Upgrading from 5.2 to 5.4 we get the error Unable to Install Database, a Custom Action Failed. I have tried following the KB articles that refer to this error but the solutions do not work for us. Has anyone else had this issue or suggestions on how to r
Hello MartinRadicsh,
there are not many but several CustomActions - likely it's one of the database scripts that fails. Their logs are in the same folder as the MSI log. Impossible to say what the actual error is (and how to solve it) without additional information from the logs (the relevant part of the MSI log and, if applicable, the failing script's log).
Christian
Christian,
I think I have attached the MSI log to this reply. I have tried to go through it but I am not quite sure what I am looking for.
Maybe the other logs may help better. Can you please go to cmd and enter PATH and send the result here?
And furthermore go to cmd and enter sqlcmd and see if an error will come.
Maybe the other logs may help better. Can you please go to cmd and enter PATH and send the result here?
And furthermore go to cmd and enter sqlcmd and see if an error will come.
Here are the outputs of both commands as well as the other log file from the failed install.
PATH=C:\Windows\system32\;C:\Windows;C:\Windows\system32\wbem;c:\tools;c:\program files (x86)\microsoft sql server\100\tools\binn;C:\Program Files (x86)\Microsoft SQL Server\80\Tools\Binn;C:\Program Files (x86)\Sophos\AutoUpdate;C:\Program Files (x86)\Sophos\Enterprise Console;C:\ProgramData\tools\support;C:\ProgramData\pstools;C:\ProgramData\tools\ncftp;C:\ProgramData\tools\support;C:\ProgramData\pstools;C:\ProgramData\tools\ncftp;C:\ProgramData\tools\7-zip;C:\Windows\System32\WindowsPowerShell\v1.0\;C:\Windows\System32\WindowsPowerShell\v1.0\;C:\ProgramData\chocolatey\bin;C:\ProgramData\tools\support;C:\ProgramData\pstools;C:\ProgramData\tools\ncftp;C:\Windows;C:\Windows\system;C:\Windows\system32;C:\Program Files\Microsoft SQL Server\100\Tools\Binn
HResult 0x2, Level 16, State 1 Named Pipes Provider: Could not open a connection to SQL Server [2].
Started Setup.exe, located at: C:\sec_540\ServerInstaller
8/24/2016 10:36:44 AM, INFO : Verifying files in folder
8/24/2016 10:36:44 AM, INFO : Target folder verification completed successfully
8/24/2016 10:36:44 AM, INFO : Initialized COM in the main thread
8/24/2016 10:36:44 AM, INFO : The Winsock 2.2 dll was found okay.
8/24/2016 10:36:44 AM, INFO : --------System Information------------
8/24/2016 10:36:44 AM, INFO : Computer Name: usnyc0pas26
8/24/2016 10:36:44 AM, INFO : Operating System: 6.1.0
8/24/2016 10:36:44 AM, INFO : Service Pack: 1
8/24/2016 10:36:44 AM, INFO : System Type: 64 bit Operating System
8/24/2016 10:36:44 AM, INFO : Locale: en
8/24/2016 10:36:44 AM, INFO : Logged-on User: GROUPE-RC\tadmin
8/24/2016 10:36:44 AM, INFO : Domain: GROUPE-RC
8/24/2016 10:36:44 AM, INFO : --------------------------------------
8/24/2016 10:36:44 AM, INFO : Detected MSI version: 5.0.7601
8/24/2016 10:36:44 AM, INFO : Activate state: Idle
8/24/2016 10:36:44 AM, INFO : Computer is joined to domain: GROUPE-RC
8/24/2016 10:36:44 AM, INFO : Found installed component: {EC6B53C2-A961-4420-A4B0-F9D78DDC4EE6} version: 5.2.0
8/24/2016 10:36:44 AM, INFO : Obtaining SQL instances on local machine...
