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Problem Updating 6.00.1 to 7.00.1.2

MarcoZ

Hey,

currently I am in the process of updating old safeguard clients (~500) from 5.60 / 5.80 / 6.00 / 6.00.1 to the newest version. Uninstalling the old and then installing the new version takes a lot of reboots and therefore a lot of time, so I thought I give updating a try. Since I dont want to have too many steps in between I decided its good enough to only update my 6.00.X clients to 7.00.1.2 - something which should be fairly easy considering the Sophos Upgrade guide document.

Well, on my test system the whole process doesnt seem that easy.

System: Win 7 64bit

Safeguard Version installed: 6.00.1

Safeguard Version I want to update to: 7.00.1.2

When trying to update to 7.00.2.23 the installer says clearly that I cant upgrade from this to that version, so I tried 7.00.1.2 - the PreInstall and Client Packages do install successfully. BUT a) the configuration protection doesnt get removed and b) I cant install my configuration package so that the client uses the new enterprise server and not the old one. Trying to install the configuration package ends in a generic error along the lines of "the installer ended with an error, no changes where made". 

I'm at a total loss here - anything I overlooked?



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  • 0
    Still trying, still no luck. Here's the log-file from the configuration install attempt:

    === Protokollierung gestartet: 25.09.2015 13:32:33 ===
    Aktion gestartet um 13:32:33: INSTALL.
    Aktion gestartet um 13:32:33: CommonAppDataFolder.C97C0CAD_9A84_494F_B121_40CFE3DCEF70.
    Aktion beendet um 13:32:33: CommonAppDataFolder.C97C0CAD_9A84_494F_B121_40CFE3DCEF70. Rückgabewert 1.
    Aktion gestartet um 13:32:33: CommonAppDataFolder.E82168B5_36B7_4920_8A2D_A40CF736188E.
    Aktion beendet um 13:32:33: CommonAppDataFolder.E82168B5_36B7_4920_8A2D_A40CF736188E. Rückgabewert 1.
    Aktion gestartet um 13:32:33: AppSearch.
    Aktion beendet um 13:32:33: AppSearch. Rückgabewert 1.
    Aktion gestartet um 13:32:33: FindRelatedProducts.
    Aktion beendet um 13:32:33: FindRelatedProducts. Rückgabewert 1.
    Aktion gestartet um 13:32:33: TestTimeStamp_Post_60.
    Fri Sep 25 13:32:33: Client_Config_Timestamp_Control - INST_IsTimeStampNewer has Value: 130652712228030000
    Fri Sep 25 13:32:33: INST_IsTimeStampNewer: The package which you attempt to install is newer than the already installed package.
    Aktion beendet um 13:32:33: TestTimeStamp_Post_60. Rückgabewert 1.
    Aktion gestartet um 13:32:33: LaunchConditions.
    Aktion beendet um 13:32:33: LaunchConditions. Rückgabewert 1.
    Aktion gestartet um 13:32:33: ValidateProductID.
    Aktion beendet um 13:32:33: ValidateProductID. Rückgabewert 1.
    Aktion gestartet um 13:32:33: CostInitialize.
    Aktion beendet um 13:32:33: CostInitialize. Rückgabewert 1.
    Aktion gestartet um 13:32:33: FileCost.
    Aktion beendet um 13:32:33: FileCost. Rückgabewert 1.
    Aktion gestartet um 13:32:33: CostFinalize.
    Aktion beendet um 13:32:33: CostFinalize. Rückgabewert 1.
    Aktion gestartet um 13:32:33: MigrateFeatureStates.
    Aktion beendet um 13:32:33: MigrateFeatureStates. Rückgabewert 0.
    Aktion gestartet um 13:32:33: InstallValidate.
    Aktion beendet um 13:32:33: InstallValidate. Rückgabewert 1.
    Aktion gestartet um 13:32:33: PrepWriteTimeStamp_6x.
    Aktion beendet um 13:32:33: PrepWriteTimeStamp_6x. Rückgabewert 1.
    Aktion gestartet um 13:32:33: InstallInitialize.
    Aktion beendet um 13:32:34: InstallInitialize. Rückgabewert 1.
    Aktion gestartet um 13:32:34: RememberLocalCacheFolder.E82168B5_36B7_4920_8A2D_A40CF736188E.
    Aktion beendet um 13:32:34: RememberLocalCacheFolder.E82168B5_36B7_4920_8A2D_A40CF736188E. Rückgabewert 1.
    Aktion gestartet um 13:32:34: WriteTimeStamp_6x.
    Aktion beendet um 13:32:35: WriteTimeStamp_6x. Rückgabewert 1.
