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Failed to install savxp: uninstalling an older product failed.

skyisbluescreen

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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  • 0 in reply to Jiri Hadamek

    Hi  

    Can you please click on About > Open Endpoint Self Help Tool > Services and check which services are not running? Do you see any components which are not installed? 

    Thanks,
    Yashraj Singha
    Manager | Global Community Support
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  • 0 in reply to Yashraj S

    All services ARE running

    and

     

    ALL services ARE installed.

     

     

  • 0 in reply to Jiri Hadamek

    Yep, same here.

    Console:

    " Failed to install savxp: uninstalling an older product failed."

     

    Log:

    "WARN  Failed to install product E17FE03B-0501-4aaa-BC69-0129D965F311 10.8.7.1000."

     

    Version agent: 10.8.6 VE3.78.5

  • 0 in reply to Nec1or

    Can you find (and attach) the install and uninstall logs of SAV in \windows\temp\ (if this is an AutoUpdate initiated install attempt) or under %temp% if you are performing an install with say the Sophos Central installer they would be under %temp%.

  • 0 in reply to jak

    Hi jak,

     

    Here is it what I found:

    Sophos Anti-Virus Major Install Log

    https://pastebin.com/fdBLBRf7

     

    Sophos Anti-Virus Uninstall log

    https://pastebin.com/N83VsS2J

     

    SophosUpdate log when I initialization update from Console, maybe could help as well

    https://pastebin.com/W1zLQf6r 

  • +1 in reply to Nec1or

    Seeing error 1612 on SAV uninstall and install logs. The uninstall process is looking for the MSI which is missing in this path: C:\WINDOWS\Installer\60e64.msi.

    You can try uninstalling Sophos using the SophosZap tool, and then reinstall Sophos.

  • 0 in reply to Nec1or

    The install is finding a version of Sophos Anti-Virus installed (ProductCode - BEEB46C0-1983-4DF2-AD40-8C464842DF24) which appears to be broken:

    2020-06-15 10:26:49 There is an incomplete SAV installation, forcing a Major Update to recover
    2020-06-15 10:26:49 Info: Performing major update of Sophos Anti-Virus using msi.
    2020-06-15 10:26:49 Info: Update is signalled.
    2020-06-15 10:26:49 In KB2918614Workaround().
    2020-06-15 10:26:49 Leaving KB2918614Workaround().
    2020-06-15 10:26:49 Product code of SAV currently installed: {BEEB46C0-1983-4DF2-AD40-8C464842DF24}
    2020-06-15 10:26:49 Product code of SAV to be installed: {D89312B9-A62F-4FF1-A7E9-077D4C4FE002}

    It is then starting the uninstall of it:

    2020-06-15 10:26:58 Info: Uninstall SAV
    2020-06-15 10:26:58 Unable to delete registry key: SOFTWARE\Sophos\Telemetry\Plugins!
    2020-06-15 10:26:58 Info: Running Uninstall of previous version using command line: msiexec.exe /x {BEEB46C0-1983-4DF2-AD40-8C464842DF24} REBOOT=ReallySuppress /qn UNINSTALLDRIVERS=0 UNINSTALLCLASSFILTER=0 UNINSTALLBOOTDRIVERS=1 UNINSTALLKMSDRIVERS=1 CHECKFORSCF=0 INSTALLINGVERSION="10.8.7.1000" /Lvp "C:\WINDOWS\TEMP\Sophos Anti-Virus Uninstall Log_200615_082658.txt"
    2020-06-15 10:26:58 Info: Finished waiting for Uninstallation of previous version. Status returned was 0l.
    2020-06-15 10:26:58 WARNING: SAV uninstall failed with error 1612

    The issue is, the uninstall is failing with1612, which is ERROR_INSTALL_SOURCE_ABSENT.  So there is no cached MSI for the product code BEEB46C0-1983-4DF2-AD40-8C464842DF24.

    The easiest thing at this point is probably to run SophosZap - https://community.sophos.com/products/endpoint-security-control/b/blog/posts/sophos-zap-is-now-available The alternative is trying to piece together a number of files from another computer.

    Regards,
    Jak

     

     

     

     

  • 0 in reply to Yashraj S

    Soory to bother you, but ALL services are installed, ale services ARE running - after several reinstall and restarts.

    Only Erro message in CLIENT UI remains.

     

    IF I erase Sophos Health database, error message is missing.  We have repaired cca 10 PCs in this way AND now all our PC/NB have a new version and NO problem.

    I cannot add any info now. Only if the problem appear again I will send you as many logs and details as possible.

     

    Sorry for that - we were in urgent situation to NOT have this error displayed in UI (management requirement).

  • 0 in reply to DianneY

    Well yes, this method works. But it isn't good way to fix this issue :(

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