Sophos Anti-Vrus installation fails at AutoUpdate install

Hi,

In the same directory as the log file: "Sophos ES setup.log" is there a msi log for the Sophos AutoUpdate install?  It should be called: "Sophos AutoUpdate Install Log".

Does this give any more clues as to the reason Sophos AutoUpdate is not installing?  Search for "value 3".

Thanks.

Hi,

are you trying to install Sophos on an 64bit OS server? Just try to install AutoUpdate without the setup.exe just using the MSI file. That could work.

 Cheers!

Hi,

using the autoupdate.msi will just lead to an updating issue but it might help to find out what the root cause for this problem is.

In this case i assume that there is a problem with the Microsoft Installer.

As Elmo recommendet you can have a look into the sau install logs - should be lots of information in there and if thats the case best thing is to look out for "value 3" in the log.

If there is no autoupdate log available or if it is quite short giving no obvious error or some error according the Microsoft installer you can try the following things (you won't break anything if you perform those commands anyway):

1. Re-register the Microsoft installer using

msiexec /unregister

and 

msiexec /regserver

2. Update your Microsoft installer to the latest version (if it is not already the latest one).

You might also want to check if the Microsoft installer service has been disabled or msi execution has been forbidden by the group policy.

Hope this helps :-)

Cheers

Hello All,

Thank you for all your advice. Unfortunaltely, it has not worked for me. The server is 32-bit. The Windows Installer is at the latest version and re-registering it has had no effect. Other servers in the same OU are installing the anti-virus with no issues, so group policy can be ruled out.

I did get more content in the Sophos ES setup.log - no value 3's. i think it's this log and not Sophos AutoUpdate install log.txt which would have such an entry, as the AutoUpdate log does not contain the word "value". Here is the output:

