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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


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  • 0

    The update worked flawlessly on most of our systems (K1000 reports 295), but I still have 68 or so that have some combination of AV, Firewall, and RMS. Yes, RMS is installed on a couple, but it does them no good because they don't have anything else.

    Following Sophos support's instructions I uninstalled and reinstalled manually. After manually installing RMS and rebooting I couldn't see the PC on the network and coupldn't get past Please Wait after entering my credentials. The firewall installer failed to start the services, and therefore couldn't install, either. A forced reboot couldn't get me to Ctrl/Alt/Del. Restoring to the point where it installed the Sophos Device Driver Package got me back on the network and logged on. Attempting to do a clean install from the console of course gives the same results. Still no further than everyone else on this thread, though. Been on hold waiting for Sophos support twice today for a total of about 50 minutes. They need more songs!

    :50304
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  • 0

    The update worked flawlessly on most of our systems (K1000 reports 295), but I still have 68 or so that have some combination of AV, Firewall, and RMS. Yes, RMS is installed on a couple, but it does them no good because they don't have anything else.

    Following Sophos support's instructions I uninstalled and reinstalled manually. After manually installing RMS and rebooting I couldn't see the PC on the network and coupldn't get past Please Wait after entering my credentials. The firewall installer failed to start the services, and therefore couldn't install, either. A forced reboot couldn't get me to Ctrl/Alt/Del. Restoring to the point where it installed the Sophos Device Driver Package got me back on the network and logged on. Attempting to do a clean install from the console of course gives the same results. Still no further than everyone else on this thread, though. Been on hold waiting for Sophos support twice today for a total of about 50 minutes. They need more songs!

    :50304
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