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Endpoint security and control Update failed

Jose Alves

 Hello.

We have 120 computers. 60 windows xp and other are mixed windows 7, 8 and 10. We have SEC 5.4.1 installed in a wndows 2012 r2.

In our company we have a big problem with sophos endpoint in  about 40 windows xp computers. At 04/10/2016 all this computers came with a red cross - update failed.

I try to reinstall via share and via SEC. I have uninstalled sophos antivirus and autoupdate in control panel, deleted sophos folders and registry and tried a fresh instalation. Nothing works.

ALUpdate log finish wit this lines:

Trace(2016-Oct-14 13:17:32): Sending message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>Install.Failure</ID><StringID>103</StringID><Sender>ALUpdate</Sender><Insert>Sophos AutoUpdate</Insert><Insert>80041f04</Insert></ErrorMessage></Config>
Trace(2016-Oct-14 13:17:32): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>Install.Failure</ID><StringID>103</StringID><Sender>ALUpdate</Sender><Insert>Sophos AutoUpdate</Insert><Insert>80041f04</Insert></ErrorMessage></Config>
Trace(2016-Oct-14 13:17:32): IPCSender::ProcessSend: Listener not ready starting to wait
Trace(2016-Oct-14 13:17:33): IPCSender::ProcessSend exiting 

I had open a support ticket, but until now i have no resolution.

Can anybody help?



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  • 0

    It appears that AutoUpdate is failing to install a component.  If you look under: \windows\temp\ you should see the MSI logs and custom action logs.  Sort by last modified is probably easiest.

    For whichever component is failing to install can we see the log files.  If it's SAV, then the install log and associated custom action log would be required.

    Regards,

    Jak

  • 0

    Hello Jose Alves,

    the message suggests that it's the AutoUpdate installation that fails. A few lines above there should be ALUpdate(Install.Failure): Installation of product Sophos AutoUpdate failed. Won't rule other that install for one or more of the components also fails, if this is the case there will be corresponding ALUpdate(Install.Failure): lines.

    Likely there are lots of Sophos AutoUpdate n.n.n.nnn install log yyyymmdd hhmmss.txt files in C:\Windows\Temp, all more or less the same. Search from the top for Return value 3 or its equivalent in your locale. The preceding lines usually contain the actual error. An example would be:

    SOURCEMGMT: Failed to resolve source
    Note: 1: 1714 2: Sophos AutoUpdate 3: 1612

    followed by a more detailed textual description of the error.

    Christian
       

  • 0 in reply to QC

    Hello.

     

    I opened a ticket in SOPHOS. Support discovered that folder c:\windows\temp does not exist in that computers. That was the problem. 

    I don´t know why or what it´s deleting this folder. I recreate c:\windows\temp, but this folder just became deleted. 

    Now i know what causes the problem, but i don´t know why folder just disappear.

  • 0 in reply to Jose Alves

    Hello Jose Alves,

    thanks for sharing the explanation. Once Sophos is installed does it update even though %TEMP% disappeared or do subsequent updates fail?

    Does the folder disappear at boot (or shutdown) or during the session? Process Monitor might help to determine at least when it disappears.

    Christian

  • 0 in reply to QC

    HI All, 

    If the Temp Folder is deleted automatically, Could you check and re-install ".net" and allow the user permission for the same . Check specially if you are using Domain .  

    Also, could you check if you are using any software that would restore the system state ?

    Thanks and Regards

    Aditya Patel 

    Regards,

    Aditya Patel
    Global Escalation Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts
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