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Sophos 4.5 to 5.1 Upgrade

Paul-UoP

HI,

I am currently trying to upgrade out Sophos infrasturcture from 4.5 to 51.We two servers 1 running the DA and the other running the Managment Server & Console

I am trying to upgrade the DB server (Windows 2003 x64 R2 SP2 running SQL server 2005) but everytime I run the 5.1 instller i get the following error message:

Unable to install Sophos Enterprise Console

MSI terminated unexepectedly.

The bootstrapper log states

20/06/2013 10:52:10, INFO : Command: Sophos Enterprise Console Backup Tool succeeded
20/06/2013 10:52:10, INFO : About to disable custom actions in cached Sophos Enterprise Console MSI that would otherwise prevent upgrade from succeeding
20/06/2013 10:52:10, INFO : Path to cached Sophos Enterprise Console msi: C:\WINDOWS\Installer\902b7.msi
20/06/2013 10:52:10, INFO : About to execute MSI query: UPDATE `InstallExecuteSequence` SET `Condition`='0' WHERE `Action`='Abort_NO_UI_v5'
20/06/2013 10:52:10, ERROR : MsiDatabaseOpenView failed with error: 6
20/06/2013 10:52:10, INFO : About to execute MSI query: UPDATE `InstallExecuteSequence` SET `Condition`='0' WHERE `Action`='Abort_NO_UI_v6'
20/06/2013 10:52:10, ERROR : MsiDatabaseOpenView failed with error: 6
20/06/2013 10:52:10, INFO : About to execute MSI query: UPDATE `InstallExecuteSequence` SET `Condition`='0' WHERE `Action`='Run_ARP_Applet'
20/06/2013 10:52:10, ERROR : MsiDatabaseOpenView failed with error: 6
20/06/2013 10:52:10, INFO : About to execute MSI query: UPDATE `InstallExecuteSequence` SET `Condition`='0' WHERE `Action`='MMC_Kill'
20/06/2013 10:52:10, ERROR : MsiDatabaseOpenView failed with error: 6
20/06/2013 10:52:10, INFO : About to execute MSI query: UPDATE `InstallExecuteSequence` SET `Condition`='0' WHERE `Action`='GroupAndUser_Delete.36CEF5E1_0A61_4F3D_8021_3EB65C4966D0'
20/06/2013 10:52:10, ERROR : MsiDatabaseOpenView failed with error: 6
20/06/2013 10:52:10, INFO : About to execute MSI query: UPDATE `InstallExecuteSequence` SET `Condition`='0' WHERE `Action`='GroupAndUser_DeleteRB.36CEF5E1_0A61_4F3D_8021_3EB65C4966D0'
20/06/2013 10:52:10, ERROR : MsiDatabaseOpenView failed with error: 6
20/06/2013 10:52:10, INFO : About to execute MSI query: UPDATE `InstallExecuteSequence` SET `Condition`='0' WHERE `Action`='DeleteAdminGroup_Uninstall.A7BF7F78_EC24_4CF0_9C11_B360F063EAEB'
20/06/2013 10:52:10, ERROR : MsiDatabaseOpenView failed with error: 6
20/06/2013 10:52:10, INFO : About to execute MSI query: UPDATE `InstallExecuteSequence` SET `Condition`='0' WHERE `Action`='CleanUp'
20/06/2013 10:52:10, ERROR : MsiDatabaseOpenView failed with error: 6
20/06/2013 10:52:10, INFO : About to execute MSI query: UPDATE `InstallUISequence` SET `Condition`='0' WHERE `Action`='SUM_Uninstall'
20/06/2013 10:52:10, ERROR : MsiDatabaseOpenView failed with error: 6
20/06/2013 10:52:10, INFO : About to execute MSI query: UPDATE `InstallUISequence` SET `Condition`='0' WHERE `Action`='SUM_Delete_Admin_Share'
20/06/2013 10:52:10, ERROR : MsiDatabaseOpenView failed with error: 6
20/06/2013 10:52:10, ERROR : Failed to disable custom actions from cached MSI.  Error: 6
20/06/2013 10:52:10, ERROR : Failed to update registry to make SUM visible in Add Remove Programs
20/06/2013 10:52:10, INFO : About to Uninstall Sophos Enterprise Console
20/06/2013 10:52:17, INFO : Processing INSTALLMESSAGE_ERROR or INSTALLMESSAGE_FATALEXIT message from MSI
20/06/2013 10:52:17, INFO : Deactivate state: Installing
20/06/2013 10:52:17, INFO : Activate state: Failing
20/06/2013 10:52:17, INFO : Uninstallation of Sophos Enterprise Console failed with error code: 1603
20/06/2013 10:52:17, INFO : Ended uninstalling Sophos Enterprise Console
20/06/2013 10:52:17, INFO : Installation failed with error code: 1603
20/06/2013 10:52:17, INFO : Deactivate state: Failing
20/06/2013 10:52:17, INFO : Activate state: Failed
20/06/2013 10:52:17, INFO : Entered Installation failed page.
20/06/2013 10:52:17, INFO : There is not a SOPHOS instance on the local machine
20/06/2013 10:52:17, INFO : Uninitialized COM in SQL server searcher thread
20/06/2013 10:56:45, INFO : Opening logs folder: C:\Documents and Settings\All Users\Application Data\Sophos\Management Installer
20/06/2013 10:56:45, ERROR : Could not open temp folder. ShellExecute() returned error: 33 - The process cannot access the file because another process has locked a portion of the file.

