During an IDE update, the update fails to complete and enterprise console indicates with a 'not since xxxx' error, that updates have not taken place. Errors are also seen in the install log and on client computers.
Sophos product and version
Sophos Anti-Virus for Windows 2000+
During an update (only currently seen with IDE updates), when the MSI is being run to install additional IDEs the installation hangs. This causes alupdate.exe to become idle at 0% as it is awaiting a success/failure code from the installation. Savservice.exe is in a hung state making the service unavailable. SAV also fails to open.
The last item seen in the install log is likely to be "[timestamp] Info: Running SetUpdateFinished shared custom action". The update does not complete. As a result, subsequent updates will not take place causing the "not since xxxx" errors in the console.
On the client computers you will observe the following symptoms:
- Alupdate.exe process is running at 0%
- AutoUpdate almon icon is continually animated, selecting "View update status" shows installing package x of x
- Opening SAV hangs
- SAV install log (standard update) is incomplete.
What to do
- Stop savservice.exe
- Stop alupdate.exe
- Start the Sophos Anti-virus service
- Trigger an update.