8/24/2016 10:36:44 AM, INFO : Found MSI: \Console64.msi version: 5.4.0
8/24/2016 10:36:44 AM, INFO : Found installed component: {4DF31EC7-C909-4BD9-A6A8-0FF4C4313188} version: 5.2.0
8/24/2016 10:36:44 AM, INFO : Found MSI: \Server64.msi version: 5.4.0
8/24/2016 10:36:44 AM, INFO : Found installed component: {785EEA74-C97F-4805-B017-112D88248C97} version: 5.2.0
8/24/2016 10:36:44 AM, INFO : Found MSI: \Database64.msi version: 5.4.0
8/24/2016 10:36:44 AM, INFO : Found installed component: {2C7A82DB-69BC-4198-AC26-BB862F1BE4D0} version: 1.6.0.2264
8/24/2016 10:36:44 AM, INFO : Found MSI: SUM.msi version: 1.5.8.11
8/24/2016 10:36:44 AM, INFO : SEC Console detected.
8/24/2016 10:36:44 AM, INFO : SEC Server detected.
8/24/2016 10:36:44 AM, INFO : SEC Database detected.
8/24/2016 10:36:44 AM, INFO : SUM detected.
8/24/2016 10:36:44 AM, INFO : Upgrade 5.x workflow
8/24/2016 10:36:44 AM, INFO : Changed installation value: INSTALLDIR="C:\Program Files\Sophos" INSTALLDIR32="C:\Program Files (x86)\Sophos" SUM_INSTALLDIR="C:\Program Files (x86)\Sophos\Update Manager"
8/24/2016 10:36:44 AM, INFO : Changed installation value: UPGRADE="1"
8/24/2016 10:36:44 AM, INFO : Changed installation value: SERVER_COMPUTERNAME="usnyc0pas26"
8/24/2016 10:36:44 AM, INFO : Changed installation value: SERVER_PORT="80"
8/24/2016 10:36:44 AM, INFO : Changed installation value: SERVER_USERNAME="s-usnyc0-sophos"
8/24/2016 10:36:44 AM, INFO : Changed installation value: SERVER_USERNAMEDOMAIN="GROUPE-RC"
8/24/2016 10:36:44 AM, INFO : Changed installation value: SERVER_USERNAMEPASSWORD="********"
8/24/2016 10:36:44 AM, INFO : upn found: s-usnyc0-sophos@groupe.remy.cointreau
8/24/2016 10:36:44 AM, INFO : Changed installation value: SERVER_UPN="s-usnyc0-sophos@groupe.remy.cointreau"
8/24/2016 10:36:44 AM, INFO : Database account known. Database page will not be displayed
8/24/2016 10:36:44 AM, INFO : Changed installation value: DATABASE_SERVERNAME="(local)\SOPHOS" DATABASE_CONNECTIONSTRING=""
8/24/2016 10:36:44 AM, INFO : Changed installation value: SERVER_FEEDBACKENABLED="1"
8/24/2016 10:36:44 AM, INFO : Changed installation value:
8/24/2016 10:36:44 AM, INFO : Changed installation value:
8/24/2016 10:36:44 AM, INFO : Changed installation value: DB_UPGRADE_VERSION="520"
8/24/2016 10:36:44 AM, INFO : Checking for presence of database: SOPHOSENC52 on instance: (local)\SOPHOS...
8/24/2016 10:36:45 AM, INFO : Database: SOPHOSENC52 exists on instance: (local)\SOPHOS.
8/24/2016 10:36:45 AM, INFO : Changed installation value: ENCDBVERSION="52"
8/24/2016 10:36:45 AM, INFO : Entered Welcome page.
8/24/2016 10:36:45 AM, INFO : Finished retrieving instances - Timeout
8/24/2016 10:36:45 AM, INFO : Obtaining remote SQL instances on network...
8/24/2016 10:36:46 AM, INFO : Finished retrieving instances - Timeout
8/24/2016 10:38:17 AM, INFO : Running System Property Check: User must be an administrator on this computer...
8/24/2016 10:38:17 AM, INFO : System Property Check: User must be an administrator on this computer - PASSED
8/24/2016 10:38:17 AM, INFO : Running System Property Check: All SEC components installed must be the same version...
