software update failed

Hello Fiona Johnson 

Can  you please test if disabling Tamper Protection on the device resolves the issue?

The error could be because of this -- Sophos Endpoint Defense: Enhanced tamper protection not supported on systems with Sophos Update Manager

Hello,

Thanks for the response. No tamper protection is not enabled as a feature.

I am unsure of what the consequences of this are. As far as i can see the warehouse is still populating with ides. I am concerned about the clients connecting to it. Will they still be protected while i sort this out?

Thanks,

Fiona

Hi Fiona Johnson 

Are there any recent changes in your network? Would you please check and perform the steps listed here and see if it helps to resolve the issue. 

Hi Fiona Johnson 

Are there any recent changes in your network? Would you please check and perform the steps listed here and see if it helps to resolve the issue. 

Hi,

Thanks for your response but no there were no recent changes to the network. I have checked with our networks team.

I disabled the firewall on the box before and tried to push down an  update successfully but it still failed.

I followed through all the steps listed above. I had already granted those permissions to the folders previously following another thread where someone was having the same issues. Anyway the steps did not work. The folders recreated fine but after i forced the update and it downloaded binaries it still says software update failed. I checked the logviewer and it is still reporting that error failed to update from product release "Payload-SSDM"

Hi Fiona Johnson 

Could you also confirm if the user account for SUM has been modified? Also please provide more details from the logs, by searching the value 3 under SUM MSI logs and check the exact error. 

Hello,

Not the account has not been modfified since the server was created. I searched for Value 3 in the logs as requested and this is the output.

MSI (s) (84!30) [23:57:28:995]: Creating MSIHANDLE (277) of type 790531 for thread 5168
MSI (s) (84!30) [23:57:28:995]: Closing MSIHANDLE (277) of type 790531 for thread 5168
MSI (s) (84!30) [23:57:28:995]: Creating MSIHANDLE (278) of type 790531 for thread 5168
Info 25052.Failed to load the security descriptor for \\SOPHOSSRV5\SophosUpdate. The error returned by the API was 2114.
MSI (s) (84!30) [23:57:28:995]: Closing MSIHANDLE (278) of type 790531 for thread 5168
MSI (s) (84!30) [23:57:28:995]: Creating MSIHANDLE (279) of type 790531 for thread 5168
Info 25052.Failed to load the security descriptor for \\SOPHOSSRV5\SophosUpdate. The error returned by the API was 2114.
MSI (s) (84!30) [23:57:28:995]: Closing MSIHANDLE (279) of type 790531 for thread 5168
Info 25041.Could not modify permissions for user or group SOPHOSSRV5\SophosUpdateMgr on share SophosUpdate. An error occurred and it is probably explained above.
MSI (s) (84:A4) [23:57:28:995]: Closing MSIHANDLE (276) of type 790536 for thread 1896
CustomAction CA_CallModifyObjectPermissions01 returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
MSI (s) (84:68) [23:57:28:995]: Note: 1: 2265 2: 3: -2147287035
MSI (s) (84:68) [23:57:28:995]: User policy value 'DisableRollback' is 0
MSI (s) (84:68) [23:57:28:995]: Machine policy value 'DisableRollback' is 0
Action ended 23:57:28: InstallFinalize. Return value 3.
MSI (s) (84:68) [23:57:28:995]: Note: 1: 2318 2:
MSI (s) (84:68) [23:57:28:995]: Executing op: Header(Signature=1397708873,Version=500,Timestamp=1347075885,LangId=1033,Platform=0,ScriptType=2,ScriptMajorVersion=21,ScriptMinorVersion=4,ScriptAttributes=1)
MSI (s) (84:68) [23:57:28:995]: Executing op: DialogInfo(Type=0,Argument=1033)
MSI (s) (84:68) [23:57:28:995]: Executing op: DialogInfo(Type=1,Argument=Sophos Update Manager)
MSI (s) (84:68) [23:57:28:995]: Executing op: RollbackInfo(,RollbackAction=Rollback,RollbackDescription=Rolling back action:,RollbackTemplate=[1],CleanupAction=RollbackCleanup,CleanupDescription=Removing backup files,CleanupTemplate=File: [1])
MSI (s) (84:68) [23:57:28:995]: Executing op: RegisterBackupFile(File=C:\Config.Msi\11d1b782.rbf)
MSI (s) (84:68) [23:57:28:995]: Executing op: RegisterBackupFile(File=C:\Config.Msi\11d1b783.rbf)
MSI (s) (84:68) [23:57:28:995]: Executing op: RegisterBackupFile(File=C:\Config.Msi\11d1b784.rbf)
MSI (s) (84:68) [23:57:28:995]: Executing op: RegisterBackupFile(File=C:\Config.Msi\11d1b785.rbf)
MSI (s) (84:68) [23:57:28:995]: Executing op: RegisterBackupFile(File=C:\Config.Msi\11d1b786.rbf)
MSI (s) (84:68) [23:57:28:995]: Executing op: RegisterBackupFile(File=C:\Config.Msi\11d1b787.rbf)

