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Sophos anti virus tool won't install - says it's already installed

candycrush

On the Sophos website there is a virus check tool "Sophos Virus Removal Tool.exe". I downloaded it but it won't install on my computer because it says "another version of this product is already installed." It is the correct tool, I have checked the digital signature. I don't have anything on my computer from Sophos so I don't know why it won't install.

I'm using Windows 7 x64. A screenshot of the error message is attached. If you have any ideas please let me know. Thanks

:55960


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  • 0

    The reason for the message is that the installer is detecting a previous version.  I can get it too if I try and install a newer version over an older one (or vice versa).  But I can see the entry for the installed program in Programs and Features under the Control Panel...

    2015-02-27_11-17-33.png

    ...and so know I need to uninstall the existing program first before running the newer installer.

    So you don't see that entry?  Make sure you're sorting the column 'Name' so all the programs that start with 'S' or 'Sophos' are together.

    If it's definitely not there you can search the registry editor for 'Sophos Virus Removal Tool' and see if it finds anything - don't do anything, just search.  Example:

    2015-02-27_11-28-15.png

    :56029

     - - - - - - - - - - - -

    Communities Moderator, SOPHOS
    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

    Thanks for your help. I found it was installed but it is not in the list of programs so I can't uninstall it. I found Sophos in these keys:

    HKEY_CURRENT_USER\Software\Microsoft\Installer\Products\711E928B270DAE14696089623AD8431C
HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Windows\CurrentVersion\Uninstall\{B829E117-D072-41EA-9606-9826A38D34C1}

     Also I found the folder still has all the files in it:

    C:\Program Files (x86)\Sophos\Sophos Virus Removal Tool

    I don't remember installing it. It's not in my start menu or list of installed programs. How can I remove it and install a fresh copy? Thanks

    :56032
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    Anyone have any ideas what I should do next?

    :56205
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    You certainly shouldn't have left over registry keys and folders if the uninstall was done properly.  It would be good to understand the history so I know how the computer could have ended up in this state?  Was the tool installed and removed via the Control Panel?  Or was a third-party uninstaller used?  I'm throwing out that idea as it could be anything.

    Years ago there was a handy tool call the Windows Installer Cleanup Utility, however Microsoft no longer support it.  In it's place they do have a 'Fix it' tool.  It's not supported by Sophos as it's a Microsoft tool, but you may want to run it and see if it lists the program and allows it to be removed.

    http://support.microsoft.com/kb/290301 

    Post back how you get on and if you can provide some insight into how the broken install occurred - it may help the next user :smileyhappy:

    :56217

     - - - - - - - - - - - -

    Communities Moderator, SOPHOS
    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
    ruckus wrote:

    Years ago there was a handy tool call the Windows Installer Cleanup Utility, however Microsoft no longer support it.  In it's place they do have a 'Fix it' tool.  It's not supported by Sophos as it's a Microsoft tool, but you may want to run it and see if it lists the program and allows it to be removed.

    I do not know what caused the problem. No idea! I took your advice. There was something wrong with the link there is some weird foreign trailing character but once I got rid of that it worked: http://support.microsoft.com/kb/290301

    The fixit tool worked, it found the uninstall entry and gave me the option to uninstall it. I did that and it uninstalled.

    After that I was able to install Sophos Virus Removal Tool. Thanks!

    :56239
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