Sophos Enterprise Console...Installation Failed

  • N.º del artículo: 114627
  • Actualizado: 31 oct 2014

Issue

At the end of the installation of Sophos Enterprise Console 5.x you see the following error:

Sophos Enterprise Console <version number> Installation Failed

Unable to install <Component>
or
Microsoft Message Queuing failed.
or
Microsoft SQL Server [version] failed.
or
Encryption Update failed.

or no message, similar to this screenshot.

Where 'Component' could be one of the following:

  • Management Server
  • Console
  • Database

followed by...

  • A custom action failed.
  • The MSI terminated unexpectedly.

First seen in

Enterprise Console 5.0.0 

Cause 

Various for each component. 

What To Do

Known issues for the high-level errors are listed below. 

What should I do if none of the articles listed above resolve my problem?

The first thing to check would be the logs created by the installer.  The Enterprise Console installer logs comprise of the 'bootstrap' log and a MSI logs for each component selected.  The logs can be found in the following locations, depending on the version of Enterprise Console you are installing:

Console Version Folder location of log files
5.0

The temporary location of the account used to install.  Example: Start | Run | Type: %temp% | Press return.

5.1 and later
  • Windows Vista/7/2008/2008 R2: C:\ProgramData\Sophos\Management Installer\
  • Windows XP/2003: C:\Documents and Settings\All Users\Application Data\Sophos\Management Installer\


The table before lists the log files that may be found in the above folder locations.  The exact logs created are dependent on which components your chose to install.

Log file name Description
Sophos_bootstrapper [TimeStamp].log Created by 'setup.exe' and details all the options selected during the installer and constructs the MSI commands that will be executed. It also contains results of all system checks.
Sophos_Database[32|64]msi [timestamp].log Logs installation of the Sophos databases.
Sophos_Server[32|64]msi [timestamp].log Logs installation of Sophos management server components (i.e. the behind the scenes services and components - not the console).
Sophos_Console[32|64]msi [timestamp].log Logs installation of the graphical console component.
Sophos_Summsi [timestamp].log Logs installation of the Sophos Update Manager component.
Sophos_SummsiAdmin [timestamp].log

Depending on which component or components fail during the installation, open the log of that component and search for the failure.  A good tip for troubleshooting MSI logs in general is to search for the text: Return value 3. This will typically highlight a custom action or procedure that is failing.  Hopefully the name of the custom action will give you a clue as to what action is being carried out.

If none of the known issues resolve the problem please run the Sophos Diagnostic Utility (SDU) on the computer and forward the output file to Sophos Technical Support.  Ensure that the log files mentioned above are included in the archive.

 
Si necesita más ayuda, póngase en contacto con soporte técnico.

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