Knowledge Base

Issue
When you try to install or upgrade to PureMessage for Microsoft Exchange, version 3.0, installation stops and the following error appears:

0x80040e14 - idispatch error 3092 unable to start the PureMessage database

Sophos product and version
PureMessage for Microsoft Exchange, version 3.0

Operating system
Windows Server 2003

What to do

1. Check SQL instance for case sensitivity

If you tried to install PureMessage to a SQL instance which was installed to be case sensitive, the PureMessage install will fail, as described above. You should install PureMessage to a SQL instance that is not case sensitive

2. General troubleshooting steps

Work through the following.

1. Open a command prompt and drop the following SQL files by typing each of these commands on a separate line:
   • osql -S .\sophos -E -Q "drop database savexquar"
   • osql -S .\sophos -E -Q "drop database savexrprt"
   • osql -S .\sophos -E -Q "drop database savexcnfg"
   • osql -S .\sophos -E -Q "drop database savexdir"
     
2. In Windows Services, stop the MSSQL$SOPHOS service.
   For SQL 2005 this is the SQL Server (SOPHOS) service by default. This could be different to the SQL Server ([INSTANCE]) service if you installed SQL 2005 separately.
3. Open Program Files|Microsoft SQL Server|MSSQL$SOPHOS|Data. If any of the following files are present, move them to a backup location:
   • SavexQuar.mdf
   • SavexQuar_log.LDF
   • SavexRprt.mdf
   • SavexRprt_log.LDF
   • SavexCnfg.mdf
   • SavexCnfg_log.LDF
   • SavexDir.mdf
   • SavexDir_log.ldf
   For SQL2005 the path is \Program Files\Microsoft SQL Server\MSSQL.x\MSSQL\Data where x can be 1, 2, 3 etc
4. Restart the MSSQL$SOPHOS service.
   For SQL 2005 this is the SQL Server (SOPHOS) service by default. This could be different to the SQL Server ([INSTANCE]) service if you installed SQL 2005 separately.
5. You should now attempt to re-install PureMessage.