    Aktion gestartet um 13:32:35: ProcessComponents.
    Aktion beendet um 13:32:35: ProcessComponents. Rückgabewert 1.
    Aktion gestartet um 13:32:35: MsiUnpublishAssemblies.
    Aktion beendet um 13:32:35: MsiUnpublishAssemblies. Rückgabewert 0.
    Aktion gestartet um 13:32:35: UnpublishFeatures.
    Aktion beendet um 13:32:35: UnpublishFeatures. Rückgabewert 1.
    Aktion gestartet um 13:32:35: RemoveRegistryValues.
    Aktion beendet um 13:32:35: RemoveRegistryValues. Rückgabewert 1.
    Aktion gestartet um 13:32:35: RemoveFiles.
    Aktion beendet um 13:32:35: RemoveFiles. Rückgabewert 0.
    Aktion gestartet um 13:32:35: RemoveFolders.
    Aktion beendet um 13:32:35: RemoveFolders. Rückgabewert 1.
    Aktion gestartet um 13:32:35: CreateFolders.
    Aktion beendet um 13:32:35: CreateFolders. Rückgabewert 1.
    Aktion gestartet um 13:32:35: InstallFiles.
    Aktion beendet um 13:32:35: InstallFiles. Rückgabewert 1.
    Aktion gestartet um 13:32:35: WriteRegistryValues.
    Aktion beendet um 13:32:35: WriteRegistryValues. Rückgabewert 1.
    Aktion gestartet um 13:32:35: RegisterUser.
    Aktion beendet um 13:32:35: RegisterUser. Rückgabewert 1.
    Aktion gestartet um 13:32:35: RegisterProduct.
    Aktion beendet um 13:32:35: RegisterProduct. Rückgabewert 1.
    Aktion gestartet um 13:32:35: MsiPublishAssemblies.
    Aktion beendet um 13:32:35: MsiPublishAssemblies. Rückgabewert 0.
    Aktion gestartet um 13:32:35: PublishFeatures.
    Aktion beendet um 13:32:35: PublishFeatures. Rückgabewert 1.
    Aktion gestartet um 13:32:35: PublishProduct.
    Aktion beendet um 13:32:35: PublishProduct. Rückgabewert 1.
    Aktion gestartet um 13:32:35: ImportLCCustomerCert_Post_60.
    Aktion beendet um 13:32:35: ImportLCCustomerCert_Post_60. Rückgabewert 1.
    Aktion gestartet um 13:32:35: SGNCmdInt_Post_60.
    Aktion beendet um 13:32:35: SGNCmdInt_Post_60. Rückgabewert 1.
    Aktion gestartet um 13:32:35: ScheduleReboot.
    Aktion beendet um 13:32:35: ScheduleReboot. Rückgabewert 1.
    Aktion gestartet um 13:32:35: InstallFinalize.
    Fri Sep 25 13:32:36: Client_Config_Timestamp_Control - INST_WriteTimeStampCA Value: 130652712228030000
    Fri Sep 25 13:32:36: Client_Config_Timestamp_Control - INST_IsTimeStampNewer has Value: 130652712228030000
    Fri Sep 25 13:32:36: Client_Config_Timestamp_Control - INST_IsTimeStampNewer has new Value: 130652712228030000
    Fri Sep 25 13:32:36: Entered LocalCacheImportCustomerCertificate
    Fri Sep 25 13:32:36: There is already another company certificate!
    Fri Sep 25 13:32:36: Entered VerifyAndCompareNewCCToExistingCC
    Fri Sep 25 13:32:37: Failed to open C:\ProgramData\Utimaco\SafeGuard Enterprise\Import\company.p7b via SGMCompanySignedInputFile with error (30079)
    Fri Sep 25 13:32:37: Failed to verify C:\ProgramData\Utimaco\SafeGuard Enterprise\Import\company.p7b, leaving with error!
    CustomAction ImportLCCustomerCert_Post_60 returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
    Aktion beendet um 13:32:37: InstallFinalize. Rückgabewert 3.
    Aktion beendet um 13:32:38: INSTALL. Rückgabewert 3.
    Property(S): UpgradeCode = {7A5900B3-2440-4426-844E-C32583E293C5}
    Property(S): ROOTDRIVE = D:\
    Property(S): UMA_STATE = C:\ProgramData\Utimaco\SafeGuard Enterprise\LocalCache\uma\config\umastate.xml
    Property(S): INSTALLDIR = C:\Program Files (x86)\Sophos\
    Property(S): ImportCAF = C:\ProgramData\Utimaco\SafeGuard Enterprise\Import\
    Property(S): MsiLogFileLocation = C:\Users\Administrator\Desktop\test.txt
    Property(S): ProductName = Sophos SafeGuard Client Configuration 7.00.0.97
    Property(S): PackageCode = {4AB26EF1-1491-44B3-A193-BB79B1D3F544}
    Property(S): ProductState = -1
    Property(S): WIXUI_TARGETDIR = TARGETDIR
    Property(S): CURRENTDIRECTORY = C:\Users\Administrator\Desktop
    Property(S): PackagecodeChanging = 1
    Property(S): ARPNOMODIFY = 1
    Property(S): ARPNOREPAIR = 1
