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The installation failed

jtash

I have tried several times to install the Sophos Anti-Virus Home Edition for Mac, and I keep receiving the following notification: "The installation failed. The software was not installed successfully. Remove the software and re-install."

I removed the software, re-installed, and received the same result. I see this has been an issue in the past, but I could not discern how to fix this issue from the other threads (some of the conversations were years old, so that might also be why I could not find a solution). I have repaired disk permissions, uninstalled a previous version I had installed on my laptop, yet I am still receiving this notification.

Any advice? Thanks in advance!

:1020811


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  • 0

    Hi Serranonymous,

    Thank you for your reply, and sorry for my delay - I thought I would receive an email notification once I rceived a reply.

    I followed your instructions on how to check the install log. When I check the "/private/var/log", nothing is displayed, but I am able to find the log under "All Messages".

    Please see below for the install log. I've bolded three instances where the response is "NO", and one instance where it states the installation is successful, although the notification from the installer states otherwise (please see screenshot below):

    5/8/15 8:12:33 AM InstallationDeployer[961] *** __NSAutoreleaseNoPool(): Object 0x1001122e0 of class NSCFString autoreleased with no pool in place - just leaking

    5/8/15 8:12:33 AM InstallationDeployer[961] *** __NSAutoreleaseNoPool(): Object 0x1001160d0 of class NSPathStore2 autoreleased with no pool in place - just leaking
    5/8/15 8:12:43 AM authexec[966] executing /Users/johntastepe/Downloads/savosx_he_r (1)/Sophos Anti-Virus Home Edition.app/Contents/MacOS/tools/InstallationDeployer
    5/8/15 8:12:44 AM Sophos Installer[966] [SMEInstallController.m:209] Installing he version 9.2.2
    5/8/15 8:12:45 AM Sophos Installer[966] [SMEInstallController.m:667] Upgrading the "he" product
    5/8/15 8:12:45 AM Sophos Installer[966] [SMEAggregateInstallStrategy.m:71] "installer.prepare.stopProcesses" success: YES
    5/8/15 8:12:45 AM Sophos Installer[966] [SMEAggregateInstallStrategy.m:71] "installer.prepare.removeComponents" success: YES
    5/8/15 8:12:45 AM Sophos Installer[966] [SMEAggregateInstallStrategy.m:71] "installer.prepare.removeKeychains" success: YES
    5/8/15 8:12:46 AM Sophos Installer[969] [SMEInstallController.m:221] Starting receipt service for he version 9.2.2
    5/8/15 8:12:47 AM Sophos Installer[969] [SMEReceiptServiceStrategy.m:194] Fix plan is empty. Nothing to fix
    5/8/15 8:12:47 AM Sophos Installer[966] [SMEBuildInstallPlanStrategy.m:189] Install plan:
    components: [data]
    daemons: []
    managed daemons: [com.sophos.intercheck, com.sophos.scan]
    agents: []
    5/8/15 8:12:47 AM Sophos Installer[966] [SMEAggregateInstallStrategy.m:71] "installer.localPayload.buildPlan" success: YES
    5/8/15 8:12:49 AM Sophos Installer[966] [SMEAggregateInstallStrategy.m:71] "installer.localPayload.cacheManifestComponents" success: YES
    5/8/15 8:12:49 AM Sophos Installer[969] [SMEProcessStopStrategy.m:190] Service Manager failed while stopping managed daemons (
    "com.sophos.intercheck",
    "com.sophos.scan"
    ).
    5/8/15 8:12:49 AM Sophos Installer[969] [SMEAggregateInstallStrategy.m:71] "receiptService.removeComponents.stopProcesses" success: YES
    5/8/15 8:12:49 AM Sophos Installer[969] [SMEAggregateInstallStrategy.m:71] "receiptService.removeComponents.removeFiles" success: YES
    5/8/15 8:12:49 AM Sophos Installer[969] [SMEReceiptServiceStrategy.m:254] "receiptService.removeComponents" success: YES
    5/8/15 8:12:49 AM Sophos Installer[966] [SMEAggregateInstallStrategy.m:71] "installer.localPayload.remoteRemove" success: YES
    5/8/15 8:12:50 AM Sophos Installer[966] [SMEAggregateInstallStrategy.m:71] "installer.localPayload.installComponents" success: YES
    5/8/15 8:12:50 AM Sophos Installer[966] [SMEProcessStartStrategy.m:273] Service Manager failed while evaluating managed daemons [com.sophos.intercheck, com.sophos.scan].
    5/8/15 8:12:50 AM Sophos Installer[966] [SMEAggregateInstallStrategy.m:71] "installer.localPayload.processStart" success: NO
    5/8/15 8:12:50 AM Sophos Installer[966] [SMEAggregateInstallStrategy.m:71] "installer.writeReceipt" success: NO
    5/8/15 8:12:50 AM Sophos Installer[966] [SMEInstallController.m:562] "installer" success: NO
    5/8/15 8:12:50 AM Sophos Installer[969] [SMEInstallController.m:562] "receiptService" success: YES
    5/8/15 8:12:50 AM [0x0-0x7c07c].com.sophos.macendpoint.InstallationDeployer[961] The installation was successful.
    5/8/15 8:12:51 AM Sophos Installer[966] [SMEInstallationStatusService.m:227] Internal error. The current state is an active state but the main thread has completed.

