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error when migrating windows server to sophos central

yeowkm

 i have problem migrating one windows 2008 r2 server from enterprise console to sophos central.

after installing the 1st time last week, it says cannot update with red exclamation mark, so i rebooted the machine and re-install using the sophosinstall exe file downloaded from sophos central. 

now the status is "failed to install sophos anti-virus for windows: uninstallating an older product failed.



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  • 0 in reply to yeowkm

    The 9 MB uninstall logs are failures I suspect.  Can you make one available?  

    Regards
    Jak

  • 0 in reply to jak

    Property(S): _IsSetupTypeMin = Typical
    Property(S): Display_IsBitmapDlg = 1
    Property(S): EventType = BEGIN_SYSTEM_CHANGE
    Property(S): UPDATEDRIVERS = 0
    Property(S): AFTERREBOOT = 0
    Property(S): APPLYCLASSICCONFIG = 0
    Property(S): ARPCOMMENTS = Protects your computer and network from threats
    Property(S): ARPCONTACT = Sophos Technical Support
    Property(S): ARPHELPLINK = http://www.sophos.com/support
    Property(S): ARPHELPTELEPHONE =
    Property(S): ARPNOMODIFY = 1
    Property(S): ARPNOREPAIR = 1
    Property(S): ARPPRODUCTICON = ARPPRODUCTICON.exe
    Property(S): ARPURLINFOABOUT = http://www.sophos.com
    Property(S): ARPURLUPDATEINFO = www.sophos.com/.../updates
    Property(S): BOOTDRIVERSIGNED = 0
    Property(S): CHECKFORCOMPETITORS = 1
    Property(S): CHECKFORSCF = 0
    Property(S): CLASSFILTERPRESENT = 1
    Property(S): CopyBDLs = 0
    Property(S): CopyIDEs = 0
    Property(S): DATACONTROL = 0
    Property(S): DEVICECONTROL = 0
    Property(S): DISABLEONACCESS = 0
    Property(S): DRIVERVERSION = 0
    Property(S): DWUSINTERVAL = 30
    Property(S): DWUSLINK = CEFB20B8799BE0FF99ACA7283EEC978FC9CBA08F698BB7F8CE8B5788D9ECA0BFBE3C07EF89AC
    Property(S): DefaultUIFont = Tahoma8
    Property(S): DialogCaption = InstallShield for Windows Installer
    Property(S): DisplayNameCustom = Custom
    Property(S): ACTION = INSTALL
    Property(S): DisplayNameMinimal = Minimal
    Property(S): DisplayNameTypical = Typical
    Property(S): ErrorDialog = SetupError
    Property(S): FIRST_INSTALL_DATE = 0
    Property(S): IDEONLY = 0
    Property(S): INSTALLLEVEL = 100
    Property(S): ISVROOT_PORT_NO = 0
    Property(S): IS_COMPLUS_PROGRESSTEXT_COST = Costing COM+ application: [1]
    Property(S): IS_COMPLUS_PROGRESSTEXT_INSTALL = Installing COM+ application: [1]
    Property(S): IS_COMPLUS_PROGRESSTEXT_UNINSTALL = Uninstalling COM+ application: [1]
    Property(S): IS_PROGMSG_XML_COSTING = Costing XML files...
    Property(S): IS_PROGMSG_XML_CREATE_FILE = Creating XML file %s...
    Property(S): IS_PROGMSG_XML_FILES = Performing XML file changes...
    Property(S): IS_PROGMSG_XML_REMOVE_FILE = Removing XML file %s...
    Property(S): IS_PROGMSG_XML_ROLLBACK_FILES = Rolling back XML file changes...
    Property(S): IS_PROGMSG_XML_UPDATE_FILE = Updating XML file %s...
    Property(S): InstallChoice = AR
    Property(S): MAJORUPGRADE = 0
    Property(S): MANAGED = 1
    Property(S): MSIRESTARTMANAGERCONTROL = Disable
    Property(S): Manufacturer = Sophos Limited
    Property(S): NEEDREBOOT = 0
    Property(S): PIDTemplate = 12345<###-%%%%%%%>@@@@@
    Property(S): PROCESSOR_NX_ENABLED = 1
    Property(S): PROGMSG_IIS_CREATEAPPPOOL = Creating application pool %s
    Property(S): PROGMSG_IIS_CREATEAPPPOOLS = Creating application Pools...
    Property(S): PROGMSG_IIS_CREATEVROOT = Creating IIS virtual directory %s
    Property(S): PROGMSG_IIS_CREATEVROOTS = Creating IIS virtual directories...
    Property(S): PROGMSG_IIS_CREATEWEBSERVICEEXTENSION = Creating web service extension
    Property(S): PROGMSG_IIS_CREATEWEBSERVICEEXTENSIONS = Creating web service extensions...
    Property(S): PROGMSG_IIS_EXTRACT = Extracting information for IIS virtual directories...
    Property(S): PROGMSG_IIS_EXTRACTDONE = Extracted information for IIS virtual directories...
    Property(S): PROGMSG_IIS_REMOVEAPPPOOL = Removing application pool
    Property(S): PROGMSG_IIS_REMOVEAPPPOOLS = Removing application pools...
    Property(S): PROGMSG_IIS_REMOVESITE = Removing web site at port %d
    Property(S): PROGMSG_IIS_REMOVEVROOT = Removing IIS virtual directory %s
    Property(S): PROGMSG_IIS_REMOVEVROOTS = Removing IIS virtual directories...
    Property(S): PROGMSG_IIS_REMOVEWEBSERVICEEXTENSION = Removing web service extension
    Property(S): PROGMSG_IIS_REMOVEWEBSERVICEEXTENSIONS = Removing web service extensions...
