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Installation issues on Puremessage 3.1.3 on Exchange 2010 SP3

CraigLloyd

I am trying to install Puremessage 3.1.3 on our Exchange 2010 SP3 on Windows Server 2008 R2 SP1


The Installer runs to the point of attempting to install SQL Express 2008, but appears to fail and asks for a reboot. Upon a reboot the process repeats, so we are stuck in an installer loop.

Sophos Support have asked me to remove all Sophos products from the server and try again, this does not improve the situation.

The replies from my support case have dried up so I'm hoping someone can help out?



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  • Hi Craig,

    Check if the following article applies to you: https://www.sophos.com/en-us/support/knowledgebase/30569.aspx

    If it's not the case, verbose logging on the installation should show more details:

    Download PureMessage Support Tools:PureMessage 3.1 & 4.x: downloads.sophos.com/.../pmex_31_support_tools.zip
    Create the folder: c:\PMDEBUGLOGS
    Open the downloaded support tools folder -> ICDebugregistryKeysdouble click on pmdebuglogs.reg - this will load some keys into windows registry: HKEY_LOCAL_MACHINE\SOFTWARE\SOPHOS\PMDebugLogs
    Open the key HKEY_LOCAL_MACHINE\SOFTWARE\SOPHOS\PMDebugLogs, right click PMDebuglogs and create a new REG_DWORD named "EnableLogging". Set it value to 1
    Re-run the puremessage setup and when it fails, check the logs inside c:\PMdebuglogs. The recent files must show the error (maybe this one PMInstallUtil-xxxx log)...open the files and search for ERR

    Disable verbose logging either setting HKEY_LOCAL_MACHINE\SOFTWARE\SOPHOS\PMDebugLogs\EnableLogging value to 0 or deleting the key

    post the errors.

Reply

  • Hi Craig,

    Check if the following article applies to you: https://www.sophos.com/en-us/support/knowledgebase/30569.aspx

    If it's not the case, verbose logging on the installation should show more details:

    Download PureMessage Support Tools:PureMessage 3.1 & 4.x: downloads.sophos.com/.../pmex_31_support_tools.zip
    Create the folder: c:\PMDEBUGLOGS
    Open the downloaded support tools folder -> ICDebugregistryKeysdouble click on pmdebuglogs.reg - this will load some keys into windows registry: HKEY_LOCAL_MACHINE\SOFTWARE\SOPHOS\PMDebugLogs
    Open the key HKEY_LOCAL_MACHINE\SOFTWARE\SOPHOS\PMDebugLogs, right click PMDebuglogs and create a new REG_DWORD named "EnableLogging". Set it value to 1
    Re-run the puremessage setup and when it fails, check the logs inside c:\PMdebuglogs. The recent files must show the error (maybe this one PMInstallUtil-xxxx log)...open the files and search for ERR

    Disable verbose logging either setting HKEY_LOCAL_MACHINE\SOFTWARE\SOPHOS\PMDebugLogs\EnableLogging value to 0 or deleting the key

    post the errors.

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