    Property(S): WriteTimeStamp_6x = 130652712228030000
    Property(S): ProgramFilesFolder = C:\Program Files (x86)\
    Property(S): TARGETDIR = D:\
    Property(S): LocalCacheCAF = C:\ProgramData\Utimaco\SafeGuard Enterprise\LocalCache\
    Property(S): SafeGuardEnterpriseCAF = C:\ProgramData\Utimaco\SafeGuard Enterprise\
    Property(S): UtimacoCAF = C:\ProgramData\Utimaco\
    Property(S): CommonAppDataFolder = C:\ProgramData\
    Property(S): SystemFolder = C:\Windows\SysWOW64\
    Property(S): SourceDir = C:\Users\Administrator\Desktop\
    Property(S): REBOOTPROMPT = S
    Property(S): SGN_CLIENT_POST_6_0 = {B34D3F61-0754-487D-A6E2-16448F6803EE}
    Property(S): SGN_CLIENT_6X = {B34D3F61-0754-487D-A6E2-16448F6803EE}
    Property(S): Privileged = 1
    Property(S): Manufacturer = Sophos Ltd.
    Property(S): ProductCode = {EC99DFB1-CCCA-4CF6-B5E6-BBE2DF2906C1}
    Property(S): ProductLanguage = 1031
    Property(S): ProductVersion = 7.00.0.97
    Property(S): ProductCopyRightAscii = 1996 - 2014 Sophos Limited. All rights reserved. SafeGuard is a registered trademark of Sophos Limited and Sophos Group.
    Property(S): NameDisplay = SafeGuard Enterprise Client Configuration 7.00.0.97
    Property(S): ARPPRODUCTICON = ProductIcon
    Property(S): ARPHELPLINK = http://sophos.com/support
    Property(S): ARPURLUPDATEINFO = http://sophos.com
    Property(S): ARPURLINFOABOUT = http://sophos.com
    Property(S): ALLUSERS = 1
    Property(S): ApplicationFolderName = Sophos
    Property(S): WixAppFolder = WixPerMachineFolder
    Property(S): ADD_LICOWNER = 0
    Property(S): ADD_CCO = 0
    Property(S): CFG_TIME_STAMP = 130652712228030000
    Property(S): CA_TIME_STAMP = 1
    Property(S): UMA_INITIALIZED = 0
    Property(S): ADD_CACERT = 0
    Property(S): DefaultUIFont = Tahoma_Regular
    Property(S): WixUI_Mode = Mondo
    Property(S): WIXUI_INSTALLDIR = INSTALLDIR
    Property(S): ErrorDialog = Sophos_ErrorDlg
    Property(S): SecureCustomProperties = ADD_CCO;ADD_LICOWNER;CA_TIME_STAMP;CFG_TIME_STAMP;CLI_CONFIG_FOUND;DEMO_CONFIG_FOUND;INSTALLDIR;NEWER_OFFLINE_CLIENT_FOUND;NEWER_VERSION_FOUND;SGN_CLIENT_55X;SGN_CLIENT_56X;SGN_CLIENT_6X;SGN_CLIENT_INSTALLED;SGN_CLIENT_POST_6_0;SGN_MC_FOUND;SGN_SERVER_FOUND;UPGRADE_CLI_CONFIG;UPGRADE_OFFLINE_CLIENT
    Property(S): SGN_CLIENT_INSTALLED = {B34D3F61-0754-487D-A6E2-16448F6803EE}
    Property(S): INSTALLDIR.E82168B5_36B7_4920_8A2D_A40CF736188E = C:\Program Files (x86)\Sophos\
    Property(S): Utimaco.E82168B5_36B7_4920_8A2D_A40CF736188E = C:\ProgramData\Utimaco\
    Property(S): SafeGuard_Enterprise.E82168B5_36B7_4920_8A2D_A40CF736188E = C:\ProgramData\Utimaco\SafeGuard Enterprise\
    Property(S): CommonAppDataFolder.E82168B5_36B7_4920_8A2D_A40CF736188E = C:\ProgramData\
    Property(S): SetRunOnce.E82168B5_36B7_4920_8A2D_A40CF736188E = C:\ProgramData\Utimaco\SafeGuard Enterprise\
    Property(S): SG_FIRST_INST.D24A959E_A4BC_4D20_95BE_57AE82C2F9E7 = C:\Program Files (x86)\Sophos\
    Property(S): INSTALLDIR.D24A959E_A4BC_4D20_95BE_57AE82C2F9E7 = C:\Program Files (x86)\Sophos\
    Property(S): Import.C97C0CAD_9A84_494F_B121_40CFE3DCEF70 = C:\ProgramData\Utimaco\SafeGuard Enterprise\Import\
    Property(S): SafeGuard_Enterprise.C97C0CAD_9A84_494F_B121_40CFE3DCEF70 = C:\ProgramData\Utimaco\SafeGuard Enterprise\
    Property(S): Utimaco.C97C0CAD_9A84_494F_B121_40CFE3DCEF70 = C:\ProgramData\Utimaco\
    Property(S): CommonAppDataFolder.C97C0CAD_9A84_494F_B121_40CFE3DCEF70 = C:\ProgramData\
    Property(S): APPS_TEST.C97C0CAD_9A84_494F_B121_40CFE3DCEF70 = 1
    Property(S): CLIENTUILEVEL = 2
    Property(S): CLIENTPROCESSID = 3380
    Property(S): VersionDatabase = 301
    Property(S): VersionMsi = 5.00
    Property(S): VersionNT = 601
    Property(S): VersionNT64 = 601
    Property(S): WindowsBuild = 7601
    Property(S): ServicePackLevel = 1
    Property(S): ServicePackLevelMinor = 0
    Property(S): MsiNTProductType = 1
