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Returning Error 134 during Installation

DylanAmos

Hello,

An employee is having trouble with his machine returning an "Error 134: in the log "Sophos Endpoint Bootstrap_[TimeStamp].txt". When diagnosing the "Sophos MCS Install Log.txt" file, I am unable to determine what exactly the issue is.. I have included the last parts of the "Sophos MCS Install Log.txt" file:

"

MSI (s) (C0:18) [10:37:27:616]: Note: 1: 1708 
MSI (s) (C0:18) [10:37:27:616]: Product: Sophos Management Communications System -- Installation failed.

MSI (s) (C0:18) [10:37:27:616]: Windows Installer installed the product. Product Name: Sophos Management Communications System. Product Version: 2.0.0. Product Language: 1033. Manufacturer: Sophos Limited. Installation success or error status: 1603.

MSI (s) (C0:18) [10:37:27:616]: Closing MSIHANDLE (1) of type 790542 for thread 1048
MSI (s) (C0:18) [10:37:27:641]: Deferring clean up of packages/files, if any exist
MSI (s) (C0:18) [10:37:27:642]: MainEngineThread is returning 1603
MSI (s) (C0:A8) [10:37:27:644]: RESTART MANAGER: Session closed.
MSI (s) (C0:A8) [10:37:27:644]: No System Restore sequence number for this installation.
=== Logging stopped: 2/8/2016  10:37:27 ===
MSI (s) (C0:A8) [10:37:27:646]: User policy value 'DisableRollback' is 0
MSI (s) (C0:A8) [10:37:27:646]: Machine policy value 'DisableRollback' is 0
MSI (s) (C0:A8) [10:37:27:646]: Incrementing counter to disable shutdown. Counter after increment: 0
MSI (s) (C0:A8) [10:37:27:646]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2 
MSI (s) (C0:A8) [10:37:27:646]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2 
MSI (s) (C0:A8) [10:37:27:647]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied.  Counter after decrement: -1
MSI (s) (C0:A8) [10:37:27:647]: Destroying RemoteAPI object.
MSI (s) (C0:B8) [10:37:27:647]: Custom Action Manager thread ending.
MSI (c) (0C:FC) [10:37:27:649]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied.  Counter after decrement: -1
MSI (c) (0C:FC) [10:37:27:650]: MainEngineThread is returning 1603
=== Verbose logging stopped: 2/8/2016  10:37:27 ===

"

Hope someone can help!

Regards,

Dylan Amos



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Parents
  • 0
    Can you search up the MSI log for the text:

    return value 3

    For any occurrences (there may be a couple) can you paste say the 10 lines above?
  • 0 in reply to jak
    Hi jak,

    I obtained these lines from above the one occurrence of

    return value 3


    MSI (s) (C0:18) [10:37:27:451]: Executing op: End(Checksum=0,ProgressTotalHDWord=0,ProgressTotalLDWord=0)
    MSI (s) (C0:18) [10:37:27:451]: Error in rollback skipped. Return: 5
    MSI (s) (C0:18) [10:37:27:451]: Entering MsiProvideAssembly. AssemblyName: Microsoft.VC90.CRT,version="9.0.30729.6161",publicKeyToken="1fc8b3b9a1e18e3b",processorArchitecture="x86",type="win32", AppContext: , InstallMode: -4
    MSI (s) (C0:18) [10:37:27:451]: Pathbuf: 0, pcchPathBuf: 0
    MSI (s) (C0:18) [10:37:27:451]: MsiProvideAssembly is returning: 1607
    MSI (s) (C0:18) [10:37:27:451]: Entering MsiProvideAssembly. AssemblyName: Microsoft.VC90.CRT,version="9.0.30729.6161",publicKeyToken="1fc8b3b9a1e18e3b",processorArchitecture="x86",type="win32", AppContext: , InstallMode: -4
    MSI (s) (C0:18) [10:37:27:451]: Pathbuf: 0, pcchPathBuf: 0
    MSI (s) (C0:18) [10:37:27:451]: MsiProvideAssembly is returning: 1607
    MSI (s) (C0:18) [10:37:27:529]: Entering MsiProvideAssembly. AssemblyName: policy.9.0.Microsoft.VC90.CRT,version="9.0.30729.6161",publicKeyToken="1fc8b3b9a1e18e3b",processorArchitecture="x86",type="win32-policy", AppContext: , InstallMode: -4
    MSI (s) (C0:18) [10:37:27:529]: Pathbuf: 0, pcchPathBuf: 0
    MSI (s) (C0:18) [10:37:27:529]: MsiProvideAssembly is returning: 1607
    MSI (s) (C0:18) [10:37:27:529]: Entering MsiProvideAssembly. AssemblyName: policy.9.0.Microsoft.VC90.CRT,version="9.0.30729.6161",publicKeyToken="1fc8b3b9a1e18e3b",processorArchitecture="x86",type="win32-policy", AppContext: , InstallMode: -4
    MSI (s) (C0:18) [10:37:27:529]: Pathbuf: 0, pcchPathBuf: 0
    MSI (s) (C0:18) [10:37:27:529]: MsiProvideAssembly is returning: 1607
    MSI (s) (C0:18) [10:37:27:588]: Note: 1: 2318 2:
    MSI (s) (C0:18) [10:37:27:589]: No System Restore sequence number for this installation.
    MSI (s) (C0:18) [10:37:27:589]: Unlocking Server
    MSI (s) (C0:18) [10:37:27:596]: PROPERTY CHANGE: Deleting UpdateStarted property. Its current value is '1'.
    Action ended 10:37:27: InstallFinalize. Return value 3.
    Action ended 10:37:27: INSTALL. Return value 3.