    Thanks in advance for your help,

    J

    :1020827
Reply
  • 0

    Hi Serranonymous,

    Thank you for your reply, and sorry for my delay - I thought I would receive an email notification once I rceived a reply.

    I followed your instructions on how to check the install log. When I check the "/private/var/log", nothing is displayed, but I am able to find the log under "All Messages".

    Please see below for the install log. I've bolded three instances where the response is "NO", and one instance where it states the installation is successful, although the notification from the installer states otherwise (please see screenshot below):

    5/8/15 8:12:33 AM InstallationDeployer[961] *** __NSAutoreleaseNoPool(): Object 0x1001122e0 of class NSCFString autoreleased with no pool in place - just leaking

    5/8/15 8:12:33 AM InstallationDeployer[961] *** __NSAutoreleaseNoPool(): Object 0x1001160d0 of class NSPathStore2 autoreleased with no pool in place - just leaking
    5/8/15 8:12:43 AM authexec[966] executing /Users/johntastepe/Downloads/savosx_he_r (1)/Sophos Anti-Virus Home Edition.app/Contents/MacOS/tools/InstallationDeployer
    5/8/15 8:12:44 AM Sophos Installer[966] [SMEInstallController.m:209] Installing he version 9.2.2
    5/8/15 8:12:45 AM Sophos Installer[966] [SMEInstallController.m:667] Upgrading the "he" product
    5/8/15 8:12:45 AM Sophos Installer[966] [SMEAggregateInstallStrategy.m:71] "installer.prepare.stopProcesses" success: YES
    5/8/15 8:12:45 AM Sophos Installer[966] [SMEAggregateInstallStrategy.m:71] "installer.prepare.removeComponents" success: YES
    5/8/15 8:12:45 AM Sophos Installer[966] [SMEAggregateInstallStrategy.m:71] "installer.prepare.removeKeychains" success: YES
    5/8/15 8:12:46 AM Sophos Installer[969] [SMEInstallController.m:221] Starting receipt service for he version 9.2.2
    5/8/15 8:12:47 AM Sophos Installer[969] [SMEReceiptServiceStrategy.m:194] Fix plan is empty. Nothing to fix
    5/8/15 8:12:47 AM Sophos Installer[966] [SMEBuildInstallPlanStrategy.m:189] Install plan:
    components: [data]
    daemons: []
    managed daemons: [com.sophos.intercheck, com.sophos.scan]
    agents: []
    5/8/15 8:12:47 AM Sophos Installer[966] [SMEAggregateInstallStrategy.m:71] "installer.localPayload.buildPlan" success: YES
    5/8/15 8:12:49 AM Sophos Installer[966] [SMEAggregateInstallStrategy.m:71] "installer.localPayload.cacheManifestComponents" success: YES
    5/8/15 8:12:49 AM Sophos Installer[969] [SMEProcessStopStrategy.m:190] Service Manager failed while stopping managed daemons (
    "com.sophos.intercheck",
    "com.sophos.scan"
    ).
    5/8/15 8:12:49 AM Sophos Installer[969] [SMEAggregateInstallStrategy.m:71] "receiptService.removeComponents.stopProcesses" success: YES
    5/8/15 8:12:49 AM Sophos Installer[969] [SMEAggregateInstallStrategy.m:71] "receiptService.removeComponents.removeFiles" success: YES
    5/8/15 8:12:49 AM Sophos Installer[969] [SMEReceiptServiceStrategy.m:254] "receiptService.removeComponents" success: YES
    5/8/15 8:12:49 AM Sophos Installer[966] [SMEAggregateInstallStrategy.m:71] "installer.localPayload.remoteRemove" success: YES
    5/8/15 8:12:50 AM Sophos Installer[966] [SMEAggregateInstallStrategy.m:71] "installer.localPayload.installComponents" success: YES
    5/8/15 8:12:50 AM Sophos Installer[966] [SMEProcessStartStrategy.m:273] Service Manager failed while evaluating managed daemons [com.sophos.intercheck, com.sophos.scan].
    5/8/15 8:12:50 AM Sophos Installer[966] [SMEAggregateInstallStrategy.m:71] "installer.localPayload.processStart" success: NO
    5/8/15 8:12:50 AM Sophos Installer[966] [SMEAggregateInstallStrategy.m:71] "installer.writeReceipt" success: NO
    5/8/15 8:12:50 AM Sophos Installer[966] [SMEInstallController.m:562] "installer" success: NO
    5/8/15 8:12:50 AM Sophos Installer[969] [SMEInstallController.m:562] "receiptService" success: YES
    5/8/15 8:12:50 AM [0x0-0x7c07c].com.sophos.macendpoint.InstallationDeployer[961] The installation was successful.
    5/8/15 8:12:51 AM Sophos Installer[966] [SMEInstallationStatusService.m:227] Internal error. The current state is an active state but the main thread has completed.

    Thanks in advance for your help,

    J

    :1020827
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