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Sophos Endpoint Protection Installer - Installation failed

Hi everyone

I work in a corporate environment where we've been using Sophos Central and Endpoint with InterceptX for quite a while now.

However, the new SophosSetup.exe (downloaded on Sophos Central) generates some troubles. We are unable to manual install Sophos Endpoint Protection on any Windows 10 desktops or laptops on the first run.

 

But if we run the .exe once again, a restart required messages will be shown, but the installation succeed

  

First run :
C:\Program Files (x86)\Sophos > Folder is empty

SophosCloudInstaller_20180417_093457
….
2018-04-17T09:34:59.0987653Z INFO : System Property Check: HostnameLength - PASSED
2018-04-17T09:34:59.1618150Z INFO : Running System Property Check: GroupNameLength ...
2018-04-17T09:34:59.1618150Z INFO : System Property Check: GroupNameLength - PASSED
2018-04-17T09:34:59.2240578Z INFO : Running System Property Check: IsAdministrator ...
2018-04-17T09:34:59.2240578Z INFO : System Property Check: IsAdministrator - PASSED
2018-04-17T09:34:59.2864591Z INFO : Running System Property Check: PendingReboots ...
2018-04-17T09:35:03.6788155Z INFO : Cleaning up extracted files
2018-04-17T09:35:06.0098583Z ERROR : Exception: ReadFile failed: 109

Log after relaunch sophossetup.exe

2018-04-17T09:35:08.8074851Z INFO : System Property Check: HostnameLength - PASSED
2018-04-17T09:35:08.8700787Z INFO : Running System Property Check: GroupNameLength ...
2018-04-17T09:35:08.8700787Z INFO : System Property Check: GroupNameLength - PASSED
2018-04-17T09:35:08.9325110Z INFO : Running System Property Check: IsAdministrator ...
2018-04-17T09:35:08.9325110Z INFO : System Property Check: IsAdministrator - PASSED
2018-04-17T09:35:08.9949392Z INFO : Running System Property Check: PendingReboots ...
2018-04-17T09:35:08.9949392Z WARNING : System Property Check: System PendingReboots - FAILED
2018-04-17T09:35:09.0575890Z INFO : Running System Property Check: PrimaryDriveSpace ...
2018-04-17T09:35:09.0575890Z INFO : Enough space: 226224 Mb
2018-04-17T09:35:09.0575890Z INFO : System Property Check: PrimaryDriveSpace - PASSED
2018-04-17T09:35:09.1200712Z INFO : Running System Property Check: MsXml ...
2018-04-17T09:35:09.1200712Z INFO : System Property Check: MsXml - PASSED
2018-04-17T09:35:09.1826096Z INFO : Running System Property Check: NotFirewall ...
2018-04-17T09:35:09.1826096Z INFO : System Property Check: NotFirewall - PASSED
2018-04-17T09:35:09.2450291Z INFO : Running System Property Check: NotHitmanProAlertIncompatible ...
2018-04-17T09:35:09.2450291Z INFO : No HitmanPro.Alert Installed

And if we try to install with cmd it won’t work at all
SophosSetup.exe" --products=antivirus;intercept --quiet

 

Is anyone else having the same issue? Thanks for your support.

 

BR

Dominic



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  • The computer is waiting for a reboot.

    My temp solution is to delete following value:

    reg delete "HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control\Session Manager" /v PendingFileRenameOperations /f

     

    This is how the installation works without any problems. But this can not be the definitive solution.

  • Hi Stefan Burri,

    It seems a common warning. One the below can be followed to proceed with the installation.

    Option 1 (recommended):

    •  Reboot the system before the installation is started.

    Option 2 (should only be used when Solution 1 has not been successful):

    • Temporarily rename the PendingFileRenameOperations value (select the "PendingFileRenameOperations" item and press 'F2' or right click and select 'Rename') to PendingFileRenameOperations_Backup before starting the SafeGuard Enterprise Client installation. 

      Rename it back to the original value after the SafeGuard Enterprise Client installation (incl. SafeGuard Enterprise Client Configuration package and successive reboot) completed.

    Option 3 - If this error occurs and the registry key is not present.

    • Open Windows Explorer and check to see if the hidden system folder "config.msi" exists. If so, clean up the contents of this folder and then delete the folder.

    Regards,

    Gowtham Mani
    Community Support Engineer | Sophos Technical Support

    Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.

  • Hi Stefan, 

    the Sophos Central Endpoint Installer is just a pain, i was in pretty much the same situation. The installer stops and doesn't say why. The only error i had in my 'C:\ProgramData\Sophos\CloudInstaller\Logs\SophosCloudInstaller_20181024_120122.log' was:

    ERROR : Exception: Setup program failed with code: 1

    So what i did was browsing other posts and i found another message saying i should check if '%USERPROFILE%\AppData\Local\Temp' is accessible. It was, so that wasn't the problem. The folder however has a lot of other logfiles created during installation so i checked them and the last file created was 'Sophos Anti-Virus Install Log_181024_055519.txt' with following lines:

    2018-10-24 19:55:19 ERROR: Unable to remove competitor Anti-Virus.
    2018-10-24 19:55:19 FAILED: Unable to install Sophos Anti-Virus

    Ok, but why and what? Luckily there is another file called 'avremove.log':

    24 Oct 2018 12:02:23 Info: Detected Panda Endpoint Agent version 15.x, 17.x
    24 Oct 2018 12:02:23 Info: Detected Panda Agent version all
    24 Oct 2018 12:02:24 Info: ==============================================
    24 Oct 2018 12:02:24 Failure: There were products detected, but some cannot be removed by this version of the tool

    Panda wasn't installed anymore but they provide something like a removal tool so i just downloaded that, and it finally fixed my problem. I had different reasons causing the installer to stop like no access to registry keys and stuff like that.

    Maybe you'll find some other logs fixing your problem.

    @Sophos why can't you just add that little peace of "can't install because of a competitor anti-virus can't be removed" information to the client or whatever is the cause. Would save a lot of time for some of us. And we would have a lot more happy customers.

  • Hi DKR,

    Thank you for bringing this up to our notice. Although we have specific installer codes that should specifically indicate the type of interruption our installer stumbles upon, we are sorry to hear that this has not been the case. Kindly please let me know if you are still facing the issues and I shall assist you further with log analysis and gather more information on the same.

    In case you would like to know more about our installation logs created by every component chronologically as they get installed, This KBA should give you their location and log names.

    Regards,

    Adithyan Thangaraj
    Community Support Engineer | Sophos Technical Support

    Knowledge Base  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.