The Sophos_Sophos Enterpirse Console states

MSI (s) (70:40) [10:52:17:732]: Note: 1: 1725 
MSI (s) (70:40) [10:52:17:732]: Product: Sophos Enterprise Console -- Removal failed.

MSI (s) (70:40) [10:52:17:748]: Windows Installer removed the product. Product Name: Sophos Enterprise Console. Product Version: 4.5.0. Product Language: 1033. Removal success or error status: 1603.

MSI (s) (70:40) [10:52:17:795]: Cleaning up uninstalled install packages, if any exist
MSI (s) (70:40) [10:52:17:795]: MainEngineThread is returning 1603
MSI (s) (70:A0) [10:52:17:795]: No System Restore sequence number for this installation.
=== Logging stopped: 20/06/2013  10:52:17 ===
MSI (s) (70:A0) [10:52:17:795]: User policy value 'DisableRollback' is 0
MSI (s) (70:A0) [10:52:17:795]: Machine policy value 'DisableRollback' is 0
MSI (s) (70:A0) [10:52:17:795]: Incrementing counter to disable shutdown. Counter after increment: 0
MSI (s) (70:A0) [10:52:17:795]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2 
MSI (s) (70:A0) [10:52:17:795]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2 
MSI (s) (70:A0) [10:52:17:795]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\InProgress 3: 2 
MSI (s) (70:A0) [10:52:17:795]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\InProgress 3: 2 
MSI (s) (70:A0) [10:52:17:795]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied.  Counter after decrement: -1
MSI (s) (70:A0) [10:52:17:795]: Restoring environment variables
MSI (s) (70:A0) [10:52:17:795]: Destroying RemoteAPI object.
MSI (s) (70:E4) [10:52:17:795]: Custom Action Manager thread ending.
MSI (c) (7C:C0) [10:52:17:811]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied.  Counter after decrement: -1
MSI (c) (7C:C0) [10:52:17:811]: MainEngineThread is returning 1603
=== Verbose logging stopped: 20/06/2013  10:52:17 ===

The Event Log states

The description for Event ID ( 1013 ) in Source ( MsiInstaller ) cannot be found. The local computer may not have the necessary registry information or message DLL files to display messages from a remote computer. You may be able to use the /AUXSOURCE= flag to retrieve this description; see Help and Support for details. The following information is part of the event: Product: Sophos Enterprise Console -- Use 'Add or Remove Programs' for this operation., (NULL), (NULL), (NULL), (NULL), , .

Does anyone know whet the problem is and how to fix it? Can I just use Add/Remove programs to unistall sophos 4.5 on the DB server?

:40977


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  • 0

    Hello Paul-UoP,

    so you were running the installer on the database server or the management server? The bootstrapper log looks like it's attempting to upgrade a remote console.

    Now the part from Sophos_Sophos Enterprise Console just contains the final messages. The log is likely some MB and the error isn't near the end. Please search for Return value 3 - if you can find it you'll perhaps be able to spot the actual error in one of the preceding lines. Feel free to post them here if you're not sure.

    Christian

    :40981
  • 0

    Hi QC,

    I was runnign the installer on the DB server to upgrade the database.

