Installation Failed. Rolling Back current installation

Was just looking at the bootstrapper and saw this.  Hope it helps for troubleshooting purposes.  Not the bolded text.  Looks like everything prior to that showed up as PASSED.

7/19/2017 5:47:32 PM, WARNING : Could not copy SmAgentAPI.dll from C:\sec_550\ServerInstaller\pre-reqs\SmAgent\SmAgentAPI.dll to C:\Program Files (x86)\Business Objects\BusinessObjects Enterprise 11\win32_x86\plugins\auth\secLDAP\SmAgentAPI.dll, copyFile return 5 - Access is denied.

7/19/2017 5:47:32 PM, INFO : Initializing the service: Sophos Message Router
7/19/2017 5:47:32 PM, INFO : Stopping service Sophos Message Router ...
7/19/2017 5:47:33 PM, INFO : Waiting for service to stop...
7/19/2017 5:47:33 PM, INFO : Service stopped
7/19/2017 5:47:38 PM, INFO : Copied C:\ProgramData\Sophos\Remote Management System\3\Router\table_router.txt to: C:\Users\griffin\AppData\Local\Temp\table_router.txt
7/19/2017 5:47:38 PM, INFO : Starting service Sophos Message Router
7/19/2017 5:47:39 PM, INFO : Service started
7/19/2017 5:47:39 PM, INFO : Verifying files in folder
7/19/2017 5:47:39 PM, INFO : Target folder verification completed successfully
7/19/2017 5:47:39 PM, INFO : About to install Database64.msi
7/19/2017 5:48:55 PM, INFO : Processing INSTALLMESSAGE_TERMINATE message from MSI
7/19/2017 5:48:55 PM, INFO : Ended installing Database64.msi
7/19/2017 5:48:57 PM, INFO : Installation of Database succeeded
7/19/2017 5:48:57 PM, INFO : Verifying files in folder
7/19/2017 5:48:58 PM, INFO : Target folder verification completed successfully
7/19/2017 5:48:58 PM, INFO : About to install Server64.msi
7/19/2017 5:54:25 PM, INFO : Processing INSTALLMESSAGE_ERROR or INSTALLMESSAGE_FATALEXIT message from MSI
7/19/2017 5:54:25 PM, INFO : Deactivate state: Installing
7/19/2017 5:54:25 PM, INFO : Activate state: Failing
7/19/2017 6:04:59 PM, INFO : Installation of Server64.msi failed with error code: 1603
7/19/2017 6:04:59 PM, INFO : Ended installing Server64.msi
7/19/2017 6:05:01 PM, INFO : Installation failed with error code: 1603
7/19/2017 6:05:01 PM, INFO : Deactivate state: Failing
7/19/2017 6:05:01 PM, INFO : Activate state: Failed
7/19/2017 6:05:01 PM, INFO : Entered Installation failed page.
7/19/2017 6:05:06 PM, INFO : Opening logs folder: C:\ProgramData\Sophos\Management Installer
7/19/2017 6:05:53 PM, INFO : Opening logs folder: C:\ProgramData\Sophos\Management Installer

Hello Jim Griffin,

I've got the same warning (during previous upgrades as well), strange though that access is denied - security is correct and I can't see who should have a lock on this file. Also it's only the first time setup.exe is run for a new version. Guess it can be ignored - the file hasn't changed since aeons. 

The error occurs during install of the server component:
Installation of Server64.msi failed with error code: 1603
please check the relevant log and search for Return value 3 (note when it is present this is often issued more than once, the relevant ones come first), the messages pertaining to the error are in the preceding lines.

Please note (in case you can determine the cause and correct it) that as far as I can see the database component has already been upgraded. The bootstrapper will complain - see Enterprise Console installer has detected different versions ... Scenario 1 (applies to newer versions as well).

Christian

Hi Christian,

Here it the entire log file.

Thanks!

Jim

https://1drv.ms/t/s!ApFx0AWONWblj3qJhqjgLoqv2ICG

Hello Jim,

the log seems quite large, almost 9MB, tried to open it on my Linux and shortly after line 8000 there appears gibberish, kanji characters and their ilk. Can you verify that it is that large - otherwise the upload is corrupted.

Christian

Hello Jim,

the log seems quite large, almost 9MB, tried to open it on my Linux and shortly after line 8000 there appears gibberish, kanji characters and their ilk. Can you verify that it is that large - otherwise the upload is corrupted.

