Sophos AutoUpdate error

Hi,

We would need to see the SAV install log and SAV custom action log that goes with it.  As AutoUpdate is installing SAV, they should be in \windows\temp\.  The files are:

• Sophos Anti-Virus Install Log_<timestamp>.txt
• Sophos Anti-Virus CustomActions Log_<timestamp>.txt  

There is a pair at each install attempt.

Regards,

Jak

okay... how do I send these to you???

You can probably paste the contents of the custom action log file into a reply.  As for hosting the accompanying  MSI log, you'll have to host it somewhere online, there are quite a few free hosting sites.  The custom action log file might be enough, you can start with that if you like.

Jak

2011-06-07 09:27:09 Starting competitor detection...
2011-06-07 09:27:09 Enumerating competitor uninstall keys...
2011-06-07 09:27:09 PROCESSOR_ARCHITECTURE environment variable is: x86
2011-06-07 09:27:11 Boot driver: not installed.
2011-06-07 09:27:13 Setting class filter present property to: 1
2011-06-07 09:27:13 PROCESSOR_ARCHITECTURE environment variable is: x86
2011-06-07 09:27:17 WaitForSAVService: Walking system processes...
2011-06-07 09:27:17 WaitForSAVService: Finished walking system processes.
2011-06-07 09:27:17 IsServiceInstalled: Unable to get a handle to requested service SAVOnAccess control. Returning false.
2011-06-07 09:27:17 IsServiceInstalled: Unable to get a handle to requested service SAVOnAccess filter. Returning false.
2011-06-07 09:27:29 CopyOtherFiles custom action - Copying other driver files
2011-06-07 09:27:29 Copying class filter source: c:\Program Files\Sophos\AutoUpdate\cache\savxp\classfilterdrivers\i386\SDCFILTER.INF, target: c:\Program Files\Sophos\Sophos Anti-Virus\
2011-06-07 09:27:29 Copying kms source: c:\Program Files\Sophos\AutoUpdate\cache\savxp\drivers\i386\SKMSCAN.INF, target: c:\Program Files\Sophos\Sophos Anti-Virus\
2011-06-07 09:27:29 GetRidOfExistingDetoured - c:\Program Files\Sophos\Sophos Anti-Virus\sophos_detoured.dll detoured exists, proceeding to rename it & mark for delete.
2011-06-07 09:27:29 PROCESSOR_ARCHITECTURE environment variable is: x86
2011-06-07 09:27:29 BopsUnregister: could not get short path to DLL. It will not be unregistered.
2011-06-07 09:27:29 GetRidOfExistingDetoured - c:\Program Files\Sophos\Sophos Anti-Virus\detoured.dll does not exist, no further action.
2011-06-07 09:27:29 BOPS path already exists
2011-06-07 09:27:29 PROCESSOR_ARCHITECTURE environment variable is: x86
2011-06-07 09:27:31 InstallDriverFromInf: Executing RunInfSection with DefaultInstall and DefaultInstall.Services
2011-06-07 09:27:32 IsServiceRunning: Unable to get a handle to requested service SAVOnAccess control. Returning false.
2011-06-07 09:27:35 Local name of well-known group Administrators is
2011-06-07 09:27:35 Administrators
2011-06-07 09:27:35 Local name of well-known group PowerUsers is
2011-06-07 09:27:35 Power Users
2011-06-07 09:27:35 Local name of well-known group Users is
2011-06-07 09:27:35 Users
2011-06-07 09:27:42 Successfully added/created all groups - function is now returning
2011-06-07 09:27:42 Found SophosDomainUser group
2011-06-07 09:27:42 Found SophosDomainPowerUser group
2011-06-07 09:27:42 Found SophosDomainAdministrator group
2011-06-07 09:27:42 AddDomainGroups: added SophosDomainAdministrator group to SophosAdministrator group
2011-06-07 09:27:43 AddDomainGroups: added SophosDomainPowerUser group to SophosPowerUser group
2011-06-07 09:27:43 AddDomainGroups: added SophosDomainUser group to SophosUser group
2011-06-07 09:27:53 We are not a domain controller: Attempting to delete local user groups
2011-06-07 09:27:58 Error deleting file: c:\Program Files\Sophos\Sophos Anti-Virus\sophos_detoured.dll.stf00 with error: Access is denied.
.
2011-06-07 09:27:58 Error deleting file: c:\Program Files\Sophos\Sophos Anti-Virus\sophos_detoured.dll.stf05 with error: Access is denied.
.
2011-06-07 09:27:58 Error deleting file: c:\Program Files\Sophos\Sophos Anti-Virus\sophos_detoured.dll.stf23 with error: Access is denied.
.
2011-06-07 09:27:58 Error deleting file: c:\Program Files\Sophos\Sophos Anti-Virus\sophos_detoured.dll.stf29 with error: Access is denied.
.
2011-06-07 09:27:58 Error deleting file: c:\Program Files\Sophos\Sophos Anti-Virus\sophos_detoured.dll.stf30 with error: Access is denied.
.
2011-06-07 09:27:58 Error deleting file: c:\Program Files\Sophos\Sophos Anti-Virus\sophos_detoured.dll.stf32 with error: Access is denied.
.
2011-06-07 09:27:58 GetRidOfExistingDetoured - c:\Program Files\Sophos\Sophos Anti-Virus\sophos_detoured.dll detoured exists, proceeding to rename it & mark for delete.
2011-06-07 09:27:58 PROCESSOR_ARCHITECTURE environment variable is: x86
2011-06-07 09:27:58 GetRidOfExistingDetoured - c:\Program Files\Sophos\Sophos Anti-Virus\detoured.dll does not exist, no further action.
2011-06-07 09:27:58 Deleting config file folder
2011-06-07 09:27:58 Failed to delete config folder, 2
2011-06-07 09:27:58 Error deleting DesktopMessaging registry key. Returned error was: The system cannot find the file specified.

2011-06-07 09:27:59 Unable to create an instance of ComponentManager - SystemInformation cannot be informed of end of update

HI,

Thanks for the log howerver I can't say for sure what the problem might be from that log alone.  if you can't host the msi log somewhere to go with it you might have to open a Support case I'm afraid.  http://www.sophos.com/support/queries/ .

Regards,

Jak