8/24/2016 10:38:17 AM, INFO : Found installed component: {EC6B53C2-A961-4420-A4B0-F9D78DDC4EE6} version: 5.2.0
8/24/2016 10:38:17 AM, INFO : Found MSI: \Console64.msi version: 5.4.0
8/24/2016 10:38:17 AM, INFO : Found installed component: {4DF31EC7-C909-4BD9-A6A8-0FF4C4313188} version: 5.2.0
8/24/2016 10:38:17 AM, INFO : Found MSI: \Server64.msi version: 5.4.0
8/24/2016 10:38:17 AM, INFO : Found installed component: {785EEA74-C97F-4805-B017-112D88248C97} version: 5.2.0
8/24/2016 10:38:17 AM, INFO : Found MSI: \Database64.msi version: 5.4.0
8/24/2016 10:38:17 AM, INFO : Found installed component: {2C7A82DB-69BC-4198-AC26-BB862F1BE4D0} version: 1.6.0.2264
8/24/2016 10:38:17 AM, INFO : Found MSI: SUM.msi version: 1.5.8.11
8/24/2016 10:38:17 AM, INFO : System Property Check: All SEC components installed must be the same version - PASSED
8/24/2016 10:38:17 AM, INFO : Entered Eula page.
8/24/2016 10:38:18 AM, INFO : Accepted Eula.
8/24/2016 10:38:19 AM, INFO : Running System Property Check: Support operating system version and service pack must be installed...
8/24/2016 10:38:19 AM, INFO : Version: 6.1.0 SP: 1 Architecture: 2 Edition: 7
8/24/2016 10:38:19 AM, INFO : OS version 6.1 Service pack installed
8/24/2016 10:38:19 AM, INFO : System Property Check: Support operating system version and service pack must be installed - PASSED
8/24/2016 10:38:19 AM, INFO : Running System Property Check: Encryption must be not installed...
8/24/2016 10:38:19 AM, INFO : System Property Check: Encryption must be not installed - PASSED
8/24/2016 10:38:19 AM, INFO : Running System Property Check: System account must be able to impersonate other accounts...
8/24/2016 10:38:19 AM, INFO : System Property Check: System account must be able to impersonate other accounts - PASSED
8/24/2016 10:38:19 AM, INFO : Running System Property Check: Machine name should not exceed 15 characters...
8/24/2016 10:38:19 AM, INFO : System Property Check: Machine name should not exceed 15 characters - PASSED
8/24/2016 10:38:19 AM, INFO : Running System Property Check: Computer should have only one network adapter to ensure that RMS binds correctly...
8/24/2016 10:38:19 AM, INFO : System Property Check: Computer should have only one network adapter to ensure that RMS binds correctly - PASSED
8/24/2016 10:38:19 AM, INFO : Running System Property Check: Computer must be rebooted (Installer runonce key or SGN localCache detected) - Computer should be rebooted (warning if there are pending rename operations)...
8/24/2016 10:38:19 AM, INFO : System Property Check: Computer must be rebooted (Installer runonce key or SGN localCache detected) - Computer should be rebooted (warning if there are pending rename operations) - PASSED
8/24/2016 10:38:19 AM, INFO : Running System Property Check: Computer should have more than 4GB RAM...
8/24/2016 10:38:19 AM, INFO : System Property Check: Computer should have more than 4GB RAM - PASSED
8/24/2016 10:38:19 AM, INFO : Running System Property Check: Operating system should support more than 5000 clients...
8/24/2016 10:38:19 AM, INFO : System Property Check: Operating system should support more than 5000 clients - PASSED
8/24/2016 10:38:19 AM, INFO : Running System Property Check: SEC 1.x, 2.0 or 3.x must not be installed on this computer...
8/24/2016 10:38:19 AM, INFO : Product is not installed on local system. Upgrade code: {AC0DE50E-751A-4081-8F5B-8DC7ACBBBD4A}
8/24/2016 10:38:19 AM, INFO : SEC 2.x is not installed on local system. MsiQueryProductState return -1
8/24/2016 10:38:19 AM, INFO : SEC 3.x is not installed on local system. MsiQueryProductState return -1
8/24/2016 10:38:19 AM, INFO : System Property Check: SEC 1.x, 2.0 or 3.x must not be installed on this computer - PASSED
8/24/2016 10:38:19 AM, INFO : Running System Property Check: Sophos Help Desk must not be installed on this computer...
