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Unable to re-install sophos Anti-Virus (Windows 10)

Paul Kempster

Hi everyone,

 

I'm having a real problem with one of my Windows 10 PC's.... I'm using Sophos antivirus on 4 home PC's but a few days ago one of them said 'you are not protected' and the 'automatic virus protection' was off and couldn't be switched back on so I uninstalled the software to re-install it but it just wont re-install, forever throwing up the same error each time. I have followed the advice in this forum where other people had similar problems, removed the registry keys as suggested but still have the error. Please help!

 

Here is a copy of the log when the installation fails.

 

21/11/2016,10:54:41 AM,Information,------------------ Beginning installation of Sophos Anti-Virus and AutoUpdate ------------------,
21/11/2016,10:54:41 AM,Information,Setup version 3.1.4.3,
21/11/2016,10:54:41 AM,Information,Command line: c:\users\dan\appdata\local\temp\sophos_bootstrap_20161121025425\setup.exe -server dzr-mcs-amzn-us-east-1-h0m3.upe.p.hmr.sophos.com -token ***************** -producttype 1,
21/11/2016,10:54:41 AM,Information,Process security set successfully,
21/11/2016,10:54:41 AM,Information,Setup program was run from C:\Users\Dan\AppData\Local\Temp\sophos_bootstrap_20161121025425,
21/11/2016,10:54:41 AM,Information,Checking if Sophos Anti-Virus or Sophos AutoUpdate are installed...,
21/11/2016,10:54:41 AM,ERROR,There was an unexpected problem with the installation of Sophos Home. Details: Unexpected product state 2 for product with code {D929B3B5-56C6-46CC-B3A3-A1A784CBB8E4},
21/11/2016,10:54:42 AM,Information,------------------ Installation program finishing with code 114 ------------------,

 

Thanks in advance,

 

Paul.



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  • 0

    Hello Paul,

    removed the registry keys
    you mean the ones mentioned here and they are indeed no longer present?

    Christian

  • 0 in reply to QC

    Hi Christian, Yes, they are no longer present. I also removed everything I could find to do with 'sophos' including any and all folders and files. As far as I can tell theres nothing left anywhere and yet when the installer is run, It extracts to a temp folder and then immediately displays an error box followed by the included log file from my previous post.

     

    Thanks,

     

    Paul.

     

  • 0 in reply to Paul Kempster

    Hello Paul,

    product state 2 refers to Windows Installer information that resides in the registry. If you hav not yet done so please search (the whole registry) for (just) {D929B3B5-56C6-46CC-B3A3-A1A784CBB8E4} and also 5B3B929D6C65CC643B3A1A7A48BC8B4E. If there's no match I wonder from where setup deduces this product state. Monitoring the Sophos Home installer with Process Monitor might give a hint.

    Christian   

  • 0 in reply to QC

    Hi Christian,

     

    I double checked and re-searched for both of those and neither of them came up with anything, just as before. I also installed Process Monitor and re-launched the installer which ended with the same error box. After scrolling through a long log list of the monitor, nothing jumps out. It was nearly completely full of "success" with some "Does not exist" in there but no "Failed" or anything so I'm none the wiser. Before this all happened the software was working on this machine for a long period of time, Its only when I uninstalled and then tried to re-install that this very annoying error has surfaced. Anything else you can suggest?

     

    Thanks again.

     

    Paul.

  • 0 in reply to Paul Kempster

    Hello Paul,

    full of "success" with some "Does not exist" in there but no "Failed"
    [:D] well, the bootstrapper returns failure precisely because the search for a certain item (likely it's a registry key or value) succeeds instead of failing. Filter registry SUCCESS accesses by the bootstrapper process, work bottom up regarding especially Installer related keys. Feel free to post the (filtered) monitor output here if nothing's obvious.

    Christian

  • 0 in reply to QC

    Ok, I'll give that I try. If I don't see anything obvious I'll post a filtered copy up here.

     

    So to confirm, I want to look at all the "Success" accesses from the bootstrapper process looking for something wrong? Especially installer related keys... have I got that right?

     

    Thanks.

  • 0 in reply to Paul Kempster

    Hello Paul,

    look at all the "Success" accesses from the bootstrapper process looking for something wrong
    right (forgive the pun), so it is. Simplified put, among other things the bootstrapper looks for the key Sophos-this-or-that is installed. If it gets a NOT_FOUND this Sophos component is not installed and everything is fine. If the result is SUCCESS then a component is (still) installed and therefore the install fails.

    Christian   

Reply
  • 0 in reply to Paul Kempster

    Hello Paul,

    look at all the "Success" accesses from the bootstrapper process looking for something wrong
    right (forgive the pun), so it is. Simplified put, among other things the bootstrapper looks for the key Sophos-this-or-that is installed. If it gets a NOT_FOUND this Sophos component is not installed and everything is fine. If the result is SUCCESS then a component is (still) installed and therefore the install fails.

    Christian   

Children
  • 0 in reply to QC

    Ok, Sophos has finally been successfully reinstalled! I did as you suggested and made my way through the list but didn't see anything. I was going to upload the log here when I came across a Sophos removal .bat file which someone had created. After running the bat file the installer went ahead and installed without any problems so evidently, I must have missed something somewhere which was removed with the bat file.

     

    The .bat file came from https://blog.ed.gs/2014/01/17/sophos-removal/ . If links are not allowed then please feel free to remove it, I just put it up here in case anybody else was facing the same kind of issues as I had because running this will save you a lot of time and headache.

     

    Thanks again for all your help Christian, We got there in the end!

     

    Paul.

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