Sophos AutoUpdate -- Error 1303.The installer has insufficient privileges to access this directory

  • Article ID: 121070
  • Rating:
  • 2 customers rated this article 1.5 out of 6
  • Updated: 15 Aug 2014

Issue

During the upgrade to version 10.0.12 or 10.3.7 the Sophos AutoUpdate component fails. An uninstall of this component can also fail in the same way. The following errors can be found in the specified logs on the affected computer:

Sophos AutoUpdate Setup log.txt

Error: Install of MSI failed with error 1603

Sophos AutoUpdate install log.txt

Product: Sophos AutoUpdate -- Error 1303.The installer has insufficient privileges to access this directory: C:\Program Files (x86)\Sophos\AutoUpdate. The installation cannot continue. Log on as an administrator or contact your system administrator.

Error 1303.The installer has insufficient privileges to access this directory: C:\Program Files (x86)\Sophos\AutoUpdate. The installation cannot continue. Log on as an administrator or contact your system administrator.

Windows Application Event log

Event:
Log Name: Application
Source: MsiInstaller
Date:
Event ID: 11303
Task: N/A
Level: Error
Opcode: Info
Keyword: Classic
User:
User Name:
Computer:
Description:Product: Sophos AutoUpdate -- Error 1303.The installer has insufficient privileges to access this directory: C:\Program Files (x86)\Sophos\AutoUpdate. The installation cannot continue. Log on as an administrator or contact your system administrator.

In the Sophos Enterprise Console or Sophos Control Center the following error may appear:

Installation of Sophos AutoUpdate Failed [0x00000008]

First seen in

Sophos Anti-Virus for Windows 2000+ 10.3.7
Sophos Anti-Virus for Windows 2000+ 10.0.12

Cause

This issue has been seen on computers running the following service:

Dell KACE Software Meter (kswmetersvc.exe)

When started this service opens a Handle to the Sophos AutoUpdate folder preventing it being deleted as part of the upgrade.

What To Do

To allow an affected computer to uninstall/upgrade:

  1. Stop the Dell KACE Software Meter service
  2. Re-protect the affected computer/s
  3. Once protected start the Dell KACE Software Meter service

Following discussions with Dell, version 6 of the Dell KACE software resolves the issue and was fixed under the following bug reference:

Bug ID: KA-311 

http://www.kace.com/en/~/media/Files/Support/Documentation/K1000/v60/K1000_60_ReleaseNotes.pdf

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

Rate this article

Very poor Excellent

Comments