    I have had a look at the Sophos_Sophos Enterprise Console log and search for Return value 3 and here's that section

    MSI (s) (70:40) [10:52:17:029]: Skipping action: SetCommonFilesDirectory.C2372834_7325_4F45_9315_163EC2236463 (condition is false)
MSI (s) (70:40) [10:52:17:029]: Doing action: SetODBCPath.9CED35E4_C9E6_11D3_9833_00A0C9DA4FE9
Action ended 10:52:17: CostFinalize. Return value 1.
MSI (s) (70:1C) [10:52:17:076]: Invoking remote custom action. DLL: C:\WINDOWS\Installer\MSI18.tmp, Entrypoint: SetODBCPath
MSI (s) (70!5C) [10:52:17:123]: Note: 1: 2205 2:  3: ODBCDataSource 
MSI (s) (70!5C) [10:52:17:123]: Note: 1: 2228 2:  3: ODBCDataSource 4: SELECT DataSource, Description FROM ODBCDataSource 
Action start 10:52:17: SetODBCPath.9CED35E4_C9E6_11D3_9833_00A0C9DA4FE9.
MSI (s) (70:40) [10:52:17:123]: Skipping action: SetSuiteInstallDir.C2372834_7325_4F45_9315_163EC2236463 (condition is false)
MSI (s) (70:40) [10:52:17:123]: Doing action: Run_ARP_Applet
Action ended 10:52:17: SetODBCPath.9CED35E4_C9E6_11D3_9833_00A0C9DA4FE9. Return value 1.
MSI (s) (70:40) [10:52:17:123]: Doing action: SLEEP_1_SEC
Action start 10:52:17: Run_ARP_Applet.
Action start 10:52:17: SLEEP_1_SEC.
Action ended 10:52:17: Run_ARP_Applet. Return value 0.
MSI (s) (70:40) [10:52:17:498]: Doing action: Abort_NO_UI_v5
Action ended 10:52:17: SLEEP_1_SEC. Return value 1.
Action start 10:52:17: Abort_NO_UI_v5.
MSI (s) (70:40) [10:52:17:514]: Product: Sophos Enterprise Console -- Use 'Add or Remove Programs' for this operation.

Action ended 10:52:17: Abort_NO_UI_v5. Return value 3.
Action ended 10:52:17: INSTALL. Return value 3.
Property(S): CostingComplete = 0
Property(S): DiskPrompt = [1]
Property(S): UpgradeCode = {72D21ED2-A77D-49AD-BBDA-890F20377EE1}
Property(S): Installed = 2010/06/25 18:46:38
Property(S): ROOTDRIVE = L:Property(S): DotNetFrameworkVersionRequirementMet = 1
Property(S): AspNetVersionRequirementMet = 1
Property(S): ASPNET = 4.0.30319.0
Property(S): OSSupportSxS = 1
Property(S): IEVERSION = 800
Property(S): HASWEBSERVER = 1
Property(S): HASIIS4 = 1
Property(S): ACTION = INSTALL
Property(S): Preselected = 1
Property(S): UILevel = 2
Property(S): OriginalDatabase = C:\sec_45\SERVER~1\Sophos Enterprise Console.msi

    Before that section there is this sort of information 

    MSI (s) (70:40) [10:52:17:014]: WIN64DUALFOLDERS: Substitution in 'C:\Program Files (x86)\Common Files\Business Objects\3.0\bin\p2soutlk.dll' folder had been blocked by the 1 mask argument (the folder pair's iSwapAttrib member = 0).
MSI (s) (70:40) [10:52:17:014]: WIN64DUALFOLDERS: Substitution in 'C:\Program Files (x86)\Common Files\Business Objects\3.0\bin\Implode.dll' folder had been blocked by the 1 mask argument (the folder pair's iSwapAttrib member = 0).
MSI (s) (70:40) [10:52:17:014]: WIN64DUALFOLDERS: Substitution in 'C:\Program Files (x86)\Common Files\Business Objects\3.0\bin\ExportModeller.dll' folder had been blocked by the 1 mask argument (the folder pair's iSwapAttrib member = 0).
MSI (s) (70:40) [10:52:17:014]: WIN64DUALFOLDERS: Substitution in 'C:\Program Files (x86)\Common Files\Business Objects\3.0\bin\crxf_xls.dll' folder had been blocked by the 1 mask argument (the folder pair's iSwapAttrib member = 0).
MSI (s) (70:40) [10:52:17:014]: WIN64DUALFOLDERS: Substitution in 'C:\Program Files (x86)\Common Files\Business Objects\3.0\bin\crxf_wordw.dll' folder had been blocked by the 1 mask argument (the folder pair's iSwapAttrib member = 0).
MSI (s) (70:40) [10:52:17:014]: WIN64DUALFOLDERS: Substitution in 'C:\Program Files (x86)\Common Files\Business Objects\3.0\bin\crtowords_en.dll' folder had been blocked by the 1 mask argument (the folder pair's iSwapAttrib member = 0).
MSI (s) (70:40) [10:52:17:014]: WIN64DUALFOLDERS: Substitution in 'C:\Program Files (x86)\Sophos\Enterprise Console\' folder had been blocked by the 1 mask argument (the folder pair's iSwapAttrib member = 0).

