Thread Info
  • State Verified Answer
  • Locked Locked
  • Replies 7 replies
  • Subscribers 1 subscriber
  • Views 21621 views
  • Users 0 members are here
Options
Suggested
This discussion has been locked.
You can no longer post new replies to this discussion. If you have a question you can start a new discussion

Runtime error pushing Sophos to workstation from Enterprise Console

rmic

Hi, I have a problem installing Sophos to Workstation that I cannot understand.

I'm using Enterprise Console 5.1 and want to use "Protect Computers" to install the Workstation.

When I run that I get the error in Enterprise Console: 00000062 Runtime Error

On the Workstation I see the logs avremove.log without error and Sophos ES Setup with the error:

ERROR,An unexpected error occurred, no translation available: Unexpected product state 2 for product with code  {15C418EB-7675-42be-B2B3-281952DA014D},

Anybody familiar with this message?

:26703


This thread was automatically locked due to age.
  • 0

    Hello rmic,

    the product in question is AutoUpdate and state 2 is INSTALLSTATE_ABSENT. Might be necessary to see a few more lines of the log (preferably all of it). Guess you've tried more than once.

    Christian

    :26707
  • 0

    Hi QC,

    This is all there is (every new install overwrites the log again it seems?):

    6-7-2012,8:55:12,Information,Verified that contents of CID C:\WINDOWS\TEMP\sophosa match the manifest file,
    6-7-2012,8:55:12,Information,Searching for third-party security software.,
    6-7-2012,8:55:13,Information,Return Code 10 from third-party security software removal tool.,
    6-7-2012,8:55:13,Information,Removal Tool Completed: No third-party security software found.,
    6-7-2012,8:55:13,Information,Requesting Windows Installer 2.0.0.0,
    6-7-2012,8:55:13,Information,Successfully loaded Microsoft Software Installer library.,
    6-7-2012,8:55:13,ERROR,An unexpected error occurred, no translation available: Unexpected product state 2 for product with code {15C418EB-7675-42be-B2B3-281952DA014D},


    :26711
  • 0

    Hello rmic,

    I have no knowledge of the Microsoft Installer, a little bit of digging seems to tell that the product state 2 means installed for a different user. I can only guess what it means exactly, if I'm right then no surprise that the install sequence is confused - it should be either not present at all or installed under the LOCAL SYSTEM account (S-1-5-18).

    As I have no idea how all the codes relate here's what I'd do: search the registry for the product code {15C418EB-7675-42be-B2B3-281952DA014D}. Dunno if something is left behind after the failed install but I think it shouldn't exist under HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{15C418EB-7675-42be-B2B3-281952DA014D}. If there is something take a look what it is. Otherwise the keys should mention product BE814C515767eb242B3B829125AD10D4 and if anything is under HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\ it should be for S-1-5-18.  

    Can't say if this will help at all. This just occurs on one computer?

    Christian

    :26717
  • 0

    Hi QC,

    I deleted the keys you mentioned and got another error. Well, same error but another key to be exact.

    Deleted that as well and that was it! (And yes, it was on 1 computer, but I can't stand it if I don't know why things  happen :) )

    Thanks!

    :26723
  • 0

    Don't mention it!

    If the keys indeed looked like the correct Sophos keys I'd assume that an install had already been attempted but got "killed" (perhaps power loss) when underway.

    Christian

    :26725
  • 0

    Thanks

    Your solution to this post helped out with the same problem

    :32223
  • 0

    Exactly the same problem here, (after the recent False Positive fun).  However this fix didn't work for me until I also

    a) performed a local pull of Sophos AutoUpdate only

    b) uninstalled that using local Add/Remove Programs

    c) pushed all again from the Enterprise Console.

    Until I performed step a) the Console push was still failing with same error, however searching the registry didn't find the referenced key anymore.

    After step a) only, the MSI log looked fine, but the Console reported the workstation was still unmanaged and was waiting for it to report back, which it never did as updating had already failed.

    This may help somebody.  BTW the only reason this workstation became problematic at all stemmed from someone (else) deleting the contents of Quarantine after Shh/Updater-B... our policy was Deny Access only but deleting the AutoUpdate DLLs didn't help.

    :33821
Unfiltered HTML