    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
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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
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