Sophos Central Cloud setup has stopped working

Question

Started C:\Users\ADMINI~1\AppData\Local\Temp\sfl-dd9bb200\Setup.exe 2018-08-02T10:59:59.2564392Z INFO : SophosInstall command line: "C:\Users\ADMINI~1\AppData\Local\Temp\sfl-dd9bb200\Setup.exe" 2018-08-02T10:59:59.2564392Z INFO : Command line: Quiet mode on: 0 2018-08-02T10:59:59.2564392Z INFO : Command line: Automatic Proxy detection disabled: 0 2018-08-02T10:59:59.2564392Z INFO : Command line: No feedback mode on: 0 2018-08-02T10:59:59.2564392Z INFO : Command line: Dump feedback enabled: 0 2018-08-02T10:59:59.2564392Z INFO : Command line: Bypass competitor removal: 0 2018-08-02T10:59:59.2574392Z INFO : Command line: Using CRT catalog file path: -- 2018-08-02T10:59:59.2574392Z INFO : Command line: Only register endpoint with Central: 0 2018-08-02T10:59:59.2574392Z INFO : Command line: Using custom server: -- 2018-08-02T10:59:59.2574392Z INFO : Command line: Using custom stage 2 filename: -- 2018-08-02T10:59:59.2574392Z INFO : Command line: Using cloud user: -- 2018-08-02T10:59:59.2574392Z INFO : Command line: Using cloud group: -- 2018-08-02T10:59:59.2584392Z INFO : Command line: Overriding computer name: -- 2018-08-02T10:59:59.2584392Z INFO : Command line: Overriding computer description: -- 2018-08-02T10:59:59.2584392Z INFO : Command line: Overriding domain name: -- 2018-08-02T10:59:59.2584392Z INFO : Command line: Language will be set to: -- 2018-08-02T10:59:59.2584392Z INFO : Command line: Using message relays: -- 2018-08-02T10:59:59.2584392Z INFO : Command line: Proxy address: -- 2018-08-02T10:59:59.2594392Z INFO : Command line: Proxy user name: -- 2018-08-02T10:59:59.2594392Z INFO : Command line: Using custom customer token: -- 2018-08-02T10:59:59.2594392Z INFO : Command line: Using specified products: -- 2018-08-02T10:59:59.2594392Z INFO : Command line: Using certificates from the MCS app data folder: 0 2018-08-02T10:59:59.2634392Z INFO : Sending HTTP 'GET' request to: full/central/windows/business/installer/latest.tar.gz 2018-08-02T10:59:59.2694392Z WARNING : WinHttpGetProxyForUrl returned: 12180 2018-08-02T10:59:59.2694392Z INFO : Attempting to connect using proxy '' of type 'Empty Proxy'. 2018-08-02T10:59:59.2704392Z INFO : Set security protocol: 00000800 2018-08-02T10:59:59.2704392Z INFO : Opening connection to downloads.sophos.com 2018-08-02T10:59:59.2714392Z INFO : Opened connection to downloads.sophos.com 2018-08-02T10:59:59.2724392Z INFO : Request content size: 0 2018-08-02T10:59:59.3954392Z INFO : Sending request 2018-08-02T10:59:59.3954392Z INFO : Request sent 2018-08-02T10:59:59.5434392Z INFO : Response status code: 200 2018-08-02T10:59:59.5444392Z INFO : Response data size: 1713226 2018-08-02T10:59:59.5444392Z INFO : trySendRequestThroughPotentialProxy returning response with status code: 200 2018-08-02T10:59:59.5464392Z INFO : Extracting files: 2018-08-02T10:59:59.5464392Z INFO : integrity.dat 2018-08-02T10:59:59.5474392Z INFO : manifest.dat 2018-08-02T10:59:59.5474392Z INFO : rootca.crl 2018-08-02T10:59:59.5484392Z INFO : rootca.crt 2018-08-02T10:59:59.5484392Z INFO : scf.dat 2018-08-02T10:59:59.5494392Z INFO : sof.dat 2018-08-02T10:59:59.5504392Z INFO : SophosSetup_Stage2.exe 2018-08-02T10:59:59.5734392Z INFO : sul.dll 