I CAN'T INSTALL SOPHOS END POINT

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  • SophosCloudInstaller_20210918_114338.log shows that the SAV component failed to install:

    2021-09-18T11:49:26.1591644Z INFO : Installing Component: Sophos Anti-Virus for Windows
    2021-09-18T11:49:26.1591644Z INFO : IsWow64Process2 not available on older platforms
    2021-09-18T11:49:26.1591644Z INFO : setupDll='setup.dll'; setupExe='su-setup32.exe'.
    2021-09-18T11:49:26.205Z [ 4216: 4896] [v6.9.252] INFO Trying to load setup.dll of product E17FE03B-0501-4aaa-BC69-0129D965F311 10.8.11.22.
    2021-09-18T11:49:27.142Z [ 4216: 4896] [v6.9.252] INFO Setup DLL loaded C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\savxp\setup.dll.
    2021-09-18T11:49:27.142Z [ 4216: 4896] [v6.9.252] INFO Trying interface IProductSetup2 of product E17FE03B-0501-4aaa-BC69-0129D965F311 10.8.11.22.
    2021-09-18T11:49:27.142Z [ 4216: 4896] [v6.9.252] WARN IProductSetup2 threw exception Could not create instance.
    2021-09-18T11:49:27.142Z [ 4216: 4896] [v6.9.252] INFO Creating CProductConfig interface.
    2021-09-18T11:49:27.142Z [ 4216: 4896] [v6.9.252] INFO Trying interface IProductSetup of product E17FE03B-0501-4aaa-BC69-0129D965F311 10.8.11.22.
    2021-09-18T11:49:27.142Z [ 4216: 4896] [v6.9.252] INFO Successfully established interface IProductSetup.
    2021-09-18T11:49:39.093Z [ 4216: 4896] [v6.9.252] INFO Reboot state: 0
    2021-09-18T11:49:39.093Z [ 4216: 4896] [v6.9.252] WARN Failed to install product E17FE03B-0501-4aaa-BC69-0129D965F311 10.8.11.22.
    2021-09-18T11:49:39.0938856Z ERROR : su-setup: exit 1
    2021-09-18T11:49:39.0938856Z INFO : Installed Sophos Anti-Virus for Windows: -2147213568 (reboot code: 0)
    2021-09-18T11:51:39.1262260Z INFO : IsWow64Process2 not available on older platforms
    2021-09-18T11:51:39.1262260Z INFO : setupDll='setup.dll'; setupExe='su-setup32.exe'.
    2021-09-18T11:51:39.407Z [ 1572: 980] [v6.9.252] INFO Trying to load setup.dll of product E17FE03B-0501-4aaa-BC69-0129D965F311 10.8.11.22.
    2021-09-18T11:51:39.485Z [ 1572: 980] [v6.9.252] INFO Setup DLL loaded C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\savxp\setup.dll.
    2021-09-18T11:51:39.485Z [ 1572: 980] [v6.9.252] INFO Trying interface IProductSetup2 of product E17FE03B-0501-4aaa-BC69-0129D965F311 10.8.11.22.
    2021-09-18T11:51:39.485Z [ 1572: 980] [v6.9.252] WARN IProductSetup2 threw exception Could not create instance.
    2021-09-18T11:51:39.485Z [ 1572: 980] [v6.9.252] INFO Creating CProductConfig interface.
    2021-09-18T11:51:39.485Z [ 1572: 980] [v6.9.252] INFO Trying interface IProductSetup of product E17FE03B-0501-4aaa-BC69-0129D965F311 10.8.11.22.
    2021-09-18T11:51:39.485Z [ 1572: 980] [v6.9.252] INFO Successfully established interface IProductSetup.
    2021-09-18T11:51:44.056Z [ 1572: 980] [v6.9.252] INFO Reboot state: 0
    2021-09-18T11:51:44.056Z [ 1572: 980] [v6.9.252] WARN Failed to install product E17FE03B-0501-4aaa-BC69-0129D965F311 10.8.11.22.
    2021-09-18T11:51:44.0567108Z ERROR : su-setup: exit 1
    2021-09-18T11:51:44.0567108Z INFO : Installed Sophos Anti-Virus for Windows: -2147213568 (reboot code: 0)
    2021-09-18T11:55:44.1037066Z INFO : IsWow64Process2 not available on older platforms
    2021-09-18T11:55:44.1037066Z INFO : setupDll='setup.dll'; setupExe='su-setup32.exe'.
    2021-09-18T11:55:44.306Z [ 3400: 4420] [v6.9.252] INFO Trying to load setup.dll of product E17FE03B-0501-4aaa-BC69-0129D965F311 10.8.11.22.
    2021-09-18T11:55:44.384Z [ 3400: 4420] [v6.9.252] INFO Setup DLL loaded C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\savxp\setup.dll.
    2021-09-18T11:55:44.384Z [ 3400: 4420] [v6.9.252] INFO Trying interface IProductSetup2 of product E17FE03B-0501-4aaa-BC69-0129D965F311 10.8.11.22.
    2021-09-18T11:55:44.384Z [ 3400: 4420] [v6.9.252] WARN IProductSetup2 threw exception Could not create instance.
    2021-09-18T11:55:44.384Z [ 3400: 4420] [v6.9.252] INFO Creating CProductConfig interface.
    2021-09-18T11:55:44.384Z [ 3400: 4420] [v6.9.252] INFO Trying interface IProductSetup of product E17FE03B-0501-4aaa-BC69-0129D965F311 10.8.11.22.
    2021-09-18T11:55:44.384Z [ 3400: 4420] [v6.9.252] INFO Successfully established interface IProductSetup.
    2021-09-18T11:55:49.096Z [ 3400: 4420] [v6.9.252] INFO Reboot state: 0
    2021-09-18T11:55:49.096Z [ 3400: 4420] [v6.9.252] WARN Failed to install product E17FE03B-0501-4aaa-BC69-0129D965F311 10.8.11.22.
    2021-09-18T11:55:49.1116276Z ERROR : su-setup: exit 1
    2021-09-18T11:55:49.1116276Z INFO : Installed Sophos Anti-Virus for Windows: -2147213568 (reboot code: 0)
    2021-09-18T11:55:49.1116276Z ERROR : Installation failed

