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Failed to install savxp: uninstalling an older product failed.

Most likely Post WINDOWS Monthly Patch Installation, Sophos status is broken.

We started the Windows updates rollout this week and already have multiple devices with this issues now.

Ex- This device was all okay once the update was installed and rebooted Sophos events shows this error.

Anyone else with this problem?



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  • Hi  

    Would you please suggest what is the exact error it is showing under the events? 

    Shweta

    Community Support Engineer | Sophos Technical Support
    Support Videos | Product Documentation@SophosSupport | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.

     

  • Hello there,

    I have updated the Event log in the post. All the machines show the below error :

    Jun 3, 2020 1:54 PM
    Failed to install savxp: uninstalling an older product failed.

     

    Everything was normal in these devices Sophos was working fine perfectly. However there was 1903 installed they rebooted and boom Sophos AV service goes missing and other ones too.

    Hoping someone from the community can help me through.

     

    ------------------------------------------------------------------

    I have tried Support:Here is what happens

    SDU Logs shared for impacted PC's

    Request us back to re install

    We Do, and Still same problem.

    We Report back, they connect and run a PS SCRIPT or BATCH to remove Sophos, Still issue persists after re install

    Request to Re Install the OS

    -------------------------------------

  • Hi  

    Have you tried removing the older version of Anti-virus present using the Sophos ZAP tool? Kindly PM me the case number that you have already registered, so that I can review a few logs. 

    Shweta

    Community Support Engineer | Sophos Technical Support
    Support Videos | Product Documentation@SophosSupport | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.

     

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