[sims] Sophos Intercept X preventing SIMS.net install on Windows 10

[kennysarmy]

I've just been sent hmpalert3b720.exe to test!

 

Will update shortly.

 

Can't even get the upgrade file to apply or do anything

 

- - - Updated - - -

 

Anyone else want to try on a test PC?

 

!

 

Download

720 from http://test.hitmanpro.com/hmpalert3b720.exe

 

Upgrade instructions

1. Start a Command Prompt with Administrator privileges

2. Run the following command from the download location:

hmpalert3b720.exe /upgrade

3. Reboot computer

4. Verify that the upgrade was successful by comparing build number of the following file:

C:\Program Files (x86)\HitmanPro.Alert\hmpalert.exe

[thatley]

I'll give it a go now.

 

I'll report back either way.

[kennysarmy]

I think it does work...I was looking at the details of the exe C:\Program Files (x86)\HitmanPro.Alert\hmpalert.exe

 

But if you open up SOPHOS on the client, then click About then Run Diagnostic Tool -> then installed components it shows hitman pro alert on v 720

 

SIMS is going on now.

[thatley]

Well the upgrade looked like it did bu&&er all, but the file version says "3.7.0.720". Viewing where you say, it does say 720, but Intercept X still says 3.69.

 

Sims not going on.

 

Will try another reboot, just in case.......................

[kennysarmy]

Well the upgrade looked like it did bu&&er all, but the file version says "3.7.0.720". Viewing where you say, it does say 720, but Intercept X still says 3.69.

 

Sims not going on.

 

Will try another reboot, just in case.......................

 

My install via SOLUS3 is taking a long time - which is always a bad sign so I'd say there is no fix in upgrading to the v720 hitman pro

[thatley]

My install via SOLUS3 is taking a long time - which is always a bad sign so I'd say there is no fix in upgrading to the v720 hitman pro

 

Here here - not working for us too - NO FIX

[kennysarmy]

Here here - not working for us too - NO FIX

 

I'm uploading to them via ftp a copy of my S:\SIMS\SETUPS directory so they can recreate a manual installation at their lab.

 

I presume if they just create an S:\ drive that should work....

[thatley]

Trouble is they'll need SQL etc and proper access to the Setups folder.

 

I just got a call from the Sophos Education Sector Manager and I've offered them full access to my test rig here so they can see where it fails with SIMSINST and via Script roll out.

 

Hoping they'll take up the offer when their technical guy is free.

 

Waiting for call back today or tomorrow.

Edited November 15, 2017 by thatley

[kennysarmy]

Trouble is they'll need SQL etc and proper access to the Setups folder.

 

I just got a call from the Sophos Education Sector Manager and I've offered them full access to my test rig here so they can see where it fails with SIMSINST and via Script roll out.

 

Hoping they'll take up the offer when their technical guy is free.

 

Waiting for call back today or tomorrow.

 

Hello Jeff,

 

I have found around 9 cases for this issue so far in our ticket system, it might be useful to note on the EduGeek ticket for others to reference WINEP-11605 so they can come right to myself.

 

We are treating this issue with priority and I will update you as soon as possible.

 

Kind Regards,

 

Matt Feates

Sophos Technical Support

[kennysarmy]

@PhilNeal

 

Are SIMS actually working WITH SOPHOS to solve this issue!

 

Seems to me lots of school's and authorities and LEA support teams are all working independently and raising cases, surely this would get sorted quicker if CAPITA and SOPHOS engineers were talking directly....

[thatley]

@PhilNeal

 

Are SIMS actually working WITH SOPHOS to solve this issue!

 

Seems to me lots of school's and authorities and LEA support teams are all working independently and raising cases, surely this would get sorted quicker if CAPITA and SOPHOS engineers were talking directly....

 

As far as I know, I don't think they are talking but don't quote me on that. It seems to me that CAPITA have washed their hands of it totally blaming Sophos.

 

My colleague is at a SIMS SLUG meeting today and she's going to bring up this issue to see how many are aware of it. I'm sure there are many sites/boroughs that don't know about it yet as they may not have upgraded/installed anything since last upgrade.

[kennysarmy]

So I've copied our S:\SIMS\SETUPS folder to a workstation in the office...on it's D:\ drive.

 

On a PC with Intercept X installed I've mapped an S:\ drive to the above d$ share so on the test PC it has a S:\sims\setups folder.