2018-08-02T10:59:59.5914392Z INFO : Management Certs/sophosca1.crl 2018-08-02T10:59:59.5914392Z INFO : Management Certs/sophosca1.crt 2018-08-02T10:59:59.5924392Z INFO : Management Certs/sophosca2.crl 2018-08-02T10:59:59.5934392Z INFO : Management Certs/sophosca2.crt 2018-08-02T10:59:59.5934392Z INFO : Management Certs/Sophos_SHA256_MCS_Root_CA3_exp20380504.crl 2018-08-02T10:59:59.5944392Z INFO : Management Certs/Sophos_SHA256_MCS_Root_CA3_exp20380504.crt 2018-08-02T10:59:59.5944392Z INFO : Management Certs/Sophos_SHA256_MCS_Root_CA4_exp20390504.crl 2018-08-02T10:59:59.5954392Z INFO : Management Certs/Sophos_SHA256_MCS_Root_CA4_exp20390504.crt 2018-08-02T10:59:59.6394392Z INFO : Running setup. Started C:\Program Files (x86)\Sophos\CloudInstaller\SophosSetup_Stage2.exe 2018-08-02T10:59:59.7554392Z INFO : Stage 2 command-line options: 2018-08-02T10:59:59.7554392Z INFO : --- 2018-08-02T10:59:59.7554392Z INFO : Parent PID: 4036 2018-08-02T10:59:59.7564392Z INFO : Server: dzr-mcs-amzn-us-west-2-fa88.upe.p.hmr.sophos.com 2018-08-02T10:59:59.7564392Z INFO : Message relays: -- 2018-08-02T10:59:59.7564392Z INFO : Suppressing feedback: 0 2018-08-02T10:59:59.7564392Z INFO : Dump feedback to disk: 0 2018-08-02T10:59:59.7574392Z INFO : Register only: 0 2018-08-02T10:59:59.7574392Z INFO : Trail logging: 0 2018-08-02T10:59:59.7574392Z INFO : Command-line logging: 0 2018-08-02T10:59:59.7574392Z INFO : Bypassing competitor removal: 0 2018-08-02T10:59:59.7574392Z INFO : CRT catalog: -- 2018-08-02T10:59:59.7584392Z INFO : Language: -- 2018-08-02T10:59:59.7584392Z INFO : Log files: C:\ProgramData\Sophos\CloudInstaller\Logs\SophosCloudInstaller_20180802_105959.log 2018-08-02T10:59:59.7584392Z INFO : User: -- 2018-08-02T10:59:59.7584392Z INFO : Group: -- 2018-08-02T10:59:59.7594392Z INFO : Quiet: 0 2018-08-02T10:59:59.7594392Z INFO : Virtual appliance: 0 2018-08-02T10:59:59.7594392Z INFO : Proxy address: -- 2018-08-02T10:59:59.7594392Z INFO : Proxy user: -- 2018-08-02T10:59:59.7594392Z INFO : Overriding computer name: -- 2018-08-02T10:59:59.7604392Z INFO : Overriding computer description: -- 2018-08-02T10:59:59.7604392Z INFO : Overriding domain: -- 2018-08-02T10:59:59.7604392Z INFO : Disable proxy detection: 0 2018-08-02T10:59:59.7604392Z INFO : Customer Token Specified: d824106e-fe8b-4074-9c4d-5829095d5737 2018-08-02T10:59:59.7614392Z INFO : Products: all 2018-08-02T10:59:59.7614392Z INFO : Pipe write handle: 1148 2018-08-02T10:59:59.7614392Z INFO : MCS Certificates Folder: 0 2018-08-02T10:59:59.7614392Z INFO : MCS Customer Id: 7b6c3e25-9c9c-f4cf-ea42-c196b152cd15 2018-08-02T10:59:59.7624392Z INFO : Partner Id: -- 2018-08-02T10:59:59.7624392Z INFO : Customer Estate Id: -- 2018-08-02T10:59:59.7624392Z INFO : --- 2018-08-02T10:59:59.7644392Z INFO : User name: Administrator 2018-08-02T10:59:59.7644392Z INFO : GetUserNameEx/NameDnsDomain: The user name is not available in the specified format. Assuming non-Domain computer. 