EndPoint Protection Installer repeatedly fails

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

Parents
  • 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?

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

  • Got sorted - double checked and it was indeed being blocked by Proxy server - all sorted now.  Thanks

  • Thanks, , for your confirmation about this. Glad to hear that it got sorted already. I will be marking My response as verified answers. 

    GlennSen 
    Community Support Engineer | Sophos Technical Support
    Sophos 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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