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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

    i tried your fix with success, until now no problems. thanks!

    i heard back from support, but had in the meantime tried your fix, so i was not able to test their fix. it involved following:

    Navigate to C:\Windows\Installer
From the menu select view>Choose details
Select subject and click ok
Scroll down the list and locate the MSI that relates to the Sophos remote management system subject
Right click on the msi and select repair
This should re-add the registry - HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Products\D5001DEF8CBC5D542A88FF7CBB031412
With the registry key in place carry out the update and it should now remove RMS 3.4.1

    that could have possible worked, if the msi was there, but i cannot verify it anymore

    :57206
Reply
  • 0

    i tried your fix with success, until now no problems. thanks!

    i heard back from support, but had in the meantime tried your fix, so i was not able to test their fix. it involved following:

    Navigate to C:\Windows\Installer
From the menu select view>Choose details
Select subject and click ok
Scroll down the list and locate the MSI that relates to the Sophos remote management system subject
Right click on the msi and select repair
This should re-add the registry - HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Products\D5001DEF8CBC5D542A88FF7CBB031412
With the registry key in place carry out the update and it should now remove RMS 3.4.1

    that could have possible worked, if the msi was there, but i cannot verify it anymore

    :57206
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