SI (s) (84:68) [23:57:31:278]: Executing op: ComponentRegister(ComponentId={9BCE06D3-11F9-43B5-9628-B361C081EF5C},KeyPath=C:\Program Files (x86)\Sophos\Update Manager\SUMAdapter.dll,State=3,ProductKey={2C7A82DB-69BC-4198-AC26-BB862F1BE4D0},,SharedDllRefCount=0,BinaryType=0)
MSI (s) (84:68) [23:57:31:278]: WIN64DUALFOLDERS: Substitution in 'C:\Program Files (x86)\Sophos\Update Manager\SUMAdapter.dll' folder had been blocked by the 1 mask argument (the folder pair's iSwapAttrib member = 0).
MSI (s) (84:68) [23:57:31:278]: Executing op: End(Checksum=0,ProgressTotalHDWord=0,ProgressTotalLDWord=0)
MSI (s) (84:68) [23:57:31:278]: Error in rollback skipped. Return: 5
MSI (s) (84:68) [23:57:31:278]: No System Restore sequence number for this installation.
MSI (s) (84:68) [23:57:31:278]: Unlocking Server
MSI (s) (84:68) [23:57:31:278]: PROPERTY CHANGE: Deleting UpdateStarted property. Its current value is '1'.
Action ended 23:57:31: INSTALL. Return value 3.
Property(S): DiskPrompt = [1]
Property(S): SourcedirProduct = {2C7A82DB-69BC-4198-AC26-BB862F1BE4D0}
Property(S): SOURCEDIR = C:\ProgramData\Sophos\Update Manager\Working\Decoded-SDDM\A845A8B5-6532-4EF1-B19E-1DB2B3CB73D1\
Property(S): SUM_INSTALLSOURCE = C:\ProgramData\Sophos\Update Manager\Working\Decoded-SDDM\A845A8B5-6532-4EF1-B19E-1DB2B3CB73D1\
Property(S): SUM_SHARE_EXISTS = 2
Property(S): UpgradeCode = {D02E89AC-F27B-4BFA-8327-BE980F821C73}
Property(S): PrimaryVolumeSpaceRemaining = 0
Property(S): PrimaryVolumeSpaceRequired = 0
Property(S): PrimaryVolumeSpaceAvailable = 0
Property(S): OutOfNoRbDiskSpace = 0
Property(S): OutOfDiskSpace = 0
Property(S): CostingComplete = 1
Property(S): Installed = 2019/11/11 14:32:58
Property(S): ROOTDRIVE = C:\
Property(S): IS_NET_API_TOKEN_WS = 1
Property(S): IS_NET_API_TOKEN_VALID = 1
Property(S): IS_NET_API_LOGON_SERVER_TOKEN = SOPHOSSRV5
Property(S): ACTION = INSTALL
Property(S): Preselected = 1
Property(S): QFEUpgrade = 1
Property(S): UILevel = 2
Property(S): OriginalDatabase = C:\ProgramData\Sophos\Update Manager\Working\Decoded-SDDM\A845A8B5-6532-4EF1-B19E-1DB2B3CB73D1\SUM.msi
Property(S): DATABASE = C:\Windows\Installer\11d1b77f.msi
Property(S): USERNAME = Windows User

Hello Fiona Johnson,

Info 25052.Failed to load the security descriptor for \\SOPHOSSRV5\SophosUpdate. The error returned by the API was 2114.
Can't say which API and the code doesn't ring a bell. Both SUMs report this error (with the applicable server name of course)?

Christian

Hi Stephen,

Yes both consoles are failing to do a software update and reporting the same API error code.

Hello Fiona Johnson,

to make sure there's no misinterpretation of your issue:
These are two SUMs managed by the same SEC server and both additional SUMs, or? Also, one share is on SOPHOSSRV5 and the other on a different server?

Christian 

Hi Christian,

I have two update managers running on 2 different servers SophosSrv5 and 6 and both are encountering this issue. They did work fine originally but i am not sure when this issue started to occur because once the clients are updating fine, i don't check. I only noticed last week when i was looking at something else.

Hello Fiona Johnson,

I re-read my post, I do think it is clear but perhaps it isn't. And one more question (stupid as it might seem)

1. two SUMs (of several) managed by the same SEC server?
2. the shares in the error message are \\SOPHOSSRV5\SophosUpdate and \\SOPHOSSRV6\SophosUpdate respectively?
3. the servers do not cross-deploy (i.e. SOPHOSSRV5 doesn't write to SOPHOSSRV6 and v.v. - I vaguely remember a thread where such a configuration was mentioned)?

Christian

Hi Stephen,

We only have 2 SUMS. They run on seperate sophos enterprise console servers and they do not cross deploy.

The two shares are as you mentioned

\SOPHOSSRV5\SophosUpdate and \\SOPHOSSRV6\SophosUpdate

We have 3 seperate endpoint management servers which we use just to have our clients report into but all clients point to these two update servers as their primary update source.   Both of these SUM on both servers are reporting this issue.

I have tried a number of steps so far, including the ones mentioned for permissions on the share. I have checked the registry setting mentioned to make sure it is the right account and password which is being used but so far nothing has worked, they both continue to report a failure to update software.

Hello Fiona Johnson,

thanks. As far as I can see from a SUM 1.7.0 MSI log (late October 2019) there haven't been changes in the installer logic lately.

The SelfUpdater logs (C:\ProgramData\Sophos\Update Manager\Logs\SUMSelfUpdaterLog.txt) should tell when this started to fail, and whether at the same time for both servers (BTW - the SUM on the third management server doesn't have this issue?). 
The Failed to load the security descriptor for \\SOPHOSSRV5\SophosUpdate might indicate a corrupted ACL - OTOH it'd be a strange coincidence that it just happened on two servers. Can PowerShell display the ACL?

Get-Acl \\SOPHOSSRV5\SophosUpdate|Format-List

Christian