2018-08-02T10:59:59.7824392Z INFO : User profile loaded 2018-08-02T10:59:59.7824392Z INFO : Model::server value changed to: dzr-mcs-amzn-us-west-2-fa88.upe.p.hmr.sophos.com 2018-08-02T10:59:59.7824392Z INFO : Model::messageRelays value changed to be size: 0 2018-08-02T10:59:59.7834392Z INFO : Model::user value changed to: 2018-08-02T10:59:59.7834392Z INFO : Model::group value changed to: 2018-08-02T10:59:59.7834392Z INFO : Model::parentPid value changed to: 4036 2018-08-02T10:59:59.7834392Z INFO : Model::products changed to: all 2018-08-02T10:59:59.7844392Z INFO : Model::customer token value changed to: d824106e-fe8b-4074-9c4d-5829095d5737 2018-08-02T10:59:59.7844392Z INFO : MCS Crts: C:\Program Files (x86)\Sophos\CloudInstaller\Management Certs\sophosca1.crt,C:\Program Files (x86)\Sophos\CloudInstaller\Management Certs\sophosca2.crt,C:\Program Files (x86)\Sophos\CloudInstaller\Management Certs\Sophos_SHA256_MCS_Root_CA3_exp20380504.crt,C:\Program Files (x86)\Sophos\CloudInstaller\Management Certs\Sophos_SHA256_MCS_Root_CA4_exp20390504.crt 2018-08-02T10:59:59.7844392Z INFO : MCS CRLs: C:\Program Files (x86)\Sophos\CloudInstaller\Management Certs\sophosca1.crl,C:\Program Files (x86)\Sophos\CloudInstaller\Management Certs\sophosca2.crl,C:\Program Files (x86)\Sophos\CloudInstaller\Management Certs\Sophos_SHA256_MCS_Root_CA3_exp20380504.crl,C:\Program Files (x86)\Sophos\CloudInstaller\Management Certs\Sophos_SHA256_MCS_Root_CA4_exp20390504.crl 2018-08-02T10:59:59.7854392Z INFO : Model:: MCS customer id value changed to: 7b6c3e25-9c9c-f4cf-ea42-c196b152cd15 2018-08-02T10:59:59.7864392Z INFO : Beginning command definition. 2018-08-02T10:59:59.7864392Z INFO : Adding competitor detection command. 2018-08-02T10:59:59.7874392Z INFO : Adding command to register with Sophos cloud. 2018-08-02T10:59:59.7874392Z INFO : Adding command to download product suite. 2018-08-02T10:59:59.7874392Z INFO : Adding commands to uninstall existing products. 2018-08-02T10:59:59.7884392Z INFO : Adding command to retrieve policy. 2018-08-02T10:59:59.7884392Z INFO : Adding command to prepare for installation. 2018-08-02T10:59:59.7884392Z INFO : Adding command to install Sophos cloud. 2018-08-02T10:59:59.7884392Z INFO : Adding command to persist installation and download status. 2018-08-02T10:59:59.7894392Z INFO : Command definition complete. 2018-08-02T10:59:59.7894392Z INFO : Stage 1 version:1.1.19.0 2018-08-02T10:59:59.7894392Z INFO : Stage 2 version:1.4.24 2018-08-02T10:59:59.7904392Z INFO : OS version: 6.1.7601. 2018-08-02T10:59:59.7904392Z INFO : Service pack: 1.0. 2018-08-02T10:59:59.7904392Z INFO : System Language: 1033. 2018-08-02T10:59:59.7904392Z INFO : User Language: 1033. 2018-08-02T10:59:59.7914392Z INFO : 64 bit: yes. 2018-08-02T10:59:59.7914392Z INFO : FindMainWindow: pid=4036 2018-08-02T10:59:59.7914392Z INFO : Found window for process 2018-08-02T10:59:59.7914392Z INFO : Window is main window of process 2018-08-02T10:59:59.7914392Z INFO : ::EnumWindows stopped early; window found 2018-08-02T10:59:59.7924392Z INFO : _bestHandle=0003038A 2018-08-02T11:00:00.2134392Z INFO : Running System Property Check: VerifyTrust ... 2018-08-02T11:00:00.2684392Z INFO : System Property Check: VerifyTrust - PASSED 2018-08-02T11:00:00.3184392Z INFO : Running System Property Check: HostnameLength ... 2018-08-02T11:00:00.3204392Z INFO : Initialized Winsock subsystem 2018-08-02T11:00:00.3264392Z INFO : Valid hostname length 2018-08-02T11:00:00.3284392Z INFO : System Property Check: HostnameLength - PASSED 2018-08-02T11:00:00.3784392Z INFO : Running System Property Check: GroupNameLength ... 