Update failed

Some of my workstations failed to update and in the recent events I found this error: Failed to install sed: general error.

  • Hi  

    Could you please check under the Sophos Autoupdate.log(c:\Programdata\Sophos\Autoupdate) and see if you find any specific error code? Kindly also check under MSI logs for the specific error.

  • In reply to Shweta:

    2020-07-27T08:25:05.054Z [ 7672: 6320] [v6.4.292.0] INFO Installing component BD3D3F43-188F-4930-86C4-54343CC78289 2.2.3.404.
    2020-07-27T08:25:05.054Z [ 7672: 6320] [v6.4.292.0] INFO Checking manifest:C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\sed\appfeed_manifest.dat
    2020-07-27T08:25:05.069Z [ 7672: 6320] [v6.4.292.0] INFO Checking manifest:C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\sed\manifest.dat
    2020-07-27T08:25:05.459Z [ 7672: 6320] [v6.4.292.0] INFO setupDll='C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\sed\setup.dll'; setupExe='C:\ProgramData\Sophos\AutoUpdate\Cache\sophos_autoupdate1.dir\su-setup32.exe'.
    2020-07-27T08:25:06.224Z [ 1260: 6400] [v6.4.292.0] INFO Trying to load setup.dll of product BD3D3F43-188F-4930-86C4-54343CC78289 2.2.3.404.
    2020-07-27T08:25:06.286Z [ 1260: 6400] [v6.4.292.0] INFO Setup DLL loaded C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\sed\setup.dll.
    2020-07-27T08:25:06.286Z [ 1260: 6400] [v6.4.292.0] INFO Trying interface IProductSetup2 of product BD3D3F43-188F-4930-86C4-54343CC78289 2.2.3.404.
    2020-07-27T08:25:06.286Z [ 1260: 6400] [v6.4.292.0] INFO Successfully established interface IProductSetup2.
    2020-07-27T08:25:06.317Z [ 1260: 6400] [v6.4.292.0] INFO Reboot state: 0
    2020-07-27T08:25:06.317Z [ 1260: 6400] [v6.4.292.0] WARN Failed to install product BD3D3F43-188F-4930-86C4-54343CC78289 2.2.3.404.
    2020-07-27T08:25:06.317Z [ 7672: 6320] [v6.4.292.0] ERROR su-setup: exit 1; okay 0
    2020-07-27T08:25:06.317Z [ 7672: 6320] [v6.4.292.0] INFO Saving intermediate state after installing BD3D3F43-188F-4930-86C4-54343CC78289
    2020-07-27T08:25:06.317Z [ 7672: 6320] [v6.4.292.0] INFO Overwriting state file C:\ProgramData\Sophos\AutoUpdate\data\status\SophosUpdateStatus.xml
    2020-07-27T08:25:06.411Z [ 7672: 6320] [v6.4.292.0] INFO Verified state file can be loaded.
    2020-07-27T08:25:06.411Z [ 7672: 6320] [v6.4.292.0] INFO Telemetry Interval set to 86400 seconds
    2020-07-27T08:25:06.411Z [ 7672: 6320] [v6.4.292.0] INFO C:\ProgramData\Sophos\AutoUpdate\Config\TelemetryConfig.json loaded
    2020-07-27T08:25:06.411Z [ 7672: 6320] [v6.4.292.0] INFO Telemetry Interval updated to 86400 seconds
    2020-07-27T08:25:06.411Z [ 7672: 6320] [v6.4.292.0] INFO Telemetry last ran at 2020-07-26 23:26:20, Offset 1613, Offset Time 2020-07-26 23:53:13
    2020-07-27T08:25:06.411Z [ 7672: 6320] [v6.4.292.0] INFO Telemetry schedule has not elapsed.
    2020-07-27T08:25:06.426Z [ 7672: 6320] [v6.4.292.0] INFO Overwriting state file C:\ProgramData\Sophos\AutoUpdate\data\status\SophosUpdateStatus.xml
    2020-07-27T08:25:06.520Z [ 7672: 6320] [v6.4.292.0] INFO Verified state file can be loaded.
    2020-07-27T08:25:06.536Z [ 7672: 6320] [v6.4.292.0] INFO SophosUpdate has completed with the result 4.
    2020-07-27T08:25:06.536Z [ 7672: 6320] [v6.4.292.0] INFO SophosUpdate is exiting.

  • In reply to Point7:

    Hi  

    Could you please try to completely uninstall using Sophos ZAP tool and re-install the endpoint?