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not able to Install

sumitkumar

06-03-2016,23:19:21,Information,------------------ Beginning installation of Sophos Anti-Virus and AutoUpdate ------------------,
06-03-2016,23:19:21,Information,Setup version 3.3.0.79,
06-03-2016,23:19:21,Information,Command line: c:\users\tinkes~1.kum\appdata\local\temp\sophos_bootstrap\setup.exe -server dzr-mcs-amzn-us-west-2-fa88.upe.p.hmr.sophos.com -token ***************** -edxtimestamp 20160306T171309Z,
06-03-2016,23:19:21,Information,Process security set successfully,
06-03-2016,23:19:21,Information,Setup program was run from C:\Users\TINKES~1.KUM\AppData\Local\Temp\sophos_bootstrap,
06-03-2016,23:19:21,Information,Checking system TMP paths.,
06-03-2016,23:19:21,Information,Checking TMP...,
06-03-2016,23:19:21,Information,Temp path for System found: 'C:\Windows\TEMP'.,
06-03-2016,23:19:21,Information,Tamper protection not installed,
06-03-2016,23:19:21,Information,Checking if Sophos Anti-Virus or Sophos AutoUpdate are installed...,
06-03-2016,23:19:21,ERROR,There was an unexpected problem with the installation of Sophos Endpoint Security and Control. Details: Unexpected product state 2 for product with code {36333618-1CE1-4EF2-8FFD-7F17394891CE},
06-03-2016,23:19:24,Information,------------------ Found errors during installation: 114 ------------------,
06-03-2016,23:19:24,Information,------------------ Installation program finishing with code 114 ------------------,



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  • 0

    Hi , 

    Are you using Sophos AV for Mac Home Edition 9.4.2? If I know this information I will be able to direct this question to the appropriate team.

    Regards,

    Bob

  • 0

    Run Microsoft FixIT against the offending product code. In your case, {36333618-1CE1-4EF2-8FFD-7F17394891CE}.  You can download the free tool from the following MS link:

    https://support.microsoft.com/en-us/mats/program_install_and_uninstall

    In my case, I had two product codes that were failing, so I had to run the tool twice to resolve both 'uninstall' problems.  

    • Be sure to select that you are having issues with 'uninstalling' and be sure to select that you want to make manual corrections.  
    • You will select 'not listed' from the list of programs to uninstall, then paste in the product code from your log file as you've included in this case.

    This should resolve your issue and allow you to successfully install, as it did in my case. 

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