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

Georgios Chatzidakis

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

    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
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

  • 0 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

  • 0 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
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

Reply
  • 0 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
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

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