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Sophos Agent installation failed -Failed to download stage-2 archive. Status code: --: Failed to connect with any proxy

Hieu Nguyen

Hello,

I just tried to install the agent and it failed as shown below - taken from the log file, please advise, thanks

Started C:\Users\$hnguyen\AppData\Local\Temp\2\sfl-16115200\Setup.exe
2021-06-17T20:59:05.8936013Z INFO : Stage 1 command-line options:
2021-06-17T20:59:05.8936013Z INFO : ---
2021-06-17T20:59:05.8936013Z INFO : Quiet mode on: 0
2021-06-17T20:59:05.8936013Z INFO : Automatic Proxy detection disabled: 0
2021-06-17T20:59:05.8936013Z INFO : No feedback mode on: 0
2021-06-17T20:59:05.8936013Z INFO : Dump feedback enabled: 0
2021-06-17T20:59:05.8936013Z INFO : Bypass competitor removal: 0
2021-06-17T20:59:05.8936013Z INFO : Using CRT catalog file path: --
2021-06-17T20:59:05.8936013Z INFO : Only register endpoint with Central: 0
2021-06-17T20:59:05.8936013Z INFO : Log messages between endpoint and Central: 0
2021-06-17T20:59:05.8936013Z INFO : Log command-line passed to executables: 0
2021-06-17T20:59:05.8936013Z INFO : Using custom server that hosts the installer stage2 filename: --
2021-06-17T20:59:05.8936013Z INFO : Using cloud group: --
2021-06-17T20:59:05.8936013Z INFO : Overriding computer name: --
2021-06-17T20:59:05.8936013Z INFO : Overriding computer description: --
2021-06-17T20:59:05.8936013Z INFO : Overriding domain name: --
2021-06-17T20:59:05.8936013Z INFO : Language will be set to: --
2021-06-17T20:59:05.8936013Z INFO : Using message relays: --
2021-06-17T20:59:05.8936013Z INFO : Proxy address: --
2021-06-17T20:59:05.8936013Z INFO : Proxy user name: --
2021-06-17T20:59:05.8936013Z INFO : Using custom customer token: --
2021-06-17T20:59:05.8936013Z INFO : Using specified products: --
2021-06-17T20:59:05.8936013Z INFO : Using certificates from the program data folder: 0
2021-06-17T20:59:05.8936013Z INFO : Using custom customer ID: --
2021-06-17T20:59:05.8936013Z INFO : Using specified user ID: --
2021-06-17T20:59:05.8936013Z INFO : Using local install source: --
2021-06-17T20:59:05.8936013Z INFO : Using experimental SRV: --
2021-06-17T20:59:05.8936013Z INFO : Invoked as part of SEC migration: 0
2021-06-17T20:59:05.8936013Z INFO : ---
2021-06-17T20:59:05.9092215Z INFO : Detected architecture: 2
2021-06-17T20:59:05.9092215Z INFO : Using x86 program files for stage 2
2021-06-17T20:59:05.9092215Z INFO : Target path: C:\\Program Files (x86)\\Sophos\\CloudInstaller
2021-06-17T20:59:05.9092215Z INFO : Running on x64, requesting x86 Stage2
2021-06-17T20:59:05.9092215Z INFO : Sending HTTP 'POST' request to: api/download/stage2-details/e5aac8de-5c38-4378-8c44-1052bd83e1e9
2021-06-17T20:59:05.9092215Z INFO : Did not discover an URL for a PAC file
2021-06-17T20:59:05.9092215Z INFO : Attempting to connect using proxy '' of type 'Empty Proxy'.
2021-06-17T20:59:05.9092215Z INFO : Set security protocol: 00000800
2021-06-17T20:59:05.9092215Z INFO : Opening connection to api-cloudstation-us-east-2.prod.hydra.sophos.com
2021-06-17T20:59:05.9092215Z INFO : Request content size: 31
2021-06-17T20:59:06.1279166Z INFO : Sending request
2021-06-17T20:59:06.1279166Z INFO : Request sent
2021-06-17T20:59:06.1904026Z INFO : Sending request
2021-06-17T20:59:06.1904026Z INFO : Request sent
2021-06-17T20:59:06.1904026Z INFO : Response status code: 200
2021-06-17T20:59:06.1904026Z INFO : Response data size: 176
2021-06-17T20:59:06.1904026Z INFO : trySendRequestThroughPotentialProxy returning response with status code: 200
2021-06-17T20:59:06.1904026Z INFO : Parsing message received for Stage 2 filename: '{"mcs_server":"mcs2-cloudstation-us-east-2.prod.hydra.sophos.com","stage2_filename":"stage2-1.11.276.0-2ab0cad479824129febb823c7190f86f17b2f8b1b7261f0bd50e280ddb5250d5.tar.gz"}'
2021-06-17T20:59:06.1904026Z INFO : Sending HTTP 'GET' request to: full/central/windows/business/installer/stage2-1.11.276.0-2ab0cad479824129febb823c7190f86f17b2f8b1b7261f0bd50e280ddb5250d5.tar.gz
2021-06-17T20:59:06.1904026Z INFO : Did not discover an URL for a PAC file
2021-06-17T20:59:06.1904026Z INFO : Attempting to connect using proxy '' of type 'Empty Proxy'.
2021-06-17T20:59:06.1904026Z INFO : Set security protocol: 00000800
2021-06-17T20:59:06.1904026Z INFO : Opening connection to downloads.sophos.com
2021-06-17T20:59:06.1904026Z INFO : Request content size: 0
2021-06-17T20:59:27.2521461Z ERROR : WinHttpSendRequest failed with error 12002
2021-06-17T20:59:27.2521461Z INFO : Failed to connect using proxy '' with error: WinHttpSendRequest failed
2021-06-17T20:59:27.2521461Z INFO : Cleaning up extracted files
2021-06-17T20:59:29.8191091Z INFO : FindMainWindow: pid=0
2021-06-17T20:59:29.8346867Z ERROR : Exception: Failed to download stage-2 archive. Status code: --: Failed to connect with any proxy



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  • 0

    Hi, can you share the whole logs that you can see under C:\ProgramData\Sophos\CloudInstaller\Logs. this one is incomplete. 

    Can you also confirm if you are using proxy on your environment? If So? have you allowed all required domains and ports for Sophos to your proxy server?

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer

    The New Home of Sophos Support Videos!  - Visit Sophos Techvids
Reply
  • 0

    Hi, can you share the whole logs that you can see under C:\ProgramData\Sophos\CloudInstaller\Logs. this one is incomplete. 

    Can you also confirm if you are using proxy on your environment? If So? have you allowed all required domains and ports for Sophos to your proxy server?

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer

    The New Home of Sophos Support Videos!  - Visit Sophos Techvids
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