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EndPoint Protection Installer repeatedly fails

Steven Bew

Whenever I try to install / set up EndPoint protection on any Windows 10 client desktop, the following error is displayed:

Installation Failed.  Failed to download the installer.  

Any help would be much appreciated.  No further information on the installation window, but the log file contents are as follows:

Started C:\Users\sbew\AppData\Local\Temp\sfl-7cc51ee0\Setup.exe
2021-07-26T08:35:46.9344411Z INFO : Stage 1 command-line options:
2021-07-26T08:35:46.9344411Z INFO : ---
2021-07-26T08:35:46.9344411Z INFO : Quiet mode on: 0
2021-07-26T08:35:46.9344411Z INFO : Automatic Proxy detection disabled: 0
2021-07-26T08:35:46.9344411Z INFO : No feedback mode on: 0
2021-07-26T08:35:46.9344411Z INFO : Dump feedback enabled: 0
2021-07-26T08:35:46.9344411Z INFO : Bypass competitor removal: 0
2021-07-26T08:35:46.9344411Z INFO : Using CRT catalog file path: --
2021-07-26T08:35:46.9344411Z INFO : Only register endpoint with Central: 0
2021-07-26T08:35:46.9344411Z INFO : Log messages between endpoint and Central: 0
2021-07-26T08:35:46.9344411Z INFO : Log command-line passed to executables: 0
2021-07-26T08:35:46.9344411Z INFO : Using custom server that hosts the installer stage2 filename: --
2021-07-26T08:35:46.9344411Z INFO : Using cloud group: --
2021-07-26T08:35:46.9344411Z INFO : Overriding computer name: --
2021-07-26T08:35:46.9344411Z INFO : Overriding computer description: --
2021-07-26T08:35:46.9344411Z INFO : Overriding domain name: --
2021-07-26T08:35:46.9344411Z INFO : Language will be set to: --
2021-07-26T08:35:46.9344411Z INFO : Using message relays: --
2021-07-26T08:35:46.9344411Z INFO : Proxy address: --
2021-07-26T08:35:46.9344411Z INFO : Proxy user name: --
2021-07-26T08:35:46.9344411Z INFO : Using custom customer token: --
2021-07-26T08:35:46.9344411Z INFO : Using specified products: --
2021-07-26T08:35:46.9344411Z INFO : Using certificates from the program data folder: 0
2021-07-26T08:35:46.9344411Z INFO : Using custom customer ID: --
2021-07-26T08:35:46.9344411Z INFO : Using specified user ID: --
2021-07-26T08:35:46.9344411Z INFO : Using local install source: --
2021-07-26T08:35:46.9344411Z INFO : Using experimental SRV: --
2021-07-26T08:35:46.9500654Z INFO : Invoked as part of SEC migration: 0
2021-07-26T08:35:46.9500654Z INFO : ---
2021-07-26T08:35:46.9500654Z INFO : Detected architecture: 2
2021-07-26T08:35:46.9500654Z INFO : Using x86 program files for stage 2
2021-07-26T08:35:46.9500654Z INFO : Target path: C:\\Program Files (x86)\\Sophos\\CloudInstaller
2021-07-26T08:35:46.9500654Z INFO : Running on x64, requesting x86 Stage2
2021-07-26T08:35:46.9500654Z INFO : Sending HTTP 'POST' request to: api/download/stage2-details/90b9d9ac-2035-4ad5-ac08-7f8b7f61eb37
2021-07-26T08:35:46.9813153Z INFO : Did not discover an URL for a PAC file
2021-07-26T08:35:46.9813153Z INFO : Attempting to connect using proxy '' of type 'Empty Proxy'.
2021-07-26T08:35:46.9813153Z INFO : Set security protocol: 00000800
2021-07-26T08:35:46.9813153Z INFO : Opening connection to dzr-api-amzn-eu-west-1-9af7.api-upe.p.hmr.sophos.com
2021-07-26T08:35:46.9813153Z INFO : Request content size: 31
2021-07-26T08:35:47.1792039Z INFO : Sending request
2021-07-26T08:35:47.1792039Z INFO : Request sent
2021-07-26T08:35:47.2104544Z INFO : Sending request
2021-07-26T08:35:47.2104544Z INFO : Request sent
2021-07-26T08:35:47.2104544Z INFO : Response status code: 307
2021-07-26T08:35:47.2104544Z INFO : Response data size: 0
2021-07-26T08:35:47.2104544Z INFO : trySendRequestThroughPotentialProxy returning response with status code: 307
2021-07-26T08:35:47.2104544Z INFO : Cleaning up extracted files

Thanks,

Steven



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  • +1

    Hi there,

    Thank you for reaching us. Can you share with us the cloudinstaller logs which can be located on c:\programdata\Sophos\cloudintall folder.

