Sophos Enterprise Console Install "Unable to install Sophos Update Manager the msi terminated unexpectedly..."

  • Article ID: 116638
  • Rating:
  • 5 customers rated this article 2.0 out of 6
  • Updated: 11 Mar 2014

Issue

When running the SEC 5.x installer the following error is returned:

Unable to install Sophos Update Manager, the msi terminated unexpectedly...

The following may also be seen in the Sophos Update Manager install log

Product: Sophos Update Manager -- The existing SophosUpdate share is not mapped to folder C:\Documents and Settings\All Users\ApplicationData\Sophos\Update Manager\, where it is required for Sophos Update Manager.
Remove the existing SophosUpdate share, then retry this installation.

First seen in

Sophos Update Manager
Enterprise Console

Cause

During installation, a share called 'sophosupdate' is created in the default location (which will depend on the operating system):  

  • C:\Documents and Settings\All Users\ApplicationData\Sophos\Update Manager\Update Manager
    or
  • C:\ProgramData\Sophos\Update Manager\Update Manager

This is caused when a share called sophosupdate already exists on the computer but it is not located in the default location.

What To Do

  1. Confirm that the share is not in use by other remote Sophos Update Managers.
  2. Remove the existing SophosUpdate share
  3. Retry the installation

 
If you need more information or guidance, then please contact technical support.

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