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mreco
Level 9

Upgrade from 4.2.15 B4770 (4.2f) to 5.1.8.0 fails on some clients

We're in the process of upgrading from SafeBoot 4.2.15 B4770 (4.2f) to 5.1.8.0.
Almost 400 machines have upgraded successfully, but up till now, we have had two machines that give error message 92h (safeboot has been corrupted) after the upgrade.

It looks like the user shut down his machine, while in the process of upgrading.

When looking at the client log, the logging for version 4 shows the upgrade process as normal:

10/19/09 14:06:08 checking for file updates
10/19/09 14:06:20 updating file "SbPreInstall.dll"
10/19/09 14:06:20 updating file "BootCode.bin"
10/19/09 14:06:20 updating file "SafeBoot.sys"
10/19/09 14:06:20 updating file "SafeBoot.sys"
10/19/09 14:06:20 updating file "RsvLock.sys"
10/19/09 14:06:20 updating file "SbFsLock.sys"
10/19/09 14:06:20 updating file "SbFlop.sys"
10/19/09 14:06:21 updating file "SbPrcCtl.sys"
10/19/09 14:06:21 updating file "SbExcludedSectors.srg"
10/19/09 14:06:21 updating file "NtDrvs.srg"
10/19/09 14:06:21 updating file "SbClientManager.exe"
10/19/09 14:06:21 updating file "SbClientStatus.dll"
10/19/09 14:06:21 updating file "SbClientSupportInfoPlugin.dll"
10/19/09 14:06:21 updating file "SbGina.dll"
10/19/09 14:06:21 updating file "SbGinaLib.dll"
10/19/09 14:06:21 updating file "SbGina.ini"
10/19/09 14:06:21 updating file "SafeBoot.scr"
10/19/09 14:06:22 updating file "SbAlg.dll"
10/19/09 14:06:22 updating file "SbAlg.dlm"
10/19/09 14:06:22 updating file "SbAlg.sys"
10/19/09 14:06:22 updating file "SbComms.dll"
10/19/09 14:06:22 updating file "SbUiLib.dll"
10/19/09 14:06:22 updating file "SbFileDb.dll"
10/19/09 14:06:22 updating file "SbXferDb.dll"
10/19/09 14:06:22 updating file "SbDbMgr.dll"
10/19/09 14:06:22 updating file "SbGroupObj.dll"
10/19/09 14:06:22 updating file "SbFileObj.dll"
10/19/09 14:06:22 updating file "SbMachineObj.dll"
10/19/09 14:06:22 updating file "SbUserObj.dll"
10/19/09 14:06:22 updating file "SbHashesObj.dll"
10/19/09 14:06:22 updating file "SbSetup.exe"
10/19/09 14:06:22 updating file "SbErrors.xml"
10/19/09 14:06:22 updating file "SbTokenPwd.dll"
10/19/09 14:06:22 updating file "SbTokenPwd.dlm"
10/19/09 14:06:22 updating file "SbNp.dll"
10/19/09 14:06:22 updating file "SbClientHelper.exe"
10/19/09 14:06:22 updating file "SbWinLogonOpts.xml"
10/19/09 14:06:22 updating file "SbTrayManager.exe"
10/19/09 14:06:23 updating file "SbReaderPcsc.dll"
10/19/09 14:06:23 updating file "SbPostInstall.dll"
10/19/09 14:06:23 updating file "SbKbeDe5.dll"
10/19/09 14:06:23 updating file "SbCmaDe.dll"
10/19/09 14:06:24 updating file "Graphics.ini"
10/19/09 14:06:24 updating file "Tahoma8.pbf"
10/19/09 14:06:24 updating file "Tahoma18B.pbf"
10/19/09 14:06:24 updating file "Tahoma12B.pbf"
10/19/09 14:06:24 updating file "Tahoma8B.pbf"
10/19/09 14:06:24 updating file "Logonbanner.png"
10/19/09 14:06:24 updating file "Recovery.png"
10/19/09 14:06:24 updating file "Options.png"
10/19/09 14:06:24 updating file "Locale.ini"