    Property(S): PROGMSG_IIS_ROLLBACKAPPPOOLS = Rolling back application pools...
    Property(S): PROGMSG_IIS_ROLLBACKVROOTS = Rolling back virtual directory and web site changes...
    Property(S): PROGMSG_IIS_ROLLBACKWEBSERVICEEXTENSIONS = Rolling back web service extensions...
    Property(S): ProductCode = {9ACB414D-9347-40B6-A453-5EFB2DB59DFA}
    Property(S): ProductID = none
    Property(S): ProductLanguage = 1033
    Property(S): ProductName = Sophos Anti-Virus
    Property(S): ProductVersion = 10.0.11
    Property(S): ProgressType0 = install
    Property(S): ProgressType1 = Installing
    Property(S): ProgressType2 = installed
    Property(S): ProgressType3 = installs
    Property(S): RebootYesNo = Yes
    Property(S): ReinstallModeText = omus
    Property(S): SAVIONLY = 0
    Property(S): SCRIPTDIR = [SOURCEDIR]
    Property(S): SequenceNumber = 0
    Property(S): UNINSTALLBOOTDRIVERS = 1
    Property(S): UNINSTALLCLASSFILTER = 0
    Property(S): UNINSTALLDRIVERS = 1
    Property(S): UNINSTALLERROR = An older version of Sophos Anti-Virus has not been fully removed from your machine. Please reboot your machine before attempting to install Sophos Anti-Virus.
    Property(S): UNINSTALLKMSDRIVERS = 1
    Property(S): UPDATEBOOTDRIVERS = 1
    Property(S): UPDATECLASSFILTER = 0
    Property(S): VIRUSDATAUPDATE = 0
    Property(S): ISReleaseFlags = SAV
    Property(S): Preselected = 1
    Property(S): RollBackInstallDeviceControl = C:\Program Files (x86)\Sophos\Sophos Anti-Virus\
    Property(S): UILevel = 2
    Property(S): OriginalDatabase = C:\Windows\Installer\184e43.msi
    Property(S): DATABASE = C:\Windows\Installer\184e43.msi
    Property(S): AdminUser = 1
    Property(S): Privileged = 1
    Property(S): MsiRunningElevated = 1
    Property(S): RedirectedDllSupport = 2
    Property(S): MsiWin32AssemblySupport = 6.1.7601.17514
    Property(S): MsiNetAssemblySupport = 4.7.2558.0
    Property(S): Date = 7/4/2018
    Property(S): Time = 14:55:16
    Property(S): InstallShieldTempProp = 0
    Property(S): TTCSupport = 1
    Property(S): ColorBits = 32
    Property(S): TextInternalLeading = 3
    Property(S): TextHeight = 16
    Property(S): BorderSide = 1
    Property(S): BorderTop = 1
    Property(S): CaptionHeight = 19
    Property(S): ScreenY = 768
    Property(S): ScreenX = 1024
    Property(S): SystemLanguageID = 1033
    Property(S): ComputerName = GVTPHR04
    Property(S): UserLanguageID = 1033
    Property(S): UserSID = S-1-5-18
    Property(S): LogonUser = SYSTEM
    Property(S): MsiTrueAdminUser = 1
    Property(S): VirtualMemory = 10691
    Property(S): PhysicalMemory = 6144
    Property(S): Intel = 6
    Property(S): Msix64 = 6
    Property(S): USERNAME = Windows User
    Property(S): ShellAdvtSupport = 1
    Property(S): OLEAdvtSupport = 1
    Property(S): GPTSupport = 1
    Property(S): MyPicturesFolder = C:\Windows\system32\config\systemprofile\Pictures\
    Property(S): RecentFolder = C:\Windows\system32\config\systemprofile\AppData\Roaming\Microsoft\Windows\Recent\
    Property(S): PrintHoodFolder = C:\Windows\system32\config\systemprofile\AppData\Roaming\Microsoft\Windows\Printer Shortcuts\
    Property(S): PersonalFolder = C:\Windows\system32\config\systemprofile\Documents\
    Property(S): NetHoodFolder = C:\Windows\system32\config\systemprofile\AppData\Roaming\Microsoft\Windows\Network Shortcuts\
    Property(S): AppDataFolder = C:\Windows\system32\config\systemprofile\AppData\Roaming\
    Property(S): RemoteAdminTS = 1
    Property(S): MsiNTProductType = 3
    Property(S): ServicePackLevelMinor = 0
    Property(S): ServicePackLevel = 1
    Property(S): WindowsBuild = 7601
    Property(S): VersionMsi = 5.00
    Property(S): VersionDatabase = 200
    Property(S): PRODUCTLANGUAGE = 1033
    Property(S): CLIENTPROCESSID = 3128
    Property(S): CLIENTUILEVEL = 3
    Property(S): CURRENTDIRECTORY = C:\Windows\system32
    Property(S): REMOVE = ALL
    Property(S): INSTALLINGVERSION = 10.7.2.49
    Property(S): REBOOT = ReallySuppress
    Property(S): ProductState = 5
    Property(S): PackageCode = {BB0715CE-3967-45C4-B9B9-A462F8A1285F}
    Property(S): MsiLogFileLocation = C:\Windows\TEMP\Sophos Anti-Virus Uninstall Log_180704_065409.txt
    Property(S): CostingComplete = 1
    Property(S): OutOfDiskSpace = 0
    Property(S): OutOfNoRbDiskSpace = 0
    Property(S): PrimaryVolumeSpaceAvailable = 0
    Property(S): PrimaryVolumeSpaceRequired = 0
    Property(S): PrimaryVolumeSpaceRemaining = 0
    MSI (s) (D8:90) [14:55:16:330]: Note: 1: 1725
    MSI (s) (D8:90) [14:55:16:330]: Product: Sophos Anti-Virus -- Removal failed.

