Thread Info
  • State Not Answered
  • Locked Locked
  • Replies 2 replies
  • Subscribers 1 subscriber
  • Views 3550 views
  • Users 0 members are here
Options
Suggested
This discussion has been locked.
You can no longer post new replies to this discussion. If you have a question you can start a new discussion

Autoupdate hangs " Installing Package 1 of 1 ....."

AFS

We recently updated from EC 3   Sophos AV 7   to EC 4 Sophos AV 9.   Everything is working except for intermittent problems on Vista and Windows 7 client updates.

Problem: The scheduled update starts, Downloads packages, and starts installing.    The install hangs with the splash screen showing "installing package 1 of 1 ...".    This does not cause performance issues with the PC, but the install never completes.    If I try to open the Sophos Endpoint security and control it hangs.

At this point the only way to get the update to successfully complete is to reboot.

This seems to only occur on Vista and Windows 7 PCs.  XP and Windows server 2003 have not had problems.

I have an open issue with support.

       1) Make sure Windows Defender is turned off

       2) Turn of indexing from windows search or Google desktop

Has anyone experienced similar issues?  

Any solutions?

:3158


This thread was automatically locked due to age.
  • 0

    Hi,

    Which package is it failing to install/hanging on install?

    The AutoUpdate log file will confirm which package is being installed, be it RMS, SAV, AutoUpdate.

    Once established I would check the MSI install log for the package, this should offer some insight into what actions it is performing.  If you're not sure what package is being installed, if you just arrange the files in %windir%\Temp by modified date the filename will also give away which package is being installed.  I would then have a look at the bottom of the MSI log when it's hung (could be a custom action log file as well, the latest log is probably worth looking into) and see what it is trying to do, maybe compare a working log with this one to see what the next entry should be.

    It might also be worth running Process Monitor at the same time to gather a little more insight into what is happening during that time on the machine.  The AutoUpdate trace log might also offer some insight but from the sound of it, AutoUpdate is waiting for the installation stage to return, but the AutoUpdate trace log would confirm this.

    Hope this help

    Jak

    :3165
  • 0

    Thanks for the information on the logs.  I didn't realize that they were in the /temp folder.  So far this morning, updates seem to be running fine.   With the information you provided, at least I'll have some options to check, the next time it hangs.

    :3185
Unfiltered HTML