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Autoupdate failed after completely clean install

Jeff Siegel1

I have a system that has been failing to update - after receiving notification from the web console, I have completely removed the previous installation by doing the following:

 

1) stopped all sophos related services

2) Uninstalled all components available within programs/features

3) run MS Uninstaller fixit to purge all components

4) run ccleaner to purge all orphan references in the registry

5) deleted all sophos file folders in both program files and program data

6) rebooted -

 

I downloaded the installer directly from the web console and have run this -

Installation completes normally - however - the local console shows that 'update failed'

The web console shows "Failed to install sau: 80004005"

I'm certain that the pertinent answer is contained within the log files, however, I'm not sure which logs to pull.

 

If someone would kindly advise further on this, it would be greatly appreciated.

 

Thanks in advance,


~J



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  • 0

    As it's a fresh install I would start with:

    • Sophos Endpoint Bootstrap_[TimeStamp].txt
    • Sophos AutoUpdate Install Log.txt

    https://community.sophos.com/kb/en-us/119621

    When you perform the initial install, the installer is running as the logged on user so the logs are under that users temp location, i.e. %temp%

    If Sophos AutoUpdate (SAU) installs, and then SAU has to update SAU, then that install of SAU would be performed as SYSTEM, so you then want to look in \windows\temp\ for the logs.

    In this case specifically the AutoUpdate MSI log.

    Feel free to attach them here.

    Regards,

    Jak

     

     

  • 0 in reply to jak

    Hi Jak

     

    Thanks for the timely reply -

     

    Please find the requested files attached herein, with one caveat. I don't find an autoupdate msi log file in the c:\windows\temp folder at all -

    there is a file called "Sophos Autoupdate 5.6.388 install log 20170706 120359.txt" which is attached herein for review at your convenience.

     

    Thanks in advance,

     

    ~Jeff

     

    Sophos AutoUpdate Install Log.txt Sophos Autoupdate 5.6.388 install log 20170706 120359.txt

    Fullscreen Sophos Endpoint Bootstrap_20170707161209.txt Download 
    7/7/2017,11:12:09 AM,Information,------------------ Beginning installation of Sophos Anti-Virus and AutoUpdate ------------------,
7/7/2017,11:12:09 AM,Information,Setup version 3.3.2.222,
7/7/2017,11:12:09 AM,Information,Command line: c:\users\jeff~1.sie\appdata\local\temp\sophos_bootstrap\setup.exe -server dzr-mcs-amzn-us-west-2-fa88.upe.p.hmr.sophos.com -token ***************** -edxtimestamp 20170706T171456Z,
7/7/2017,11:12:09 AM,Information,Process security set successfully,
7/7/2017,11:12:09 AM,Information,Setup program was run from C:\Users\JEFF~1.SIE\AppData\Local\Temp\sophos_bootstrap,
7/7/2017,11:12:09 AM,Information,Checking system TMP paths.,
7/7/2017,11:12:09 AM,Information,Checking TMP...,
7/7/2017,11:12:09 AM,Information,Temp path for System found: 'C:\Windows\TEMP'.,
7/7/2017,11:12:09 AM,Information,Sophos Endpoint Defense is not installed,
7/7/2017,11:12:09 AM,Information,Migration: 0,
7/7/2017,11:12:09 AM,Information,Migration ID: ,
7/7/2017,11:12:09 AM,Information,Migration Job: 0,
7/7/2017,11:12:09 AM,Information,SEC initiated: 0,
7/7/2017,11:12:09 AM,Information,SEC-initiated migration: 0,
7/7/2017,11:12:09 AM,Information,Tamper protection is not installed,
7/7/2017,11:12:09 AM,Information,Checking if Sophos Anti-Virus or Sophos AutoUpdate are installed...,
7/7/2017,11:12:09 AM,Information,Starting wizard to collect information from user...,
7/7/2017,11:12:12 AM,Information,Checking for internet connectivity...,
7/7/2017,11:12:12 AM,Success,Successfully connected to the URL http://dci.sophosupd.com/.,
7/7/2017,11:12:12 AM,Information,Checking for internet connectivity...,
7/7/2017,11:12:12 AM,Success,Successfully connected to the URL https://dzr-mcs-amzn-us-west-2-fa88.upe.p.hmr.sophos.com/sophos/management/ep.,
7/7/2017,11:12:23 AM,Information,Starting the install sequence.,
7/7/2017,11:12:23 AM,Information,Checking for local third-party software...,
7/7/2017,11:12:23 AM,Information,Done.,
7/7/2017,11:12:23 AM,Information,Installing MSI...,
7/7/2017,11:12:23 AM,Information,Copying ESCDP.dat...,
7/7/2017,11:12:23 AM,Information,SAV not present, skipping install.,
7/7/2017,11:12:23 AM,Information,Registering SAV with AutoUpdate...,
7/7/2017,11:12:23 AM,Information,Installing MCS...,
7/7/2017,11:12:23 AM,Information,Started installing C:\Users\JEFF~1.SIE\AppData\Local\Temp\sophos_bootstrap\mcsep\Sophos Management Communications System.msi ...,
7/7/2017,11:12:26 AM,Information,Registering MCS with AutoUpdate...,
7/7/2017,11:12:26 AM,Information,Successfully enabled Endpoint Defense for MCS.,
7/7/2017,11:12:26 AM,Information,Installing sau_xg,
7/7/2017,11:12:27 AM,Information,Started installing autoupdate ...,
7/7/2017,11:12:59 AM,ERROR,Sophos AutoUpdate could not be installed. A log has been created at C:\Users\JEFF~1.SIE\AppData\Local\Temp\Sophos AutoUpdate Install Log.txt.,
7/7/2017,11:13:06 AM,Information,Sending EBS feedback to Sophos...,
7/7/2017,11:13:06 AM,Information,Sending data back to Sophos...,
7/7/2017,11:13:06 AM,Success,Successfully connected to the URL http://d1.sophosupd.com/ebs/3.3.2.222/CvF71gSTkVoBcfAkYgTwZzMGEeY=/e0MwRTVBNUFFLTcyQzktNDUyRC1CQ0I5LTg4MDRDQ0E0RDZGM30=/6.1.7601/2/120/56/3/ZHpyLW1jcy1hbXpuLXVzLXdlc3QtMi1mYTg4LnVwZS5wLmhtci5zb3Bob3MuY29t///1603/x.xml.,
7/7/2017,11:13:06 AM,Information,------------------ Found errors during installation: 120 ------------------,
7/7/2017,11:13:06 AM,Information,------------------ Installation program finishing with code 120 ------------------,

     

  • 0 in reply to Jeff Siegel1

    Hi,

    The bootstrap log has:

    7/7/2017,11:12:27 AM,Information,Started installing autoupdate ...,
    7/7/2017,11:12:59 AM,ERROR,Sophos AutoUpdate could not be installed. A log has been created at C:\Users\JEFF~1.SIE\AppData\Local\Temp\Sophos AutoUpdate Install Log.txt.,

    But the attached log file with that name, covers a different time and it's a success:

    MSI (s) (98:58) [11:26:23:998]: Product: Sophos AutoUpdate XG -- Installation completed successfully.
    MSI (s) (98:58) [11:26:23:998]: Windows Installer installed the product. Product Name: Sophos AutoUpdate XG. Product Version: 5.5.0.26. Product Language: 1033. Manufacturer: Sophos Limited. Installation success or error status: 0.

    When you run the installer, the Sophos AutoUpdate Install Log.txt log should be under %temp%.  If it fails I would expect that one to be a failure.

    Regards,

    Jak

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