2018-08-02T11:00:00.3794392Z INFO : System Property Check: GroupNameLength - PASSED 2018-08-02T11:00:00.4304392Z INFO : Running System Property Check: IsAdministrator ... 2018-08-02T11:00:00.4304392Z INFO : System Property Check: IsAdministrator - PASSED 2018-08-02T11:00:00.4814392Z INFO : Running System Property Check: PendingReboots ... 2018-08-02T11:00:00.4824392Z INFO : System Property Check: PendingReboots - PASSED 2018-08-02T11:00:00.5334392Z INFO : Running System Property Check: PrimaryDriveSpace ... 2018-08-02T11:00:00.5344392Z INFO : Enough space: 66659 Mb 2018-08-02T11:00:00.5354392Z INFO : System Property Check: PrimaryDriveSpace - PASSED 2018-08-02T11:00:00.5854392Z INFO : Running System Property Check: MsXml ... 2018-08-02T11:00:00.5984392Z INFO : System Property Check: MsXml - PASSED 2018-08-02T11:00:00.6494392Z INFO : Running System Property Check: NotFirewall ... 2018-08-02T11:00:00.6504392Z INFO : System Property Check: NotFirewall - PASSED 2018-08-02T11:00:00.7014392Z INFO : Running System Property Check: NotHitmanProAlertIncompatible ... 2018-08-02T11:00:00.7024392Z INFO : No HitmanPro.Alert Installed 2018-08-02T11:00:00.7034392Z INFO : System Property Check: NotHitmanProAlertIncompatible - PASSED 2018-08-02T11:00:00.7534392Z INFO : Running System Property Check: NotInvincea ... 2018-08-02T11:00:00.7544392Z INFO : System Property Check: NotInvincea - PASSED 2018-08-02T11:00:00.8054392Z INFO : Running System Property Check: NotMessageRelay ... 2018-08-02T11:00:00.8064392Z INFO : RMS is not installed on the endpoint 2018-08-02T11:00:00.8074392Z INFO : System Property Check: NotMessageRelay - PASSED 2018-08-02T11:00:00.8574392Z INFO : Running System Property Check: NotNac ... 2018-08-02T11:00:00.8584392Z INFO : System Property Check: NotNac - PASSED 2018-08-02T11:00:00.9094392Z INFO : Running System Property Check: NotPatch ... 2018-08-02T11:00:00.9104392Z INFO : System Property Check: NotPatch - PASSED 2018-08-02T11:00:00.9614392Z INFO : Running System Property Check: NotPureMessageDomino ... 2018-08-02T11:00:00.9624392Z INFO : System Property Check: NotPureMessageDomino - PASSED 2018-08-02T11:00:01.0134392Z INFO : Running System Property Check: NotPureMessageExchangeWithAntiSpam ... 2018-08-02T11:00:01.0144392Z INFO : System Property Check: NotPureMessageExchangeWithAntiSpam - PASSED 2018-08-02T11:00:01.0654392Z INFO : Running System Property Check: NotSharePoint ... 2018-08-02T11:00:01.0664392Z INFO : System Property Check: NotSharePoint - PASSED 2018-08-02T11:00:01.1174392Z INFO : Running System Property Check: NotSecServer ... 2018-08-02T11:00:01.1184392Z INFO : System Property Check: NotSecServer - PASSED 2018-08-02T11:00:01.1694392Z INFO : Running System Property Check: NotSum ... 2018-08-02T11:00:01.1704392Z INFO : System Property Check: NotSum - PASSED 2018-08-02T11:00:01.2214392Z INFO : Running System Property Check: NotTamperProtected ... 2018-08-02T11:00:01.2224392Z INFO : Sophos Endpoint Defense is not installed 2018-08-02T11:00:01.2234392Z INFO : System Property Check: NotTamperProtected - PASSED 2018-08-02T11:00:01.2734392Z INFO : Running System Property Check: RAMSize ... 