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SoPhos Agent Update Error?? (Ntp64, Hmpa64 Error)

itsang

I installed Sophos Agent file on Windows 2012R2 Standard server.
Some time ago, I see two errors in the sophos admin console.

As a result of checking the event, "Ntp64" installation failed error.
Another "Hmpa64" installation failed error.
There are many servers with this error.

Windows Server 2012 R2 Standard

windows server 2019 standard

Please tell me the cause of the Ntp64, Hmpa64 error and how to solve it

Thank you

Bro :)




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  • 0 in reply to itsang

    It would be network threat protection and hitman pro logs. 

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer

    The New Home of Sophos Support Videos!  - Visit Sophos Techvids
  • 0 in reply to GlennSen

    Hi

    I have attached the SoPhos Log file stored in the "windwos\Temp" folder you mentioned.
    Please analyze.

    Thank you.

    0083.Sophos_Temp_Log.zip

  • 0 in reply to itsang

    Starting with NTP, this is the failure:

    MSI (s) (A8:DC) [12:18:45:821]: Executing op: FolderCreate(Folder=C:\ProgramData\Sophos\Heartbeat\Persist\,Foreign=0,,SDDLText=O:BAG:SYD:PAI(A;OICI;FA;;;BA)(A;OICI;FA;;;SY)(A;OICI;FA;;;LS))
MSI (s) (A8:DC) [12:18:45:821]: Executing op: FolderCreate(Folder=D:\,Foreign=0,,)
MSI (s) (A8:DC) [12:18:45:821]: Note: 1: 2330 2: 1 3: D: 
DEBUG: Error 2330:  Error getting file attributes: D:. GetLastError: 1
MSI (s) (A8:DC) [12:18:45:821]: Product: Sophos Network Threat Protection -- The installer has encountered an unexpected error installing this package. This may indicate a problem with this package. The error code is 2330. The arguments are: 1, D:, 

The installer has encountered an unexpected error installing this package. This may indicate a problem with this package. The error code is 2330. The arguments are: 1, D:, 
MSI (s) (A8:DC) [12:18:45:836]: Note: 1: 2265 2:  3: -2147287035 
MSI (s) (A8:DC) [12:18:45:836]: User policy value 'DisableRollback' is 0
MSI (s) (A8:DC) [12:18:45:836]: Machine policy value 'DisableRollback' is 0
Action ended 12:18:45: InstallFinalize. Return value 3.

    where 2330 = Error getting file attributes: [3]. GetLastError: [2].
    https://docs.microsoft.com/en-us/windows/win32/msi/windows-installer-error-messages 

    GetLastError = 1 in this context is possibly:
    Is probably ERROR_INVALID_FUNCTION - 1 (0x1) - Incorrect function.


    usually in the NTP msi log you would get...:
    MSI (s) (64:4C) [10:56:55:165]: PROPERTY CHANGE: Adding TARGETDIR property. Its value is 'C:'.
    ...
    MSI (s) (64:4C) [10:56:55:173]: PROPERTY CHANGE: Modifying TARGETDIR property. Its current value is 'C:'. Its new value: 'C:\'.
    ...
    MSI (s) (64:4C) [10:56:55:174]: Dir (target): Key: TARGETDIR , Object: C:\
    ...
    Property(S): TARGETDIR = C:\

    so we have:
    MSI (s) (64:4C) [10:57:00:393]: Executing op: FolderCreate(Folder=C:\,Foreign=0,,

    You have:
    MSI (s) (A8:DC) [12:17:43:024]: PROPERTY CHANGE: Adding TARGETDIR property. Its value is 'D:'.
    ...
    MSI (s) (A8:DC) [12:17:43:039]: PROPERTY CHANGE: Modifying TARGETDIR property. Its current value is 'D:'. Its new value: 'D:\'.
    ...
    MSI (s) (A8:DC) [12:17:43:039]: Dir (target): Key: TARGETDIR , Object: D:\
    ...
    Property(S): TARGETDIR = D:\

    So you have:

    MSI (s) (DC:34) [13:18:45:221]: Executing op: FolderCreate(Folder=D:\,Foreign=0,,)

    Which fails.

    What is D: on this computer?

    I wonder how TARGETDIR is getting set to D:?

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