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SUM updating problem. Error code 80040401.

msavignac

Server OS: Windows 2008 x64
Enterprise Console version 5.4.0 (installed 22/06/2016), but the problems began before the update.

Screenshot of Update Managers : http://imgur.com/dLmFWyJ

Error code 80040401 in SOPHOS_SERVER update manager details with description "Software Update fails".
It links to : https://www.sophos.com/en-us/support/knowledgebase/66111.aspx... but it's not a problem with my licence.
The credentials haven't change and we are subscribed until 2020.

Searching for the problem on Google linked to :
https://community.sophos.com/products/endpoint-security-control/f/3/t/5932

I looked at the latest MSI log file in %windir% \temp and I foud this weird entry :

 Info 25051.Failed to load the security ID for username or group SophosUpdateMgr on logon domain SOPHOS_SERVER.

SOPHOS_SERVER isn't the name of our domain, but we have a domain account SophosUpdateMgr that serves as the account to update our endpoints.

--------------


My application log file is full of those events. Any advice on how to fix that problem? 

Log Name: Application
Source: SophosUpdateManager
Date: 6/22/2016 1:42:02 PM
Event ID: 16422
Task Category: None
Level: Error
Keywords: Classic
User: N/A
Computer: SOPHOS_SERVER
Description:
Sophos Update Manager failed to update from product release 'Payload-SDDM' with version 65.1 as the installer returned an error: 1603
Event Xml:
<Event xmlns="schemas.microsoft.com/.../event">
<System>
<Provider Name="SophosUpdateManager" />
<EventID Qualifiers="57344">16422</EventID>
<Level>2</Level>
<Task>0</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2016-06-22T17:42:02.000Z" />
<EventRecordID>453912</EventRecordID>
<Channel>Application</Channel>
<Computer>SOPHOS_SERVER</Computer>
<Security />
</System>
<EventData>
<Data>Payload-SDDM</Data>
<Data>65.1</Data>
<Data>1603</Data>
</EventData>
</Event>

-----

Log Name: Application
Source: SophosUpdateManager
Date: 6/22/2016 1:42:02 PM
Event ID: 29
Task Category: None
Level: Information
Keywords: Classic
User: N/A
Computer: SOPHOS_SERVER
Description:
An updated version of Sophos Update Manager has been installed successfully.
Event Xml:
<Event xmlns="schemas.microsoft.com/.../event">
<System>
<Provider Name="SophosUpdateManager" />
<EventID Qualifiers="8192">29</EventID>
<Level>0</Level>
<Task>0</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2016-06-22T17:42:02.000Z" />
<EventRecordID>453911</EventRecordID>
<Channel>Application</Channel>
<Computer>SOPHOS_SERVER</Computer>
<Security />
</System>
<EventData>
</EventData>
</Event>

-----

Log Name: Application
Source: SophosUpdateManager
Date: 6/22/2016 1:42:02 PM
Event ID: 4097
Task Category: None
Level: Information
Keywords: Classic
User: N/A
Computer: SOPHOS_SERVER
Description:
Sophos Update Manager has started up.
Event Xml:
<Event xmlns="schemas.microsoft.com/.../event">
<System>
<Provider Name="SophosUpdateManager" />
<EventID Qualifiers="24576">4097</EventID>
<Level>4</Level>
<Task>0</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2016-06-22T17:42:02.000Z" />
<EventRecordID>453910</EventRecordID>
<Channel>Application</Channel>
<Computer>SOPHOS_SERVER</Computer>
<Security />
</System>
<EventData>
</EventData>
</Event>

-----

Log Name: Application
Source: SophosUpdateManager
Date: 6/22/2016 1:42:01 PM
Event ID: 16424
Task Category: None
Level: Error
Keywords: Classic
User: N/A
Computer: SOPHOS_SERVER
Description:
Failed to update Sophos Update Manager because the installer returned error code 1603. The Sophos Update Manager service will be restarted.
Event Xml:
<Event xmlns="schemas.microsoft.com/.../event">
<System>
<Provider Name="SophosUpdateManager" />
<EventID Qualifiers="57344">16424</EventID>
<Level>2</Level>
<Task>0</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2016-06-22T17:42:01.000Z" />
<EventRecordID>453909</EventRecordID>
<Channel>Application</Channel>
<Computer>SOPHOS_SERVER</Computer>
<Security />
</System>
<EventData>
<Data>1603</Data>
</EventData>
</Event>

------

Log Name: Application
Source: MsiInstaller
Date: 6/22/2016 1:42:01 PM
Event ID: 1042
Task Category: None
Level: Information
Keywords: Classic
User: SYSTEM
Computer: SOPHOS_SERVER
Description:
Ending a Windows Installer transaction: C:\ProgramData\Sophos\Update Manager\Working\Decoded-SDDM\A845A8B5-6532-4EF1-B19E-1DB2B3CB73D1\SUM.msi.

