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Installation of product RMSNT failed

ICC

Hi

Having some issues installing sophos on one of our servers. The alc log says this Installation of product RMSNT failed. The ALUpdate log has this in it:

Trace(2010-Jul-22 10:32:53): Logging on network access user
Trace(2010-Jul-22 10:32:53): Attempting to make a connection to remote machine \\iccwm1\SophosUpdate\CIDs\S017\SAVSCFXP\
Trace(2010-Jul-22 10:32:53): Connection to remote machine \\iccwm1\SophosUpdate\CIDs\S017\SAVSCFXP\ successful
Trace(2010-Jul-22 10:32:53): Error -2147217653 in ReadCustomerIDFile
Trace(2010-Jul-22 10:32:53): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92}
Trace(2010-Jul-22 10:32:53): CIDUpdateLocation::SyncProduct - Updating Product: RMSNT
Trace(2010-Jul-22 10:32:53): CIDUpdate(SyncProduct.Start): RMSNT, \\iccwm1\SophosUpdate\CIDs\S017\SAVSCFXP\
Trace(2010-Jul-22 10:32:53): Checksum found in master.upd matches cached cidsync.upd : 27bbbdb1. Skipping download
Trace(2010-Jul-22 10:32:53): CIDUpdate(PrimarySuccess):
Trace(2010-Jul-22 10:33:17): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 1
Trace(2010-Jul-22 10:33:17): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 1
Trace(2010-Jul-22 10:33:17): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
Trace(2010-Jul-22 10:33:17): CIDUpdateLocation::SyncProduct - Updating Product: SAVXP
Trace(2010-Jul-22 10:33:17): CIDUpdate(SyncProduct.Start): SAVXP, \\iccwm1\SophosUpdate\CIDs\S017\SAVSCFXP\
Trace(2010-Jul-22 10:33:17): Checksum found in master.upd matches cached cidsync.upd : ff7e775d. Skipping download
Trace(2010-Jul-22 10:33:17): CIDUpdate(PrimarySuccess):
Trace(2010-Jul-22 10:33:40): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
Trace(2010-Jul-22 10:33:40): CIDUpdateLocation::SyncProduct - Updating Product: Sophos AutoUpdate
Trace(2010-Jul-22 10:33:40): CIDUpdate(SyncProduct.Start): Sophos AutoUpdate, \\iccwm1\SophosUpdate\CIDs\S017\SAVSCFXP\
Trace(2010-Jul-22 10:33:40): Checksum found in master.upd matches cached cidsync.upd : e7799c7. Skipping download
Trace(2010-Jul-22 10:33:40): CIDUpdate(PrimarySuccess):
Trace(2010-Jul-22 10:34:03): ALUpdate(DownloadEnded):
Trace(2010-Jul-22 10:34:03): UpdateCoordinator::UpdateNow: About to Action list of products
Trace(2010-Jul-22 10:34:03): SetupAction::Execute: Creating thread to install product RMSNT
Trace(2010-Jul-22 10:34:03): SetupAction::Run: Installing Product RMSNT
Trace(2010-Jul-22 10:34:03): ALUpdate(Action.Execute): RMSNT
Trace(2010-Jul-22 10:34:03): SetupAction::Run: Preparing...
Trace(2010-Jul-22 10:34:03): CIDUpdateLocation::Prepare... entered
Trace(2010-Jul-22 10:34:03): CheckManifest completed successfully
Trace(2010-Jul-22 10:34:03): SetupAction::Run: Prepare succeeded
Trace(2010-Jul-22 10:34:03): SetupAction::Execute: Could not create instance of IProductSetup2. Reverting to IProductSetup
Trace(2010-Jul-22 10:34:03): ALUpdate(Install.Failure): RMSNT
Trace(2010-Jul-22 10:34:03): SetupAction::Execute: Thread to install RMSNT returns 0
Trace(2010-Jul-22 10:34:03): ALUpdate(Action.Skipped): SAVXP
Trace(2010-Jul-22 10:34:03): ALUpdate(Action.Skipped): Sophos AutoUpdate

I have uninstalled Sophos rebooted the server and reinstalled but still come up with the same error. Sophos installs and updates fine on other servers.

Any ideas?

Cheers

:4062


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  • 0

    Hi,

    Unfortunately that log doesn't explain too much as to what went on during the RMS install.  The alc log doesn't really capture much detail other than the fact that it has kicked off an install of the msi and the return code.

    You really need to open up the RMS msi log file which should be in system temp as AutoUpdate initiated the install, e.g. windows\temp.

    Once you find that log, search for:

    return value 3

    hopefully that will give you something to go on.

    Thanks,

    Jak

    :4076
  • 0

    Install from:[C:\Program Files\Sophos\AutoUpdate\cache\rms] Install to :[(null)] MsiPackagePath: [C:\Program Files\Sophos\AutoUpdate\cache\rms\Sophos Remote Management System.msi]. RMS: Current product is not installed. RMS: Setup Plugin running MsiInstallProduct(C:\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 [1622]

    :4097
  • 0

    Can I have a answer on this ASAP I really need to work out what is going on

    :4283
  • 0

    Hello ICC,

    it seems to do nothing at all, error 1622 usually means a problem with an install path or log path/file. Is there a Sophos RMS install log.txt file in the %TEMP% directory (and is it recent)? It might be that it can't create/write to it (for whatever reason). Sometimes emptying the %TEMP% directory helps. If not, I'd run ProcessMonitor to check whether an attempt to open this file fails.

    Please note that this is "just" a forum - if you have an urgent problem you should by all means call Support.

    Christian

    :4286
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