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Cannot reinstall on Win 10 Laptop

Loy Banks

When I started with Sophos I installed on 3 computers. 2 are working properly with Sophos. For some reason my LapTop a short time back was no longer covered with Sophos. So I completely uninstalled then. Today I tried reinstalling Sophos, but for some reason it would not install. It suggested I go to support.sophos.com, but I have no idea where to go there.

I'm a 77 year old man and have such problems from time to time.

So do you have any idea how I might get Sophos installed once again?

Thanks.

 

Loy Banks



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  • Hello Loy Banks,

    for some reason
    the sophos_bootstrap_... log in your %TEMP% folder (just type %TEMP% in the Explorer's address bar and press enter) should at least have a hint. It's probably not too long so please post it here.

    Christian

  • in reply to QC

    Thanks for your help. I hope this is the file referenced.

     

    4/3/2017,2:11:04 PM,Information,------------------ Beginning installation of Sophos Anti-Virus and AutoUpdate ------------------,
    4/3/2017,2:11:04 PM,Information,Setup version 3.1.4.3,
    4/3/2017,2:11:04 PM,Information,Command line: c:\users\loy\appdata\local\temp\sophos_bootstrap_20170403200850\setup.exe -server dzr-mcs-amzn-us-east-1-h0m3.upe.p.hmr.sophos.com -token ***************** -producttype 1,
    4/3/2017,2:11:04 PM,Information,Process security set successfully,
    4/3/2017,2:11:04 PM,Information,Setup program was run from C:\Users\Loy\AppData\Local\Temp\sophos_bootstrap_20170403200850,
    4/3/2017,2:11:04 PM,Information,Checking if Sophos Anti-Virus or Sophos AutoUpdate are installed...,
    4/3/2017,2:11:04 PM,Information,Starting wizard to collect information from user...,
    4/3/2017,2:11:13 PM,Information,Starting the install sequence.,
    4/3/2017,2:11:13 PM,Information,Checking for internet connectivity...,
    4/3/2017,2:11:14 PM,Success,Successfully connected to the URL http://dci.sophosupd.com/.,
    4/3/2017,2:11:14 PM,Information,Checking for internet connectivity...,
    4/3/2017,2:11:15 PM,Success,Successfully connected to the URL dzr-mcs-amzn-us-east-1-h0m3.upe.p.hmr.sophos.com/.../ep.,
    4/3/2017,2:11:15 PM,Information,Checking for local third-party software...,
    4/3/2017,2:11:15 PM,Information,Sending data back to Sophos...,
    4/3/2017,2:11:16 PM,Success,Successfully connected to the URL d1.sophosupd.com/.../x.xml.,
    4/3/2017,2:11:16 PM,Information,Done.,
    4/3/2017,2:11:16 PM,Information,Installing MSI...,
    4/3/2017,2:11:16 PM,ERROR,There was an unexpected problem with the installation of Sophos Home. Details: Failed to remove MCS Endpoint data folder.,
    4/3/2017,2:52:03 PM,Information,Sending EBS feedback to Sophos...,
    4/3/2017,2:52:03 PM,Information,Sending data back to Sophos...,
    4/3/2017,2:52:04 PM,Success,Successfully connected to the URL d1.sophosupd.com/.../x.xml.,
    4/3/2017,2:52:04 PM,Information,------------------ Installation program finishing with code 133 ------------------,

  • in reply to Loy Banks

    Hello Loy Banks,

    thanks, please see Installation of Sophos Endpoint fails with return code 133, the MCS part applies.

    Christian

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