12/8/2009,6:13:26 PM,Information,Verified that contents of CID C:\DOCUME~1\SergeyG\LOCALS~1\Temp\sophosa match the manifest file,
12/8/2009,6:13:26 PM,Information,Running the Removal tool.,
12/8/2009,6:13:26 PM,Information,Return Code 10 from Removal tool.,
12/8/2009,6:13:26 PM,Information,Removal Tool Completed: No third party Security software found,
12/8/2009,6:13:26 PM,Information,Successfully loaded Microsoft Software Installer library.,
12/8/2009,6:13:26 PM,Information,Installing RMS configuration...,
12/8/2009,6:13:26 PM,Information,Beginning installation of C:\DOCUME~1\SergeyG\LOCALS~1\Temp\sophosa\Sophos AutoUpdate.msi with command line BOOTSTRAP=noupdate REBOOT=ReallySuppress TRANSFORMS=1033.mst UPDATELOCATION="C:\WINDOWS\Packages\Sophos" RMSACTION=7,
12/8/2009,6:13:27 PM,Information,Action start 18:13:27: INSTALL.,
12/8/2009,6:13:27 PM,Information,Action start 18:13:27: ISSetAllUsers.,
12/8/2009,6:13:27 PM,Information,1: InstallShield - ISSetAllUsers (Begin) ,
12/8/2009,6:13:27 PM,Information,1: Opening Database ,
12/8/2009,6:13:27 PM,Information,1: {3B8886D0-98A2-4992-A0AC-893AEDBB494B} 2.0.0   0 ,
12/8/2009,6:13:27 PM,Information,1: {3B8886D0-98A2-4992-A0AC-893AEDBB494B} 1.0.0 2.0.0  256 ,
12/8/2009,6:13:27 PM,Information,1: Closing Database ,
12/8/2009,6:13:27 PM,Information,1: InstallShield - ISSetAllUsers (End) ,
12/8/2009,6:13:27 PM,Information,Action ended 18:13:27: ISSetAllUsers. Return value 1.,
12/8/2009,6:13:27 PM,Information,Action start 18:13:27: AppSearch.,
12/8/2009,6:13:27 PM,Information,Action ended 18:13:27: AppSearch. Return value 1.,
12/8/2009,6:13:27 PM,Information,Action start 18:13:27: FindRelatedProducts.,
12/8/2009,6:13:27 PM,Information,Action ended 18:13:27: FindRelatedProducts. Return value 1.,
12/8/2009,6:13:27 PM,Information,Action start 18:13:27: LaunchConditions.,
12/8/2009,6:13:27 PM,Information,Action ended 18:13:27: LaunchConditions. Return value 1.,
12/8/2009,6:13:27 PM,Information,Action start 18:13:27: ValidateProductID.,
12/8/2009,6:13:27 PM,Information,Action ended 18:13:27: ValidateProductID. Return value 1.,
12/8/2009,6:13:27 PM,Information,Action start 18:13:27: setUserProfileNT.,
12/8/2009,6:13:27 PM,Information,Action ended 18:13:27: setUserProfileNT. Return value 1.,
12/8/2009,6:13:27 PM,Information,Action start 18:13:27: CheckRegForNullDACLs.,
12/8/2009,6:13:27 PM,Information,Action ended 18:13:27: CheckRegForNullDACLs. Return value 1.,
12/8/2009,6:13:27 PM,Information,Action start 18:13:27: setAllUsersProfile2K.,
12/8/2009,6:13:27 PM,Information,Action ended 18:13:27: setAllUsersProfile2K. Return value 1.,
12/8/2009,6:13:27 PM,Information,Action start 18:13:27: SetAUTOUPDATEDATAFOLDERProp.,
12/8/2009,6:13:27 PM,Information,Action ended 18:13:27: SetAUTOUPDATEDATAFOLDERProp. Return value 1.,
12/8/2009,6:13:27 PM,Information,Action start 18:13:27: CostInitialize.,
12/8/2009,6:13:27 PM,Information,Action ended 18:13:27: CostInitialize. Return value 1.,
12/8/2009,6:13:27 PM,Information,Action start 18:13:27: FileCost.,
12/8/2009,6:13:27 PM,Information,Action ended 18:13:27: FileCost. Return value 1.,
12/8/2009,6:13:27 PM,Information,Action start 18:13:27: IsolateComponents.,
12/8/2009,6:13:27 PM,Information,Action ended 18:13:27: IsolateComponents. Return value 1.,
12/8/2009,6:13:27 PM,Information,Action start 18:13:27: CostFinalize.,
12/8/2009,6:13:27 PM,Information,Action ended 18:13:27: CostFinalize. Return value 1.,
12/8/2009,6:13:27 PM,Information,Action start 18:13:27: SetAUTOUPDATEDATAFOLDERDir.,
12/8/2009,6:13:27 PM,Information,Action ended 18:13:27: SetAUTOUPDATEDATAFOLDERDir. Return value 1.,
12/8/2009,6:13:27 PM,Information,Action start 18:13:27: ISInitAllUsers.,
12/8/2009,6:13:27 PM,Information,Action ended 18:13:27: ISInitAllUsers. Return value 1.,
12/8/2009,6:13:27 PM,Information,Action start 18:13:27: SetODBCFolders.,
12/8/2009,6:13:27 PM,Information,Action ended 18:13:27: SetODBCFolders. Return value 1.,
12/8/2009,6:13:27 PM,Information,Action start 18:13:27: MigrateFeatureStates.,
12/8/2009,6:13:27 PM,Information,Action ended 18:13:27: MigrateFeatureStates. Return value 0.,
12/8/2009,6:13:27 PM,Information,Action start 18:13:27: PreserveServiceArgs.,
12/8/2009,6:13:27 PM,Information,Action ended 18:13:27: PreserveServiceArgs. Return value 1.,
12/8/2009,6:13:27 PM,Information,Action start 18:13:27: InstallValidate.,
12/8/2009,6:13:27 PM,Information,Action ended 18:13:27: InstallValidate. Return value 1.,
12/8/2009,6:13:27 PM,Information,Action start 18:13:27: InstallInitialize.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: InstallInitialize. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: RemoveExistingProducts.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: RemoveExistingProducts. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: SetARPINSTALLLOCATION.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: SetARPINSTALLLOCATION. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: ScheduleAccountChanges.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: ScheduleAccountChanges. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: AllocateRegistrySpace.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: AllocateRegistrySpace. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: ProcessComponents.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: ProcessComponents. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: UnpublishComponents.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: UnpublishComponents. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: MsiUnpublishAssemblies.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: MsiUnpublishAssemblies. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: UnpublishFeatures.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: UnpublishFeatures. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: StopServices.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: StopServices. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: AutoUpdateServiceStopCheck.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: AutoUpdateServiceStopCheck. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: DeleteServices.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: DeleteServices. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: UnregisterComPlus.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: UnregisterComPlus. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: SelfUnregModules.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: SelfUnregModules. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: UnregisterTypeLibraries.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: UnregisterTypeLibraries. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: RemoveODBC.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: RemoveODBC. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: UnregisterFonts.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: UnregisterFonts. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: RemoveRegistryValues.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: RemoveRegistryValues. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: UnregisterClassInfo.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: UnregisterClassInfo. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: UnregisterExtensionInfo.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: UnregisterExtensionInfo. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: UnregisterProgIdInfo.