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Sophos RMS update problem

Georg_Leitner

Hi,

i have a problem with the sophos rms component. there was a problem with rms on one server, so i completly uninstalled sophos. i rebooted the server and then reinstalled sophos with the enterprise console. everything was installed fine except rms.

i then installed rms by hand from the sophos autoupdate\cache\rms folder, which did work without problems. but when sophos tries to autoupdate itself, it uninstalled rms again and can't install it again.

here is the rms log:

Install from:[C:\ProgramData\Sophos\AutoUpdate\cache\rms]
Install to  :[(null)]
MsiPackagePath: [C:\ProgramData\Sophos\AutoUpdate\cache\rms\Sophos Remote Management System.msi].
Result of loading C:\Program Files (x86)\Sophos\AutoUpdate\SAUConfigDLL.dll is: [6b810000]
LOGIC: Installed version is less than 4 (minor upgrade is n/a).
LOGIC: Unistall needed
Uninstallation of installed RMS required
UNINSTALL: Using backup path C:\ProgramData\Sophos\AutoUpdate\cache\rms\installer_backup
RMS-BACKUP: Starting back up...
RMS-BACKUP: Get list of processes and services to stop.
RMS-BACKUP: Retrieved [].
RMS-BACKUP: Parsed WaitForProcesses and ListOfServices - OK.
RMS-BACKUP: Try to stop services.
RMS-BACKUP: Stopped services with ServiceController() - OK.
RMS-BACKUP: Waiting for processes to disappear.
RMS-BACKUP: Waited for processes - OK.
RMS-BACKUP: Retrieving the CommonAppData folder.
RMS-BACKUP: Retrieved source: [C:\ProgramData\Sophos\Remote Management System\3].
RMS-BACKUP: Retrieved backup: [C:\ProgramData\Sophos\AutoUpdate\cache\rms\installer_backup].
RMS-BACKUP: Directory: [C:\ProgramData\Sophos\AutoUpdate\cache\rms\installer_backup] existed.
RMS-BACKUP: Backing up registry content
Running Command: regedit /E "C:\ProgramData\Sophos\AutoUpdate\cache\rms\installer_backup_reg\rms_registry.reg" "HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\Remote Management System"
Command returned 0
Running Command: regedit /E "C:\ProgramData\Sophos\AutoUpdate\cache\rms\installer_backup_reg\messaging_registry.reg" "HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\Messaging System"
Command returned 0
UNINSTALL: Preserving cac.pem and mrinit.conf files
UNINSTALL: cac.pem and mrinit.conf files preserved
UNINSTALL: Removing RMS using cached msi with command: REBOOT=ReallySuppress SOPHOS_TP_TOKEN=1
UNINSTALL: removing RMS using package msi by running MsiInstallProduct(C:\ProgramData\Sophos\AutoUpdate\cache\rms\Sophos Remote Management System.msi, "REBOOT=ReallySuppress REMOVE=ALL SOPHOS_TP_TOKEN=1")
UNINSTALL: !RMS Setup plugin: Removal of old RMS returned exit code 1605

and autoupdate log:

Trace(2015-Apr-17 11:13:54): Sending message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>Install.Failure</ID><StringID>103</StringID><Sender>ALUpdate</Sender><Insert>RMSNT</Insert><Insert>80041f09</Insert></ErrorMessage></Config>

greets

Georg

:56728


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  • 0

    Hello Georg,

    perhaps an unfortunate moment as 10.3.13 with the new RMS 4.0 has just been released.

    everything was installed fine except rms ... i then installed rms by hand

    This is not recommended as setup.exe or ALUpdate.exe run some logic and set up a few things before calling the Installer. For whatever reason ALUpdate seems to think that an older version is installed (LOGIC: Installed version is less than 4) and attempts to uninstall it - which fails with 1605 (ERROR_UNKNOWN_PRODUCT, This action is only valid for products that are currently installed), the Sophos RMS uninstall log.txt might or might not help.

    everything was installed fine except rms ... there was a problem with rms on one server, so i completly uninstalled sophos

    The deployment from the console should have been a clean install and worked (actually AutoUpdate installs the components from the cache after downloading them). That the installed failed suggests that the initial problem with rms wasn't resolved by the uninstall/reinstall.

    I'd suggest to uninstall once again, retry the deployment and then tackle the install error (which now shouldn't be 1605).

    Christian

    P.S.: One ALUpdate.exe LOGIC: message contains a small typo :smileywink:

    :56730
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  • 0

    Hello Georg,

    perhaps an unfortunate moment as 10.3.13 with the new RMS 4.0 has just been released.

    everything was installed fine except rms ... i then installed rms by hand

    This is not recommended as setup.exe or ALUpdate.exe run some logic and set up a few things before calling the Installer. For whatever reason ALUpdate seems to think that an older version is installed (LOGIC: Installed version is less than 4) and attempts to uninstall it - which fails with 1605 (ERROR_UNKNOWN_PRODUCT, This action is only valid for products that are currently installed), the Sophos RMS uninstall log.txt might or might not help.

    everything was installed fine except rms ... there was a problem with rms on one server, so i completly uninstalled sophos

    The deployment from the console should have been a clean install and worked (actually AutoUpdate installs the components from the cache after downloading them). That the installed failed suggests that the initial problem with rms wasn't resolved by the uninstall/reinstall.

    I'd suggest to uninstall once again, retry the deployment and then tackle the install error (which now shouldn't be 1605).

    Christian

    P.S.: One ALUpdate.exe LOGIC: message contains a small typo :smileywink:

    :56730
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