Sophos Anti-Virus for Windows 2000+: installation of an IDE update fails

  • Article ID: 42826
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  • 1 customers rated this article 1.0 out of 6
  • Updated: 17 Jan 2011

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+

Technical Information
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

  1. Stop savservice.exe
  2. Stop alupdate.exe
  3. Start the Sophos Anti-virus service
  4. Trigger an update.

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

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