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Failed to install Sophos Autoupdate: The MSI has failed [0x00000067]

Hi,

I have 5 Windows Server 2012 R2 Servers that are displaying the above message continuously. I cannot seem to find anything to give me a clue to what is going on. I have checked the Sophos Autoupdate log in C:\Windows\Temp and it shows the following:

01-08-2018 09:04:55 Successfully requested Sophos Endpoint Defense disable tamper protection of SAU.
01-08-2018 09:04:55 In MsiLib::GetPackageProductInfo().
01-08-2018 09:04:55 In MsiLib::GetPackageProperty().
01-08-2018 09:04:55 Leaving MsiLib::GetPackageProperty() with ERROR_SUCCESS.
01-08-2018 09:04:55 In MsiLib::GetPackageProperty().
01-08-2018 09:04:55 Leaving MsiLib::GetPackageProperty() with ERROR_SUCCESS.
01-08-2018 09:04:55 In MsiLib::GetPackageProperty().
01-08-2018 09:04:55 Leaving MsiLib::GetPackageProperty() with ERROR_SUCCESS.
01-08-2018 09:04:55 Leaving MsiLib::GetPackageProductInfo().
01-08-2018 09:04:55 In MsiLib::IsProductInstalled().
01-08-2018 09:04:55 Leaving MsiLib::IsProductInstalled() with true.
01-08-2018 09:04:55 In FixIniFiles().
01-08-2018 09:04:55 Processing: C:\ProgramData\Sophos\AutoUpdate\Config\iconn.cfg
01-08-2018 09:04:55 Processing: C:\ProgramData\Sophos\AutoUpdate\Config\idata.cfg
01-08-2018 09:04:55 Processing: C:\ProgramData\Sophos\AutoUpdate\Config\ilog.cfg
01-08-2018 09:04:55 Processing: C:\ProgramData\Sophos\AutoUpdate\Config\imon.cfg
01-08-2018 09:04:55 Processing: C:\ProgramData\Sophos\AutoUpdate\Config\isched.cfg
01-08-2018 09:04:55 Processing: C:\ProgramData\Sophos\AutoUpdate\Config\iupd.cfg
01-08-2018 09:04:55 Pre-existing version: 5.11.206; Installing version: 5.11.206.
01-08-2018 09:04:55 In KB2918614Workaround().
01-08-2018 09:04:55 Leaving KB2918614Workaround().
01-08-2018 09:04:55 Installation type: Reinstall.
01-08-2018 09:04:55 MSI installation attempt: 1
01-08-2018 09:04:55 Installation of Sophos AutoUpdate failed with return code : 1625.
01-08-2018 09:05:00 MSI installation attempt: 2
01-08-2018 09:05:01 Installation of Sophos AutoUpdate failed with return code : 1625.
01-08-2018 09:05:06 MSI installation attempt: 3
01-08-2018 09:05:06 Installation of Sophos AutoUpdate failed with return code : 1625.
01-08-2018 09:05:11 MSI installation attempt: 4
01-08-2018 09:05:11 Installation of Sophos AutoUpdate failed with return code : 1625.
01-08-2018 09:05:16 MSI installation attempt: 5
01-08-2018 09:05:16 Installation of Sophos AutoUpdate failed with return code : 1625.
01-08-2018 09:05:21 Failed to successfully install MSI within 5 attempts
01-08-2018 09:05:21 Successfully registered for tamper protection with Sophos Endpoint Defense.
01-08-2018 09:05:21 Error: Install of MSI failed with error 1625

Any ideas? I am at a complete loss.

Thanks

Peter

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0 Barb@Sophos over 5 years ago

Hello pdturbo80,

Are there any GPOs in place that disable MSI Installer?

Regards,

Barb@Sophos
Community Support Engineer | Sophos Technical Support
Knowledge Base | @SophosSupport | Sign up for SMS Alerts
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0 pdturbo80 over 5 years ago in reply to Barb@Sophos

Hi there,

Sorry for the delay.

No, oddly other machines in the same OU are fine so it can't be that.
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0 Barb@Sophos over 5 years ago in reply to pdturbo80

Hello pdturbo80,

The reason why I asked, is because I noticed this in your log:
01-08-2018 09:04:55 In KB2918614Workaround().
01-08-2018 09:04:55 Leaving KB2918614Workaround()

That message is related to a Windows KB that may cause issues installing MSI applications.
Please see the full article here to test if it applies to your scenario.

As for the GPOs, I understand other computers in the OU are not affected. Could there be any specific settings that are only applied to this particular server? (Error 1625 is also related to system restrictions).

Otherwise, please send me a DM with the full SDU logs so that I can review it.

Regards,

Barb@Sophos
Community Support Engineer | Sophos Technical Support
Knowledge Base | @SophosSupport | Sign up for SMS Alerts
If a post solves your question use the 'This helped me' link.
Cancel
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0 Barb@Sophos over 5 years ago in reply to pdturbo80

Hello pdturbo80,

The reason why I asked, is because I noticed this in your log:
01-08-2018 09:04:55 In KB2918614Workaround().
01-08-2018 09:04:55 Leaving KB2918614Workaround()

That message is related to a Windows KB that may cause issues installing MSI applications.
Please see the full article here to test if it applies to your scenario.

As for the GPOs, I understand other computers in the OU are not affected. Could there be any specific settings that are only applied to this particular server? (Error 1625 is also related to system restrictions).

Otherwise, please send me a DM with the full SDU logs so that I can review it.

Regards,

Barb@Sophos
Community Support Engineer | Sophos Technical Support
Knowledge Base | @SophosSupport | Sign up for SMS Alerts
If a post solves your question use the 'This helped me' link.
Cancel
Vote Up 0 Vote Down

Cancel

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