    Property(S): WindowsFolder = C:\Windows\
    Property(S): WindowsVolume = C:\
    Property(S): System64Folder = C:\Windows\system32\
    Property(S): RemoteAdminTS = 1
    Property(S): TempFolder = C:\Users\ADMINI~1\AppData\Local\Temp\
    Property(S): CommonFilesFolder = C:\Program Files (x86)\Common Files\
    Property(S): ProgramFiles64Folder = C:\Program Files\
    Property(S): CommonFiles64Folder = C:\Program Files\Common Files\
    Property(S): AppDataFolder = C:\Users\Administrator\AppData\Roaming\
    Property(S): FavoritesFolder = C:\Users\Administrator\Favorites\
    Property(S): NetHoodFolder = C:\Users\Administrator\AppData\Roaming\Microsoft\Windows\Network Shortcuts\
    Property(S): PersonalFolder = C:\Users\Administrator\Documents\
    Property(S): PrintHoodFolder = C:\Users\Administrator\AppData\Roaming\Microsoft\Windows\Printer Shortcuts\
    Property(S): RecentFolder = C:\Users\Administrator\AppData\Roaming\Microsoft\Windows\Recent\
    Property(S): SendToFolder = C:\Users\Administrator\AppData\Roaming\Microsoft\Windows\SendTo\
    Property(S): TemplateFolder = C:\ProgramData\Microsoft\Windows\Templates\
    Property(S): LocalAppDataFolder = C:\Users\Administrator\AppData\Local\
    Property(S): MyPicturesFolder = C:\Users\Administrator\Pictures\
    Property(S): AdminToolsFolder = C:\ProgramData\Microsoft\Windows\Start Menu\Programs\Administrative Tools\
    Property(S): StartupFolder = C:\ProgramData\Microsoft\Windows\Start Menu\Programs\Startup\
    Property(S): ProgramMenuFolder = C:\ProgramData\Microsoft\Windows\Start Menu\Programs\
    Property(S): StartMenuFolder = C:\ProgramData\Microsoft\Windows\Start Menu\
    Property(S): DesktopFolder = C:\Users\Public\Desktop\
    Property(S): FontsFolder = C:\Windows\Fonts\
    Property(S): GPTSupport = 1
    Property(S): OLEAdvtSupport = 1
    Property(S): ShellAdvtSupport = 1
    Property(S): MsiAMD64 = 6
    Property(S): Msix64 = 6
    Property(S): Intel = 6
    Property(S): PhysicalMemory = 8098
    Property(S): VirtualMemory = 14663
    Property(S): AdminUser = 1
    Property(S): MsiTrueAdminUser = 1
    Property(S): LogonUser = Administrator
    Property(S): UserSID = S-1-5-21-4239458404-2997230523-3826758870-500
    Property(S): UserLanguageID = 1031
    Property(S): ComputerName = IT-T8IAGT5K46JH
    Property(S): SystemLanguageID = 1031
    Property(S): ScreenX = 1024
    Property(S): ScreenY = 768
    Property(S): CaptionHeight = 22
    Property(S): BorderTop = 1
    Property(S): BorderSide = 1
    Property(S): TextHeight = 16
    Property(S): TextInternalLeading = 3
    Property(S): ColorBits = 32
    Property(S): TTCSupport = 1
    Property(S): Time = 13:32:38
    Property(S): Date = 25.09.2015
    Property(S): MsiNetAssemblySupport = 4.0.30319.34209
    Property(S): MsiWin32AssemblySupport = 6.1.7601.17514
    Property(S): RedirectedDllSupport = 2
    Property(S): MsiRunningElevated = 1
    Property(S): USERNAME = IT-Center
    Property(S): COMPANYNAME = [name removed]
    Property(S): DATABASE = C:\Windows\Installer\2900b.msi
    Property(S): OriginalDatabase = C:\Users\Administrator\Desktop\03_SGE_Konfigurationspaket_ITIS.msi
    Property(S): UILevel = 3
    Property(S): MsiUIProgressOnly = 1
    Property(S): MsiUIHideCancel = 1
    Property(S): ACTION = INSTALL
    Property(S): CostingComplete = 1
    Property(S): OutOfDiskSpace = 0
    Property(S): OutOfNoRbDiskSpace = 0
    Property(S): PrimaryVolumeSpaceAvailable = 0
    Property(S): PrimaryVolumeSpaceRequired = 0
    Property(S): PrimaryVolumeSpaceRemaining = 0
    Property(S): INSTALLLEVEL = 1
    Property(S): SOURCEDIR = C:\Users\Administrator\Desktop\
    Property(S): SourcedirProduct = {EC99DFB1-CCCA-4CF6-B5E6-BBE2DF2906C1}
    Property(S): ProductToBeRegistered = 1
    Property(S): MsiRebootActionScheduled = 1
    MSI (s) (84:18) [13:32:38:180]: Produkt: Sophos SafeGuard Client Configuration 7.00.0.97 -- Fehler bei der Installation.

