Hello all I am trying to install Sophos antivirus on my windows 10 laptop but the installation fails repeatedtly with the message "Installation unsuccessful" An internet connection could not be established" I have created account at Sophos Home and have done the process from there (download the installer based on instructions) My internet connectivity works flawlessly Windows are updated to the latest patch level I would appreciate if there are any ideas out there.. Thank you George

Hey, This is kind of old. I used to use this software years ago, just reinstalled it. Ran in to the same issue. Leave you're account logged in while downloading and installing. ... IN other words, Log into your account through your browser, download the software, and install while logged into your sophos account. It shouldn't give you any issues. Then Reboot your system

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Sophos Home Installation failure on Windows 10 - Internet connection could not be established

Georgios Chatzidakis over 6 years ago

Hello all

I am trying to install Sophos antivirus on my windows 10 laptop but the installation fails repeatedtly with the message

"Installation unsuccessful" An internet connection could not be established"

I have created account at Sophos Home and have done the process from there (download the installer based on instructions)
My internet connectivity works flawlessly
Windows are updated to the latest patch level

I would appreciate if there are any ideas out there..

Thank you

George

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0 Haridoss Sreenivasan over 6 years ago

Hi Georgios,

Are you using proxy in your network? If not please check your firewall settings to ensure that it is not blocking the connection.

Haridoss Sreenivasan
Technical Support Engineer | Sophos Technical Support
Knowledge Base | @SophosSupport | Video tutorials
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0 Georgios Chatzidakis over 6 years ago in reply to Haridoss Sreenivasan

Hi Haridoss

Thanks for the heads up. I do not use proxy as far as i know. (direct VDSL2 connection to the internet )

Also during the installation I had disabled windows firewall.

I will check the router if it has any firewall policy enabled, however as i am not a networking expert i would appreciate if you can elaborate a bit on this (what other settings to be checked)

Thank you

George
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0 Haridoss Sreenivasan over 6 years ago in reply to Georgios Chatzidakis

Hi George,

We would need to analyze the issue, hence we require a log file which can be collected via following steps:

Option 1:

Run Wireshark to collect the log

Option 2:

1. Open Command Prompt and enter the following command "Netsh trace start scenario=NetConnection capture=yes report=yes persistent=no maxsize=1024 correlation=yes traceFile=C:\Logs\NetTrace.etl"

2. Then, run the Sophos Installer.

3. When you see the error, run the command "netsh trace stop".

4. The log file will be created in the location C:\Logs\ . Please upload the file to Google Drive and share the link.

Haridoss Sreenivasan
Technical Support Engineer | Sophos Technical Support
Knowledge Base | @SophosSupport | Video tutorials
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0 Georgios Chatzidakis over 6 years ago in reply to Haridoss Sreenivasan

Hello Haridoss

I have done the Option 2 steps as you suggested. Relevant files can be found below (nettrace.cab , nettrace.etl)

https://drive.google.com/file/d/1Ac2i61bwXHn3hm9DhzaMMrUxEpZ12-JM/view?usp=sharing

https://drive.google.com/file/d/1x7Z2s7-TZdGsCOCLwZFDbVd9Kcs5a0Ml/view?usp=sharing

Hope this will lead to a conclusion.

Thank you

George
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0 Haridoss Sreenivasan over 6 years ago in reply to Georgios Chatzidakis

Hi George,

Thank you for the files, allow me to analyze the log file and get back to you.

Haridoss Sreenivasan
Technical Support Engineer | Sophos Technical Support
Knowledge Base | @SophosSupport | Video tutorials
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0 Leonardy Huang over 6 years ago in reply to Haridoss Sreenivasan

Hi Haridoss,

I also experience the same issue. Please help. Thank you!
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0 Carmine Fiorillo over 4 years ago in reply to Leonardy Huang

Hey,

This is kind of old.

I used to use this software years ago, just reinstalled it.

Ran in to the same issue. Leave you're account logged in while downloading and installing.

... IN other words, Log into your account through your browser, download the software, and install while logged into your sophos account.

It shouldn't give you any issues.

Then Reboot your system
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