Failed Upgrade 522 to 550

Hello Chris Snape,

it's best to reboot the server to resolve the "stuck" state.

As to the upgrade: The precondition check will fail as the components have different versions. But first please check the bootstrapper log (in %ProgramData%\Sophos\Management Installer\) and if necessary the MSI logs (likely the error is in Sophos_Serverxxmsi).
To tackle the different versions problem please see Scenario 1 in the linked article.

Christian

Thanks for the prompt response, Christian.

Tried a reboot of the server but the services are still showing as 'Starting'.

I dug into the Bootstrapper and server64msi log files. I found the following from both, here are the salient points I believe:

sophos_server64MSI:

MSI (s) (D0:A4) [11:25:31:607]: Executing op: CustomActionSchedule(Action=UnConfigureWebServices.9CED35E4_C9E6_11D3_9833_00A0C9DA4FE9,ActionType=1089,Source=BinaryData,Target=UnConfigureWebServices,CustomActionData=C:\Users\ADMINI~1.DOM\AppData\Local\Temp\cr1D3E.tmp)
MSI (s) (D0:20) [11:25:31:624]: Invoking remote custom action. DLL: C:\Windows\Installer\MSI30BD.tmp, Entrypoint: UnConfigureWebServices
17/05/2017, 11:25:31: C:\Users\ADMINI~1.DOM\AppData\Local\Temp\cr1D3E.tmp
17/05/2017, 11:25:31: No web components to uninstall
17/05/2017, 11:25:31: UseProgressTime: 3000000 ticks
MSI (s) (D0:A4) [11:25:31:641]: Executing op: ActionStart(Name=DeleteServices,Description=Deleting services,Template=Service: [1])
MSI (s) (D0:A4) [11:25:31:642]: Executing op: ProgressTotal(Total=6,Type=1,ByteEquivalent=1300000)
MSI (s) (D0:A4) [11:25:31:642]: Executing op: ServiceControl(,Name=SophosPatchEndpointCommunicator,Action=8,Wait=1,)
MSI (s) (D0:A4) [11:29:35:586]: Product: Sophos Management Server -- Error 1922. Service 'Sophos Patch Endpoint Communicator' (SophosPatchEndpointCommunicator) could not be deleted.  Verify that you have sufficient privileges to remove system services.

MSI (s) (D0:A4) [11:29:35:591]: Note: 1: 2265 2:  3: -2147287035
MSI (s) (D0:A4) [11:29:35:593]: User policy value 'DisableRollback' is 0
MSI (s) (D0:A4) [11:29:35:593]: Machine policy value 'DisableRollback' is 0
MSI (s) (D0:A4) [11:29:35:599]: Executing op: Header(Signature=1397708873,Version=500,Timestamp=1253137199,LangId=1033,Platform=589824,ScriptType=2,ScriptMajorVersion=21,ScriptMinorVersion=4,ScriptAttributes=1)
MSI (s) (D0:A4) [11:29:35:599]: Executing op: DialogInfo(Type=0,Argument=1033)
MSI (s) (D0:A4) [11:29:35:599]: Executing op: DialogInfo(Type=1,Argument=Sophos Management Server)
MSI (s) (D0:A4) [11:29:35:599]: Executing op: RollbackInfo(,RollbackAction=Rollback,RollbackDescription=Rolling back action:,RollbackTemplate=[1],CleanupAction=RollbackCleanup,CleanupDescription=Removing backup files,CleanupTemplate=File: [1])
Action ended 11:29:35: InstallExecute. Return value 3.

Bootstrapper:

17/05/2017 11:24:18, INFO : Initializing the service: Sophos Message Router
17/05/2017 11:24:18, INFO : Stopping service Sophos Message Router ...
17/05/2017 11:24:19, INFO : Waiting for service to stop...
17/05/2017 11:24:19, INFO : Service stopped
17/05/2017 11:24:24, INFO : Copied C:\ProgramData\Sophos\Remote Management System\3\Router\table_router.txt to: C:\Users\Administrator.DOMAIN\AppData\Local\Temp\table_router.txt
17/05/2017 11:24:24, INFO : Starting service Sophos Message Router
17/05/2017 11:24:26, INFO : Service started
17/05/2017 11:24:26, INFO : Verifying files in folder
17/05/2017 11:24:26, INFO : Target folder verification completed successfully
17/05/2017 11:24:26, INFO : About to install Database64.msi
17/05/2017 11:24:45, INFO : Processing INSTALLMESSAGE_TERMINATE message from MSI
17/05/2017 11:24:45, INFO : Ended installing Database64.msi
17/05/2017 11:24:47, INFO : Installation of Database succeeded
17/05/2017 11:24:47, INFO : Verifying files in folder
17/05/2017 11:24:47, INFO : Target folder verification completed successfully
17/05/2017 11:24:47, INFO : About to install Server64.msi
17/05/2017 11:29:35, INFO : Processing INSTALLMESSAGE_ERROR or INSTALLMESSAGE_FATALEXIT message from MSI
17/05/2017 11:29:35, INFO : Deactivate state: Installing
17/05/2017 11:29:35, INFO : Activate state: Failing
17/05/2017 11:35:47, INFO : Installation of Server64.msi failed with error code: 1603
17/05/2017 11:35:47, INFO : Ended installing Server64.msi
17/05/2017 11:35:49, INFO : Installation failed with error code: 1603
17/05/2017 11:35:49, INFO : Deactivate state: Failing
17/05/2017 11:35:49, INFO : Activate state: Failed
17/05/2017 11:35:49, INFO : Entered Installation failed page.
17/05/2017 11:35:51, INFO : Opening logs folder: C:\ProgramData\Sophos\Management Installer
17/05/2017 11:46:18, INFO : Finished Bootstrapper
17/05/2017 11:46:18, INFO : Cleaned up socket.
17/05/2017 11:46:18, INFO : Uninitialized COM in main thread