8/24/2016 10:38:19 AM, INFO : Product is not installed on local system. Upgrade code: {4ED6795A-1166-4277-B059-5189544286FE}
8/24/2016 10:38:19 AM, INFO : System Property Check: Sophos Help Desk must not be installed on this computer - PASSED
8/24/2016 10:38:19 AM, INFO : Running System Property Check: Sophos Control Center 2.x must not be installed on this computer...
8/24/2016 10:38:19 AM, INFO : Product is not installed on local system. Upgrade code: {99D634CF-54AF-4FCD-8259-AF8BAA7E7FC5}
8/24/2016 10:38:19 AM, INFO : System Property Check: Sophos Control Center 2.x must not be installed on this computer - PASSED
8/24/2016 10:38:19 AM, INFO : Running System Property Check: Simple file sharing must be disabled...
8/24/2016 10:38:19 AM, INFO : System Property Check: Simple file sharing must be disabled - PASSED
8/24/2016 10:38:19 AM, INFO : Running System Property Check: Sophos EM Console must not be installed on this computer...
8/24/2016 10:38:19 AM, INFO : Product is not installed on local system. Upgrade code: {32FF7557-4C84-4E2E-B917-EE09D8E59FDE}
8/24/2016 10:38:19 AM, INFO : System Property Check: Sophos EM Console must not be installed on this computer - PASSED
8/24/2016 10:38:19 AM, INFO : Running System Property Check: Sophos EM Library must not be installed on this computer...
8/24/2016 10:38:19 AM, INFO : Product is not installed on local system. Upgrade code: {7A81AAEB-E07D-4E38-A36B-9B91FA0BA578}
8/24/2016 10:38:19 AM, INFO : System Property Check: Sophos EM Library must not be installed on this computer - PASSED
8/24/2016 10:38:19 AM, INFO : Running System Property Check: Sophos Enterprise Console must not be running...
8/24/2016 10:38:19 AM, INFO : EnterpriseConsole.exe not found in the list of processes running
8/24/2016 10:38:19 AM, INFO : System Property Check: Sophos Enterprise Console must not be running - PASSED
8/24/2016 10:38:19 AM, INFO : Running System Property Check: Sophos Enterprise Manager must not be running...
8/24/2016 10:38:19 AM, INFO : EnterpriseManager.exe not found in the list of processes running
8/24/2016 10:38:19 AM, INFO : System Property Check: Sophos Enterprise Manager must not be running - PASSED
8/24/2016 10:38:19 AM, INFO : Running System Property Check: Sophos Control Center must not be running...
8/24/2016 10:38:19 AM, INFO : SbeConsole.exe not found in the list of processes running
8/24/2016 10:38:19 AM, INFO : System Property Check: Sophos Control Center must not be running - PASSED
8/24/2016 10:38:19 AM, INFO : Running System Property Check: This computer should have at least 5GB free disk space on the primary drive...
8/24/2016 10:38:19 AM, INFO : Enough space: 27646.000000 Mb
8/24/2016 10:38:19 AM, INFO : System Property Check: This computer should have at least 5GB free disk space on the primary drive - PASSED
8/24/2016 10:38:19 AM, INFO : Running System Property Check: SEC should not be installed on a Domain Controller...
8/24/2016 10:38:19 AM, INFO : The computer is not a Domain Controller
8/24/2016 10:38:19 AM, INFO : System Property Check: SEC should not be installed on a Domain Controller - PASSED
8/24/2016 10:38:19 AM, INFO : Running System Property Check: Logged on user must have rights to query the accounts used by the existing installation...
8/24/2016 10:38:19 AM, INFO : System Property Check: Logged on user must have rights to query the accounts used by the existing installation - PASSED
8/24/2016 10:38:19 AM, INFO : Running System Property Check: Logged on user must have access to the database to upgrade it and its version must be supported...
8/24/2016 10:38:19 AM, INFO : Validating whether logged on user can access the selected sql instance...
8/24/2016 10:38:19 AM, INFO : Connection to database succeeded
8/24/2016 10:38:19 AM, INFO : Validating selected SQL instance version...