2018-08-02T11:00:01.2744392Z INFO : System Property Check: RAMSize - PASSED 2018-08-02T11:00:01.3244392Z INFO : Running System Property Check: SupportedOS ... 2018-08-02T11:00:01.3254392Z INFO : Running on workstation. 2018-08-02T11:00:01.3264392Z INFO : System Property Check: SupportedOS - PASSED 2018-08-02T11:00:01.3764392Z INFO : Running System Property Check: ValidTempDirectory ... 2018-08-02T11:00:01.3774392Z INFO : Temp folder exists. 2018-08-02T11:00:01.3784392Z INFO : System Property Check: ValidTempDirectory - PASSED 2018-08-02T11:00:01.4284392Z INFO : Running System Property Check: ValidServer ... 2018-08-02T11:00:01.4294392Z INFO : System Property Check: ValidServer - PASSED 2018-08-02T11:00:01.4794392Z INFO : Running System Property Check: ValidDeploymentInfo ... 2018-08-02T11:00:01.4814392Z INFO : Current Time: 2018-08-02T11:00:01.480000 2018-08-02T11:00:01.4834392Z INFO : This computer is part of the domain madhead 2018-08-02T11:00:01.4844392Z INFO : Domain Name: madhead 2018-08-02T11:00:01.4844392Z INFO : Computer Name: MHHKE46A 2018-08-02T11:00:01.4854392Z INFO : Computer Description is not available. 2018-08-02T11:00:01.4864392Z INFO : Operating System: WIN7 2018-08-02T11:00:01.4874392Z INFO : ProductType: 48 2018-08-02T11:00:01.4924392Z INFO : Last logged on user was: MHHKE46A\Administrator 2018-08-02T11:00:01.5064392Z INFO : Fully Qualified Domain Name: MHHKE46A.ad.madhead.com 2018-08-02T11:00:01.5074392Z INFO : Processor architecture: x64 2018-08-02T11:00:01.5084392Z INFO : OS Major Version: 6 and OS Minor Version: 1 2018-08-02T11:00:01.5084392Z INFO : Friendly OS Name: WIN7 2018-08-02T11:00:01.5094392Z INFO : Is server?: 0 2018-08-02T11:00:01.5134392Z INFO : Sending HTTP 'POST' request to: sophos/management/ep/install/deployment-info 2018-08-02T11:00:01.5274392Z WARNING : WinHttpGetProxyForUrl returned: 12180 2018-08-02T11:00:01.5284392Z INFO : Attempting to connect using proxy '' of type 'Empty Proxy'. 2018-08-02T11:00:01.5294392Z INFO : Set security protocol: 00000800 2018-08-02T11:00:01.5294392Z INFO : Opening connection to dzr-mcs-amzn-us-west-2-fa88.upe.p.hmr.sophos.com 2018-08-02T11:00:01.5314392Z INFO : Sending request for connection confirmation through potential proxy 2018-08-02T11:00:01.5324392Z INFO : Request content size: 0 2018-08-02T11:00:02.1184392Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST 2018-08-02T11:00:02.1234392Z INFO : Certificate check succeeded 2018-08-02T11:00:02.1254392Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT 2018-08-02T11:00:02.3064392Z INFO : Response status code: 200 2018-08-02T11:00:02.3074392Z INFO : Response data size: 168 2018-08-02T11:00:02.3084392Z INFO : trySendRequestThroughPotentialProxy returning response with status code: 200 2018-08-02T11:00:02.3094392Z INFO : Request content size: 1028 2018-08-02T11:00:02.3104392Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST 2018-08-02T11:00:02.3144392Z INFO : Certificate check succeeded 2018-08-02T11:00:02.3154392Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT 2018-08-02T11:00:02.5114392Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST 2018-08-02T11:00:02.5154392Z INFO : Certificate check succeeded 2018-08-02T11:00:02.5164392Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT 2018-08-02T11:00:02.5174392Z