Thread Info
  • State Not Answered
  • Locked Locked
  • Replies 31 replies
  • Subscribers 1 subscriber
  • Views 120939 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

    I'm seeing similar things as tsachen.  I've tried multiple combinations of rebooting, safe mode, toggling UAC, uninstalling, reinstalling and using the M$ windows installer cleanup utility/troubleshooter.  Some computers have RMS, but when you try to re-deploy it disappears and they receive a combination of the AV and AutoUpdate, but no matter what I do I can't get it to deploy RMS from the console.  I've also tried manually running setup.exe from the distribution point and I get the same result.  I have an open case with Sophos support who confirmed that RMS was not deploying based on the logs I sent them.  They escalated my case on Friday, but I haven't heard back since then so I sent a follow up email today.  I've also tried creating an update manager with a slightly older version than 10.3.7 but had the same results.  I am not sure what else to try, so for now I'm playing the waiitng game.

    :50276
Reply
  • 0

    I'm seeing similar things as tsachen.  I've tried multiple combinations of rebooting, safe mode, toggling UAC, uninstalling, reinstalling and using the M$ windows installer cleanup utility/troubleshooter.  Some computers have RMS, but when you try to re-deploy it disappears and they receive a combination of the AV and AutoUpdate, but no matter what I do I can't get it to deploy RMS from the console.  I've also tried manually running setup.exe from the distribution point and I get the same result.  I have an open case with Sophos support who confirmed that RMS was not deploying based on the logs I sent them.  They escalated my case on Friday, but I haven't heard back since then so I sent a follow up email today.  I've also tried creating an update manager with a slightly older version than 10.3.7 but had the same results.  I am not sure what else to try, so for now I'm playing the waiitng game.

    :50276
Children
No Data
Unfiltered HTML