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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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    Hm interesting, I will have to look at that.  With our K1000 so far I haven't been able to get it to not install on a new build.  I used our K2000 to push the image, and installed the K1000 agent.  I'm letting the computer update now then I'll try pushing Sophos again just to be on the safe side that it isn't an update.  And I'm with you, the ones with the failed updates are the ones we seem to fight the most too.

    :50300
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  • 0

    Hm interesting, I will have to look at that.  With our K1000 so far I haven't been able to get it to not install on a new build.  I used our K2000 to push the image, and installed the K1000 agent.  I'm letting the computer update now then I'll try pushing Sophos again just to be on the safe side that it isn't an update.  And I'm with you, the ones with the failed updates are the ones we seem to fight the most too.

    :50300
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