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SDDMLauncher Error, Parent SUM doesn't update anymore

Remabec

Hello,

We have an issue with the parent SUM (Version 5.4.0) since one of our IT tried what it seems to be a repair on the installation to fix some clients update problems and since I openend up a case with the sophos support 2 days ago and no answer yet I wanted to give it a shot on the forum.

An update from 5.2.2 to 5.4.0 was made 1 week before the repair and eveything seemed to be fine exept some clients update issues.

Since the installation repair, clients and child SUM keeps getting updated but the parent SUM doesn't get new updates anymore and the logs in the C:\ProgramData\Sophos\Update Manager\Logs

The only logs we get is the SUMService :

2016-07-19T00:41:50.483Z [ 2444] INFO SDDMLauncher::Start Starting the Update Manager process...

2016-07-19T00:42:50.515Z [ 2444] ERROR SDDMLauncher::CheckProcess The process is no longer active. Status: 3221225785
2016-07-19T00:42:55.523Z [ 2444] INFO SDDMLauncher::Start Starting the Update Manager process...
2016-07-19T00:43:55.555Z [ 2444] ERROR SDDMLauncher::CheckProcess The process is no longer active. Status: 3221225785
2016-07-19T00:44:00.563Z [ 2444] INFO SDDMLauncher::Start Starting the Update Manager process...
2016-07-19T00:45:00.595Z [ 2444] ERROR SDDMLauncher::CheckProcess The process is no longer active. Status: 3221225785
2016-07-19T00:45:05.602Z [ 2444] INFO SDDMLauncher::Start Starting the Update Manager process...
2016-07-19T00:46:05.634Z [ 2444] ERROR SDDMLauncher::CheckProcess The process is no longer active. Status: 3221225785
2016-07-19T00:46:10.641Z [ 2444] INFO SDDMLauncher::Start Starting the Update Manager process...
2016-07-19T00:47:10.672Z [ 2444] ERROR SDDMLauncher::CheckProcess The process is no longer active. Status: 3221225785

What we tried :

- Move the old logs to another location

- Restart the services

- Restart the server

- Deleted %windir%\temp files

- Validate Registry information in : 

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Windows\CurrentVersion\Uninstall\{2C7A82DB-69BC-4198-AC26-BB862F1BE4D0} 

- Validate the update source credentials for "Sophos" :

But when we tried this, there was this error and the credentials seem to be good :

Failed operation. Details :

CreatedObject <Action><ID>CheckWarehouseAction-ef05dd1e-6c08-41ff-9f92-48c04001965e</ID><CorrelationId>ef05dd1e-6c08-41ff-9f92-49c04001965e</CorrelationId><Operation>WarehouseCheck</Operation><Uri>SOPHOS</Uri><TopLevelCatalogue>sdds.local</TopLevelCatalogue><User>**********</User><Passwordobfuscated="true">*************************</Password></Action> specialactionsFailed to create a warehouse check action! SDDM returned 0xffffffff

Any other clues would be very appreciated, we are starting to scratch our heads a lot on this one.

Thank you

Regards

Richard



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  • 0

    Hello Richard,

    I'm not Sophos and I've not seen this error before. From the log, your additional information, and a quick look into SUMService.exe I conjecture that the Sophos Update Manager process (SophosUpdateMgr.exe) dies during or shortly after startup.
    The Sophos Update Manager service obviously starts successfully and also succeeds in starting the Sophos Update Manager as child process. Normally the latter should begin to write its logs within a second. If everything works as it should the SUMService.log contains only informational SDDMLauncher::Start and SDDMLauncher::Stop messages. The ERROR SDDMLauncher::CheckProcess message indicates, what else!, an error (I assume this is a check at regular intervals). If I interpret he status 0xC0000139 correctly it's a STOP (Entry Point Not Found or something equivalent).
    There might or might not be events in the Windows Application Event log. It looks like some DLL issue - not a missing one (this would likely give 0xC0000135) but a wrong version. Might be one of the msvc_100.dlls.- the ones in the SUM program directory are newer than those in SYSWOW64 ...

    tried what  it seems to be a repair
    Repair from Programs and Features or some "sophisticated" repair?

    Christian

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  • 0

    Hello Richard,

    I'm not Sophos and I've not seen this error before. From the log, your additional information, and a quick look into SUMService.exe I conjecture that the Sophos Update Manager process (SophosUpdateMgr.exe) dies during or shortly after startup.
    The Sophos Update Manager service obviously starts successfully and also succeeds in starting the Sophos Update Manager as child process. Normally the latter should begin to write its logs within a second. If everything works as it should the SUMService.log contains only informational SDDMLauncher::Start and SDDMLauncher::Stop messages. The ERROR SDDMLauncher::CheckProcess message indicates, what else!, an error (I assume this is a check at regular intervals). If I interpret he status 0xC0000139 correctly it's a STOP (Entry Point Not Found or something equivalent).
    There might or might not be events in the Windows Application Event log. It looks like some DLL issue - not a missing one (this would likely give 0xC0000135) but a wrong version. Might be one of the msvc_100.dlls.- the ones in the SUM program directory are newer than those in SYSWOW64 ...

    tried what  it seems to be a repair
    Repair from Programs and Features or some "sophisticated" repair?

    Christian

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