 

On running SIMSINST.exe it seems to lock up.

 

I'm now setting up another test PC without Intercept X to see if it gets further.

 

If it does - then SOPHOS will have a copy of my SETUPS folder and WILL be able to recreate the issue on their test rigs!

[kennysarmy]

So I've copied our S:\SIMS\SETUPS folder to a workstation in the office...on it's D:\ drive.

 

On a PC with Intercept X installed I've mapped an S:\ drive to the above d$ share so on the test PC it has a S:\sims\setups folder.

 

On running SIMSINST.exe it seems to lock up.

 

I'm now setting up another test PC without Intercept X to see if it gets further.

 

If it does - then SOPHOS will have a copy of my SETUPS folder and WILL be able to recreate the issue on their test rigs!

 

OK - so that worked!

 

On the Intercept X PC it is stuck here:

 

 

Wonder if anyone else can confirm my findings?

 

In summary - copy the SIMS\SETUPS folder to another workstation or server.

 

Map the S:\ drive back in to the new location.

 

Test on a PC with and without intercept X

 

Cheers

[thatley]

OK - so that worked!

 

On the Intercept X PC it is stuck here:

 

[ATTACH=CONFIG]46245[/ATTACH]

 

Wonder if anyone else can confirm my findings?

 

In summary - copy the SIMS\SETUPS folder to another workstation or server.

 

Map the S:\ drive back in to the new location.

 

Test on a PC with and without intercept X

 

Cheers

 

 

If you look back to my earlier posts - this is what I've confirmed from the beginning. We get exactly what you're seeing.

 

Hoping Sophos will be remoting in this morning, but would be good if you send them your data also.

[kennysarmy]

If you look back to my earlier posts - this is what I've confirmed from the beginning. We get exactly what you're seeing.

 

Hoping Sophos will be remoting in this morning, but would be good if you send them your data also.

 

I've asked them to call me urgently!

 

Getting fed up now with the lack of progress

[thatley]

I've asked them to call me urgently!

 

Getting fed up now with the lack of progress

 

You should be getting a call about this. I just heard from Education Sector Manager informing me that they've now re-created the issue in their labs with your data and multiple teams are now working on this urgently.

 

Lets hope for a speedy resolution.

[MrMat]

Thank you both for the updates on this!

[thatley]

Thank you both for the updates on this!

 

No problem. Thanks to KennysArmy for raising this post.

 

Hopefully Sophos have all they need to put this to bed soon!

[kennysarmy]

You should be getting a call about this. I just heard from Education Sector Manager informing me that they've now re-created the issue in their labs with your data and multiple teams are now working on this urgently.

 

Lets hope for a speedy resolution.

 

Just had a mail - they are going to remote in (again) to watch the issue first hand on two side by side PC's - one with Intercept X and one without.

 

Surely a fix is imminent with everyone pushing hard!

[kennysarmy]

OK - so again someone watched a fail and a success and this time took a screen grab.

 

I explained how with the Setups folder I've ftp'd over they should now be able to recreate the issue at their lab - but I never feel you're talking to the guy who will be actually doing the testing so I'm sure things get lost in translation!

[kennysarmy]

These are the engineers from SOPHOS who have so far been dealing with my call:

 

Most recent last:

 

Bhavani Shankar

Surendar Raj

Adithyan Thangaraj

Matt Feates

Bill Kearney

[thatley]

These are the engineers from SOPHOS who have so far been dealing with my call:

 

Most recent last:

 

Bhavani Shankar

Surendar Raj

Adithyan Thangaraj

Matt Feates

Bill Kearney

 

Thanks. That could be useful.

 

Have you seen that v3.6.10 has been rolled out? Just noticed on my clients.

[Ex-MGSTech]

"There is now a work around for this and a full fix will be released shortly. Currently to resolve the issue if you turn off CIX whilst doing the install and then re- enable once installed this does not cause the problem and resolves the issues.

 

This is a temporary work around but they are working on a whitelisting patch shortly."

 

Sent direct to me in response to purchasing Sophos!

[deano3693]

Can you confirm the steps to turn of CIX as mentioned?

 

Glad a patch is finally in development to resolve this issue. Hopefully in time for schools deploying the Autumn release!

[minimoo]

Probably the quickest way to get around this is to rename the hmpalert.dll in c:\windows\system32 and c:\windows\syswow64, run the update and rename the files back when done