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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

    I'm not seeing the issue with new installs, just with failed updates.  I wouldn't expect to see the issue on a machine new out of the box.

    The first "fix" provided by Sophos was to add "Basic Authentication" to the Sophos IIS server.  That seemed to make future updates successful.  The issue however was that the damage was done by the failed update.  It's the machines that were left with only RMS that I'm having trouble getting correct again.

    We only use K1000 currently, though we have a K2000.  We use WDS for our imaging.  When I image a machine, with an image that had 10.3.1 on it, it is successfully updating after the "Basic Authentication" IIS fix.

    :50298
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  • 0

    I'm not seeing the issue with new installs, just with failed updates.  I wouldn't expect to see the issue on a machine new out of the box.

    The first "fix" provided by Sophos was to add "Basic Authentication" to the Sophos IIS server.  That seemed to make future updates successful.  The issue however was that the damage was done by the failed update.  It's the machines that were left with only RMS that I'm having trouble getting correct again.

    We only use K1000 currently, though we have a K2000.  We use WDS for our imaging.  When I image a machine, with an image that had 10.3.1 on it, it is successfully updating after the "Basic Authentication" IIS fix.

    :50298
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