10/19/09 14:06:24 updating file "Bar.png"
10/19/09 14:06:24 updating file "Middle.png"
10/19/09 14:06:24 updating file "Stripe.png"
10/19/09 14:06:24 updating file "Bar.png"
10/19/09 14:06:24 updating file "Middle.png"
10/19/09 14:06:24 updating file "Stripe.png"
10/19/09 14:06:24 updating file "Bar.png"
10/19/09 14:06:24 updating file "Middle.png"
10/19/09 14:06:24 updating file "Stripe.png"
10/19/09 14:06:24 Removing file "C:\Program Files\SafeBoot\sbclient.chm"
10/19/09 14:06:24 Removing file "C:\Program Files\SafeBoot\viewhlp.chm"
10/19/09 14:06:24 Removing file "C:\Program Files\SafeBoot\sbpreins.dll"
10/19/09 14:06:25 Removing file "C:\Program Files\SafeBoot\SBM.INI"
10/19/09 14:06:25 Removing file "C:\Program Files\SafeBoot\safeboot.cod"
10/19/09 14:06:25 Removing file "C:\Program Files\SafeBoot\sbfeatur.ini"
10/19/09 14:06:25 Removing file "C:\Program Files\SafeBoot\safeboot.bmp"
10/19/09 14:06:25 Removing file "C:\Program Files\SafeBoot\world.avi"
10/19/09 14:06:25 Removing file "C:\Program Files\SafeBoot\sberrors.ini"
10/19/09 14:06:25 Removing file "C:\Program Files\SafeBoot\sbhelp.ini"
10/19/09 14:06:25 Removing file "C:\Program Files\SafeBoot\02000021.gbl"
10/19/09 14:06:25 Removing file "C:\Program Files\SafeBoot\02000701.gbl"
10/19/09 14:06:25 Removing file "C:\Program Files\SafeBoot\02000801.gbl"
10/19/09 14:06:25 Removing file "C:\Program Files\SafeBoot\02000401.gbl"
10/19/09 14:06:25 Removing file "C:\Program Files\SafeBoot\02000402.gbl"
10/19/09 14:06:25 Removing file "C:\Program Files\SafeBoot\02000901.gbl"
10/19/09 14:06:25 Removing file "C:\Program Files\SafeBoot\02000902.gbl"
10/19/09 14:06:25 Removing file "C:\Program Files\SafeBoot\02000903.gbl"
10/19/09 14:06:25 Removing file "C:\Program Files\SafeBoot\psapi.dll"
10/19/09 14:06:25 Removing file "C:\Program Files\SafeBoot\sbm.dll"
10/19/09 14:06:25 Removing file "C:\Program Files\SafeBoot\sbalg.dll"
10/19/09 14:06:25 Removing file "C:\Program Files\SafeBoot\sbutils.dll"
10/19/09 14:06:25 Removing file "C:\Program Files\SafeBoot\sbipc.dll"
10/19/09 14:06:25 Removing file "C:\Program Files\SafeBoot\scom.dll"
10/19/09 14:06:25 Removing file "C:\Program Files\SafeBoot\sbgroup.dll"
10/19/09 14:06:25 Removing file "C:\Program Files\SafeBoot\sbfile.dll"
10/19/09 14:06:25 Removing file "C:\Program Files\SafeBoot\sbmchn.dll"
10/19/09 14:06:25 Removing file "C:\Program Files\SafeBoot\sbuser.dll"
10/19/09 14:06:25 Removing file "C:\Program Files\SafeBoot\sbhashes.dll"
10/19/09 14:06:25 Removing file "C:\Program Files\SafeBoot\sbcfgmgr.dll"
10/19/09 14:06:25 Removing file "C:\Program Files\SafeBoot\sbhook.dll"
10/19/09 14:06:25 Removing file "C:\Program Files\SafeBoot\SBKBESB42.DLL"
10/19/09 14:06:25 Removing file "C:\Program Files\SafeBoot\sbmgrnt.exe"
10/19/09 14:06:25 Removing file "C:\Program Files\SafeBoot\sbrunnt.srg"
10/19/09 14:06:25 Removing file "C:\Program Files\SafeBoot\XPSP2.srg"
10/19/09 14:06:25 Removing file "C:\Program Files\SafeBoot\sbinshlp.dll"
10/19/09 14:06:25 Shutting down SafeBoot Configuration Manager

