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Sophos Endpoint Installer - Installation failed. Could not download software.

Jonathan Dunnett

We have attempted to re-install Sophos on one of our endpoints, but during the install process, it fails saying it could not download the software.

I have cleared out the files under \ProgramData\Sophos, run sfc /scannow and cleared out old/duplicate enteries in Sophos Central admin for that PC in question.

The logs from the cloudinstaller folder are here: https://pastebin.com/Py1Z41nG

Any ideas what is causing the issue?

Thanks,

John



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  • 0

    Hi Jonathan,

    Is the Sophos Endpoint Protection currently uninstalled on the machine?  Was the software working on this machine at any point?
    Check if the endpoint can download this file and open it in notepad: dci.sophosupd.com/.../9d3a3f1f8c75a36e5f1bfbbffb3a9c35.dat
    Check and clear any leftover Sophos stuff in these locations:

    Folders:
    C:\Program Files\Sophos\
    C:\Program Files (x86)\Sophos\

    Registry keys:
    HKLM\SOFTWARE\Sophos\
    HKLM\SOFTWARE\WOW6432Node\Sophos\

    If the installation is still failing it may be worth running SophosZap on the endpoint before attempting another reinstall: support.sophos.com/.../KB-000038989

  • 0 in reply to MEric

    I agree, based on these lines:

    1. 2020-10-26T10:35:28.2876896Z INFO : SUL info: [I40394] Downloading customer file from sophos:1:1

    2. 2020-10-26T10:35:28.2886498Z INFO : SUL info: [V81533] SU::createCachedPackageSource about to create cached package source for sophos:1:1, url=sophos

    3. 2020-10-26T10:35:28.2886498Z INFO : SUL info: [V81533] SU::createCachedPackageSource creating root package source for location: sophos:1:dci.sophosupd.com/update, path: 9/d3/9d3a3f1f8c75a36e5f1bfbbffb3a9c35.dat

    4. 2020-10-26T10:35:28.3181962Z WARNING : SUL error: [E32429] XML_ERROR_UNKNOWN_ENCODING

    This file in question is your customer file, the customer file, which it being downloaded is a unique file for your account.

    http://dci.sophosupd.com/update/9/d3/9d3a3f1f8c75a36e5f1bfbbffb3a9c35.dat 

    It's not valid XML because of the certificates at the end but I did download the above file, remove the certificates and it all appears valid. 

    I might be tempted to download the file on the failing computer and maybe on a working computer and compare the two files, even if you just run from a PS command prompt, i.e.:

    wget http://dci.sophosupd.com/update/9/d3/9d3a3f1f8c75a36e5f1bfbbffb3a9c35.dat -outfile C:\cf.xml
    Get-FileHash C:\cf.xml

    Maybe also open the file in Notepad, in the status-bar it should be UTF-8.

    Regards,

    Jak

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  • 0 in reply to MEric

    I agree, based on these lines:

    1. 2020-10-26T10:35:28.2876896Z INFO : SUL info: [I40394] Downloading customer file from sophos:1:1

    2. 2020-10-26T10:35:28.2886498Z INFO : SUL info: [V81533] SU::createCachedPackageSource about to create cached package source for sophos:1:1, url=sophos

    3. 2020-10-26T10:35:28.2886498Z INFO : SUL info: [V81533] SU::createCachedPackageSource creating root package source for location: sophos:1:dci.sophosupd.com/update, path: 9/d3/9d3a3f1f8c75a36e5f1bfbbffb3a9c35.dat

    4. 2020-10-26T10:35:28.3181962Z WARNING : SUL error: [E32429] XML_ERROR_UNKNOWN_ENCODING

    This file in question is your customer file, the customer file, which it being downloaded is a unique file for your account.

    http://dci.sophosupd.com/update/9/d3/9d3a3f1f8c75a36e5f1bfbbffb3a9c35.dat 

    It's not valid XML because of the certificates at the end but I did download the above file, remove the certificates and it all appears valid. 

    I might be tempted to download the file on the failing computer and maybe on a working computer and compare the two files, even if you just run from a PS command prompt, i.e.:

    wget http://dci.sophosupd.com/update/9/d3/9d3a3f1f8c75a36e5f1bfbbffb3a9c35.dat -outfile C:\cf.xml
    Get-FileHash C:\cf.xml

    Maybe also open the file in Notepad, in the status-bar it should be UTF-8.

    Regards,

    Jak

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