Christian

Hi Christian,

Strange the file looks ok to me.  Yes the file is about 9mb.  I will try via Dropbox if you want.

I copied and pasted some info of when I first saw the Return Path 3 showing up in the log.  Hope this helps.

Jim

Action ended 17:54:25: InstallExecute. Return value 3.
MSI (s) (8C:D0) [17:54:25:803]: I/O on thread 4940 could not be cancelled. Error: 1168
MSI (s) (8C:D0) [17:54:25:803]: I/O on thread 3788 could not be cancelled. Error: 1168
MSI (s) (8C:D0) [17:54:25:803]: I/O on thread 5064 could not be cancelled. Error: 1168
MSI (s) (8C:D0) [17:54:25:803]: I/O on thread 2716 could not be cancelled. Error: 1168
MSI (s) (8C:D0) [17:54:25:803]: I/O on thread 4180 could not be cancelled. Error: 1168
MSI (s) (8C:D0) [17:54:25:803]: I/O on thread 2280 could not be cancelled. Error: 1168
MSI (s) (8C:D0) [17:54:25:803]: I/O on thread 4724 could not be cancelled. Error: 1168
MSI (s) (8C:D0) [17:54:25:803]: I/O on thread 2968 could not be cancelled. Error: 1168
MSI (s) (8C:E8) [17:54:25:803]: Executing op: ActionStart(Name=DeleteServices,Description=Deleting services,Template=Service: [1])
MSI (s) (8C:E8) [17:54:25:803]: Executing op: ProductInfo(ProductKey={6EF27BE8-9977-4682-A487-5F2B01AF5BFA},ProductName=Sophos Management Server,PackageName=Server64.msi,Language=1033,Version=84148225,Assignment=1,ObsoleteArg=0,ProductIcon=ARPIcon.ico,,PackageCode={34F185A2-9CB5-4B7F-B3FB-B3CC0EF3E644},,,InstanceType=0,LUASetting=0,RemoteURTInstalls=0,ProductDeploymentFlags=3)
MSI (s) (8C:E8) [17:54:25:803]: Executing op: ServiceControl(,Name=SophosPatchEndpointCommunicator,Action=1,Wait=1,)
MSI (s) (8C:E8) [17:58:34:427]: Error in rollback skipped. Return: 3
Info 1920.Service 'Sophos Patch Endpoint Communicator' (SophosPatchEndpointCommunicator) failed to start. Verify that you have sufficient privileges to start system services.
MSI (s) (8C:E8) [17:58:34:427]: Executing op: ActionStart(Name=UnConfigureWebServices.9CED35E4_C9E6_11D3_9833_00A0C9DA4FE9,Description=Stopping Web Services for configuration,)
MSI (s) (8C:E8) [17:58:34:427]: Executing op: ActionStart(Name=RestartWebServices.9CED35E4_C9E6_11D3_9833_00A0C9DA4FE9,,)
MSI (s) (8C:E8) [17:58:34:427]: Executing op: CustomActionRollback(Action=RestartWebServices.9CED35E4_C9E6_11D3_9833_00A0C9DA4FE9,ActionType=1281,Source=BinaryData,Target=RestartWebServices,CustomActionData=C:\Users\griffin\AppData\Local\Temp\crF676.tmp)
MSI (s) (8C:74) [17:58:34:458]: Invoking remote custom action. DLL: C:\Windows\Installer\MSIC0FF.tmp, Entrypoint: RestartWebServices
7/19/2017, 17:58:34: RestartWebServices: calling
7/19/2017, 17:58:34: RestartWebServices: Start services C:\Users\griffin\AppData\Local\Temp\crF676.tmp
7/19/2017, 17:58:34: StartWebServices( File=C:\Users\griffin\AppData\Local\Temp\crF676.tmp ).
7/19/2017, 17:58:34: []: Delete file C:\Users\griffin\AppData\Local\Temp\crF676.tmp
MSI (s) (8C:E8) [17:58:34:536]: Executing op: ActionStart(Name=StopServices,Description=Stopping services,Template=Service: [1])
MSI (s) (8C:E8) [17:58:34:536]: Executing op: ServiceControl(,Name=Sophos Certification Manager,Action=1,Wait=0,)
MSI (s) (8C:E8) [17:58:34:583]: Executing op: ActionStart(Name=StopService,,)
MSI (s) (8C:E8) [17:58:34:583]: Executing op: ActionStart(Name=RollbackStopService,,)
MSI (s) (8C:E8) [17:58:34:583]: Executing op: CustomActionRollback(Action=RollbackStopService,ActionType=1345,Source=BinaryData,Target=StartServiceAndWait,CustomActionData=SGNBusinessLogicService)
