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Sophos Anti-Vrus installation fails at AutoUpdate install

Sergey

Hello All,

I am attempting to install Sophos AntiVirus v7.6.6 on Windows 2003 Server Standard in an enterprise environment. AutoUpdate installation is failing following policies application. I have tried manually cleaning up previous Sophos installation, installing in Normal Mode, as well as Safe Mode with Networking, and resetting the Local Security Policy. Other servers on the same subnet, targeting the same Sophos enterprise server are having no issues.

In Sophos ES setup.log, I get the following:

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,
12/4/2009,9:28:38 AM,ERROR,Installation of C:\DOCUME~1\SergeyG\LOCALS~1\Temp\sophosa\Sophos AutoUpdate.msi failed with error code 1601,

Does anyone know what the problem might be?

Thank you,

Sergey

:350


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  • 0
    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

    :393
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  • 0
    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

    :393
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