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Failed Sophos intall RMS intall issue

Fredk

I have an issue with a failed intall of Sophos v9.5 on a workstation.  The install is being pushed out from the enterprise console.

Here are the contents of the RMS Install log:

Install from:[D:\Program Files\Sophos\AutoUpdate\cache\rms]
Install to  :[(null)]
MsiPackagePath: [D:\Program Files\Sophos\AutoUpdate\cache\rms\Sophos Remote Management System.msi].
RMS: Current product is not installed.
RMS: Setup Plugin running MsiInstallProduct(D:\Program Files\Sophos\AutoUpdate\cache\rms\Sophos Remote Management System.msi,
                                            REBOOT=ReallySuppress ALLUSERS=1 SOPHOS_TP_TOKEN=1 TRANSFORMS=1033.mst)
!RMS: Setup Plugin failed to install product: Exit code [1603]

(null) does not look like a very promising install path.  Is this the issue?  This is the only computer on our network with this particular issue.

Any suggestions would be appreciated.

:10271


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    I went back and looked into the Sophos RMS install log.  First a question about these logs.  There seem to be two sets of logs, one with a timestamp of the original install, and then series of further logs with the date as part of the file name.  If I understand correctly, after the first failure, Sophos keeps trying to install RMS and creates a separate log for each attempt.  Is this correct?

    So, I searched through the original install log for 'return value 3' and found a few error messages including a series of 'could not overwrite' errors.  Thinking the issue might be files from an old install, I did an uninstall, cleaned up the registry, deleted all old Sophos directories and tried a clean install with the same result.

    Here are the lines just above the return value 3 line:

    MSI (s) (50:AC) [14:54:13:229]: Note: 1: 1722 2: RunClientMRInitForUpgrade 3: D:\Program Files\Sophos\Remote Management System\ClientMRInit.exe 4: -update -logpath "D:\WINDOWS\TEMP\\" -filepath "D:\Program Files\Sophos\Remote Management System\\"
    MSI (s) (50:AC) [14:54:13:229]: Product: Sophos Remote Management System -- Error 1722.There is a problem with this Windows Installer package. A program run as part of the setup did not finish as expected. Contact your support personnel or package vendor.  Action RunClientMRInitForUpgrade, location: D:\Program Files\Sophos\Remote Management System\ClientMRInit.exe, command: -update -logpath "D:\WINDOWS\TEMP\\" -filepath "D:\Program Files\Sophos\Remote Management System\\"

    Error 1722.There is a problem with this Windows Installer package. A program run as part of the setup did not finish as expected. Contact your support personnel or package vendor.  Action RunClientMRInitForUpgrade, location: D:\Program Files\Sophos\Remote Management System\ClientMRInit.exe, command: -update -logpath "D:\WINDOWS\TEMP\\" -filepath "D:\Program Files\Sophos\Remote Management System\\"
    MSI (s) (50:AC) [14:54:13:229]: User policy value 'DisableRollback' is 0
    MSI (s) (50:AC) [14:54:13:229]: Machine policy value 'DisableRollback' is 0
    Action ended 14:54:13: InstallExecute. Return value 3.

    Suggestions?

    :10381
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  • 0

    I went back and looked into the Sophos RMS install log.  First a question about these logs.  There seem to be two sets of logs, one with a timestamp of the original install, and then series of further logs with the date as part of the file name.  If I understand correctly, after the first failure, Sophos keeps trying to install RMS and creates a separate log for each attempt.  Is this correct?

    So, I searched through the original install log for 'return value 3' and found a few error messages including a series of 'could not overwrite' errors.  Thinking the issue might be files from an old install, I did an uninstall, cleaned up the registry, deleted all old Sophos directories and tried a clean install with the same result.

    Here are the lines just above the return value 3 line:

    MSI (s) (50:AC) [14:54:13:229]: Note: 1: 1722 2: RunClientMRInitForUpgrade 3: D:\Program Files\Sophos\Remote Management System\ClientMRInit.exe 4: -update -logpath "D:\WINDOWS\TEMP\\" -filepath "D:\Program Files\Sophos\Remote Management System\\"
    MSI (s) (50:AC) [14:54:13:229]: Product: Sophos Remote Management System -- Error 1722.There is a problem with this Windows Installer package. A program run as part of the setup did not finish as expected. Contact your support personnel or package vendor.  Action RunClientMRInitForUpgrade, location: D:\Program Files\Sophos\Remote Management System\ClientMRInit.exe, command: -update -logpath "D:\WINDOWS\TEMP\\" -filepath "D:\Program Files\Sophos\Remote Management System\\"

    Error 1722.There is a problem with this Windows Installer package. A program run as part of the setup did not finish as expected. Contact your support personnel or package vendor.  Action RunClientMRInitForUpgrade, location: D:\Program Files\Sophos\Remote Management System\ClientMRInit.exe, command: -update -logpath "D:\WINDOWS\TEMP\\" -filepath "D:\Program Files\Sophos\Remote Management System\\"
    MSI (s) (50:AC) [14:54:13:229]: User policy value 'DisableRollback' is 0
    MSI (s) (50:AC) [14:54:13:229]: Machine policy value 'DisableRollback' is 0
    Action ended 14:54:13: InstallExecute. Return value 3.

    Suggestions?

    :10381
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