INFO : Response status code: 200 2018-08-02T11:00:02.5184392Z INFO : Response data size: 403 2018-08-02T11:00:02.5194392Z INFO : Parsing message received for deployment token: {"registrationToken":"eee1e673e9882aaaf8d88ce31aae395b61e97cabbfdfb93081b79646c4c5c0ef","products":[{"product":"INTERCEPT","reasons":["UNLICENSED"],"supported":false},{"product":"ENDPOINT_ADVANCED","reasons":[],"supported":true},{"product":"DEVICE_ENCRYPTION","reasons":["UNSUPPORTED_OS_VERSION","UNLICENSED"],"supported":false},{"product":"FILE_ENCRYPTION","reasons":["UNLICENSED"],"supported":false}]} 2018-08-02T11:00:02.5204392Z INFO : Model::token value changed to: eee1e673e9882aaaf8d88ce31aae395b61e97cabbfdfb93081b79646c4c5c0ef 2018-08-02T11:00:02.5214392Z INFO : Licenses available: ENDPOINT_ADVANCED 2018-08-02T11:00:02.5714392Z INFO : Running System Property Check: InstallationInProgress ... 2018-08-02T11:00:02.5724392Z INFO : System Property Check: InstallationInProgress - PASSED 2018-08-02T11:00:02.6224392Z INFO : Running System Property Check: SafeGuardEncryption ... 2018-08-02T11:00:02.6234392Z INFO : Entered installedProductCode, upgradeCode={BA2F47D3-1C17-40E7-8DE7-1CD733442B6C} 2018-08-02T11:00:02.6244392Z INFO : Product is not installed 2018-08-02T11:00:02.6254392Z INFO : Entered installedProductCode, upgradeCode={C48CCEDE-A264-411F-AB82-BC9D67B8344B} 2018-08-02T11:00:02.6264392Z INFO : Product is not installed 2018-08-02T11:00:02.6264392Z INFO : licensesContainFeature(FILE_ENCRYPTION): false 2018-08-02T11:00:02.6274392Z INFO : licensesContainFeature(DEVICE_ENCRYPTION): false 2018-08-02T11:00:02.6284392Z INFO : System Property Check: SafeGuardEncryption - PASSED 2018-08-02T11:00:06.1594392Z INFO : Starting installation process. 2018-08-02T11:00:06.1634392Z INFO : About to execute command: CompetitorDetector 2018-08-02T11:00:06.1714392Z ERROR : Controller::Install failed: Could not connect. Error code = 0x80070433
 2018-08-02T11:00:35.3634392Z INFO : Cleaning up extracted files 2018-08-02T11:00:35.3944392Z ERROR : Exception: ReadFile failed: 109

Barb@Sophos · Answer

Hello IT Admin27, I reviewed the logs and noticed that the Competitor removal entry is from April, was that the time when you deleted the registry key? 13 Apr 2018 13:38:20 Info: Starting removal of Microsoft Security Client version 4.5.x, 4.8.0204.0 13 Apr 2018 13:38:20 Info: Creating new process C:\Windows\system32\MsiExec.exe /X {D9FCBAAE-DB72-488B-96D0-0AA3C892C0D6} /q REBOOT=ReallySuppress 13 Apr 2018 13:39:29 Info: Removal process ended normally: exit code 1603 13 Apr 2018 13:39:29 Failure: Removal of Microsoft Security Client version 4.5.x, 4.8.0204.0 failed 13 Apr 2018 13:39:29 Failure: Return code 1603 Please ensure that there are no leftovers for Ms Essentials on the system (you may need to use a Microsoft tool to fully remove Microsoft essentials). Did you get a chance to check if the Windows Firewall service was up and running? You could also try running the installer using the parameter to ignore CRT: No Competitor Removal --nocompetitorremoval Does not attempt to automatically remove competitors. Please find the details below: Sophos Central Endpoint: Installer command line options 
 Let me know if that makes a difference. 
 Regards,