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Endpoints Failing to Install New Update

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Hello,

After receiving the new update (10.3.7 3.51) I have 100+ endpoints that are failing to uninstall the new software.  During the install process the old versions of the software are uninstalled, then when the install is starting they error out.  I'm receiving either an "Installation of Sophos AutoUpdate Failed [0x00000008]" error or an "A runtime error occurred. [0x00000062]" error.

From my testing, when this error occurs it's because the AutoUpdate folder that's created in either of the following locations has messed up permissions.  Basically, it won't allow anyone or anything to access it or delete it.  Those locations are:

C:\Program Files (x86)\Sophos\AutoUpdate  -or-  C:\ProgramData\Sophos\AutoUpdate\Cache\sophos_autoupdate1.dir

If I restart the PC with this problem and boot into Safe Mode, log in then out, the bad file is automatically deleted, restart into normal Windows and try the install again.  At that point everything installs correctly and there are no problems.  

I don't want to have to restart 100+ computers into safe mode if I don't have to, we need a better solution and soon because these computers with this problem are unprotected right now.  Thanks for anyone's help!

:50144


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    I have tested this morning and found that I can re-protect a computer from the console which will install the AV and the AutoUpdate client.  Once that finishes, it should pull down the RMS msi file which I manually ran with the following script:

    msiexec /i "C:\ProgramData\Sophos\AutoUpdate\Cache\rms\Sophos Remote Management System.msi" /qn /l* C:\Temp\SophosRMS.txt

    This will silently install the RMS piece and log it to C:\Temp\SophosRMS.txt.

    My next test is re-protecting a failed endpoint then pushing the above script with KACE which I plan to do this afternoon.  We are in the process of updating our KACE agents.

    Last I heard from my escalated support ticket is that they thought there may be a connection to the KACE and were researching it and would get back to me.  I tried uninstalling a KACE agent, rebooting, and re-protecting a PC and that didn't work so I've kept along this path of manually fixing it until I hear something definitive from support.

    :50356
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  • 0

    I have tested this morning and found that I can re-protect a computer from the console which will install the AV and the AutoUpdate client.  Once that finishes, it should pull down the RMS msi file which I manually ran with the following script:

    msiexec /i "C:\ProgramData\Sophos\AutoUpdate\Cache\rms\Sophos Remote Management System.msi" /qn /l* C:\Temp\SophosRMS.txt

    This will silently install the RMS piece and log it to C:\Temp\SophosRMS.txt.

    My next test is re-protecting a failed endpoint then pushing the above script with KACE which I plan to do this afternoon.  We are in the process of updating our KACE agents.

    Last I heard from my escalated support ticket is that they thought there may be a connection to the KACE and were researching it and would get back to me.  I tried uninstalling a KACE agent, rebooting, and re-protecting a PC and that didn't work so I've kept along this path of manually fixing it until I hear something definitive from support.

    :50356
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