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PureMessage for Microsoft Exchange: updates fail with white-cross on a red-circle on shield and error message

Issue
The Sophos shield has a white-cross on a red-circle on it. When you check the Sophos AutoUpdate log (alc.log), it shows that the PureMessage updates are failing to install. For example:

Error: Installation of product PMSR failed

Note: before continuing with the procedure below, check that you are using the correct username.

Sophos product and version
Sophos PureMessage for Microsoft Exchange 2.6.1, 3.0.0

Operating system
Windows 2000/2003

What to do

  1. In Windows Services, stop the Sophos AutoUpdate service.
  2. In Windows Task Manager, stop the following processes if they exist:
    • almon.exe
    • alupdate.exe
    • alsvc.exe
    • msiexec.exe
    • setup.exe
    • pmx_compile.exe
  3. Go to each of the following folders, and delete the contents of the folder:
    • C:\Program Files\Sophos\AutoUpdate\Cache
    • C:\Program Files\Sophos\AutoUpdate\Data\Warehouse
    • C:\Program Files\Sophos\AutoUpdate\Data\Channels
  4. In C:\Program Files\Sophos\AutoUpdate\data\status\ delete the file status.xml.
  5. Go to C:\Program Files\Sophos\PureMessage\ 
    • if it contains any 'pmsr_tempXX' folders, delete them
    • delete the contents of the file datadir. If you are not allowed to delete the contents of this file, you will need to stop the PureMessage services, these are
      • Sophos PureMessage Service
      • Sophos PureMessage Running Object Table
      • Sophos PureMessage Scanner
  6. Start the Sophos AutoUpdate service.
  7. Go to Start|All Programs|Startup and click 'AutoUpdate Monitor'.
  8. Right click on the Sophos shield and select 'Update now'.

Technical Information

PureMessage updates are failing to install. This may be due to a corrupt cache.

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