    MSI (s) (D8:90) [14:55:16:330]: Windows Installer removed the product. Product Name: Sophos Anti-Virus. Product Version: 10.0.11. Product Language: 1033. Manufacturer: Sophos Limited. Removal success or error status: 1603.

    MSI (s) (D8:90) [14:55:16:346]: Deferring clean up of packages/files, if any exist
    MSI (s) (D8:90) [14:55:16:346]: MainEngineThread is returning 1603
    MSI (s) (D8:D4) [14:55:16:346]: No System Restore sequence number for this installation.
    === Logging stopped: 7/4/2018 14:55:16 ===
    MSI (s) (D8:D4) [14:55:16:346]: User policy value 'DisableRollback' is 0
    MSI (s) (D8:D4) [14:55:16:346]: Machine policy value 'DisableRollback' is 0
    MSI (s) (D8:D4) [14:55:16:346]: Incrementing counter to disable shutdown. Counter after increment: 0
    MSI (s) (D8:D4) [14:55:16:346]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2
    MSI (s) (D8:D4) [14:55:16:346]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2
    MSI (s) (D8:D4) [14:55:16:346]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied. Counter after decrement: -1
    MSI (s) (D8:D4) [14:55:16:346]: Restoring environment variables
    MSI (s) (D8:D4) [14:55:16:346]: Destroying RemoteAPI object.
    MSI (s) (D8:BC) [14:55:16:346]: Custom Action Manager thread ending.
    MSI (c) (38:C8) [14:55:16:346]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied. Counter after decrement: -1
    MSI (c) (38:C8) [14:55:16:346]: MainEngineThread is returning 1603
    === Verbose logging stopped: 7/4/2018 14:55:16 ===

  • 0 in reply to yeowkm

    Hello yeowkm,

    this is just the end of the log, 1603 is the general "an error occurred" error code and the rest is a dump of the Properties (you can call them Installer variables) that doesn't tell much. The run-out of an MSI log is usually quite uninteresting. If you think you can't post the complete log and have to prune it please see this troubleshooting article on how to identify the "interesting" parts.
    The Installer and Installer logging doesn't end shortly after an error but usually there's a roll-back and the log after the error might be almost as long as the preceding part.

    Christian

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