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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

    Yesterday I sent KACE some verbose logs from Process Monitor, Wireshark and the Sophos Diagnostic Utility.  They narrowed it down to KACE Software Metering (kswmetersvc.exe) They parsed the logs and came back with the following:

    Hello Tom,

    Our Global Team has reviewed the files you uploaded. It looks like Kace might have been the issue at your site.

    Issue

    During the upgrade to version 10.0.12 or 10.3.7 the Sophos AutoUpdate component fails. The following errors can be found in the specified logs on the affected computer:

    Sophos AutoUpdate Setup log.txt

    Error: Install of MSI failed with error 1603

    Sophos AutoUpdate install log.txt

    Product: Sophos AutoUpdate -- Error 1303.The installer has insufficient privileges to access this directory: C:\Program Files (x86)\Sophos\AutoUpdate. The installation cannot continue. Log on as an administrator or contact your system administrator.

    Error 1303.The installer has insufficient privileges to access this directory: C:\Program Files (x86)\Sophos\AutoUpdate. The installation cannot continue. Log on as an administrator or contact your system administrator.

    Windows Application Event log

    Event:
    Log Name: Application
    Source: MsiInstaller
    Date:
    Event ID: 11303
    Task: N/A
    Level: Error
    Opcode: Info
    Keyword: Classic
    User:
    User Name:
    Computer:
    Description:Product: Sophos AutoUpdate -- Error 1303.The installer has insufficient privileges to access this directory: C:\Program Files (x86)\Sophos\AutoUpdate. The installation cannot continue. Log on as an administrator or contact your system administrator.

    In the Sophos Enterprise Console or Sophos Control Center the following error may appear:

    Installation of Sophos AutoUpdate Failed [0x00000008]

    First seen in
    Sophos Anti-Virus for Windows 2000+ 10.3.7,
    Sophos Anti-Virus for Windows 2000+ 10.0.12

    Cause

    This issue has been seen on computers running the following service:

    Dell KACE Software Meter (kswmetersvc.exe)

    When started this service opens a Handle to the Sophos AutoUpdate folder preventing it being deleted as part of the upgrade.

    What To Do

    To allow an affected computer to install/upgrade:

    1. Stop the Dell KACE Software Meter service
    2. Re-protect the affected computer/s
    3. Once protected start the Dell KACE Software Meter service

    Note: We recommend contacting the vendor of the software for information on how to prevent this issue in the future

    :50366
Reply
  • 0

    Yesterday I sent KACE some verbose logs from Process Monitor, Wireshark and the Sophos Diagnostic Utility.  They narrowed it down to KACE Software Metering (kswmetersvc.exe) They parsed the logs and came back with the following:

    Hello Tom,

    Our Global Team has reviewed the files you uploaded. It looks like Kace might have been the issue at your site.

    Issue

    During the upgrade to version 10.0.12 or 10.3.7 the Sophos AutoUpdate component fails. The following errors can be found in the specified logs on the affected computer:

    Sophos AutoUpdate Setup log.txt

    Error: Install of MSI failed with error 1603

    Sophos AutoUpdate install log.txt

    Product: Sophos AutoUpdate -- Error 1303.The installer has insufficient privileges to access this directory: C:\Program Files (x86)\Sophos\AutoUpdate. The installation cannot continue. Log on as an administrator or contact your system administrator.

    Error 1303.The installer has insufficient privileges to access this directory: C:\Program Files (x86)\Sophos\AutoUpdate. The installation cannot continue. Log on as an administrator or contact your system administrator.

    Windows Application Event log

    Event:
    Log Name: Application
    Source: MsiInstaller
    Date:
    Event ID: 11303
    Task: N/A
    Level: Error
    Opcode: Info
    Keyword: Classic
    User:
    User Name:
    Computer:
    Description:Product: Sophos AutoUpdate -- Error 1303.The installer has insufficient privileges to access this directory: C:\Program Files (x86)\Sophos\AutoUpdate. The installation cannot continue. Log on as an administrator or contact your system administrator.

    In the Sophos Enterprise Console or Sophos Control Center the following error may appear:

    Installation of Sophos AutoUpdate Failed [0x00000008]

    First seen in
    Sophos Anti-Virus for Windows 2000+ 10.3.7,
    Sophos Anti-Virus for Windows 2000+ 10.0.12

    Cause

    This issue has been seen on computers running the following service:

    Dell KACE Software Meter (kswmetersvc.exe)

    When started this service opens a Handle to the Sophos AutoUpdate folder preventing it being deleted as part of the upgrade.

    What To Do

    To allow an affected computer to install/upgrade:

    1. Stop the Dell KACE Software Meter service
    2. Re-protect the affected computer/s
    3. Once protected start the Dell KACE Software Meter service

    Note: We recommend contacting the vendor of the software for information on how to prevent this issue in the future

    :50366
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