Upgrade to version 5.3 and now Enterprise Console won't open

Hello ChristineMeisinger,

the console is on the management server and you have attempted to upgrade all components which apparently succeeded? Did you reboot afterwards?
A simple check is to verify the versions of EnterpriseConsole.exe and MgntSvc.exe in %ProgramFiles (x86)%\Sophos\Enterprise Console\. If the latter's is indeed 5.2.2.367 then the upgrade of the Management Server was not successful (though you should have been informed in the Installer GUI). The Sophos_Server64msi log in %ProgramData%\Sophos\Management Installer\ should have the details.  

Christian

Yes the console is on the management server. I ran the install and it looked like everything succeeded but looks like it did not. The enterpriseconsole.exe is at version 5.3.1.71 and the mgmtsvc.exe is at version 5.2.2.367. At the end of the install it said everything succeeded so I am kind of stuck. I found the log but I am not seeing anything as failing but there is a lot in there.

Hello ChristineMeisinger,

I think you have to contact Support directly, you'll likely have to send them the logs collected with SDU. The installer should have replaced the management service - if you sort the files by date are there others in the programs directory which seemingly haven't been replaced. Is this the first SEC upgrade or did you upgrade before?

Christian

I just started with Sophos last month so I was on version 5.2 this is my first upgrade. Under programs the management server is showing as version 5.3.1, it's very odd. It does look like there are others that weren't replaced. Look slike basically just the enterpriseconsole.exe was updated.

Hello ChristineMeisinger,

there should be some recent Sophos_Server64msi logs. Search for lines containing MgntSVC.exe. You should come to one starting (after the timestamp) with Executing op: FileCopy(SourceName=MgntSvc.exe - scroll to the right, there should be a string Version=.  If the version there is 5.3.1 it'd indeed be very odd.

Christian 

Hello ChristineMeisinger,

there should be some recent Sophos_Server64msi logs. Search for lines containing MgntSVC.exe. You should come to one starting (after the timestamp) with Executing op: FileCopy(SourceName=MgntSvc.exe - scroll to the right, there should be a string Version=.  If the version there is 5.3.1 it'd indeed be very odd.

Christian 

I don't see that in any of the recent logs I see it in the original install log from June.

Ok. Near the end is the summary starting with Note: 1: 1728 and the next but one line should say: Windows Installer reconfigured the product. Product Name: Sophos Management Server. Product Version: 5.3.1. You don't see the line with FileCopy or no lines with MgntSVC.exe at all? And this are the Server64msi logs?

Christian

I see where it says it reconfigured the product, product name Sophos Management Server version 5.3.1 and no filecopy line or a line with mgntsvc.exe. Yes this is the server64msi log.

no filecopy line or a line with mgntsvc.exe

not even in the log of the first upgrade attempt? If so, this sounds like an installer packaging or logic error - would be very strange though that no one stumbled over it yet.

Christian

No not even in the fist log from when I first attempted the update yesterday. It has the same info as this latest log. I am downloading the installer again maybe something was corrupt in my download?

Well called support they have no idea what to do. I'm kind of disheartened at the level of support I've had in the past month to be honest.

Hello ChristineMeisinger,

as far as I can see the package seems correct and therefore MgntSvc.exe (and the other files) should be copied/replaced. Can't say why the Installer shouldn't even mention the file in the log. BTW - does the following registry exist and what's its ComponentVersion value: HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Components\C62449B8F11F01640B45E78267D0046F\F3D6639E90DE1D24ABFFE12F3EFBA873?

Christian

Yes that is in the registry the version shows as 5.3.1.87

Hello ChristineMeisinger,

<disclaimer>the following is not even a suggestion, just something I would try if I'm desperate, unsupported and so on and might FUBAR your installation.</disclaimer>

Open an administrative prompt, cd to the \sec_531\ServerInstaller (or whatever it is named) directory. Stop the Sophos Agent, Certification Manager, Management Service and Message Router services. The run the following command: msiexec /fav Server64.msi /log %windir%\temp\SecRepair.log This forces all files to be reinstalled.
Use at your own risk

Christian

You sir are a genius! That worked like a charm!

Thank you so much for your help!