No problem reverting back to 5.2.2 if you want me too, but haven't done it yet. Could the service error have been present before I tried the upgrade?

Regards,

Chris Snape

Not sure if this helps but I cannot use sc queryex either. It comes back with

[SC] EnumQueryServicesStatus:OpenService FAILED 1060:

the specificed service does not exist as an installed service.

Do I need to reinstall the services somehow? Did the upgrade do this?

Regards,

Chris Snape

Hello Chris Snape,

Could the service error have been present
hm ... shouldn't you have noticed? Registry permissions perhaps? Don't ask me how to repair it ... at least I'd need to think a little bit. The Sophos Management Host (runs under the same account as the other three) is Started?
Patch (do you use it) has its logs in %ProgramData%\Sophos\Patch\Logs\. And guess there should be entries in the Window Event Log. The Server Communicator has no dependencies, that'd rule out MQ. Hm ...

Just saw your next post ... dunno if re-running the 522 Installer could "fix" it - you'd have to uninstall the 550 and "reinstall" (as per the article) the 522 database component first.

Christian

The Sophos Management Host is started ok.

I checked the patch logs and all of them are filled with this:

2017-05-17 15:17:06 | PID   5608 | TID      4 | ID:  5000 | Severity:      error | Error fetching upgrade status.-- System Exception Details --
Message: A network-related or instance-specific error occurred while establishing a connection to SQL Server. The server was not found or was not accessible. Verify that the instance name is correct and that SQL Server is configured to allow remote connections. (provider: Named Pipes Provider, error: 40 - Could not open a connection to SQL Server)
Type: SqlException
Source: .Net SqlClient Data Provider
Target: Boolean TryGetConnection(System.Data.Common.DbConnection, UInt32, Boolean, Boolean, System.Data.Common.DbConnectionOptions, System.Data.ProviderBase.DbConnectionInternal ByRef)
Help Link:
  -- System Exception Details --(Contained Exception)
  Message: The system cannot find the file specified
  Type: Win32Exception
  Source:
  Help Link:
-- Evidence At Publish --

I uninstalled the 5.5.0 DB portion and tried to re-run the 5.2.2 setup, but it looked like it was going to reinstall it rather than upgrade it. So I skipped it and ran the msiexec command line, which reinstalled DB 5.2.2. Rebooted but still got the failing Patch services. Are they still trying to use the SOPHOS550 database somewhere?

Regards,

Chris Snape

Hello Chris Snape,

Patch still uses SOPHOSPATCH52, the connection string shouldn't have changed. Did the errors start with the upgrade attempt or were they already present before?
Oh, don't have the server "at hand" but the Software...Sophos registry tree has Patch somewhere and the connection string as a value. The error message doesn't tell its contents. And guess your SOPHOS SQL instance has named pipes enabled.

Christian

Hi Christian,

I rechecked the logs and the errors appeared to start on the 15th, I seem to have one for each service for each day since. So I believe they started on the upgrade attempt.

I Checked SQL config and named pipes are disabled within Network Configuration and enabled in Native client, is that default? I've never changed them.

Regards,

Chris Snape

Hello Chris Snape,

I've never touched the server, Names Pipes are enabled (but guess only the lowest priority enabled method is listed).
Your SQL Server (SOPHOS) instance is running? Error 40 suggests that the instance couldn't be located. Normally it's (local)\SOPHOS and anyway specified in SophosPatchConnectionString under HKLM\SOFTWARE\Sophos\Patch\. I've changed the instance name, restarted one of the Patch services and it gets stuck in the Starting state.

Christian

Thanks Christian,

I enabled Named pipes and checked the registry setting. It was set to (local) only, and my instance is the default of SERVER\SOPHOS, like you said.

I added the '\SOPHOS' back in the instance and rebooted. When it came back up the services are now showing as running.

Rechecked the Patch logs and the error mentioned above has now stopped at the time point of the reboot. That seems to have resolved my failing patch services. Many thanks.

I will attempt to upgrade to 5.5.0 again later today after a bit more monitoring and see what happens.

Regards,

Chris Snape