    Also can you confirm if you have already allowed all necessary doimains and port for sophos enpoint on your envirinment?

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer

    The New Home of Sophos Support Videos!  - Visit Sophos Techvids
  • 0 in reply to GlennSen

    Hi,

    Thanks for your reply.  I've attached the logs as requested - see below.

    There doesn't appear to be any blockages on our proxy server, but what port also needs to be accessible?

    tarted C:\Users\sbew\AppData\Local\Temp\sfl-7cc51ee0\Setup.exe
    2021-07-26T08:35:46.9344411Z INFO : Stage 1 command-line options:
    2021-07-26T08:35:46.9344411Z INFO : ---
    2021-07-26T08:35:46.9344411Z INFO : Quiet mode on: 0
    2021-07-26T08:35:46.9344411Z INFO : Automatic Proxy detection disabled: 0
    2021-07-26T08:35:46.9344411Z INFO : No feedback mode on: 0
    2021-07-26T08:35:46.9344411Z INFO : Dump feedback enabled: 0
    2021-07-26T08:35:46.9344411Z INFO : Bypass competitor removal: 0
    2021-07-26T08:35:46.9344411Z INFO : Using CRT catalog file path: --
    2021-07-26T08:35:46.9344411Z INFO : Only register endpoint with Central: 0
    2021-07-26T08:35:46.9344411Z INFO : Log messages between endpoint and Central: 0
    2021-07-26T08:35:46.9344411Z INFO : Log command-line passed to executables: 0
    2021-07-26T08:35:46.9344411Z INFO : Using custom server that hosts the installer stage2 filename: --
    2021-07-26T08:35:46.9344411Z INFO : Using cloud group: --
    2021-07-26T08:35:46.9344411Z INFO : Overriding computer name: --
    2021-07-26T08:35:46.9344411Z INFO : Overriding computer description: --
    2021-07-26T08:35:46.9344411Z INFO : Overriding domain name: --
    2021-07-26T08:35:46.9344411Z INFO : Language will be set to: --
    2021-07-26T08:35:46.9344411Z INFO : Using message relays: --
    2021-07-26T08:35:46.9344411Z INFO : Proxy address: --
    2021-07-26T08:35:46.9344411Z INFO : Proxy user name: --
    2021-07-26T08:35:46.9344411Z INFO : Using custom customer token: --
    2021-07-26T08:35:46.9344411Z INFO : Using specified products: --
    2021-07-26T08:35:46.9344411Z INFO : Using certificates from the program data folder: 0
    2021-07-26T08:35:46.9344411Z INFO : Using custom customer ID: --
    2021-07-26T08:35:46.9344411Z INFO : Using specified user ID: --
    2021-07-26T08:35:46.9344411Z INFO : Using local install source: --
    2021-07-26T08:35:46.9344411Z INFO : Using experimental SRV: --
    2021-07-26T08:35:46.9500654Z INFO : Invoked as part of SEC migration: 0
    2021-07-26T08:35:46.9500654Z INFO : ---
    2021-07-26T08:35:46.9500654Z INFO : Detected architecture: 2
    2021-07-26T08:35:46.9500654Z INFO : Using x86 program files for stage 2
    2021-07-26T08:35:46.9500654Z INFO : Target path: C:\\Program Files (x86)\\Sophos\\CloudInstaller
    2021-07-26T08:35:46.9500654Z INFO : Running on x64, requesting x86 Stage2
    2021-07-26T08:35:46.9500654Z INFO : Sending HTTP 'POST' request to: api/download/stage2-details/90b9d9ac-2035-4ad5-ac08-7f8b7f61eb37
    2021-07-26T08:35:46.9813153Z INFO : Did not discover an URL for a PAC file
    2021-07-26T08:35:46.9813153Z INFO : Attempting to connect using proxy '' of type 'Empty Proxy'.
    2021-07-26T08:35:46.9813153Z INFO : Set security protocol: 00000800
    2021-07-26T08:35:46.9813153Z INFO : Opening connection to dzr-api-amzn-eu-west-1-9af7.api-upe.p.hmr.sophos.com
    2021-07-26T08:35:46.9813153Z INFO : Request content size: 31
    2021-07-26T08:35:47.1792039Z INFO : Sending request
    2021-07-26T08:35:47.1792039Z INFO : Request sent
    2021-07-26T08:35:47.2104544Z INFO : Sending request
    2021-07-26T08:35:47.2104544Z INFO : Request sent
    2021-07-26T08:35:47.2104544Z INFO : Response status code: 307
    2021-07-26T08:35:47.2104544Z INFO : Response data size: 0
    2021-07-26T08:35:47.2104544Z INFO : trySendRequestThroughPotentialProxy returning response with status code: 307
    2021-07-26T08:35:47.2104544Z INFO : Cleaning up extracted files

Reply
  • 0 in reply to GlennSen

    Hi,

    Thanks for your reply.  I've attached the logs as requested - see below.

