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Unistall and install error: STUCK..

WalterVan Steen

Hi,

Im doing some tests with Sophos cloud. I'm on trial as we speak.

I have intalled the endpoint with no problem.

I tried to unistall it but it seems I did not unistall the 5 'add/remove program' entries in the right order.
Now i'm stuck because i still see Sophos entries in my 'add/remove program' (Sophos AV and Sophos Diagnostic) and in the running services.

I even cannot install it again as the installer fails. 

16/11/2015,13:10:21,Information,Searching for third-party security software.,
16/11/2015,13:10:23,Information,Return Code 10 from third-party security software removal tool.,
16/11/2015,13:10:23,Information,No third-party security software found.,
16/11/2015,13:10:23,Information,Installing MSI...,
16/11/2015,13:10:23,Information,Remove old SAV...,
16/11/2015,13:10:23,Information,Uninstallation of Sophos Anti-Virus returned exitcode: 1603,
16/11/2015,13:10:23,ERROR,The uninstallation of Sophos Anti-Virus failed. Installation of Sophos Endpoint Security and Control has failed.,
16/11/2015,13:10:25,Information,Sending EBS feedback to Sophos...,

Is there any wipe tool available to clean this out? Then I can start over.

Thank you!

rgrds,

Walter



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  • 0
    The following Microsoft Tool can be used to remove those components. Please follow the instructions below and post your results:

    Do the following:
    WARNING: THE OS MUST HAVE THE LATEST SERVICE PACK for the msfixit tool to run.

    >Open Microsoft Fixit website - support.microsoft.com/.../program_install_and_uninstall
    >Start the tool (Run now)
    >Select "Detect problem and let me select the fix to apply"
    >Click on "Uninstalling"
    >Select Sophos Anti-virus from the list
    >If Sophos Anti-Virus, Sophos AutoUpdate or Sophos Remote Management are not in the list of programs you want to uninstall or if the removal fails then select the option "Not Listed" and click on "Next"
    >Enter the product codes of all of the components listed below that apply:
    --- Sophos Anti-Virus 9.x & 10.x: {9ACB414D-9347-40B6-A453-5EFB2DB59DFA}
    --- Sophos Anti-Virus 10.3.1: {4320988A-7DE0-478D-A38B-CE9509BCE320}
    --- Sophos Anti-Virus 10.3.2 and Above: {D929B3B5-56C6-46CC-B3A3-A1A784CBB8E4}
    >The computer will now reboot
  • 0 in reply to tk-421

    Hi,

    Thank you for your responce.

    I have checked the Fixit software from Microsoft but it seems its not compatible with windows10...

    We're sorry, but your operating system is not supported by Microsoft Fix it at this time.

    Do you have any other options I can try?

    rgrds,
    Walter

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  • 0 in reply to tk-421

    Hi,

    Thank you for your responce.

    I have checked the Fixit software from Microsoft but it seems its not compatible with windows10...

    We're sorry, but your operating system is not supported by Microsoft Fix it at this time.

    Do you have any other options I can try?

    rgrds,
    Walter

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