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Can't uninstall SGN 8 from Windows 10

On boot the machine says "SafeGuard Authentication Service is not running, no further action possible!

On attempt to repair or uninstall it says "The Sophos SafeGuard Local Cache is Corrupt" ..... "Error: 25300"

I have excluded the LocalCache from AV, and I ran the Disable_LCIntegrityAndBackup script, following https://community.sophos.com/kb/en-us/112147, but still can't get past the 25300.

Can't make any changes to the software whether it's adding/removing or repairing.

The workstation isn't currently encrypted. It started this on the first boot after install.

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0 Haridoss Sreenivasan over 7 years ago

Hi James,

A particular service required during Safeguard authentication is not starting. Please refer to the article Sophos SafeGuard Authentication Service is not running, no further action possible! error displayed. Let me know if this helps resolve your issue.

Haridoss Sreenivasan
Technical Support Engineer | Sophos Technical Support
Knowledge Base | @SophosSupport | Video tutorials
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0 james63 over 7 years ago in reply to Haridoss Sreenivasan

Thanks Haridoss I'll try this one
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0 james63 over 7 years ago in reply to Haridoss Sreenivasan

There are no SGN services on the machine with the problem. I checked a working machine and did find the entries for the services so I'm definitely looking in the correct place.
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0 james63 over 7 years ago in reply to Haridoss Sreenivasan

They looked pretty general so I copied the registry entries that defined all of the SGN services to the bad workstation. It would boot and apply group policies then instead of going to the login it SafeGuard WatchDog would shut the computer down. I removed the service definitions in Safe Mode and am back where I started.

Can't uninstall or modify or use.
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+2 MichaelMcLannahan over 7 years ago in reply to james63

It's not a "friendly" way of removing stubborn software, but have you tried the MS tool for this?

https://support.microsoft.com/en-gb/help/17588/fix-problems-that-block-programs-from-being-installed-or-removed

It does work surprisingly well and has been updated to include Win10.

I'm not sure it'll work in your case, but may be worth a try?
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0 james63 over 7 years ago in reply to MichaelMcLannahan

This MS fix did allow me to uninstall.

I rebooted and install looked like it was working for a while, then said something in German about a DLL failing to register, and now the machine looks like it's back into a shutdown cycle since it didn't come back on after rebooting from the failed install. It's at a remote site so I'm waiting on them to get in this morning.

(Sophos if you read this post - "Your posting frequency has exceeded allowed rates. Please wait 5 minutes to post again." That's really frustrating. All I did was unmark a post that I never marked as an answer, mark one that helped me, and now I have to wait to post a follow-up..)
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0 Haridoss Sreenivasan over 7 years ago in reply to james63

Hi James,

Sorry about that I would definitely look into this for you. Also, looking forward to seeing an update on this issue you are facing.

Haridoss Sreenivasan
Technical Support Engineer | Sophos Technical Support
Knowledge Base | @SophosSupport | Video tutorials
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0 james63 over 7 years ago in reply to Haridoss Sreenivasan

Thanks Haridoss. Once I get back on the machine are there any event logs that I could post that would help figure out what the DLL registration problem was?
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0 Haridoss Sreenivasan over 7 years ago in reply to james63

Hi James,

Yes, you can share the SDU logs to investigate further. Please refer to the article Sophos Diagnostic Utility (SDU): How to locate and download.

Haridoss Sreenivasan
Technical Support Engineer | Sophos Technical Support
Knowledge Base | @SophosSupport | Video tutorials
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