MSI (s) (8C:00) [17:58:34:630]: Invoking remote custom action. DLL: C:\Windows\Installer\MSIC19C.tmp, Entrypoint: StartServiceAndWait
StartServiceAndWait: Initialized.
StartServiceAndWait: Service SGNBusinessLogicService was not found.
MSI (s) (8C:E8) [17:58:34:692]: Executing op: ActionStart(Name=StopService,,)
MSI (s) (8C:E8) [17:58:34:692]: Executing op: ActionStart(Name=RollbackStopService,,)
MSI (s) (8C:E8) [17:58:34:692]: Executing op: CustomActionRollback(Action=RollbackStopService,ActionType=1345,Source=BinaryData,Target=StartServiceAndWait,CustomActionData=Sophos Management Service)
MSI (s) (8C:84) [17:58:34:755]: Invoking remote custom action. DLL: C:\Windows\Installer\MSIC20A.tmp, Entrypoint: StartServiceAndWait
StartServiceAndWait: Initialized.
StartServiceAndWait: Service could not be started
MSI (s) (8C:E8) [17:58:42:989]: Executing op: ActionStart(Name=StopService,,)
MSI (s) (8C:E8) [17:58:42:989]: Executing op: ActionStart(Name=RollbackStopService,,)
MSI (s) (8C:E8) [17:58:42:989]: Executing op: CustomActionRollback(Action=RollbackStopService,ActionType=1345,Source=BinaryData,Target=StartServiceAndWait,CustomActionData=SophosManagementHostService)
MSI (s) (8C:1C) [17:58:43:036]: Invoking remote custom action. DLL: C:\Windows\Installer\MSIE274.tmp, Entrypoint: StartServiceAndWait
StartServiceAndWait: Initialized.
StartServiceAndWait: Service could not be started
MSI (s) (8C:E8) [17:58:44:286]: Executing op: ActionStart(Name=StopService,,)
MSI (s) (8C:E8) [17:58:44:286]: Executing op: ActionStart(Name=RollbackStopService,,)
MSI (s) (8C:E8) [17:58:44:286]: Executing op: CustomActionRollback(Action=RollbackStopService,ActionType=1345,Source=BinaryData,Target=StartServiceAndWait,CustomActionData=SophosPatchServerCommunicator)
MSI (s) (8C:3C) [17:58:44:349]: Invoking remote custom action. DLL: C:\Windows\Installer\MSIE786.tmp, Entrypoint: StartServiceAndWait
StartServiceAndWait: Initialized.
MSI (s) (8C:E8) [18:00:45:844]: Executing op: ActionStart(Name=StopService,,)
MSI (s) (8C:E8) [18:00:45:844]: Executing op: ActionStart(Name=RollbackStopService,,)
MSI (s) (8C:E8) [18:00:45:844]: Executing op: CustomActionRollback(Action=RollbackStopService,ActionType=1345,Source=BinaryData,Target=StartServiceAndWait,CustomActionData=SophosPatchOrchestratorService)
MSI (s) (8C:78) [18:00:45:907]: Invoking remote custom action. DLL: C:\Windows\Installer\MSIC262.tmp, Entrypoint: StartServiceAndWait
StartServiceAndWait: Initialized.

Here is a dropbox link for the log file.

https://www.dropbox.com/s/4mk1mpjwsfmr6ku/Sophos.txt?dl=0

Hi Christian,

Beginning to wonder if I have this issue?  Though there was no follow up.

https://community.sophos.com/products/endpoint-security-control/f/sophos-enterprise-console/92061/failed-upgrade-522-to-550

I also have those three services stuck in "Starting"

Jim

Hello Jim,

the services being in the Starting state is the reason for the Error 1922 in line 19331. Might or might not have the same reason they are stuck. Please check the logs if you have the same error or go directly to the SophosPatchConnectionString in the registry. Correct the instance name if necessary.

Is the log from the first and only upgrade 522 to 550 attempt? Just wondering whether initially there was some other error and the rollback loused up the ConnectionString. And yes, ChrisSnape didn't tell whether the upgrade eventually succeeded.

Christian

Hi Christian,

Just wanted to follow up.  Turns out it was a permissions issue.  Once I resolved that, all went well with the upgrade.

Thanks!

Jim