    MSI (s) (84:18) [13:32:38:180]: Das Produkt wurde durch Windows Installer installiert. Produktname: Sophos SafeGuard Client Configuration 7.00.0.97. Produktversion: 7.00.0.97. Produktsprache: 1031. Hersteller: Sophos Ltd.. Erfolg- bzw. Fehlerstatus der Installation: 1603.

    === Protokollierung beendet: 25.09.2015 13:32:38 ===
  • 0
    The one thing I have noticed when upgrading is that you cannot add new features when upgrading to version 7. if you have configuration protection installed this might be the cause of the issue. It isn't included in version 6.1 and above so would need to be removed.

    Try removing configuration protection and then upgrading to version 7.

    Let us know how you get on.
  • 0
    Before you can upgrade a 6.00 client with Configuration Protection to 7.00 you first have to remove Configuration Protection. See best practice linked to in www.sophos.com/.../121907.aspx

    “First things first, but not necessarily in that order” – Doctor Who

  • 0
    Hello,

    I am experiencing the exact same issue going from 6.10 to 7.00.2.23. I am receiving the 1603 error. I just called support and they said sorry that we cannot assist you. I am stuck upgrading 35 machines.

    Property(S): Summary_Final = You installed successfully following features:
    MSI (s) (8C:B8) [15:30:57:697]: Windows Installer installed the product. Product Name: Sophos SafeGuard Client 7.00.2.23. Product Version: 7.00.2.23. Product Language: 1033. Manufacturer: Sophos Ltd.. Installation success or error status: 1603.

    Can anyone assist. I tried what was in the suggested answer and it's not working at all.

    I don't use POA and I don't use configuration protection.

    What should i do!?
  • 0

    We've run through a very similar exercise recently to get from 5.6, 6.0 and 6.1 versions to 7.00.2

    6.1 as a direct upgrade no problem, but 5.6 and 6.0 we more problematic, mainly as one previous poster has pointed out, because of configuration protection.

    The process that we had to follow was 

    1. Turn off tamper protection is Sophos AV for machines where we needed to uninstall CP.

    2. Remove CP by calling the MSI file for the installed version and using REMOVE=ConfigurationProtection at the command line (you can also do this manually by modifying the existing SG client in appwiz.cpl to remove the CP feature)

    3. Then you can install the next supported version (for 5.6 > 7.00.2 we went 5.6 > 6.1 > 7.00.2)

    4. Remember to turn on tamper protection (if relevant)

    More info about the upgrade process here

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