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Upgrade from 5.5.1 to 5.5.2 fails

Gorek

Hi folks,

today i've tried updating Enterprise Console from 5.5.1 to 5.5.2.

 

At first i've upgraded the databases on our cluster, with no errors.

 

After that i've started the SEC-Setup an it fails when trying to install server64.msi. MSI-Log tells the following error:

Action ended 14:45:09: FormatInteger. Return value 1.
MSI (s) (BC:B4) [14:45:09:101]: Invoking remote custom action. DLL: C:\WINDOWS\Installer\MSI2429.tmp, Entrypoint: DeobfuscatePassword
Action start 14:45:09: DeobfuscatePassword.
DeobfuscatePassword:  Initialized.
DeobfuscatePassword:  Deobfuscating: REGISTRYSERVERPASSWORD to SERVER_USERNAMEPASSWORD
DeobfuscatePassword:  Deobfuscation skipped: REGISTRYSUMPASSWORD to SUM_USERNAMEPASSWORD
MSI (s) (BC:00) [14:45:09:148]: Doing action: SetServerUserNamePasswordFromCommandLineValue
Action ended 14:45:09: DeobfuscatePassword. Return value 1.
Action start 14:45:09: SetServerUserNamePasswordFromCommandLineValue.
MSI (s) (BC:00) [14:45:09:148]: Doing action: SetServerUserNameDomainFromCommandLineValue
Action ended 14:45:09: SetServerUserNamePasswordFromCommandLineValue. Return value 1.
Action start 14:45:09: SetServerUserNameDomainFromCommandLineValue.
MSI (s) (BC:00) [14:45:09:148]: Doing action: SetServerUserNameFromCommandLineValue
Action ended 14:45:09: SetServerUserNameDomainFromCommandLineValue. Return value 1.
Action start 14:45:09: SetServerUserNameFromCommandLineValue.
MSI (s) (BC:00) [14:45:09:148]: Skipping action: CredStore.GetDBCredentials (condition is false)
MSI (s) (BC:00) [14:45:09:148]: Skipping action: SetSUMUserNamePasswordFromCommandLineValue (condition is false)
MSI (s) (BC:00) [14:45:09:148]: Skipping action: SetSUMUserNameFromCommandLineValue (condition is false)
MSI (s) (BC:00) [14:45:09:148]: Doing action: CredStore.GetSUMCredentials
Action ended 14:45:09: SetServerUserNameFromCommandLineValue. Return value 1.
MSI (s) (BC:00) [14:45:09:163]: Invoking remote custom action. DLL: C:\WINDOWS\Installer\MSI2459.tmp, Entrypoint: GetSumCredentialsFromCredStore
Action start 14:45:09: CredStore.GetSUMCredentials.
GetSumCredentialsFromCredStore:  Initialized.
GetSumCredentialsFromCredStore:  GetUsername operation results: 80131577
GetSumCredentialsFromCredStore:  Error 0x80131577: Failed to get username
CustomAction CredStore.GetSUMCredentials returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
Action ended 14:45:09: CredStore.GetSUMCredentials. Return value 3.
Action ended 14:45:09: INSTALL. Return value 3.

 

Anyone else facing the same problem or has any clue to solve this issue?

 

Best regards,

 

R. Gorek



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Parents
  • 0

    Hello R. Gorek,

    is the Sophos Credential Store service installed and running? If so, there should be an associated log in %ProgramData%\Sophos\Credential Store\.

    Christian

  • 0 in reply to QC

    Heres the content from the log (XXXX is my admin-account):

     

