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Runtime error pushing Sophos to workstation from Enterprise Console

rmic

Hi, I have a problem installing Sophos to Workstation that I cannot understand.

I'm using Enterprise Console 5.1 and want to use "Protect Computers" to install the Workstation.

When I run that I get the error in Enterprise Console: 00000062 Runtime Error

On the Workstation I see the logs avremove.log without error and Sophos ES Setup with the error:

ERROR,An unexpected error occurred, no translation available: Unexpected product state 2 for product with code  {15C418EB-7675-42be-B2B3-281952DA014D},

Anybody familiar with this message?

:26703


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    Hello rmic,

    I have no knowledge of the Microsoft Installer, a little bit of digging seems to tell that the product state 2 means installed for a different user. I can only guess what it means exactly, if I'm right then no surprise that the install sequence is confused - it should be either not present at all or installed under the LOCAL SYSTEM account (S-1-5-18).

    As I have no idea how all the codes relate here's what I'd do: search the registry for the product code {15C418EB-7675-42be-B2B3-281952DA014D}. Dunno if something is left behind after the failed install but I think it shouldn't exist under HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{15C418EB-7675-42be-B2B3-281952DA014D}. If there is something take a look what it is. Otherwise the keys should mention product BE814C515767eb242B3B829125AD10D4 and if anything is under HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\ it should be for S-1-5-18.  

    Can't say if this will help at all. This just occurs on one computer?

    Christian

    :26717
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  • 0

    Hello rmic,

    I have no knowledge of the Microsoft Installer, a little bit of digging seems to tell that the product state 2 means installed for a different user. I can only guess what it means exactly, if I'm right then no surprise that the install sequence is confused - it should be either not present at all or installed under the LOCAL SYSTEM account (S-1-5-18).

    As I have no idea how all the codes relate here's what I'd do: search the registry for the product code {15C418EB-7675-42be-B2B3-281952DA014D}. Dunno if something is left behind after the failed install but I think it shouldn't exist under HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{15C418EB-7675-42be-B2B3-281952DA014D}. If there is something take a look what it is. Otherwise the keys should mention product BE814C515767eb242B3B829125AD10D4 and if anything is under HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\ it should be for S-1-5-18.  

    Can't say if this will help at all. This just occurs on one computer?

    Christian

    :26717
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