Sophos AutoUpdate installation fails with error 0x80041f09

  • Article ID: 13418
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  • Updated: 24 Jul 2013

Issue

The following error may be displayed when installing the Sophos AutoUpdate component of Sophos Endpoint Security and Control:

Fatal error during installation. 0x80041f09 sau

The following errors will also be observed in the Event Viewer:

Type: Warning, Source MsiInstaller, Category: None, Event ID: 1015
Description: Failed to connect to server. Error 0x80004005

and

Type: Error, Source: MsiInstaller, Category: None, Event ID: 1014,
Description: Windows Installer proxy not correctly registered.

The above errors can be encountered if the Microsoft Windows Installer installation is either incomplete, or corrupt.

First seen in

Sophos Endpoint Security and Control 9.0

Cause

This error is seen for a number of reasons.  Follow steps in the 'What To Do' section below.

What To Do

Work through the following troubleshooting steps in the order given here:

1. Check to see if User Account Control (UAC) needs to be disabled

When UAC is enabled this error can occur, therefore disable this setting to see if the issue is resolved.  For details of how to do this, refer to article 44084.

2. Ensure DNS is correctly set on the endpoint computer

Make sure the updating address (as set in AutoUpdate) can be reached from the endpoint computer. For example, if the address the computer is attempting to update from is '\\sophosServer1\SophosUpdate\CIDs\S000\SAVSCFXP\' ensure:

  1. The computer can access the server (e.g., ping sophosServer1, resolve the servername to the correct IP address).
  2. The computer can open the central share in Windows Explorer (e.g., Start | Run | Type: \\sophosServer1\SophosUpdate\CIDs\S000\SAVSCFXP\ | Press return, and confirm the share opens).

3. Check if another anti-virus or anti-malware program is installed on the computer, and if so remove it. For details of how to do this, refer to the section "Remove third-party security software" in the "Protecting computers" section of the Enterprise Console help manual
or online help.

4. Check registry permissions

Before you make any changes to the registry, ensure that you read the warning about editing the registry.

The issue may be a permission issue on the following registry key:
HKLM\Software\Microsoft\WindowsNT\Current Version\Windows\
Browse to this key, it should look like this:

 

  1. Right click on the Windows key and choose permissions.
  2. You may see Everyone with full deny access, if this is the case, remove the group 'Everyone' and press OK.
  3. If the permissions have been restored correctly, the above key will show all of it's content

If problems continue or you are unable to change the permissions:

  1. Sometimes the owner can be incorrect on this key as well, so go back to the permissions tab and click 'Advanced'.
  2. Then go to the Owner tab and change the owner to your user.
  3. Correct the permissions as described above.

5. Check NTFS permissions

Create the following folders:

  1. C:\Documents and settings\All Users\Application Data\Sophos
  2. C:\Program Files\Sophos
  3. C:\Program Files\Sophos\Sophos Anti-Virus

Ensure that the above folders have the following permissions:

  • Administrators - Full Control
  • Creator Owner - Full Control (special - subfolders and files only)
  • System - Full Control
  • Everyone - Read & Execute, List Folder Contents, Read
  • Power Users - Modify
  • Users - Read & Execute, List Folder Contents, Read

6. Reboot the computer

Once you have made the above changes run the installation again. It should complete without errors.

7. Unregister and re-register the msiexec process

This will vary slightly according to your operating system, for example:

  • On Windows XP
    Choose Start > Run.
    Type msiexec /unreg and click OK.
  • On Windows Vista
    Choose Start, type msiexec /unreg in the Search field and press Enter.
    Register the Windows Installer Service.
  • On Windows XP
    Choose Start > Run.
    Type msiexec /regserver and click OK.
  • On Windows Vista
    Choose Start, type msiexec /regserver in the Search field and press Enter.
    Attempt the package installation again.  

8. Check that the event log service is running

Refer to Knowledgebase article 36024 

9. Getting more help
If you have worked through all the above steps, and not solved the isse, you may need additional help from Sophos Technical Support. In order to help us solve your case as quickly and effectively as possible, before you contact us, please obtain the following addiitional information and submit it as follows:

  1. Run the Sophos Diagnostic Utility (SDU) on the client and save the output file.
  2. Complete a request form for Sophos technical support: https://secure2.sophos.com/en-us/support/contact-support/support-query.aspx, attaching the SDU output files to your request.

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

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