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Sophos not installing all units

Valla Mark

Hi

I have reformatted a laptop that previously had Sophos on it and am now trying to re-install Sophos via the Central.sophos.com administration screens, however it doesn't download certain parts of Sophos.

The parts not installed are Sophos anti-virus service, Anti-virus status reporter, device control, web control, web filter and web intelligence.

I did not customise the download.

any ideas why these parts are not installing when they did before I reformatted the laptiop?

thanks

Mark



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  • 0

    I assume they are failing to install.

    Those all belong to the SAVXP component, so it's one component failing to install.

    If you look under %temp% as the user who ran the install, you should be able to find the Sophos Anti-Virus install logs and avermove.log.

    I would check avremove.log first just to see if a competitor product is being found.

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  • 0

    I assume they are failing to install.

    Those all belong to the SAVXP component, so it's one component failing to install.

    If you look under %temp% as the user who ran the install, you should be able to find the Sophos Anti-Virus install logs and avermove.log.

    I would check avremove.log first just to see if a competitor product is being found.

Children
  • 0 in reply to Sophos User930

    Hi

    Your right, the pre-loaded McAfee is causing a problem as the competitor removal tool failed.

    the following is an extract from the avremore log.  How do I resolve this point?

    22 Jul 2021 15:18:19 Info: Starting removal of McAfee Security Center version 8.x, 9.x, 10.x
    22 Jul 2021 15:18:25 Error: COM server C:\Program Files\McAfee.com\Agent\..\shared\mghtml.exe not found
    22 Jul 2021 15:18:26 Failure: There was a problem running the removal script. Details: a bytes-like object is required, not 'str'
    22 Jul 2021 15:18:26 Failure: There was a problem running removal script. Details:
    Traceback (most recent call last):
    File "CompetitorRemoval\AVDetectRemove.py", line 273, in avDetectRemove
    File "CompetitorRemoval\AVDetectRemove.py", line 408, in removeProducts
    File "CompetitorRemoval\AVDetectRemove.py", line 502, in RemoveOneProduct
    File "CompetitorRemoval\Products\UninstallSpecProduct\UninstallSpecProduct.py", line 157, in Remove
    File "CompetitorRemoval\Products\UninstallSpecProduct\UninstallSpecProduct.py", line 1042, in unRegisterComServers
    File "CompetitorRemoval\Products\UninstallSpecProduct\UninstallSpecProduct.py", line 1109, in unRegisterComSrv
    TypeError: a bytes-like object is required, not 'str'

    Thanks for your assistance

    Mark

  • 0 in reply to Valla Mark

    Does McAfee appear in Programs and Features and something you can manually remove?

    Is it the case that as far as you're aware it's no longer installed and Sophos' CRT is just finding on remnants?

  • +1 in reply to Sophos User930

    To get more logging out of the CRT to find what it's finding (the remnants case), if you copy the whole "crt" folder ("C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\savxp\crt") to the desktop for example from the cache location above, in an admin prompt you can run:

    .\AVRemoveW.exe -d -t

    %temp%\avremove.log will highlight what is being found in more detail.

  • +1 in reply to Sophos User930

    Hi

    thanks for the tips.  McFee livesafe would not allow Sophos to remove it, so I did it myself and Sophos loaded fully. not sure why it stopped it this time when it worked first time.

    Regards

    Mark

  • 0 in reply to Valla Mark

    glad it's OK now and the info might come in useful for the future.

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