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Failed Upgrade 522 to 550

ChrisSnape

Hi all,

 

I have just tried to upgrade my single server installation of the Enterprise console from 5.2.2 to 5.5.0 and it failed.

 

It suggested that it had rolled back the upgrade, but since then I have three services that are stuck at 'Starting', these are:

 

Sophos Patch Endpoint Communicator

Sophos Patch Endpoint Orchestrator

Sophos Patch Server Communicator

 

Everything 'seems' to be still working ok, clients are connecting for updates etc. - But I am now stuck with 5.2.2 and obviously want to move up to 5.5.0 and resolve the failing services.

I have also noticed since the failed upgrade I have a SOPHOS550 DB in my SQL server instance and within 'Programs and Features' Console and Server are 5.2.2 but Database is 5.5.0.

 

Any help to resolve this would be appreciated.

 

Regards,

Chris Snape

 



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  • 0

    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

  • 0 in reply to QC

    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

  • 0 in reply to ChrisSnape

    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

Reply
  • 0 in reply to ChrisSnape

    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

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