Now the machine is restarted and the following is being logged:

10/26/2009 8:53:52 AM ------------------------------------------------------------------------------------------
10/26/2009 8:53:52 AM Starting Endpoint Encryption for PC Client Manager (v5.1.8)
10/26/2009 8:53:52 AM Starting synchronization
10/26/2009 8:53:52 AM Connecting to database: "XXX1"
10/26/2009 8:53:52 AM Address=1.1.1.1
10/26/2009 8:53:52 AM Port=5555
10/26/2009 8:53:52 AM Authenticate=Yes
10/26/2009 8:53:52 AM Error connecting to database [5c00000f]: Failed to connect to the remote computer
10/26/2009 8:53:52 AM Connecting to database: "XXX2"
10/26/2009 8:53:52 AM Address=1.1.1.2
10/26/2009 8:53:52 AM Port=5555
10/26/2009 8:53:52 AM Authenticate=Yes
10/26/2009 8:53:52 AM Error connecting to database [5c00000f]: Failed to connect to the remote computer
10/26/2009 8:53:52 AM Attempting upgrade from version 4.20
10/26/2009 8:53:53 AM Gathering information from old file system
10/26/2009 8:53:53 AM Creating new version
10/26/2009 8:54:37 AM Converting configuration from v4.x
10/26/2009 8:54:37 AM Importing machine configuration
10/26/2009 8:54:37 AM Machine ID = 000001ef
10/26/2009 8:54:38 AM Importing users
10/26/2009 8:54:38 AM Importing user "user1" (ID=00000001)
10/26/2009 8:54:38 AM Importing user "user2" (ID=0000002d)
10/26/2009 8:54:38 AM Importing user "user3" (ID=00000201)
10/26/2009 11:49:44 AM ------------------------------------------------------------------------------------------
10/26/2009 11:49:44 AM Starting Endpoint Encryption for PC Client Manager (v5.1.8)
10/26/2009 11:49:44 AM Starting synchronization
10/26/2009 11:49:45 AM Connecting to database: "XXX1"
10/26/2009 11:49:45 AM Address=1.1.1.1
10/26/2009 11:49:45 AM Port=5555
10/26/2009 11:49:45 AM Authenticate=Yes
10/26/2009 11:49:45 AM Error connecting to database [5c00000f]: Failed to connect to the remote computer
10/26/2009 11:49:45 AM Connecting to database: "XXX2"
10/26/2009 11:49:45 AM Address=1.1.1.2
10/26/2009 11:49:45 AM Port=5555
10/26/2009 11:49:45 AM Authenticate=Yes
10/26/2009 11:49:45 AM Error connecting to database [5c00000f]: Failed to connect to the remote computer
10/26/2009 11:49:45 AM Error [e0050004]: The wrong version of the Endpoint Encryption for PC is currently active
10/26/2009 11:49:45 AM Applying configuration
10/26/2009 11:49:45 AM Synchronization complete
10/26/2009 11:51:15 AM Starting synchronization
10/26/2009 11:51:16 AM Connecting to database: "XXX1"
10/26/2009 11:51:16 AM Address=1.1.1.1
10/26/2009 11:51:16 AM Port=5555
10/26/2009 11:51:16 AM Authenticate=Yes
10/26/2009 11:51:24 AM Error [e0050004]: The wrong version of the Endpoint Encryption for PC is currently active
10/26/2009 11:51:26 AM Applying configuration
10/26/2009 11:51:26 AM Synchronization complete
10/26/2009 11:53:40 AM Starting synchronization
10/26/2009 11:53:40 AM Connecting to database: "XXX1"
10/26/2009 11:53:40 AM Address=1.1.1.2
10/26/2009 11:53:40 AM Port=5555
10/26/2009 11:53:40 AM Authenticate=Yes
10/26/2009 11:53:41 AM Error [e0050004]: The wrong version of the Endpoint Encryption for PC is currently active
10/26/2009 11:53:41 AM Applying configuration
10/26/2009 11:53:41 AM Synchronization complete

So it looks like the machine was shut down during the upgrade process. Normally the logging shows that the machine was upgraded successfully.

Is there a way to complete the upgrade?

Thanks.
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5 Replies
SafeBoot
Level 21

RE: Upgrade from 4.2.15 B4770 (4.2f) to 5.1.8.0 fails on some clients

you are right - the user shut the machine down in the middle. I don't think this is recoverable as the pre-boot code never got updated. It's stuck in this funny in-between state.

You might be best off removing the product with the version of SafeTech/WinTech which matches whatever version of the pre-boot is now installed (I guess still the v4 version).

There is a demonstration (read unsupported) upgrade helper script in circulation which talks the user through the process - maybe that's worth you looking at?
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peter_eepc
Level 15

Re: RE: Upgrade from 4.2.15 B4770 (4.2f) to 5.1.8.0 fails on some clients

I don't see anything funny for "in-between state. Would upgraded machine object, export SDB file work for older client removal?

Can you please send a reference link to that "upgrade helper script"?

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SafeBoot
Level 21

Re: RE: Upgrade from 4.2.15 B4770 (4.2f) to 5.1.8.0 fails on some clients

I mean funny as in strange, as in "Ozzy Osbourne, now he's a funny fellow" - perhaps it's an English expression which does not translate to your language?

For the machine export, again, it depends very much on the relative versions of everything. If the pre-boot works though it's ALWAYS best to use the SBFS/Disk for the crypt information, not the database - the disk info is always up to date, where as the database is only as good as the last sync.

The upgrade helper script is available I guess through Platinum Support only at the moment - it's not been through enough real-world testing to make it's way into community distribution. Your Platinum team member should be able to help you with it.

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rbarstow
Level 10

Re: Upgrade from 5.1.7 to 5.2.2 fails on some clients with the same error

The same error occurred on a small number of our clients. Most seem to reboot right around SbPostInstall:

5/10/2010 8:08:45 AM    Updating file "SbPostInstall.dll"
5/10/2010 8:08:47 AM    Error [ffffffff]:
5/10/2010 8:08:48 AM    Synchronization complete
5/10/2010 8:08:48 AM    Stopping remote access server
5/10/2010 8:10:21 AM    ------------------------------------------------------------------------------------------
5/10/2010 8:10:21 AM    Starting Endpoint Encryption for PC Client Manager (v5.2.2)

Emergency Boot seems to resolve the problem. Also look for disk compression enabled on the C: drive, as we've had some of those configurations as well.

Seems as thought McAfee needs to spend a bit more time on handling reboots during synchs/upgrades.

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Highlighted
peter_eepc
Level 15

Re: Upgrade from 5.1.7 to 5.2.2 fails on some clients with the same error

If you test real life upgrades, you would know that NTFS compression at the root of C: drive is not allowed.

McAfee failed to document that requirement, but a quick look into Autodomain script reveals check for that condition.

That is one of many reasons to put a wrapper (script) around client fileset based upgrade.

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