    Logging Started 5180 2020-03-05@14-42-13-184
    2020-03-05 14:42:13.934 [INF] Service is starting...
    2020-03-05 14:42:13.950 [INF] Check that DP API is functioning correctly
    2020-03-05 14:42:13.981 [INF] DP API check succeeeded
    2020-03-05 14:42:13.981 [INF] Service has started
    2020-03-05 14:42:21.512 [INF] Read credential from store
    2020-03-05 14:42:21.512 [INF] 0 credential(s) found
    2020-03-05 14:42:21.528 [INF] Query store: 'Sophos Policy Evaluation Tool' - '2.2.3'
    2020-03-05 14:42:21.544 [INF] Get user name: 'SEC.DBUser' by 'NT-AUTORITÄT\SYSTEM'
    2020-03-05 14:42:21.544 [WAR] Credential not found: 'SEC.DBUser'
    2020-03-05 14:42:21.559 [INF] Query store: 'Sophos Policy Evaluation Tool' - '2.2.3'
    2020-03-05 14:42:21.559 [INF] Get user name: 'SEC.DBUser' by 'NT-AUTORITÄT\SYSTEM'
    2020-03-05 14:42:21.559 [WAR] Credential not found: 'SEC.DBUser'
    2020-03-05 14:42:21.575 [INF] Query store: 'Sophos Policy Evaluation Tool' - '2.2.3'
    2020-03-05 14:42:21.575 [INF] Get password: 'SEC.DBUser' by 'NT-AUTORITÄT\SYSTEM'
    2020-03-05 14:42:21.575 [WAR] Credential not found: 'SEC.DBUser'
    2020-03-05 14:43:32.800 [INF] Query store: 'SEC.Bootstrapper' - '5.5.2'
    2020-03-05 14:43:32.800 [INF] Get user name: 'SEC.DBUser' by 'xxxxxx'
    2020-03-05 14:43:32.800 [WAR] Credential not found: 'SEC.DBUser'
    2020-03-05 14:43:32.832 [INF] Query store: 'SEC.Bootstrapper' - '5.5.2'
    2020-03-05 14:43:32.847 [INF] Get password: 'SEC.DBUser' by 'xxxxxxx'
    2020-03-05 14:43:32.847 [WAR] Credential not found: 'SEC.DBUser'
    2020-03-05 14:45:09.226 [INF] Query store: 'SEC.ServerCA' - '5.5.2'
    2020-03-05 14:45:09.226 [INF] Get user name: 'SEC.SUMUser' by 'xxxxxx'
    2020-03-05 14:45:09.226 [WAR] Credential not found: 'SEC.SUMUser'
    2020-03-05 15:30:20.485 [INF] Query store: 'SEC.Bootstrapper' - '5.5.2'
    2020-03-05 15:30:20.501 [INF] Get user name: 'SEC.DBUser' by 'xxxxxx'
    2020-03-05 15:30:20.501 [WAR] Credential not found: 'SEC.DBUser'
    2020-03-05 15:30:20.532 [INF] Query store: 'SEC.Bootstrapper' - '5.5.2'
    2020-03-05 15:30:20.532 [INF] Get password: 'SEC.DBUser' by 'xxxxxx'
    2020-03-05 15:30:20.532 [WAR] Credential not found: 'SEC.DBUser'

Reply
  • 0 in reply to QC

    Heres the content from the log (XXXX is my admin-account):

     

    Logging Started 5180 2020-03-05@14-42-13-184
    2020-03-05 14:42:13.934 [INF] Service is starting...
    2020-03-05 14:42:13.950 [INF] Check that DP API is functioning correctly
    2020-03-05 14:42:13.981 [INF] DP API check succeeeded
    2020-03-05 14:42:13.981 [INF] Service has started
    2020-03-05 14:42:21.512 [INF] Read credential from store
    2020-03-05 14:42:21.512 [INF] 0 credential(s) found
    2020-03-05 14:42:21.528 [INF] Query store: 'Sophos Policy Evaluation Tool' - '2.2.3'
    2020-03-05 14:42:21.544 [INF] Get user name: 'SEC.DBUser' by 'NT-AUTORITÄT\SYSTEM'
    2020-03-05 14:42:21.544 [WAR] Credential not found: 'SEC.DBUser'
    2020-03-05 14:42:21.559 [INF] Query store: 'Sophos Policy Evaluation Tool' - '2.2.3'
    2020-03-05 14:42:21.559 [INF] Get user name: 'SEC.DBUser' by 'NT-AUTORITÄT\SYSTEM'
    2020-03-05 14:42:21.559 [WAR] Credential not found: 'SEC.DBUser'
    2020-03-05 14:42:21.575 [INF] Query store: 'Sophos Policy Evaluation Tool' - '2.2.3'
    2020-03-05 14:42:21.575 [INF] Get password: 'SEC.DBUser' by 'NT-AUTORITÄT\SYSTEM'
    2020-03-05 14:42:21.575 [WAR] Credential not found: 'SEC.DBUser'
    2020-03-05 14:43:32.800 [INF] Query store: 'SEC.Bootstrapper' - '5.5.2'
    2020-03-05 14:43:32.800 [INF] Get user name: 'SEC.DBUser' by 'xxxxxx'
    2020-03-05 14:43:32.800 [WAR] Credential not found: 'SEC.DBUser'
    2020-03-05 14:43:32.832 [INF] Query store: 'SEC.Bootstrapper' - '5.5.2'
    2020-03-05 14:43:32.847 [INF] Get password: 'SEC.DBUser' by 'xxxxxxx'
    2020-03-05 14:43:32.847 [WAR] Credential not found: 'SEC.DBUser'
    2020-03-05 14:45:09.226 [INF] Query store: 'SEC.ServerCA' - '5.5.2'
    2020-03-05 14:45:09.226 [INF] Get user name: 'SEC.SUMUser' by 'xxxxxx'
    2020-03-05 14:45:09.226 [WAR] Credential not found: 'SEC.SUMUser'
    2020-03-05 15:30:20.485 [INF] Query store: 'SEC.Bootstrapper' - '5.5.2'
    2020-03-05 15:30:20.501 [INF] Get user name: 'SEC.DBUser' by 'xxxxxx'
    2020-03-05 15:30:20.501 [WAR] Credential not found: 'SEC.DBUser'
    2020-03-05 15:30:20.532 [INF] Query store: 'SEC.Bootstrapper' - '5.5.2'
    2020-03-05 15:30:20.532 [INF] Get password: 'SEC.DBUser' by 'xxxxxx'
    2020-03-05 15:30:20.532 [WAR] Credential not found: 'SEC.DBUser'

