Thread Info
  • State Not Answered
  • Locked Locked
  • Replies 2 replies
  • Subscribers 1 subscriber
  • Views 1222 views
  • Users 0 members are here
Options
Suggested
This discussion has been locked.
You can no longer post new replies to this discussion. If you have a question you can start a new discussion

SAVXP not installing on any computer on the network

thewlis

Hi all,

Today I find myself faced with a curious problem when trying to roll out Sophos Endpoint 9 from Enterprise Console 4 onto a client's network. The initial components (RMS, Autoupdate) install correctly, however when the computer connects to the server to download and install SAVXP, the installation fails.

Enterprise Console reports this failure as "The MSI has failed", and in the event viewer of an affected computer, an entry containing "The Sophos Anti-Virus failed to start: Access denied" appears.

Running the SAVXP MSI manually from the server share folder yeilds the same result; a failure plus the access denied message in the event log.

I'm sure this is a simple permissions problem but I cannot lay my finger on it - can anyone help?

:3197


This thread was automatically locked due to age.
  • 0

    Hello thewlis,

    you'll find some threads if you search for service access denied or service failed start - unfortunately none is flagged as solved or contains a summary post. I'll quote two suggestions:

    Reinstalling the Microsoft Installer (or upgrading to v4.5) most of the times resolves MSI issues on the machine... which is the usually the underlying reason for failed installations of all kind (including Sophos). [by RRR]

    and

    A good troubleshooting step is to run process monitor then attempt to start the service (or install the msi). [by OD]

    Just in case: Process monitor can be found at the Sysinternals site.

    Christian

    :3198
  • 0

    Hi,

    What does the MSI log and custom action log say for the SAV install?

    If AutoUpdate attempted to install SAV (as it would typically on a managed install) it will create the logs in:

    %windir%\temp\

    They will be called:

    Sophos Anti-Virus Install Log_<timestamp>.txt

    Sophos Anti-Virus CustomActions Log_<matchingtimestamptothatabove>.txt

    It keep a history of 4 so I tend to sort by "Date modified" to quickly find the latest.

    N.B. If you have run the install of SAV as the logged on user, as would be the case if you ran the standalone installer of SAV or just ran the MSI, they would be in:

    %temp%

    I would start by opening up the log file:

    Sophos Anti-Virus Install Log_<timestamp>.txt

    If it says that it failed at the bottom of the file, then search up for:

    return value 3

    This will help identify what the installer was trying to do and what might have failed.  Maybe you could post the lines around the failure line.

    Hope this helps,

    Jak

    :3199
Unfiltered HTML