8/24/2016 10:38:19 AM, INFO : The version of the sql instance selected is valid
8/24/2016 10:38:19 AM, INFO : System Property Check: Logged on user must have access to the database to upgrade it and its version must be supported - PASSED
8/24/2016 10:38:19 AM, INFO : Running System Property Check: .NET 3.5 SP1 must be installed and the computer restarted before installing on Windows 2008 SP1...
8/24/2016 10:38:19 AM, INFO : System Property Check: .NET 3.5 SP1 must be installed and the computer restarted before installing on Windows 2008 SP1 - PASSED
8/24/2016 10:38:19 AM, INFO : Running System Property Check: The logged on user must be able to connect to the domain controller in Active Directory...
8/24/2016 10:38:19 AM, INFO : System Property Check: The logged on user must be able to connect to the domain controller in Active Directory - PASSED
8/24/2016 10:38:19 AM, INFO : Running System Property Check: All subscriptions must be either recommended or previous tags...
8/24/2016 10:38:19 AM, INFO : Connecting to existing Sophos database. Attempt: 1..
8/24/2016 10:38:19 AM, INFO : Executing query...
8/24/2016 10:38:19 AM, INFO : System Property Check: All subscriptions must be either recommended or previous tags - PASSED
8/24/2016 10:38:19 AM, INFO : Running System Property Check: SUM subscription must be set to 'Recommended'...
8/24/2016 10:38:19 AM, INFO : Connecting to existing Sophos database. Attempt: 1..
8/24/2016 10:38:19 AM, INFO : Executing query...
8/24/2016 10:38:19 AM, INFO : System Property Check: SUM subscription must be set to 'Recommended' - PASSED
8/24/2016 10:38:19 AM, INFO : Running System Property Check: All subscriptions should have autosubscribe enabled...
8/24/2016 10:38:19 AM, INFO : Connecting to existing Sophos database. Attempt: 1..
8/24/2016 10:38:19 AM, INFO : Executing query...
8/24/2016 10:38:19 AM, INFO : System Property Check: All subscriptions should have autosubscribe enabled - PASSED
8/24/2016 10:38:19 AM, INFO : Entered Ready to Upgrade page.
8/24/2016 10:38:21 AM, INFO : Entered Progress page.
8/24/2016 10:38:21 AM, INFO : Added copy SmAgentAPI.dll to the list of commands
8/24/2016 10:38:21 AM, INFO : Added back up table_router.txt to the list of commands
8/24/2016 10:38:21 AM, INFO : Processing C:\sec_540\ServerInstaller\Database64.msi with the commands: DATABASE_SERVERNAME="(local)\SOPHOS" DATABASE_USERNAME="s-usnyc0-sophos" DATABASE_USERNAMEDOMAIN="GROUPE-RC" INSTALLDIR="C:\Program Files\Sophos" ADDLOCAL="Core" UPGRADE="1" REBOOT="ReallySuppress" ENCDBVERSION="52"
8/24/2016 10:38:21 AM, INFO : Added Database installation to the list of commands
8/24/2016 10:38:21 AM, INFO : Processing C:\sec_540\ServerInstaller\Server64.msi with the commands: DATABASE_SERVERNAME="(local)\SOPHOS" DATABASE_CONNECTIONSTRING="Provider=SQLOLEDB;Integrated Security=SSPI;Initial Catalog=SOPHOS540;Data Source=(local)\SOPHOS;" SERVER_USERNAME="s-usnyc0-sophos" SERVER_USERNAMEDOMAIN="GROUPE-RC" SERVER_UPN="s-usnyc0-sophos@groupe.remy.cointreau" SERVER_USERNAMEPASSWORD="********" SERVER_PORT="80" SERVER_FEEDBACKENABLED="1" INSTALLDIR="C:\Program Files\Sophos" INSTALLDIR32="C:\Program Files (x86)\Sophos" SUM_INSTALLDIR="C:\Program Files (x86)\Sophos\Update Manager" BASE64_ENCODED_PASSWORDS="1" ADDLOCAL="Core" UPGRADE="1" DB_UPGRADE_VERSION="520" REBOOT="ReallySuppress" BACKUPDIR="C:\Users\tadmin\Desktop"
