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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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    OK, one last update.  I just re-ran the "Sophos Remote Management Systems.msi" from an administrator command prompt and it installed successfully, it appeared in add/remove programs and the services are listed and started.  The console seems to be able to see and communicate with the endpoint.

    So if you've tried to re-protect computers and you can get the AV & AutoUpdate to install, see if you have a "Sophos Remote Management Systems.msi" in C:\ProgramData\Sophos\AutoUpdate\Cache\rms then try to run it as an administrator and see if fixes your client checking in.  This seems do-able with the script if the file is already pulled down to the clients but not executing properly. 

    I am going to do some more tests to confirm.

    :50318
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  • 0

    OK, one last update.  I just re-ran the "Sophos Remote Management Systems.msi" from an administrator command prompt and it installed successfully, it appeared in add/remove programs and the services are listed and started.  The console seems to be able to see and communicate with the endpoint.

    So if you've tried to re-protect computers and you can get the AV & AutoUpdate to install, see if you have a "Sophos Remote Management Systems.msi" in C:\ProgramData\Sophos\AutoUpdate\Cache\rms then try to run it as an administrator and see if fixes your client checking in.  This seems do-able with the script if the file is already pulled down to the clients but not executing properly. 

    I am going to do some more tests to confirm.

    :50318
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