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SAV service hangs after installing KB4493472

Ozgur Erbay

Hello,

Last night one of my Windows 2008R2 servers hung after installing Microsoft patch KB4493472. After initial examination I discovered that SAV service was logging lots of error messages in event log. Event IDs : 7022 (service hang), 80, 81, 83, 85, 82, 566, 608, 592.

The server became unresponsive, no rdp, no file share access, Ctrl Alt Delete not working.

I rebooted the server in to safe mode and disabled the Sophos services. After this, I was able to reboot normally. Then I uninstalled Sophos, rebooted and tried to install again but this time the installation didn't complete and the server hang again. I rebooted again in safe mode, disabled services, rebooted and uninstalled sophos again. After checking the Windows logs I realised that the server had installed update KB4493472 last night. I uninstalled the patch, rebooted and installed sophos again. This time there was no problem.

Currently we are trying to unauthorise KB4493472 on our update system.

Is there any known issues with KB4493472 on Windows Server 2008R2?

Thank You.



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  • 0

    Hi Everyone,

    Our team will be rolling out the fix to customers starting 25th April 2019 and this will take place over a two to three week period. If there are any cases where the update has to be manually applied, we will contact those customers directly. The KBA (Overview section) is updated with the Fix release information. Please follow the KBA for more updates.

    Regards,

    Gowtham Mani
    Community Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.

  • 0 in reply to Gowtham Mani

    The KB update is a little less than helpful, in fact it concerns me a bit. 

     

    "We have identified a permanent fix are now automatically rolling out the fix to customers starting 25th April 2019. This will take place over a two to three week period. "

    "Note: Microsoft plans to remove this temporary block week commencing 06th May 2019."

     

    That puts the fix rollout potentially on the other side of the re-release of the update.  It took me 3 days to go around and manually fix 60+ machines at 4 different geographical locations.  To say I will not be pleased if this happens again because the fix doesn't install until after the update from MS would be a huge understatement.  My group policy is setup to install updates automatically because that's the right thing to do from a sysadmin perspective when you don't have WSUS or SC.  If MS re-releases this patch it will install everywhere.

    There is nothing about what the fix is or how it will be rolled out, or as the previous post mentioned, how to tell if it happened or not.

  • 0 in reply to PBJ_Family

    PBJ_Family said:

    The KB update is a little less than helpful, in fact it concerns me a bit. 

     

    "We have identified a permanent fix are now automatically rolling out the fix to customers starting 25th April 2019. This will take place over a two to three week period. "

    "Note: Microsoft plans to remove this temporary block week commencing 06th May 2019."

     

    That puts the fix rollout potentially on the other side of the re-release of the update.  It took me 3 days to go around and manually fix 60+ machines at 4 different geographical locations.  To say I will not be pleased if this happens again because the fix doesn't install until after the update from MS would be a huge understatement.  My group policy is setup to install updates automatically because that's the right thing to do from a sysadmin perspective when you don't have WSUS or SC.  If MS re-releases this patch it will install everywhere.

    There is nothing about what the fix is or how it will be rolled out, or as the previous post mentioned, how to tell if it happened or not.

     

    I agree!

Reply
  • 0 in reply to PBJ_Family

    PBJ_Family said:

    The KB update is a little less than helpful, in fact it concerns me a bit. 

     

    "We have identified a permanent fix are now automatically rolling out the fix to customers starting 25th April 2019. This will take place over a two to three week period. "

    "Note: Microsoft plans to remove this temporary block week commencing 06th May 2019."

     

    That puts the fix rollout potentially on the other side of the re-release of the update.  It took me 3 days to go around and manually fix 60+ machines at 4 different geographical locations.  To say I will not be pleased if this happens again because the fix doesn't install until after the update from MS would be a huge understatement.  My group policy is setup to install updates automatically because that's the right thing to do from a sysadmin perspective when you don't have WSUS or SC.  If MS re-releases this patch it will install everywhere.

    There is nothing about what the fix is or how it will be rolled out, or as the previous post mentioned, how to tell if it happened or not.

     

    I agree!

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