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SAV 9 to 9.5 upgrade problem

Yoshinkan

Hi,

I would like to seek help with regards to the problem we encountered with the upgrading of Sophos ver 7x to 9.0.

We already encountered this on several customers and to give you more details below are the procedures of what we've done:

1. From a newly upgraded Enterprise Console (from ver.3.1 to 4.0), we pushed the SAV installation to selected workstations.

Some has been upgraded but there are also some computers that failed to upgrade.

2. Performed manual installation from the endpoints through UNC. Setup failed to complete, SAU agent RMS and AV has already been removed.

3. Reinstall version 9, installation completed successfully.

4. Run remsav-all utility and reboot.

Re-run ver 9.0 installer, setup failed. Sophos Installer detects that there is a  component that cannot be removed (I forgot if it's the AV or RMS component that cannot be uninstalled).

5. Also tried to use Microsoft cleanup utility, clearing of temp folder, manual removal of registry entries.

But still, same error occured during the installation.

Is there anything we can do about this (except reformatting)? Two of our biggest clients are affected and the worst is one of these affected machines is from the Sophos administrator :p

Next action would be to try to upgrade to ver. 9.5, but still waiting for the customer's confirmation before we can proceed with the upgrade.

Hope for your soonest reply.

Thanks.

:5226


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    Hello Yoshinkan,

    first of all I'm surprised that you pushed (Protect Computers?)  the installation. The normal way is to configure SUM after the upgrade and to create  new updating policies as needed. Upgrading the clients is done assigning one of the new policies to their group.

    some computers that failed to upgrade

    That's a rather general description as it might fail for a number of different reasons. It is best to analyze the problem at this point (and perhaps contact Support). To shoot into the darkness is not a wise choice.

    Setup failed to complete

    Reinstall version 9, installation completed successfully

    I fear I don't quite understand what you are describing. Is "setup" the one from the 9.0 CID? And how did you reinstall version 9 then?

    Run remsav-all utility

    Where did you get it from (and why did you use it if installation has been successful)?

    Is there anything we can do about this (except reformatting)?

    Sorry, but I have to say: There are probably some things you should not have done. Can't tell without details whether the machines are beyond repair as it depends on what exactly fails and why. I had a case where a 9.5 install was interrupted (don't ask me how, probably a forced shutdown), Sophos didn't work after the next boot and a subsequent 9.0 re-install failed (no matter what you tried, even the removal utility couldn't be used as the SAV component never got in the installed state). Problem was that the user (local admin) wasn't aware that the machine was about to upgrade and used the 9.0 package. Once he used the correct one everything went smoothly.

    Guess not all computers which failed to upgrade have been subjected to this treatment - or have they? So far I have recovered all installations which seemed to be beyond repair but if it's more than a handful of computers a complete reinstall is probably the lesser effort.

    Christian     

    :5236
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