8/24/2016 10:38:21 AM, INFO : Added Management Server installation to the list of commands
8/24/2016 10:38:21 AM, INFO : Processing C:\sec_540\ServerInstaller\Sum.msi with the commands: TARGETDIR="C:\Program Files (x86)\Sophos\Enterprise Console\SUMInstaller" RMSCFGSRC="C:\Program Files (x86)\Sophos\Enterprise Console" ACTION=ADMIN
8/24/2016 10:38:21 AM, INFO : Processing SUMInstaller folder share command
8/24/2016 10:38:21 AM, INFO : Processing C:\sec_540\ServerInstaller\Console64.msi with the commands: SERVER_UPN="s-usnyc0-sophos@groupe.remy.cointreau" SERVER_PORT="80" SERVER_COMPUTERNAME="usnyc0pas26" INSTALLDIR="C:\Program Files\Sophos" INSTALLDIR32="C:\Program Files (x86)\Sophos" ADDLOCAL="Core" REBOOT="ReallySuppress"
8/24/2016 10:38:21 AM, INFO : Added Management Console installation to the list of commands
8/24/2016 10:38:21 AM, INFO : Start state: Idle
8/24/2016 10:38:21 AM, INFO : Deactivate state: Idle
8/24/2016 10:38:21 AM, INFO : Activate state: Installing
8/24/2016 10:38:21 AM, INFO : Verifying files in folder
8/24/2016 10:38:21 AM, INFO : Target folder verification completed successfully
8/24/2016 10:38:21 AM, INFO : Copied SmAgentAPI.dll from C:\sec_540\ServerInstaller\pre-reqs\SmAgent\SmAgentAPI.dll into C:\Program Files (x86)\Business Objects\BusinessObjects Enterprise 11\win32_x86\plugins\auth\secLDAP\SmAgentAPI.dll
8/24/2016 10:38:21 AM, INFO : Initializing the service: Sophos Message Router
8/24/2016 10:38:21 AM, INFO : Stopping service Sophos Message Router ...
8/24/2016 10:38:22 AM, INFO : Waiting for service to stop...
8/24/2016 10:38:23 AM, INFO : Waiting for service to stop...
8/24/2016 10:38:24 AM, INFO : Waiting for service to stop...
8/24/2016 10:38:25 AM, INFO : Waiting for service to stop...
8/24/2016 10:38:26 AM, INFO : Waiting for service to stop...
8/24/2016 10:38:27 AM, INFO : Waiting for service to stop...
8/24/2016 10:38:28 AM, INFO : Waiting for service to stop...
8/24/2016 10:38:29 AM, INFO : Waiting for service to stop...
8/24/2016 10:38:30 AM, INFO : Waiting for service to stop...
8/24/2016 10:38:31 AM, INFO : Waiting for service to stop...
8/24/2016 10:38:31 AM, INFO : Service stopped
8/24/2016 10:38:36 AM, INFO : Copied C:\ProgramData\Sophos\Remote Management System\3\Router\table_router.txt to: C:\Users\tadmin\AppData\Local\Temp\2\table_router.txt
8/24/2016 10:38:36 AM, INFO : Starting service Sophos Message Router
8/24/2016 10:38:37 AM, INFO : Service started
8/24/2016 10:38:37 AM, INFO : Verifying files in folder
8/24/2016 10:38:37 AM, INFO : Target folder verification completed successfully
8/24/2016 10:38:37 AM, INFO : About to install Database64.msi
8/24/2016 10:38:43 AM, INFO : Custom action: RunDBScript has failed
8/24/2016 10:38:43 AM, INFO : Deactivate state: Installing
8/24/2016 10:38:43 AM, INFO : Activate state: Failing
8/24/2016 10:38:43 AM, INFO : Installation of Database64.msi failed with error code: 1603
8/24/2016 10:38:43 AM, INFO : Ended installing Database64.msi
8/24/2016 10:38:45 AM, INFO : Installation failed with error code: 1603
8/24/2016 10:38:45 AM, INFO : Deactivate state: Failing
8/24/2016 10:38:45 AM, INFO : Activate state: Failed
8/24/2016 10:38:45 AM, INFO : Entered Installation failed page.
8/24/2016 10:38:50 AM, INFO : Opening logs folder: C:\ProgramData\Sophos\Management Installer