     And

    MSI (s) (70:40) [10:52:16:967]: Disallowing uninstallation of component: {BA9B764D-0DE0-11D5-A548-0090278A1BB8} since another client exists
MSI (s) (70:40) [10:52:16:967]: Disallowing uninstallation of component: {BA9B7659-0DE0-11D5-A548-0090278A1BB8} since another client exists
MSI (s) (70:40) [10:52:16:967]: Disallowing uninstallation of component: {3AC4AA25-A28A-4F09-826A-30CA0A620F35} since another client exists
MSI (s) (70:40) [10:52:16:967]: Disallowing uninstallation of component: {3AC4AA25-A28A-4F09-826A-30CA0A620F35} since another client exists
MSI (s) (70:40) [10:52:16:967]: Disallowing uninstallation of component: {F607CA48-C332-4029-AF8A-39BDF6912CD4} since another client exists
MSI (s) (70:40) [10:52:16:967]: Disallowing uninstallation of component: {F607CA48-C332-4029-AF8A-39BDF6912CD4} since another client exists
    :40983
  • 0

    Hello Paul,

    the messages in the additional snippets are normal as far as I can tell. 

    You did not (explicitly) answer my question if you have a Remote Console on this server :smileyhappy: (it still looks like to me). Thus either you've installed a remote console on the DB server (which is a rather rare setup I'd think) or the server has once hosted the full installation and this is a remnant. Anyway - did you get the Select components choice (with DB, mgmt server and console) and did you perhaps select just the database? If so then I assume it is telling you that setup.exe won't remove the Console and that you have to do it with Add/Remove Programs. If you do have DB and Remote Console then perhaps it'll work if you check both (but that's just an assumption and you'd better verify with Support - I'd try it but it's your server ...:smileywink:). 

    Christian

    :40985
  • 0

    Sorry for not getting your point

    I don't install the Management Console on the DB server to the best of my knowledge (it was quite a while ago now). It certainly has never had a full install

    When I run the 5.1 installer to do the upgrade I don't get any options to what components to instal1l/upgrade.

    I have run the uninstaller from Add/Remove programs and selected change, and there Management Console is not an option to uninstall (it is already crossed out).

    There is a C:\Program Files (x86)Sophos\Enterprise Console directury which has some files in it and a DB and SavProviders sub-directory. I assume these are part of the DB insatll only.

    :40987
  • 0

    Hello Paul,

    Sorry for not getting your point

    my bad, might not have been obvious - can't remember when the components were "split" in Add/Remove Programs. Might be that the 5.1 Installer can't deal with it (can't say, this is just a guess and you should better check with Support). You could upgrade the database manually (please see relevant the link in How to install/upgrade the Sophos Management Database component on to a different (remote) computer) but you'd have to do this also for the final upgrade to 5.2. Another possible option is to uninstall the database component (this will leave the database - which you have backed up anyway - in place) and install the 5.1 database. Dunno if it insists on SQL Server 2008 (5.1 should work with 2005 SP4).

    Christian

    :40989
  • 0

    I have resolved the issue.

    In the bootstrapper log, above the error messages, I noticed this line

    Path to cached Sophos Enterprise Console msi: C:\WINDOWS\Installer\902b7.msi

    At the beginning of the Sophos_Sophos Enterprise Console log I noticed this line

    Warning: Local cached package 'C:\WINDOWS\Installer\902b7.msi' is missing.

     It appears the upgrade uses the above msi to uninstall Sophos 4.5.

    I fixed this by completing the following steps

    1. Built a 4.5 test system which replicated our production system (2 servers, 1 DB 1 Management Server)
    2. Backed up the C:\WINDOWS\Installer directory on the DB server
    3. Ran the 5.1 installer to upgrade the DB server
    4. Checked the bootstrapper log to get the name of the msi used to uninstall Sophos 4.5
    5. Copied this file off the DB server
    6. Renamed the file to 902b7.msi
    7. Copied the file into the C:\WINDOWS\Installer directory on the production DB server
    8. Ran the 5.1 installer to upgrade the DB server.

    Problem solved

    :41149
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