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Regular Visitor
NeedSophort
Posts: 6
Registered: ‎Thu 07-Oct-2010
0

Installation of product RMS failed...

Okay, so in my continuing quest to understand and get this program to work I've run across a new stumbling block.  The Sophos AutoUpdate downloads all the updates successfully, but when going to install the first one, RMSNT, it fails.  The Alc.log shows "Installation of product RMSNT failed"

 

Here's what the ALUpdate.log file shows:

Trace(2010-Oct-13 08:48:55): UpdateCoordinator::UpdateNow: About to Action list of products
Trace(2010-Oct-13 08:48:55): SetupAction::Execute: Creating thread to install product RMSNT
Trace(2010-Oct-13 08:48:55): SetupAction::Run: Installing Product RMSNT
Trace(2010-Oct-13 08:48:55): ALUpdate(Action.Execute): RMSNT
Trace(2010-Oct-13 08:48:55): SetupAction::Run: Preparing...
Trace(2010-Oct-13 08:48:55): CIDUpdateLocation::smileytongue:repare... entered
Trace(2010-Oct-13 08:48:55): CheckManifest completed successfully
Trace(2010-Oct-13 08:48:55): SetupAction::Run: Prepare succeeded
Trace(2010-Oct-13 08:48:55): SetupAction::Execute: Could not create instance of IProductSetup2. Reverting to IProductSetup
Trace(2010-Oct-13 08:49:07): ALUpdate(Install.Failure): RMSNT
Trace(2010-Oct-13 08:49:07): SetupAction::Execute: Thread to install RMSNT returns 0
Trace(2010-Oct-13 08:49:07): SetupAction::Execute: Creating thread to install product SAVXP
Trace(2010-Oct-13 08:49:07): SetupAction::Run: Installing Product SAVXP
Trace(2010-Oct-13 08:49:07): ALUpdate(Action.Execute): SAVXP
Trace(2010-Oct-13 08:49:07): SetupAction::Run: Preparing...
Trace(2010-Oct-13 08:49:07): CIDUpdateLocation::smileytongue:repare... entered
Trace(2010-Oct-13 08:49:08): CheckManifest completed successfully
Trace(2010-Oct-13 08:49:08): SetupAction::Run: Prepare succeeded
Trace(2010-Oct-13 08:49:08): SetupAction::Execute: Could not create instance of IProductSetup2. Reverting to IProductSetup
Trace(2010-Oct-13 08:49:33): ALUpdate(Action.Success):
Trace(2010-Oct-13 08:49:33): SetupAction::Execute: Successfully installed Product from : C:/Program Files/Sophos/AutoUpdate/cache/savxp
Trace(2010-Oct-13 08:49:33): SetupAction::Execute: Thread to install SAVXP returns 1
Trace(2010-Oct-13 08:49:33): ALUpdate(Action.Skipped): Sophos Client Firewall
Trace(2010-Oct-13 08:49:33): ALUpdate(Action.Skipped): Sophos AutoUpdate
Trace(2010-Oct-13 08:49:34): RMSMessageHandler: ALUpdateEnd

 

What I've done: 

I've assigned the Sophos AutoUpdate Service (ALsvr.exe) to login using a local administrator and verified that all permissions and security settings allow said local admin access to read and write to the harddrive.  I've also cleared the cache just in case and had Sophos download all files again.

 

Is there anything else I should look for?  I'm not sure what the instance of IProductSetup2 is or what it's trying to create.  Any help in that area might help steer me in the right direction.  Thanks in advance!

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jak
Posts: 1,813
Registered: ‎Sat 19-Dec-2009
0

Re: Installation of product RMS failed...

[ Edited ]

We would need to see the msi log of RMS from \Windows\temp (providing Autoupdate is still running as system) to say for sure. There is also an associated clientmrinit log in the same directory that goes along with the install.

 

http://www.sophos.com/support/knowledgebase/article/26408.html is the most likely problem with the RMS package, namely a 1722 error due to clientmrinit.exe not finding the files it requires.

 

So I would suggest, opening the msi log, then search for: 

 

"value 3" (minus the quotes)

If you find something, check a few lines above for a failure, hopefully this will put you in the right area.

 

Thanks
Jak

Regular Visitor
NeedSophort
Posts: 6
Registered: ‎Thu 07-Oct-2010
0

Re: Installation of product RMS failed...

Hey Jak,

 

Thanks for the advice!  The knowledge base article did the trick!  Not sure why it was missing one of those files, but it did allow it to install the update.  I'll have to watch it to make sure it doesn't continue, however.  Thanks again!

Executive VIP
jak
Posts: 1,813
Registered: ‎Sat 19-Dec-2009
0

Re: Installation of product RMS failed...

Glad it helped.  Those 2 files should be copied to the client machine by setup.exe when it's run from the share as part of a managed install.

 

AutoUpdate then installs, pulls down all the other files and starts installing packages, the RMS install is first and expects to find those files waiting in the "program files\sophos\remote management system\" directory.

 

Thanks,

Jak