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: UnregisterProgIdInfo. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: UnregisterMIMEInfo.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: UnregisterMIMEInfo. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: RemoveIniValues.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: RemoveIniValues. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: RemoveShortcuts.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: RemoveShortcuts. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: RemoveEnvironmentStrings.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: RemoveEnvironmentStrings. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: RemoveDuplicateFiles.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: RemoveDuplicateFiles. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: RemoveFiles.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: RemoveFiles. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: RemoveFolders.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: RemoveFolders. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: CreateFolders.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: CreateFolders. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: MoveFiles.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: MoveFiles. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: InstallFiles.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: InstallFiles. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: PatchFiles.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: PatchFiles. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: DuplicateFiles.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: DuplicateFiles. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: SetCopyConfigFiles.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: SetCopyConfigFiles. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: CopyConfigFiles.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: CopyConfigFiles. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: BindImage.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: BindImage. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: CreateShortcuts.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: CreateShortcuts. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: RegisterClassInfo.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: RegisterClassInfo. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: RegisterExtensionInfo.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: RegisterExtensionInfo. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: RegisterProgIdInfo.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: RegisterProgIdInfo. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: RegisterMIMEInfo.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: RegisterMIMEInfo. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: WriteRegistryValues.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: WriteRegistryValues. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: SetModifyConfigFiles.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: SetModifyConfigFiles. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: ModifyConfigFiles.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: ModifyConfigFiles. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: SetManagedOnUpgrade.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: SetManagedOnUpgrade. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: ManagedOnUpgrade.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: ManagedOnUpgrade. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: AccountHandlerRollbackCreateAccounts.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: AccountHandlerRollbackCreateAccounts. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: AccountHandlerCreateAccounts.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: AccountHandlerCreateAccounts. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: WriteIniValues.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: WriteIniValues. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: WriteEnvironmentStrings.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: WriteEnvironmentStrings. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: RegisterFonts.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: RegisterFonts. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: InstallODBC.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: InstallODBC. Return value 0.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: RegisterTypeLibraries.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: RegisterTypeLibraries. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: RegisterComPlus.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: RegisterComPlus. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: InstallServices.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: InstallServices. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: SetServicePermissions.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: SetServicePermissions. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: StartServices.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: StartServices. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: SetApplyConfigWithAdapter.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: SetApplyConfigWithAdapter. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: ApplyConfigWithAdapter.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: ApplyConfigWithAdapter. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: SelfRegModules.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: SelfRegModules. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: RegisterUser.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: RegisterUser. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: RegisterProduct.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: RegisterProduct. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: PublishComponents.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: PublishComponents. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: MsiPublishAssemblies.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: MsiPublishAssemblies. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: PublishFeatures.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: PublishFeatures. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: PublishProduct.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: PublishProduct. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: StartMonitor.,
12/8/2009,6:13:28 PM,Information,Action ended 18:13:28: StartMonitor. Return value 1.,
12/8/2009,6:13:28 PM,Information,Action start 18:13:28: InstallFinalize.,
12/8/2009,6:13:29 PM,Information,Sophos AutoUpdate Service stopped OK. (Loop count = 0),
12/8/2009,6:13:37 PM,Information,No configuration file found looking for sauconf.xml,
12/8/2009,6:13:38 PM,Information,Action ended 18:13:38: InstallFinalize. Return value 1.,
12/8/2009,6:13:38 PM,Information,Action start 18:13:38: RegisterWithAutoUpdate.4D96E9F9_7E7B_4556_8D25_ABEE814FE4E0.,
12/8/2009,6:13:38 PM,Information,Action ended 18:13:38: RegisterWithAutoUpdate.4D96E9F9_7E7B_4556_8D25_ABEE814FE4E0. Return value 1.,
12/8/2009,6:13:38 PM,Information,Action ended 18:13:38: INSTALL. Return value 1., 

