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"Failed to install SAVXP: the MSI has fialed [0x00000067]

FormerMember
FormerMember

Issue
=====
Failed to install Sophos client v10.3.6 on the windows 7 machine.

The error message is "Failed to install SAVXP: the MSI has fialed [0x00000067]


Findings
========
From the install log:


MSI (s) (48:A4) [15:01:16:953]: Invoking remote custom action. DLL: C:\Windows\Installer\MSI95FD.tmp, Entrypoint: RunErrorScripts
MSI (s) (48:CC) [15:01:16:968]: Executing op: ActionStart(Name=CheckRegForNullDACLs,,)
MSI (s) (48:CC) [15:01:16:968]: Executing op: ActionStart(Name=RestoreMovedFiles,,)
MSI (s) (48:CC) [15:01:16:968]: Executing op: CustomActionRollback(Action=RestoreMovedFiles,ActionType=1281,Source=BinaryData,Target=RestoreMovedFiles,CustomActionData=C:\Program Files\Sophos\Sophos Anti-Virus\)
MSI (s) (48:DC) [15:01:16:968]: Invoking remote custom action. DLL: C:\Windows\Installer\MSI960E.tmp, Entrypoint: RestoreMovedFiles
MSI (s) (48:CC) [15:01:16:984]: Executing op: ActionStart(Name=SetUpdateFailed,,)
MSI (s) (48:CC) [15:01:16:984]: Executing op: CustomActionRollback(Action=SetUpdateFailed,ActionType=1281,Source=BinaryData,Target=SetUpdateFailed,)
MSI (s) (48:14) [15:01:16:984]: Invoking remote custom action. DLL: C:\Windows\Installer\MSI961E.tmp, Entrypoint: SetUpdateFailed
MSI (s) (48:CC) [15:01:17:000]: Executing op: End(Checksum=0,ProgressTotalHDWord=0,ProgressTotalLDWord=0)
MSI (s) (48:CC) [15:01:17:000]: Error in rollback skipped. Return: 5
MSI (s) (48:CC) [15:01:17:000]: Note: 1: 2318 2:
MSI (s) (48:CC) [15:01:17:000]: No System Restore sequence number for this installation.
MSI (s) (48:CC) [15:01:17:000]: Unlocking Server
MSI (s) (48:CC) [15:01:17:015]: PROPERTY CHANGE: Deleting UpdateStarted property. Its current value is '1'.
Action ended 15:01:17: INSTALL. Return value 3.
.
.
.
.
.

MSI (s) (48:CC) [15:01:17:046]: Note: 1: 1729
MSI (s) (48:CC) [15:01:17:046]: Product: Sophos Anti-Virus -- Configuration failed.
MSI (s) (48:CC) [15:01:17:046]: Windows Installer reconfigured the product. Product Name: Sophos Anti-Virus. Product Version: 10.6.3.537. Product Language: 1033. Manufacturer: Sophos Limited. Reconfiguration success or error status: 1603.
MSI (s) (48:CC) [15:01:17:046]: Deferring clean up of packages/files, if any exist
MSI (s) (48:CC) [15:01:17:046]: MainEngineThread is returning 1603
MSI (s) (48:70) [15:01:17:046]: No System Restore sequence number for this installation.
=== Logging stopped: 7/15/2016 15:01:17 ===
MSI (s) (48:70) [15:01:17:046]: User policy value 'DisableRollback' is 0
MSI (s) (48:70) [15:01:17:046]: Machine policy value 'DisableRollback' is 0
MSI (s) (48:70) [15:01:17:046]: Incrementing counter to disable shutdown. Counter after increment: 0
MSI (s) (48:70) [15:01:17:046]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2
MSI (s) (48:70) [15:01:17:046]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2
MSI (s) (48:70) [15:01:17:046]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied. Counter after decrement: -1
MSI (s) (48:70) [15:01:17:046]: Restoring environment variables
MSI (s) (48:70) [15:01:17:046]: Destroying RemoteAPI object.
MSI (s) (48:50) [15:01:17:046]: Custom Action Manager thread ending.
MSI (c) (B8:D0) [15:01:17:046]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied. Counter after decrement: -1
MSI (c) (B8:D0) [15:01:17:062]: MainEngineThread is returning 1603
=== Verbose logging stopped: 7/15/2016 15:01:17 ===

2016-07-15 15:01:17 ERROR: Installation failed


Checked the following:

community.sophos.com/.../295038

VersionNT = 601
ServicePackLevel = 1

Any suggestion is much appreciated.



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  • 0

    Hello SimonFu,

    RunErrorScripts
    this is already the "reaction" to the actual error which has occurred earlier. If you search upwards there should be another Return value 3 preceded by the error (the details might be in the CustomActions log).

    Christian 

  • FormerMember
    0 FormerMember in reply to QC

    Sophos_Anti-Virus_Major_Install_Log_160715_070056.txt

    Hello Christian,

    Thanks again for your response.

    I have attached the Install Log.

    MSI (s) (48:CC) [15:01:15:783]: Executing op: CustomActionSchedule(Action=CreateUserGroups,ActionType=1025,Source=BinaryData,Target=CreateUserGroups,CustomActionData=C:\ProgramData\Sophos\Sophos Anti-Virus\Config)
    MSI (s) (48:40) [15:01:15:783]: Invoking remote custom action. DLL: C:\Windows\Installer\MSI9168.tmp, Entrypoint: CreateUserGroups
    CustomAction CreateUserGroups returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
    MSI (s) (48:CC) [15:01:15:814]: User policy value 'DisableRollback' is 0
    MSI (s) (48:CC) [15:01:15:814]: Machine policy value 'DisableRollback' is 0
    Action ended 15:01:15: InstallFinalize. Return value 3.

  • 0 in reply to FormerMember

    Hello SimonFu,

    this is the right part, as I've suspected a Custom Action failed (CustomAction CreateUserGroups returned actual error code 1603) and the details, if there are any, can only be found in the CustomActions log. Apparently it fails when trying to create the Sophos user groups though I can't say why.

    Christian

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