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Sophos Upgrade from 5.5.0 to 5.5.2

Accounts Payable1

Hi,

I have recently upgraded from the Sophos Enterprise Console 5.5.0 to 5.5.2 and I got an error Unable to install Sophos Credential Store Service and failed to upgrade to 5.5.2.

The SEC 5.5.0 is still there. The Under Programs and Features I find the Sophos Management Console and Sophos Management Server are still with version 5.5.0.

Could you please let me know how to fix this error and what I will do next to complete an upgrade to 5.5.2

Your assistance on this request would be extremely appreciated.

Thank you.

Kind regards,

T Doan

 



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  • 0 in reply to QC

    Hi Christian,

    Thank you for your response.

    I also checked the Sophos_CredStoremsi log file as shown below.

    .....

    MSI (s) (68:9C) [12:31:24:268]: Executing op: ActionStart(Name=StartServices,Description=Starting services,Template=Service: [1])
    Set ACL for 'C:\Program Files (x86)\Sophos\Credential Store\'
    MSI (s) (68:9C) [12:31:24:268]: Executing op: ProgressTotal(Total=1,Type=1,ByteEquivalent=1300000)
    MSI (s) (68:9C) [12:31:24:268]: Executing op: ServiceControl(,Name=Sophos.Credential.Store.Service,Action=1,Wait=1,)
    MSI (s) (68:9C) [12:31:54:654]: Note: 1: 2205 2: 3: Error
    MSI (s) (68:9C) [12:31:54:654]: Note: 1: 2228 2: 3: Error 4: SELECT `Message` FROM `Error` WHERE `Error` = 1920
    MSI (s) (68:9C) [12:31:54:654]: Note: 1: 2205 2: 3: Error
    MSI (s) (68:9C) [12:31:54:654]: Note: 1: 2228 2: 3: Error 4: SELECT `Message` FROM `Error` WHERE `Error` = 1709
    MSI (s) (68:9C) [12:31:54:654]: Product: Sophos Credential Store -- Error 1920. Service 'Sophos Credential Store' (Sophos.Credential.Store.Service) failed to start. Verify that you have sufficient privileges to start system services.

    Please let me know how to fix it and what I can do next to complete an upgrade.

    Thank you and look forward to your response.

     

    Kind regards,

    Accounts Payable1

  • 0 in reply to Accounts Payable1

    Hello T Doan,

    1920 is a rather generic error, the timestamps suggest that the service start command timed out. Perhaps the Windows Event log has more information why the service didn't start.

    I assume the installer has performed a rolleback. Has the Sophos Credential Store been removed or is it still there? Dunno to what extent the installer mops up, maybe it left the %ProgramData%\Sophos\Credential Store\ folder and the store.log behind.

    Christian

  • 0 in reply to QC

    Hi Christian,

    Thank you Christian.

    After I got an error I checked the Sophos Credential Store has been removed and also the %ProgramData%\Sophos\Credential Store\ folder and the store.log was empty.

     

    Kind regards,

    T Doan

     

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