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Sophos for VE installation fails on Hyper-V (Windows Server 2019)

Olaf Engelke

Hello,

trying a fresh install on an Hyper-V host (German Windows) results in following log:

2020-03-03_22-49-36 [INFO] Starting Sophos for Virtual Environments installer tool
2020-03-03_22-49-36 [INFO] Starting Sophos for Virtual Environments installer tool
2020-03-03_22-52-11 [INFO] Deploying Security VM
2020-03-03_22-52-11 [INFO] Validating VHD disks before installation
2020-03-03_22-53-05 [INFO] Creating configuration disk
2020-03-03_22-53-05 [INFO] Copying configuration disk to datastore
2020-03-03_22-53-05 [INFO] Copying VHD from  C:\install\Sophos\configureSVM.vhd to D:\VHD\SOPHOSVM01\configureSVM.vhd, this may take some time..
2020-03-03_22-53-05 [WARN] Failed to set mount point for config VHD. Retrying...
2020-03-03_22-53-06 [WARN] Failed to set mount point for config VHD. Retrying...
2020-03-03_22-53-07 [WARN] Failed to set mount point for config VHD. Retrying...
2020-03-03_22-53-08 [WARN] Failed to set mount point for config VHD. Retrying...
2020-03-03_22-53-09 [WARN] Failed to set mount point for config VHD. Retrying...
2020-03-03_22-53-10 [ERROR] Failed to set mount point for C:\Users\ADMINI~1.FAR\AppData\Local\Temp\4574ae36-8ae1-44a7-9e1e-46fd1f10942a
2020-03-03_22-53-10 [INFO] Failed to install Security VM

In this stage the config VHD file is already copied to the target folder, the VM is created in Hyper-V although incomplete without disks in its configuration.

What does this tell me and how can I fix this?

Best greetings from Germany
Olaf



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  • 0 in reply to Andre Perron

    Hi  

    The document has been recently updated in this month.

    Unfortunately, my post is from March. 

    Regards,

    Jasmin
    Community Support Engineer | Sophos Support
    Sophos Support Videos | Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts |
    If a post solves your question use the 'This helped me' link

  • 0 in reply to Jasmin

    Support case is 9756501.

    Last response was from 8th April after uploading the process monitor logs of an installation attempt promising a review by developement.

    Best greetings from Germany
    Olaf

  • 0 in reply to Olaf Engelke

    Hi  

    Sorry for the delay on the case but the Development team is working on your case currently. 

    I'll check with the Global escalation engineer for this case as well.

    Regards,

    Jasmin
    Community Support Engineer | Sophos Support
    Sophos Support Videos | Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts |
    If a post solves your question use the 'This helped me' link

  • +1 in reply to Jasmin

    Well i get further in installation with still failed at the Waiting to receive Security VM certificate from Sophos Central, this may take some time.

    by changing with diskpart prompt,  “san policy=OnlineAll”.

     

    See log at the end…i<m getting close but still no success

     

    Andre

     

    2020-04-26_13-17-47 [INFO] Starting Sophos for Virtual Environments installer tool

    2020-04-26_13-17-47 [INFO] Starting Sophos for Virtual Environments installer tool

    2020-04-26_13-19-59 [INFO] Deploying Security VM

    2020-04-26_13-19-59 [INFO] Validating VHD disks before installation

    2020-04-26_13-20-54 [INFO] Creating configuration disk

    2020-04-26_13-20-54 [INFO] Copying configuration disk to datastore

    2020-04-26_13-20-54 [INFO] Copying VHD from  C:\Sophos\configureSVM.vhd to D:\VMs\Sophos-VM\configureSVM.vhd, this may take some time..

    2020-04-26_13-20-54 [INFO] Set Volume Mount point succeeded

    2020-04-26_13-20-54 [INFO] Copying VHD from  C:\Sophos\sav-sve-disk1.vhd to D:\VMs\Sophos-VM\sav-sve-disk1.vhd, this may take some time..

    2020-04-26_13-21-18 [INFO] Waiting for Security VM to start, this may take up to 10 minutes

    2020-04-26_13-21-50 [INFO] Setting the timezone on the Security VM

    2020-04-26_13-21-59 [INFO] Setting the support password on the Security VM

    2020-04-26_13-21-59 [INFO] Setting the guest agent installer password on the Security VM

    2020-04-26_13-22-00 [INFO] Configuring the migration IP addresses

    2020-04-26_13-22-00 [INFO] Configuring Sophos Central management and performing update on the Security VM, this may take some time..