Children
  • 0 in reply to Gorek

    Hello R.Gorek,

    did I say this is new stuff?
    The line
    DeobfuscatePassword:  Deobfuscation skipped: REGISTRYSUMPASSWORD to SUM_USERNAMEPASSWORD
    is suspect, it shouldn't say skipped. Can't say why it did this. I assume with REGISTRYSUMPASSWORD it's referring to the value SumUserData in HKLM\SOFTWARE\Wow6432Node\Sophos\EE\Management Tools\.
    I think the logic in the MSI try to obtain the password from the registry as it existed pre-552, if there is none it tries the Credential Store. If the Server64msi has already been run successfully the credentials have been moved. But in your case this was the first run of the Server64msi, wasn't it?

    Christian

  • 0 in reply to QC

    Yes, it was the first run.

     

    I've checked the registry path you mentioned and the credentials there look valid, but are different from the credentials with wich i want to perform the upgrade.

     

    Maybe i try the upgrade with that user?

  • 0 in reply to QC

    Okay, installation with an other user has the same effect.

     

    Is unistalling the credential store an option?

  • 0 in reply to Gorek

    Hello R.Gorek,

    different from the credentials with wich i want to perform the upgrade
    ??? These should be the credentials (the password is obfuscated) for the SUM account, the account in the updating policies. Anyway, thinking about it - has 5.5.1 already been uninstalled? I.e. is the Sophos Management Server still in Programs and Features? I assume at least the Console is still there (with version 5.5.1). If the Management Server is not there re-run setup.exe, it will upgrade the console (at least that's what I've written yesterday) and with the next run it'll let you select the Management Server - it might then prompt you for the credentials.

    Christian

  • 0 in reply to QC

    Nope, 5.5.1 ist still there. Under programs and features i find the Management Console and the Server with version 5.5.1.

  • 0 in reply to Gorek

    Hello R.Gorek,

    didn't see this one before I replied.
    setup.exe will likely reinstall the Credential Store if you uninstall it but I think it's working as it should. So 5.5.1 is still there but Deobfuscation skips the SUM credentials .... hm ... I think only Support/Dev can tell what this signifies. The only idea I have is to follow the How to change ... article (don't actually change the password, of course use the one configured in the policies) in the hope it will then pick up the credentials.

    Christian

  • 0 in reply to QC

    Hi Christian,

     

    i've already tried that, but it didn't make a change.

     

    I will escalate it to the Sophos Support now and give feedback when they find a solution.

     

    Greets,

     

    Robby

  • 0 in reply to Gorek

    Hello Robby,

    i've already tried that
    I'll aim to be more creative next time ;). As it stubbornly refuses to play nice and 5.5.1 is working it's better to wait what Support has to say. I'm curious about the cause.

    Christian,

  • 0 in reply to Gorek

    Hi  

    Could you please PM me the case details you have registered with Support? 

    Shweta

    Community Support Engineer | Sophos Technical Support
    Are you a Sophos Partner? | Product Documentation | @SophosSupport | Sign up for SMS Alerts
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  • 0 in reply to QC

    I also tried to upgrade from 5.5.1. to 5.5.2 and i get exactly the same error.

     

    GetSumCredentialsFromCredStore: No Sophos Credential Store Service found: 80070005
    GetSumCredentialsFromCredStore: Error 0x80004005: Failed to get username
    CustomAction CredStore.GetSUMCredentials returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
    Action ended 16:19:05: CredStore.GetSUMCredentials. Return value 3.

     

    ogging Started 3020 2020-03-05@16-19-00-902
    2020-03-05 16:19:01.011 [INF] Service is starting...
    2020-03-05 16:19:01.027 [INF] Check that DP API is functioning correctly
    2020-03-05 16:19:01.058 [INF] DP API check succeeeded
    2020-03-05 16:19:01.058 [INF] Service has started
    2020-03-05 17:11:27.585 [INF] Read credential from store
    2020-03-05 17:11:27.585 [INF] 0 credential(s) found
    2020-03-05 17:11:27.585 [INF] Query store: 'Sophos Policy Evaluation Tool' - '2.2.3'
    2020-03-05 17:11:27.601 [INF] Get user name: 'SEC.DBUser' by 'NT AUTHORITY\SYSTEM'
    2020-03-05 17:11:27.601 [WAR] Credential not found: 'SEC.DBUser'

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