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Sophos Client Update? All devices show Error Failed to install SAVXP and none are getting updates from SEC

ChristopherGross

Thursday the 19th, I started getting email alerts for device control on all my machines. Bluetooth, wireless etc... Last time I saw this it was because the endpoint clients had updated. I looked at the dashboard and saw nothing out of the ordinary. Then on Friday I looked and it showed every single PC out of date and with an error. The error is 00000067 Failed to install SAVXP: Unexpected system Error. 

Was a new version pushed out and is failing installation?

If I manually try to update my endpoints it just says "Connecting to Server" but never does.

The machines are checking in because the last message times on each endpoint are current.

No network changes, account changes, or share changes have been made.

 

- Chris-



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  • 0

    Hello Chris,

    the logs in %windir%\Temp\, namely Sophos Anti-Virus Major Install Log ..., Sophos Anti-Virus Major CustomActions Log ..., and perhaps Sophos Anti-Virus Uninstall Log ... (in case it isn't the new version the first two without the Major), should have some detail. CustomActions is a rather simple linear log, the other two are MSI logs.

    Connecting to Server
    should eventually either display a Could not contact server, or a Downloading package ... - but if the former it wouldm't attempt an install. So I'd disregard it for the moment, but you might want to check the ALUpdate log (in %ProgramData%\Sophos\AutoUpdate\Logs\).

    Christian

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  • 0

    Hello Chris,

    the logs in %windir%\Temp\, namely Sophos Anti-Virus Major Install Log ..., Sophos Anti-Virus Major CustomActions Log ..., and perhaps Sophos Anti-Virus Uninstall Log ... (in case it isn't the new version the first two without the Major), should have some detail. CustomActions is a rather simple linear log, the other two are MSI logs.

    Connecting to Server
    should eventually either display a Could not contact server, or a Downloading package ... - but if the former it wouldm't attempt an install. So I'd disregard it for the moment, but you might want to check the ALUpdate log (in %ProgramData%\Sophos\AutoUpdate\Logs\).

    Christian

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  • 0 in reply to QC

    This is from the latest "Sophos Anti-Virus Install Log" on one of our hosts.

    2018-04-24 15:03:17 Info: Detected version of SAV has major version number: 10
    2018-04-24 15:03:17 Unable to QI IProductConfig
    2018-04-24 15:03:17 Info: productType: 0
    2018-04-24 15:03:17 PROCESSOR_ARCHITECTURE environment variable is: AMD64
    2018-04-24 15:03:17 Info: Logging started: installing/upgrading Sophos Anti-Virus
    2018-04-24 15:03:17 Info: InstallFromPath is: C:\ProgramData\Sophos\AutoUpdate\cache\savxp\
    2018-04-24 15:03:17 Info: InstallToPath is:
    2018-04-24 15:03:17 Info: Detected version of SAV has major version number: 10
    2018-04-24 15:03:17 Info: Detected version of SAV has minor version number: 8
    2018-04-24 15:03:17 Info: registryInstallTo [overriding InstallToPath] is: C:\Program Files (x86)\Sophos\Sophos Anti-Virus\
    2018-04-24 15:03:17 Checking for problem versions of SAVI - Install path:C:\Program Files (x86)\Sophos\Sophos Anti-Virus\
    2018-04-24 15:03:17 Veex.dll version '3.72.1.2411'
    2018-04-24 15:03:17 INFO: Checking the validity of the VDL manifest file.
    2018-04-24 15:03:18 INFO: The manifest file has been successfully validated.
    2018-04-24 15:03:18 INFO: Checking the validity of the AppFeed manifest file.
    2018-04-24 15:03:18 INFO: The manifest file has been successfully validated.
    2018-04-24 15:03:18 ERROR: Install threw std::exception: FeatureSet(): CoCreateInstance failed

     

    Also, in the Major Install Log and the Uninstall log the only failed messages I am seeing are "SetUpdateFailed" messages.

    would you want me to copy the contents of those logs here?

     

    -Chris-

  • 0 in reply to ChristopherGross

    Hello Chris,

    this is an early failure, there are just a few hits (including your post) for CoCreateInstance and they suggest either an unregistered MSXML DLL or some third-party DLL as the cause. If indeed no (or you aren't aware that any) changes have been made I think you have to contact Support.

    Christian

  • 0 in reply to QC

    I will reach-out, thanks for your help.

    -Chris-

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