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Puremessage 4, hangs during install, now it is in a mess

Kaonix

Hi

Installing Puremessage 4 on Exchange 2013/Windows 2012 server. SQL database targetted to a remote server.

Installation took over an hour, and hung with "1 minute remaining". It stayed like this for over 4 hours.

I then cancelled the install, which again took over 3 hours and did not complete.

Only way to stop it was to end the processes, and a reboot of the Exchange server. 

After reboot, uninstall antivirus and auto update, try to install again... complete all the input fields, antivirus installs ok and so does auto update, then a similar thing happens... hangs for ages and ages... then finally returns with "could not stop services" and then it displays an error. I tried this 4 times, trying stopping services manually myself but still did not work.

Puremessage services are showing as installed - but not listed in Programs, so cannot be uninstalled.

Help - this is a complete mess now. Puremessage is neither installed nor uninstalled!

Previous installs of Puremessage against our old Exchange 2003 and 2010 servers went fine so it's not like I haven't used the product before.

:43099


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  • 0

    I'm having the exact same issues.....

    Migrated an Exchange 2007 server to Exchange 2013 last week. Migration went perfectly. Installed Sophos Puremessage 4 (coz it's apparently now supported in this environment.) and have now run into no end of trouble!

    I've performed a manual removal of Sophos (must be manual as it won't show in Programs to let me cleanly remove it) and tried again, but no joy. I've done this dance about 6 times now and each time, I get no further through the installation process.

    I figured it must be something to do with the SQL instance since I had to create the instance manually because (even though this has been an issue since version 3) Sophos still haven't figured out how to get their installer to create a "SOPHOS" instance if one doesn't exist, but yet another SQL instance does! I followed http://www.sophos.com/en-us/support/knowledgebase/33552.aspx#1 to create the SOPHOS SQL instance, changing only the steps that were relevant for SQL 2008 R2 (that ships in the resource folder with Puremessage 4.0).

    Even despite this seamingly straightforward installation, I'm still getting the installation hanging at 58 seconds remaining. 

    I have followed the installation guide (http://www.sophos.com/en-us/medialibrary/PDFs/documentation/pmex_40_sgeng.pdf) to the letter and still no dice! I have installed this product many many many times before, but this is my first experience with version 4. 

    If I leave the installation long enough, the other Exchange services and puremessage services will eventually start and mail flow works OK. However, the Sophos Puremessage service refuses to start (which of course means spam is still getting through) and the only clue is an obsure event log (event ID 7023) that says "The Sophos PureMessage service terminated with the following error: Unspecified error". That's very helpful, Mr Sophos!

    Does anyone out there have any ideas as this is really doing my head in?!?!

    :43115
  • 0

    Hi,

    Both the previous postings appear to be a recently found issue with PureMessage 4, it's difficult to be 100% certain as this issue has no error code to identify it.

    The PureMessage 4 installer will stall if running the below command on the server prompts for a reboot/login:

    gpupdate /force

    this is because it is being prompted for a response but can't respond to it.

    The advised steps to resolve this issue are:

    1. Open a command prompt with administrator rights and run the below command:

    gpupdate /force

    confirm that this prompts for a reboot/login

    2. Edit the Windows group policy, temporarily disabling any options which are resulting in the prompt for a reboot/login

    3. Run the 'gpupdate /force' command again, confirm there is no prompt for a reboot/login

    4. Run the PureMessage installer

    5. Return the group policy to its original state

    Thanks,

    Reginald

    :43191
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