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Endpoints Failing to Install New Update

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Hello,

After receiving the new update (10.3.7 3.51) I have 100+ endpoints that are failing to uninstall the new software.  During the install process the old versions of the software are uninstalled, then when the install is starting they error out.  I'm receiving either an "Installation of Sophos AutoUpdate Failed [0x00000008]" error or an "A runtime error occurred. [0x00000062]" error.

From my testing, when this error occurs it's because the AutoUpdate folder that's created in either of the following locations has messed up permissions.  Basically, it won't allow anyone or anything to access it or delete it.  Those locations are:

C:\Program Files (x86)\Sophos\AutoUpdate  -or-  C:\ProgramData\Sophos\AutoUpdate\Cache\sophos_autoupdate1.dir

If I restart the PC with this problem and boot into Safe Mode, log in then out, the bad file is automatically deleted, restart into normal Windows and try the install again.  At that point everything installs correctly and there are no problems.  

I don't want to have to restart 100+ computers into safe mode if I don't have to, we need a better solution and soon because these computers with this problem are unprotected right now.  Thanks for anyone's help!

:50144


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  • 0

    Hello!

    Exactly!  We have gone through the same things with UAC.  Let me share where we're at with you and maybe it'll help a little more:

    For some reason, we're noticing that either the C:\Program Files (x86)\Sophos\ AutoUpdate folder or the C:\ProgramData\Sophos\AutoUpdate\Cache\sophos_autoupdate1.dir folder will get messed up permissions and lock themselves out.  And believe it or not, rebooting into safe mode automatically deletes those folders.  Then after a boot into regular normal windows you can successfully push Sophos.  I wouldn't recommend this as a permanent solution especially because it requires a lot of time, but it does help for now.

    So here's the steps we're doing specifically to resolve this:

    1. Fresh computer, did not receive full update from Sophos server, only firewall installed.
    2. Attempt to push Sophos from Console, failed with Runtime error [0x00000062].
    3. No folders in either C:\Program Files (x86)\Sophos\ or C:\ProgramData\Sophos\ with locked permissions/access denied.
    4. Restart into Safe Mode, did not log in.
    5. Restart into normal boot.
    6. Attempt to push Sophos from Console, failed with AutoUpdate failed installation [0x00000008].
    7. C:\Program Files (x86)\Sophos\AutoUpdate folder locked permissions/access denied.
    8. Restart into Safe Mode, did not log in.
    9. Restart into normal boot.
    10. C:\Program Files (x86)\Sophos\AutoUpdate folder is deleted.
    11. Attempt to push Sophos from Console, Success!!!  All components of SAV and Firewall installed and run correctly!
    :50148
Reply
  • 0

    Hello!

    Exactly!  We have gone through the same things with UAC.  Let me share where we're at with you and maybe it'll help a little more:

    For some reason, we're noticing that either the C:\Program Files (x86)\Sophos\ AutoUpdate folder or the C:\ProgramData\Sophos\AutoUpdate\Cache\sophos_autoupdate1.dir folder will get messed up permissions and lock themselves out.  And believe it or not, rebooting into safe mode automatically deletes those folders.  Then after a boot into regular normal windows you can successfully push Sophos.  I wouldn't recommend this as a permanent solution especially because it requires a lot of time, but it does help for now.

    So here's the steps we're doing specifically to resolve this:

    1. Fresh computer, did not receive full update from Sophos server, only firewall installed.
    2. Attempt to push Sophos from Console, failed with Runtime error [0x00000062].
    3. No folders in either C:\Program Files (x86)\Sophos\ or C:\ProgramData\Sophos\ with locked permissions/access denied.
    4. Restart into Safe Mode, did not log in.
    5. Restart into normal boot.
    6. Attempt to push Sophos from Console, failed with AutoUpdate failed installation [0x00000008].
    7. C:\Program Files (x86)\Sophos\AutoUpdate folder locked permissions/access denied.
    8. Restart into Safe Mode, did not log in.
    9. Restart into normal boot.
    10. C:\Program Files (x86)\Sophos\AutoUpdate folder is deleted.
    11. Attempt to push Sophos from Console, Success!!!  All components of SAV and Firewall installed and run correctly!
    :50148
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