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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 ?

  • 0 in reply to ITServices2

    Hello IT Services,

    thanks for the lines - now, this is a "hidden" action (for whatever reason) and I'm not sure what it does. Seems it's about to write the SUM (not the database) user credentials to system.xml in \Program Files (x86)\Sophos\Update Manager at this point. You did already give it another try?

    Christian 

  • 0 in reply to QC

    Yeah, I had another go, this time creating a new user but that didn't help, same error.

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