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Installation failed. Could not download software?

Solomon Horn

I'm trying to install Sophos endpoint on a device but it keeps stopping at the download section with the below error message:


Installation failed. Could not download software.

 

 

Any ideas of what could be causing this?



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  • 0

    Can you attach the installer log file?  It's under:
    \programdata\sophos\cloudinstaller\logs\

    Regards,
    Jak

  • 0 in reply to jak

    This seems to be the trouble:

     

    2018-05-21T20:34:04.0299587Z ERROR : DownloadCommand::onRun() failed with std::exception: Could not create directory: 048AED04, error: 5
    2018-05-21T20:34:04.0299587Z INFO : Command 'Download' completed with failure with reboot code '0' and error message 'Could not download software'.
    2018-05-21T20:34:04.0299587Z ERROR : Installation failed.


    I've rebooted twice though. So I'm not sure what the pending reboot could be?

  • 0 in reply to Solomon Horn

    Hi Solomon Horn,


    Can you check the following factors and share more entries of the log or attach the entire log file.

    • Check if the license is not expired.
    • If the logged in user has permission or any GPO settings on the permissions?
    • Any firewall or proxy setting in the network? Check this KBA. 

    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.

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