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Custom action failed on Installation of SEC 5.3.1

ITServices2

I've built a clean Windows 2012 R2 server on VMWare 6.0 and patched it.

I have turned on the Computer Browser service.

An installation of SEC v5.3.1 fails with the error "Unable to install Sophos Update Manager - A custom action failed"

This error points me at KB article 114627 but this doesn't cover a failure on Sophos Update Manager.

I have an existing SEC server (v5.1) on the network and want to create a fresh install.

Can anyone give me some pointer on how to diagnose and resolve this issue ?



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  • 0

    Hello IT Services,

    please check the Sophos_Summsi log (in %ProgramData%\Sophos\Management Installer\) - it should contain details on the error.

    Christian

  • 0 in reply to QC

    Thanks for the reply, the log contains the following lines -

    MSI (s) (E4:94) [11:58:50:516]: Executing op: CustomActionSchedule(Action=IS_StoreSUMCredentials,ActionType=9217,Source=BinaryData,Target=**********,CustomActionData=**********)

    MSI (s) (E4:D8) [11:58:50:516]: Invoking remote custom action. DLL: C:\Windows\Installer\MSI76FA.tmp, Entrypoint: StoreUserCredentials
    CustomAction IS_StoreSUMCredentials returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
    MSI (s) (E4:94) [11:58:54:859]: Note: 1: 2265 2: 3: -2147287035
    MSI (s) (E4:94) [11:58:54:859]: User policy value 'DisableRollback' is 0
    MSI (s) (E4:94) [11:58:54:859]: Machine policy value 'DisableRollback' is 0
    Action ended 11:58:54: InstallFinalize. Return value 3.

    Could this be related to the fact the database user I'm specifying is in use by my other server ?

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  • 0 in reply to QC

    Thanks for the reply, the log contains the following lines -

    MSI (s) (E4:94) [11:58:50:516]: Executing op: CustomActionSchedule(Action=IS_StoreSUMCredentials,ActionType=9217,Source=BinaryData,Target=**********,CustomActionData=**********)

    MSI (s) (E4:D8) [11:58:50:516]: Invoking remote custom action. DLL: C:\Windows\Installer\MSI76FA.tmp, Entrypoint: StoreUserCredentials
    CustomAction IS_StoreSUMCredentials returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)
    MSI (s) (E4:94) [11:58:54:859]: Note: 1: 2265 2: 3: -2147287035
    MSI (s) (E4:94) [11:58:54:859]: User policy value 'DisableRollback' is 0
    MSI (s) (E4:94) [11:58:54:859]: Machine policy value 'DisableRollback' is 0
    Action ended 11:58:54: InstallFinalize. Return value 3.

    Could this be related to the fact the database user I'm specifying is in use by my other server ?

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