    There doesn't appear to be any blockages on our proxy server, but what port also needs to be accessible?

    tarted C:\Users\sbew\AppData\Local\Temp\sfl-7cc51ee0\Setup.exe
    2021-07-26T08:35:46.9344411Z INFO : Stage 1 command-line options:
    2021-07-26T08:35:46.9344411Z INFO : ---
    2021-07-26T08:35:46.9344411Z INFO : Quiet mode on: 0
    2021-07-26T08:35:46.9344411Z INFO : Automatic Proxy detection disabled: 0
    2021-07-26T08:35:46.9344411Z INFO : No feedback mode on: 0
    2021-07-26T08:35:46.9344411Z INFO : Dump feedback enabled: 0
    2021-07-26T08:35:46.9344411Z INFO : Bypass competitor removal: 0
    2021-07-26T08:35:46.9344411Z INFO : Using CRT catalog file path: --
    2021-07-26T08:35:46.9344411Z INFO : Only register endpoint with Central: 0
    2021-07-26T08:35:46.9344411Z INFO : Log messages between endpoint and Central: 0
    2021-07-26T08:35:46.9344411Z INFO : Log command-line passed to executables: 0
    2021-07-26T08:35:46.9344411Z INFO : Using custom server that hosts the installer stage2 filename: --
    2021-07-26T08:35:46.9344411Z INFO : Using cloud group: --
    2021-07-26T08:35:46.9344411Z INFO : Overriding computer name: --
    2021-07-26T08:35:46.9344411Z INFO : Overriding computer description: --
    2021-07-26T08:35:46.9344411Z INFO : Overriding domain name: --
    2021-07-26T08:35:46.9344411Z INFO : Language will be set to: --
    2021-07-26T08:35:46.9344411Z INFO : Using message relays: --
    2021-07-26T08:35:46.9344411Z INFO : Proxy address: --
    2021-07-26T08:35:46.9344411Z INFO : Proxy user name: --
    2021-07-26T08:35:46.9344411Z INFO : Using custom customer token: --
    2021-07-26T08:35:46.9344411Z INFO : Using specified products: --
    2021-07-26T08:35:46.9344411Z INFO : Using certificates from the program data folder: 0
    2021-07-26T08:35:46.9344411Z INFO : Using custom customer ID: --
    2021-07-26T08:35:46.9344411Z INFO : Using specified user ID: --
    2021-07-26T08:35:46.9344411Z INFO : Using local install source: --
    2021-07-26T08:35:46.9344411Z INFO : Using experimental SRV: --
    2021-07-26T08:35:46.9500654Z INFO : Invoked as part of SEC migration: 0
    2021-07-26T08:35:46.9500654Z INFO : ---
    2021-07-26T08:35:46.9500654Z INFO : Detected architecture: 2
    2021-07-26T08:35:46.9500654Z INFO : Using x86 program files for stage 2
    2021-07-26T08:35:46.9500654Z INFO : Target path: C:\\Program Files (x86)\\Sophos\\CloudInstaller
    2021-07-26T08:35:46.9500654Z INFO : Running on x64, requesting x86 Stage2
    2021-07-26T08:35:46.9500654Z INFO : Sending HTTP 'POST' request to: api/download/stage2-details/90b9d9ac-2035-4ad5-ac08-7f8b7f61eb37
    2021-07-26T08:35:46.9813153Z INFO : Did not discover an URL for a PAC file
    2021-07-26T08:35:46.9813153Z INFO : Attempting to connect using proxy '' of type 'Empty Proxy'.
    2021-07-26T08:35:46.9813153Z INFO : Set security protocol: 00000800
    2021-07-26T08:35:46.9813153Z INFO : Opening connection to dzr-api-amzn-eu-west-1-9af7.api-upe.p.hmr.sophos.com
    2021-07-26T08:35:46.9813153Z INFO : Request content size: 31
    2021-07-26T08:35:47.1792039Z INFO : Sending request
    2021-07-26T08:35:47.1792039Z INFO : Request sent
    2021-07-26T08:35:47.2104544Z INFO : Sending request
    2021-07-26T08:35:47.2104544Z INFO : Request sent
    2021-07-26T08:35:47.2104544Z INFO : Response status code: 307
    2021-07-26T08:35:47.2104544Z INFO : Response data size: 0
    2021-07-26T08:35:47.2104544Z INFO : trySendRequestThroughPotentialProxy returning response with status code: 307
    2021-07-26T08:35:47.2104544Z INFO : Cleaning up extracted files

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