Unable to install Database - A custom action failed: Existing database files on disk

  • Article ID: 116228
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  • Updated: 25 Nov 2013


At the end of the installation of Sophos Enterprise Console 5.0.0 you see the following error:

Sophos Enterprise Console 5.0.0 Installation Failed

Unable to install Database
A custom action failed.

IMPORTANT:  If you have not already done so please also read the parent article to this issue for related/ similar errors to ensure this article applies: Sophos Enterprise Console...Installation Failed.

First seen in
Enterprise Console 5.0.0


This is a high-level error and only mentions that a custom action (of several that are called) has returned an error.  Possible known errors include:

  1. The SQL server version currently install is incompatible with Sophos Enterprise Console 5.x (e.g., MSDE or SQL 2000).
  2. The Sophos database files exist on disk although the corresponding database is not attached to the Microsoft SQL Server instance specified during installation.

What To Do

  1. Ensure that you have a compatible version of Microsoft SQL Server before installing the database component of Sophos Enterprise Console.  For details of SQL Server support please see: 113278.
  2. Check if the database files related to Sophos databases are on disk, even though the corresponding database is not attached to the SQL instance.  If this is the case, when the installer attempts to create the Sophos databases, SQL Server will not overwrite the files and the install will fail.

    To obtain a list of databases attached to the local 'SOPHOS' named SQL instance you can execute the following command:


    Then navigate to Microsoft SQL Server data folder for the SQL instance in use, for example: 
    '\program files\Microsoft SQL Server\MSSQL10.SOPHOS\MSSQL\Data\'

    If this directory contains Sophos database files, such as SOPHOS50.mdf, SOPHOS50_log.ldf, SOPHOSPATCH.mdf, SOPHOSPATCH_log.ldf and there is no corresponding Sophos database listed in the SQL instance when running the above command. then this is a reason for the failure.  Please rename the Sophos database files on disk and re-attempt the installation.

If this has not resolved the issue please see the parent article to this issue for related/ similar errors and further troubleshooting advice: Sophos Enterprise Console...Installation Failed.

Technical Information

In both of the above cases the database MSI log file shows the following generic error that the custom action 'RunDBScript' returned an error.

CustomActionSchedule(Action=RunDBScript,ActionType=1025,Source=BinaryData,Target=RunScript,CustomActionData=C:\Program Files\Sophos\Enterprise Console\DB\Core\;InstallDBEx.bat;(local)\EJT;SOPHOS50;C:\DOCUME~1\ADMINI~1.VLA\LOCALS~1\Temp\Sophos_InstallCoreDB.log)
MSI (s) (C8:20) [12:07:50:652]: Invoking remote custom action. DLL: C:\WINDOWS\Installer\MSI37.tmp, Entrypoint: RunScript
RunScript:  Initialized.
RunScript:  GetDomainOrComputerName: Not on a backup domain controller.
RunScript:  Computer = myServer
RunScript:  Custom action data: C:\Program Files\Sophos\Enterprise Console\DB\Core\;InstallDBEx.bat;(local)\EJT;SOPHOS50;C:\DOCUME~1\ADMINI~1.VLA\LOCALS~1\Temp\Sophos_InstallCoreDB.log.
RunScript:  Command line = "C:\Program Files\Sophos\Enterprise Console\DB\Core\InstallDBEx.bat" (local)\EJT myServer SOPHOS50 "C:\DOCUME~1\ADMINI~1.VLA\LOCALS~1\Temp\Sophos_InstallCoreDB.log"

RunScript:  Error 0x80004005: Batch file returned error code 1.
MSI (s) (C8:C0) [12:07:51:799]: User policy value 'DisableRollback' is 0
MSI (s) (C8:C0) [12:07:51:799]: Machine policy value 'DisableRollback' is 0
Action ended 12:07:51: InstallFinalize. Return value 3.

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

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