    Hope this helps, thanks for the quick reply!
Reply
  • 0 in reply to jak
    Hi jak,

    I obtained these lines from above the one occurrence of

    return value 3


    MSI (s) (C0:18) [10:37:27:451]: Executing op: End(Checksum=0,ProgressTotalHDWord=0,ProgressTotalLDWord=0)
    MSI (s) (C0:18) [10:37:27:451]: Error in rollback skipped. Return: 5
    MSI (s) (C0:18) [10:37:27:451]: Entering MsiProvideAssembly. AssemblyName: Microsoft.VC90.CRT,version="9.0.30729.6161",publicKeyToken="1fc8b3b9a1e18e3b",processorArchitecture="x86",type="win32", AppContext: , InstallMode: -4
    MSI (s) (C0:18) [10:37:27:451]: Pathbuf: 0, pcchPathBuf: 0
    MSI (s) (C0:18) [10:37:27:451]: MsiProvideAssembly is returning: 1607
    MSI (s) (C0:18) [10:37:27:451]: Entering MsiProvideAssembly. AssemblyName: Microsoft.VC90.CRT,version="9.0.30729.6161",publicKeyToken="1fc8b3b9a1e18e3b",processorArchitecture="x86",type="win32", AppContext: , InstallMode: -4
    MSI (s) (C0:18) [10:37:27:451]: Pathbuf: 0, pcchPathBuf: 0
    MSI (s) (C0:18) [10:37:27:451]: MsiProvideAssembly is returning: 1607
    MSI (s) (C0:18) [10:37:27:529]: Entering MsiProvideAssembly. AssemblyName: policy.9.0.Microsoft.VC90.CRT,version="9.0.30729.6161",publicKeyToken="1fc8b3b9a1e18e3b",processorArchitecture="x86",type="win32-policy", AppContext: , InstallMode: -4
    MSI (s) (C0:18) [10:37:27:529]: Pathbuf: 0, pcchPathBuf: 0
    MSI (s) (C0:18) [10:37:27:529]: MsiProvideAssembly is returning: 1607
    MSI (s) (C0:18) [10:37:27:529]: Entering MsiProvideAssembly. AssemblyName: policy.9.0.Microsoft.VC90.CRT,version="9.0.30729.6161",publicKeyToken="1fc8b3b9a1e18e3b",processorArchitecture="x86",type="win32-policy", AppContext: , InstallMode: -4
    MSI (s) (C0:18) [10:37:27:529]: Pathbuf: 0, pcchPathBuf: 0
    MSI (s) (C0:18) [10:37:27:529]: MsiProvideAssembly is returning: 1607
    MSI (s) (C0:18) [10:37:27:588]: Note: 1: 2318 2:
    MSI (s) (C0:18) [10:37:27:589]: No System Restore sequence number for this installation.
    MSI (s) (C0:18) [10:37:27:589]: Unlocking Server
    MSI (s) (C0:18) [10:37:27:596]: PROPERTY CHANGE: Deleting UpdateStarted property. Its current value is '1'.
    Action ended 10:37:27: InstallFinalize. Return value 3.
    Action ended 10:37:27: INSTALL. Return value 3.

    Hope this helps, thanks for the quick reply!
Children
  • 0 in reply to DylanAmos
    I'm not 100% sure if that 1607 return code from MsiProvideAssembly is expected or not as I don't have a working MCS MSI log to compare against. Maybe you have another computer which has worked to compare the log against.

    Details on the API are here:
    msdn.microsoft.com/.../aa370355(v=vs.85).aspx
    and it's getting back - 0x00000647 = 1607 = ERROR_UNKNOWN_COMPONENT = The component ID does not specify a known component.

    If it is to do with the VC runtime. I would suggest:
    1. Check for Windows Updates
    2. Restart the computer
    3. Re-run the installer, hopefully it works.
    4. Maybe install the runtime manually and then try an install:
    www.microsoft.com/.../details.aspx

    It maybe that the error is just above the lines you pasted. If you can provide the full MSI log that might be best but it could have PII info in it.

    Hope it helps.
  • 0 in reply to jak
    This sadly did not provide a fix... I have the full log in the following pastebin, with codes in the format {0XX0X00-0X00-0X0X-X0X0-X000X00XX000} suppressed by the expression {#} and some redundancy shown by " . . . " :

    http://pastebin.com/Ydz11yWr

    The section that I posted previously can be found in lines 1526-1545.
  • 0 in reply to DylanAmos

    I believe this is the issue:

    StartService:  StartServiceW failed with errorcode : 1053

    MSI (s) (C0:6C) [10:37:21:736]: Closing MSIHANDLE (121) of type 790536 for thread 1048

    CustomAction StartMCSClientService returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)

    I assume that the Sophos MCS Client service was created but failed to start.

    It might be worth:

    - Running Process Monitor (https://technet.microsoft.com/en-us/sysinternals/processmonitor.aspx) during the install and cross reference the MSI log with the events taking place there especially around the time you see the above error in the MSI log.

    - Maybe if the MCS Client service starts and fails, the reason is logged in the MCS Client log. https://www.sophos.com/support/knowledgebase/119626.aspx

    Hope it helps.

    Regards,

    Jak

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