Thread Info
  • State Not Answered
  • Locked Locked
  • Replies 31 replies
  • Subscribers 1 subscriber
  • Views 120929 views
  • Users 0 members are here
Options
Suggested
This discussion has been locked.
You can no longer post new replies to this discussion. If you have a question you can start a new discussion

Endpoints Failing to Install New Update

PostQ

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


This thread was automatically locked due to age.
Parents
  • 0

    Thanks for the reply.  I tried booting one into safemode, then restarting and re-protecting and it failed (well, install AV and AutoUpdate but NOT remote management) but I am going to do some more testing.  One thing I did notice while working with Sophos is that permissions on C:\ProgramData\Sophos\AutoUpdate\Cache only had READ allowed for users.  They asked me to run the Sophos Diagnostic Utility which is in a subfolder and I couldn't do it until I added READ & EXECUTE on the Cache folder.  It looked as though it was not inheriting properly because I checked some folders above and they did have the inheritance from the base folder.  I suspect some of these same permissions issues are causing protections to fail or certain components not to install.  If I find a procedure that works any easier, I'll share.  I am currently running SDU logs to send to Sophos with my case.

    :50152
Reply
  • 0

    Thanks for the reply.  I tried booting one into safemode, then restarting and re-protecting and it failed (well, install AV and AutoUpdate but NOT remote management) but I am going to do some more testing.  One thing I did notice while working with Sophos is that permissions on C:\ProgramData\Sophos\AutoUpdate\Cache only had READ allowed for users.  They asked me to run the Sophos Diagnostic Utility which is in a subfolder and I couldn't do it until I added READ & EXECUTE on the Cache folder.  It looked as though it was not inheriting properly because I checked some folders above and they did have the inheritance from the base folder.  I suspect some of these same permissions issues are causing protections to fail or certain components not to install.  If I find a procedure that works any easier, I'll share.  I am currently running SDU logs to send to Sophos with my case.

    :50152
Children
No Data
Unfiltered HTML