Hope this helps, and sorry if I'm being greedy.

Thank you,

Sergey

Hi Sergey,

First off, why are you installing version 7.6.6 ?

The latest versions would either be 7.6.14 or 9, can you try the latest one.

If it is Sophos Autoupdate that is failing to install, it would be the Sophos AutoUpdate msi log we need to see, if there are no value 3's (fatal error), then it will generally have something like 'MainEngineThread is returning [some code].  Can you see this ?

Can you paste that log file here or somewhere like http://pastebin.mozilla.org/

You can also create a msi log of autoupdate yourself:

msiexec /i "path to sophos autoupdate.msi" /l*v "c:\saulog.txt"

Although this will likely be the same as the one already on the system.

OD

---

Sergey wrote:

12/8/2009,6:13:26 PM,Information,Beginning installation of C:\DOCUME~1\SergeyG\LOCALS~1\Temp\sophosa\Sophos AutoUpdate.msi with command line BOOTSTRAP=noupdate REBOOT=ReallySuppress TRANSFORMS=1033.mst UPDATELOCATION="C:\WINDOWS\Packages\Sophos" RMSACTION=7,

[…snip…]

12/8/2009,6:13:38 PM,Information,Action ended 18:13:38: INSTALL. Return value 1., 

---

Hi Sergey,

The AutoUpdate installation has succeeded, according to the logs (return value 1 is a success). Previously this same installation failed with Windows error 1601. We can decode this using the "net helpmsg" utility:

C:\>net helpmsg 1601

The Windows Installer Service could not be accessed. This can occur if you are running Windows in safe mode, or if the Windows Installer is not correctly installed. Contact your support personnel for assistance.

Thus JoeDoe's suggestion #1 resolved that issue.

Now that AutoUpdate has installed, did the other products (SAV itself and RMS) download and install? You can first check the AutoUpdate logs by right-clicking the Sophos shield in the system tray, then Configure updating…, then the Logging tab, then View log file button. If the download itself is failing, check update path, credentials, etc.

If the installation fails (which will be noted in the AutoUpdate log), we can examine the installation logs, which are now under %SystemRoot%\Temp (because now it is AutoUpdate itself that installs the remaining products, and since it runs as NT AUTHORITY\SYSTEM, its logs will be in the system %temp% directory).

Let us know what you discover!

Kindest regards,

Tyler

Thank you for your advice, gentlemen.

I did try installing the latest version, although 7.6.6 is the one currently endorsed by my company.  In every case, the manifest symptoms are the same - AutoUpdate Policy install runs, then I get the pop-up saying that Sophos AntiVirus installation has failed. I think the code 1601 resulted from my misguided attempt at installing Sophos in Safe Mode with Networking.

I have paste the Sophos AUtoUpdate install.log, Sophos ES Setup.log, plus the list of applications installed on the server to: http://pastebin.mozilla.org/689784

Any further help would be greatly appreciated.

Thank you,

Sergey

Hi,

It seems that online system (http://pastebin.mozilla.or) has cut the "Sophos AutoUpdate Install Log.txt" short (64K max size maybe?) so it's still difficult to say why the MSI failed.

Can you split it over multiple submits to that system, but then at approx 600K for the msi file, at least that's what mine is, that might be a bit awkward.

Also, the command line which is set to install Sophos AutoUpdate has:

12/4/2009,9:28:38 AM,Information,Beginning installation of C:\DOCUME~1\SergeyG\LOCALS~1\Temp\sophosa\Sophos AutoUpdate.msi with command line BOOTSTRAP=noupdate REBOOT=ReallySuppress TRANSFORMS=1033.mst UPDATELOCATION="C:\WINDOWS\Packages\Sophos" RMSACTION=7

Of interest is:

UPDATELOCATION="C:\WINDOWS\Packages\Sophos"

Does this location exist?  Is this a packaged up version provided by your company?

If you install from a central installation directory, you would have something like:

UPDATELOCATION="\\<server>\SophosUpdate\CIDs\S000\SAVSCFXP\"

for SAV 9 and I would think a similar path for SAV 7

Thanks

Hello Elmo,

Thank you for your speedy reply. I have split up my logs between http://pastebin.mozilla.org/689859 and http://pastebin.mozilla.org/689861. Hopefully that will have worked for you.

You might have something with the UPDATELOCATION, though. I don't think it should be local. Could you please tell me how to control that manually from the command line?

Best Regards,

Sergey

Hi,

I'm afraid it still isn't the complete log, it stops at:
"MSI (s) (50:08) [15:50:44:796]: Doing action:"

I'm not sure how you managed to get that path other than you are using a packaged up central installation directory created by someone in your organisation.

If you use the standalone installer of Sophos Anti-Virus 7 you don't get a "Sophos ES setup" but a "Sophos Standalone Installer.txt" so it Is not the standalone installer you are using and that path would be a network location if you were installing from a Central Installation Directory (CID).
 
Where did this install set come from?  I would suggest if you want an unmanaged installation trying downloading the standalone installer of SAV7, which can still be downloaded from here after logging in:
https://secure.sophos.com/support/updates/dp/full/escw_76sfx.exe. 
The latest SAV9 is available here:
https://secure.sophos.com/support/updates/dp/full/escw_90_sa_sfx.exe

If this is a managed installation, I would recommend running setup.exe from the Central Installation Directory (CID) on your network.

Thanks