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Product installtion failed:Sophos system protection:0x80070643

ajinkya nikam

We have recently rolled out preview subscription on our 500 endpoints for enhance tamper protection.

all our 500 plus endpoint reporting update failed. SEC version 5.4.1

we have checked the acl.logs we have error --Product installtion failed:Sophos system protection:0x80070643

we further investigate windows\temp\sophossystemprotection logs for error

following are the errors 


SetupSspUserAccount: LoadAccount(SophosSSPUser) failed (error 1332)

SetupShsUserAccount: Granting permissions to user "NT SERVICE\sophossps"
MSI (s) (84:20) [04:47:16:041]: Executing op: ProgressTotal(Total=1,Type=1,ByteEquivalent=1300000)
MSI (s) (84:20) [04:47:16:041]: Executing op: ServiceControl(,Name=sophossps,Action=1,Wait=1,)
MSI (s) (84:20) [04:51:16:283]: Product: Sophos System Protection -- Error 1920. Service 'Sophos System Protection Service' (sophossps) failed to start. Verify that you have sufficient privileges to start system services.              

log file SophosSystemProtectionSetup_170119_111714.log

 

StartService: Initialized.
StartService: Error 0x8007041d: Service rejected start request.

 

MSI (s) (84:20) [04:51:46:689]: Windows Installer reconfigured the product. Product Name: Sophos System Protection. Product Version: 1.3.1. Product Language: 1033. Manufacturer: Sophos Limited. Reconfiguration success or error status: 1603.

 

Please provide the solution for the issue



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  • 0

    MSI (s) (84:20) [04:47:16:041]: Executing op: ServiceControl(,Name=sophossps,Action=1,Wait=1,)

    MSI (s) (84:20) [04:51:16:283]: Product: Sophos System Protection -- Error 1920. Service 'Sophos System Protection Service' (sophossps) failed to start. Verify that you have sufficient privileges to start system services.

    I'm not sure the MSI log will say why the service failed to start.  It seems like it attempted to start it at 04:47:16 and it failed 4 seconds later.  

    I would suggest that you run Process Monitor (technet.microsoft.com/.../processmonitor.aspx) during an install.   Once it's failed, locate the ssp.exe process being created (use the process tree button is probably the easiest) and step through the events of ssp.exe to see was it was doing.

    If you have a working computer of the same OS, compare against that.

    Feel free to host the PML if you want a second opinion.  

  • 0

    Hello ajinkya nikam,

    all our 500 plus endpoints
    I don't deem this to be the likely cause but there's an article referring to error 1920 with sophossps.

    Christian

  • 0 in reply to QC

    Hi Christians,

    Thank for your reply

    Yes we have refer the article regarding error 1920 and follow the steps but didn't work out.

    we have diverse machines windows 7,8,10. all our endpoint are taking windows updates.

    we tried to install and uninstall the ms update that article talks about but no luck.

    still issue persist

     

  • 0 in reply to jak

    Hi jak,

    Thanks for your suggestion

    i have taken the PML and compare it but no significant thing noticed

  • 0 in reply to ajinkya nikam

    Hello ajinkya nikam,

    from the logs it seems that the installer waits about 4 minutes to get the information that the service has been started. Did PM show that ssp.exe starts, if so - did it get as far as writing its log (in which case perhaps verbose logging might give an insight)?

    Christian

  • 0 in reply to QC

    sophos system protection service goes to state of starting while taking updates n then it stopped. 

    when we try to start it it will end up with error.

    >>i m not sure what causing services to stopped & unable to update the sophos system protection 1.3.0 to 1.3.1??

    when we manually uninstall sophos system protection 1.3.0 and hit update>sophos system protection 1.3.1 installed successfully

    But m not sure what causing to stop it to upgrade the system protection.

     

  • 0 in reply to QC

    Hi Christian,

    Any thoughts on the issue?

    We still haven't figure out what causing the issue

     

  • 0 in reply to ajinkya nikam

    Hello ajinkya nikam,

    I'd have to check how it behaves/behaved on my endpoints. I'm not at work though today.

    Christian

  • 0 in reply to QC

    Hi Christain,

     

    Thanks.looking forward to hear from you

  • 0 in reply to ajinkya nikam

    Hello ajinkya nikam,

    I've up- and downgraded the ssp service several times. There are only minor differences in the messages (the 1332 error is expected, BTW), and your MsiNetAssemblySupport is 4.6 (mine's 4.0). Stopping and starting the service is part of the upgrade install, there's no obvious reason why the start succeeds on an initial install but fails on the upgrade.
    Did you turn on verbose logging? There might be some information in the SSP.log.

    Christian

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