Client Process Id: 19884.
Event Xml:
<Event xmlns="schemas.microsoft.com/.../event">
<System>
<Provider Name="MsiInstaller" />
<EventID Qualifiers="0">1042</EventID>
<Level>4</Level>
<Task>0</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2016-06-22T17:42:01.000Z" />
<EventRecordID>453908</EventRecordID>
<Channel>Application</Channel>
<Computer>SOPHOS_SERVER</Computer>
<Security UserID="S-1-5-18" />
</System>
<EventData>
<Data>C:\ProgramData\Sophos\Update Manager\Working\Decoded-SDDM\A845A8B5-6532-4EF1-B19E-1DB2B3CB73D1\SUM.msi</Data>
<Data>19884</Data>
<Data>(NULL)</Data>
<Data>(NULL)</Data>
<Data>(NULL)</Data>
<Data>
</Data>
<Data>
</Data>
</EventData>
</Event>

-----

Log Name: Application
Source: MsiInstaller
Date: 6/22/2016 1:42:01 PM
Event ID: 1035
Task Category: None
Level: Information
Keywords: Classic
User: SYSTEM
Computer: SOPHOS_SERVER
Description:
Windows Installer reconfigured the product. Product Name: Sophos Update Manager. Product Version: 1.6.0.2264. Product Language: 1033. Reconfiguration success or error status: 1603.
Event Xml:
<Event xmlns="schemas.microsoft.com/.../event">
<System>
<Provider Name="MsiInstaller" />
<EventID Qualifiers="0">1035</EventID>
<Level>4</Level>
<Task>0</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2016-06-22T17:42:01.000Z" />
<EventRecordID>453907</EventRecordID>
<Channel>Application</Channel>
<Computer>SOPHOS_SERVER</Computer>
<Security UserID="S-1-5-18" />
</System>
<EventData>
<Data>Sophos Update Manager</Data>
<Data>1.6.0.2264</Data>
<Data>1033</Data>
<Data>1603</Data>
<Data>(NULL)</Data>
<Data>
</Data>
<Data>
</Data>
<Binary>7B32433741383244422D363942432D343139382D414332362D4242383632463142453444307D</Binary>
</EventData>
</Event>

-----

Log Name: Application
Source: MsiInstaller
Date: 6/22/2016 1:42:01 PM
Event ID: 11729
Task Category: None
Level: Information
Keywords: Classic
User: SYSTEM
Computer: SOPHOS_SERVER
Description:
Product: Sophos Update Manager -- Configuration failed.
Event Xml:
<Event xmlns="schemas.microsoft.com/.../event">
<System>
<Provider Name="MsiInstaller" />
<EventID Qualifiers="0">11729</EventID>
<Level>4</Level>
<Task>0</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2016-06-22T17:42:01.000Z" />
<EventRecordID>453906</EventRecordID>
<Channel>Application</Channel>
<Computer>SOPHOS_SERVER</Computer>
<Security UserID="S-1-5-18" />
</System>
<EventData>
<Data>Product: Sophos Update Manager -- Configuration failed.</Data>
<Data>(NULL)</Data>
<Data>(NULL)</Data>
<Data>(NULL)</Data>
<Data>(NULL)</Data>
<Data>
</Data>
<Data>
</Data>
<Binary>7B32433741383244422D363942432D343139382D414332362D4242383632463142453444307D</Binary>
</EventData>
</Event>

-----

Log Name: Application
Source: MsiInstaller
Date: 6/22/2016 1:41:36 PM
Event ID: 1040
Task Category: None
Level: Information
Keywords: Classic
User: SYSTEM
Computer: SOPHOS_SERVER
Description:
Beginning a Windows Installer transaction: C:\ProgramData\Sophos\Update Manager\Working\Decoded-SDDM\A845A8B5-6532-4EF1-B19E-1DB2B3CB73D1\SUM.msi. Client Process Id: 19884.
Event Xml:
<Event xmlns="schemas.microsoft.com/.../event">
<System>
<Provider Name="MsiInstaller" />
<EventID Qualifiers="0">1040</EventID>
<Level>4</Level>
<Task>0</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2016-06-22T17:41:36.000Z" />
<EventRecordID>453905</EventRecordID>
<Channel>Application</Channel>
<Computer>SOPHOS_SERVER</Computer>
<Security UserID="S-1-5-18" />
</System>
<EventData>
<Data>C:\ProgramData\Sophos\Update Manager\Working\Decoded-SDDM\A845A8B5-6532-4EF1-B19E-1DB2B3CB73D1\SUM.msi</Data>
<Data>19884</Data>
<Data>(NULL)</Data>
<Data>(NULL)</Data>
<Data>(NULL)</Data>
<Data>
</Data>
<Data>
</Data>
</EventData>
</Event>



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