Enterprise Console issue

I tried to do a manual install of the update manager  on the server and it fails. I have attached the logs

Ok,so i managed to install the update manager but I can't seem to be able to install Sophos AV as i get this error 

Hello zaqwsx1234 (or Jessica?),

I'm not sure I understand what the actual issue is - the screenshot (like the log) shows a failed SUM install. Do you indeed want to install SUM on this server? If so - you should install from the management server's SUMInstallSet share, not the (\ProgramData\)Sophos\Update Manager\Install folder.

Which SEC and Endpoint versions are you using? If Protect computers fails and returns the 00000067 please follow the associated article to locate the applicable logs (and please Note: When protecting an endpoint computer from the console some installation logs are saved under the temporary folder for the Windows account used in the Protect computers wizard).

Christian

Hi,

Basically my organisation has 3 different locations. 2 in the uk and 1 in canada. What we have done so far is set up SEC in one of our locations (London) and deployed it out to everyone without an issue.

We are now trying to deploy to our 2nd location in the UK. We set up a share on this server that contains all set up files and shared it with everyone. We do not want the computers in this location to update through our 1st location (London) hence why I set up the update manager on this server. Would you not recommend this? 

At this point, the update manager is already installed, the problem I am having now is installing the anti-virus. I keep getting an error. Please see attachment.

I would greatly appreciate your advice on how to proceed as this is new to me (I am only 1st line support)

Thanks

Hello Jessica,

We set up a share on this server that contains all set up files

you don't have to set up a share manually although you can do - but then you should know what you are doing (no offence meant). Endpoints install (and update) from the appropriate CID in the SophosUpdate share, a SUM is installed from the (existing) SUMInstallSet share (please see Endpoint Security and Control: How to install an additional update manager for details). If you also want to use the SUM as message relay also see Configure message relay in ver 5.2.2.

If your secondary SUM is correctly installed you should see it in the Update managers view on the console. Normally one would install the Endpoint (AV) software from a CID hosted on the secondary SUM (especially when it's also a message relay). Thus I'd first configure the additional update manager and make sure it's working and populating its SophosUpdate share.

The 25010 error is rather general - from the screenshot it looks like starting the newly installed AutoUpdate service fails. How and where from did you install? As you've posted a screenshot I assume it was an interactive install this time. AFAIK setup.exe writes the logs to the user's %TEMP% (or a subfolder), shouldn't be too hard to locate the log(s). Perhaps a more specific error reason can be found (likely near a line containing StartSAUService).

Christian   

Hi Christian,

As i had mentioned, Sophos Update Manager was successfully installed on the server. I merely described our setup and asked if it was wise doing it this way (i.e. setting up update managers in all locations and endpoints getting updates from the update manager in their location)

The isssue I am having now is with installing Sophos AV on the same server where the update manager is. I do not know whether it fails bevause it already has the update manager installed but  I shouldn't think this shoudl be an issue.

I have attached the logs.

Thanks

these are additional logs

Hello Jessica,

if it was wise

depends ... :smileywink:. But yes, this is a usual setup - central management and local updates.

Thanks for the logs. The MSI logs indicate error 14001 in the first line. According to MSDN this means:

ERROR_SXS_CANT_GEN_ACTCTX

14001 (0x36B1)

The application has failed to start because its side-by-side configuration is incorrect. Please see the application event log or use the command-line sxstrace.exe tool for more detail.

The Event Log should have more details which might indicate a missing component.

Christian

Hi Christian,

I have had a look at the event logs and it basically says the same thing. I assume this has nothing to do with Sophos? 

Thanks,

Jess

Hello Jess,

nothing to do with Sophos

no, yes and yes - no because it's some part of Windows, yes(1) because it's needed by Sophos and yes(2) because perhaps a check could be made at install- (and not only run-) time. No details in the Event Log entry's Description? Usually it names the missing piece (e.g. a specific version of the VC++ redistributable).

Christian