    2020-04-26_13-22-02 [INFO] Waiting to receive Security VM certificate from Sophos Central, this may take some time.

    2020-04-26_13-32-03 [ERROR] Traceback (most recent call last):

    2020-04-26_13-32-03 [ERROR]   File "/build/opt-sophox/vmrun/decode_and_run.py", line 30, in <module>

    2020-04-26_13-32-03 [ERROR]   File "/build/opt-sophox/vmrun/decode_and_run.py", line 25, in main

    2020-04-26_13-32-03 [ERROR]   File "/build/opt-sophox/vmrun/vmrun_utils.py", line 147, in run_process

    2020-04-26_13-32-03 [ERROR] subprocess.CalledProcessError: Command '/opt/sophox/vmrun/wait_for_central_generated_certificates' returned non-zero exit status 1.

    2020-04-26_13-32-03 [ERROR] [INFO:vmrun_utils.py:65]: > [ERROR:wait_for_central_generated_certificates:53]: Failed to configure SVM with Cloud Certificates - Waiting for Cloud Certificates pem file timed out.

    2020-04-26_13-32-03 [ERROR] [ERROR:vmrun_utils.py:65]: > Traceback (most recent call last):

    2020-04-26_13-32-03 [ERROR] [ERROR:vmrun_utils.py:65]: >   File "/opt/sophox/vmrun/wait_for_central_generated_certificates", line 51, in <module>

    2020-04-26_13-32-03 [ERROR] [ERROR:vmrun_utils.py:65]: >     main()

    2020-04-26_13-32-03 [ERROR] [ERROR:vmrun_utils.py:65]: >   File "/opt/sophox/vmrun/wait_for_central_generated_certificates", line 34, in main

    2020-04-26_13-32-03 [ERROR] [ERROR:vmrun_utils.py:65]: >     raise TimeoutError("Waiting for Cloud Certificates pem file timed out.")

    2020-04-26_13-32-03 [ERROR] [ERROR:vmrun_utils.py:65]: > __main__.TimeoutError: Waiting for Cloud Certificates pem file timed out.

    2020-04-26_13-32-03 [ERROR] [ERROR:decode_and_run.py:32]: Failed to execute command

    2020-04-26_13-32-03 [INFO] Writing Security VM logs to configuration disk

    2020-04-26_13-32-09 [ERROR] remote command returned error(s)

    2020-04-26_13-32-09 [INFO] Failed to install Security VM

  • +1 in reply to Andre Perron

    Unknown said:
    by changing with diskpart prompt,  “san policy=OnlineAll”.

    Thanks. This did indeed solve the issue for me. (Although its unclear, why I could mount the virtual disks or attach them to the VM manually without issue.)

    As for your problem: Network configuration for your Sophos for Virtual Environments allows Internet communication and the firewall does not interfer?

     

    Meanwhile I am stuck again - the VM Agent cannot be installed.

    [63C0:5CD0][2020-04-27T13:31:35]i301: Applying execute package: SGVMManagementService64.msi, action: Install, path: C:\ProgramData\Package Cache\{379DE57E-6BAC-4F29-9AB0-1B73819CFE3A}v1.3.3.8\SGVMManagementService64.msi, arguments: ' ARPSYSTEMCOMPONENT="1" MSIFASTINSTALL="7" SOPHOS_SVM_ADDRESS="192.168.xxx.yyy" AVAILABLE_SVM_ADDRESS="" SOPHOS_DIR="C:\Program Files\Sophos"'
    [63C0:5CD0][2020-04-27T13:31:37]e000: Error 0x80070643: Failed to install MSI package.
    [63C0:5CD0][2020-04-27T13:31:37]e000: Error 0x80070643: Failed to execute MSI package.
    [718C:61E0][2020-04-27T13:31:37]e000: Error 0x80070643: Failed to configure per-machine MSI package.
     

    Best greetings from Germany

    Olaf

  • 0 in reply to Olaf Engelke

    Indeed Problem was at the Firewall Gateway that blocked the installation completion. Setup completed in the end successfully :)

     

    Glad that the Diskpart command fixed the SVE installation on your side as for the VM Agent Guess worked well on my side. Hope you find the solution for that issue

     

    Andre

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