    Note: The Central installer tries 3 times to install a component, with a retry after 2 and then 4 minutes which is why it takes longer when it fails.

    SophosCloudInstaller_20210918_120546.log

    2021-09-18T12:10:10.8454126Z INFO : Uninstalling SophosClean using executable.
    2021-09-18T12:10:10.8464126Z INFO : IsWow64Process2 not available on older platforms
    2021-09-18T12:10:10.8464126Z INFO : Running 'C:\\Program Files\\Sophos\\Clean\\uninstall.exe' with arguments '--quiet'
    2021-09-18T12:10:11.9144126Z ERROR : UninstallSophosCleanCommand::onRun standard exception: Command failed with return code: 5
    2021-09-18T12:10:11.9154126Z INFO : Command 'UninstallSophosClean' completed with failure with reboot code '0' and error message 'Could not uninstall existing Sophos software'.
    2021-09-18T12:10:11.9164126Z ERROR : Installation failed.

    I wouldn't worry about this second error as much as the first.  I would suggest understand why SAV failed, then maybe run "SophosZap.exe --confirm", reboot and then install.

    If we take the first install attempt at 11:55, this failed as SAV failed to install.  We would need to see the install logs of Sophos Anti-Virus there is a major install and custom action log file.  Probably worth including avremove.log as well.  These can be found in the %temp% directory of the user muhasebe.

    If you look in %temp% when logged on as muhasebe do you see the Sophos Antivirus install log and avremove.log from that time?

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  • SophosCloudInstaller_20210918_114338.log shows that the SAV component failed to install:

    2021-09-18T11:49:26.1591644Z INFO : Installing Component: Sophos Anti-Virus for Windows
    2021-09-18T11:49:26.1591644Z INFO : IsWow64Process2 not available on older platforms
    2021-09-18T11:49:26.1591644Z INFO : setupDll='setup.dll'; setupExe='su-setup32.exe'.
    2021-09-18T11:49:26.205Z [ 4216: 4896] [v6.9.252] INFO Trying to load setup.dll of product E17FE03B-0501-4aaa-BC69-0129D965F311 10.8.11.22.
    2021-09-18T11:49:27.142Z [ 4216: 4896] [v6.9.252] INFO Setup DLL loaded C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\savxp\setup.dll.
    2021-09-18T11:49:27.142Z [ 4216: 4896] [v6.9.252] INFO Trying interface IProductSetup2 of product E17FE03B-0501-4aaa-BC69-0129D965F311 10.8.11.22.
    2021-09-18T11:49:27.142Z [ 4216: 4896] [v6.9.252] WARN IProductSetup2 threw exception Could not create instance.
    2021-09-18T11:49:27.142Z [ 4216: 4896] [v6.9.252] INFO Creating CProductConfig interface.
    2021-09-18T11:49:27.142Z [ 4216: 4896] [v6.9.252] INFO Trying interface IProductSetup of product E17FE03B-0501-4aaa-BC69-0129D965F311 10.8.11.22.
    2021-09-18T11:49:27.142Z [ 4216: 4896] [v6.9.252] INFO Successfully established interface IProductSetup.
    2021-09-18T11:49:39.093Z [ 4216: 4896] [v6.9.252] INFO Reboot state: 0
    2021-09-18T11:49:39.093Z [ 4216: 4896] [v6.9.252] WARN Failed to install product E17FE03B-0501-4aaa-BC69-0129D965F311 10.8.11.22.
    2021-09-18T11:49:39.0938856Z ERROR : su-setup: exit 1
    2021-09-18T11:49:39.0938856Z INFO : Installed Sophos Anti-Virus for Windows: -2147213568 (reboot code: 0)
    2021-09-18T11:51:39.1262260Z INFO : IsWow64Process2 not available on older platforms
    2021-09-18T11:51:39.1262260Z INFO : setupDll='setup.dll'; setupExe='su-setup32.exe'.
    2021-09-18T11:51:39.407Z [ 1572: 980] [v6.9.252] INFO Trying to load setup.dll of product E17FE03B-0501-4aaa-BC69-0129D965F311 10.8.11.22.
    2021-09-18T11:51:39.485Z [ 1572: 980] [v6.9.252] INFO Setup DLL loaded C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\savxp\setup.dll.
    2021-09-18T11:51:39.485Z [ 1572: 980] [v6.9.252] INFO Trying interface IProductSetup2 of product E17FE03B-0501-4aaa-BC69-0129D965F311 10.8.11.22.
    2021-09-18T11:51:39.485Z [ 1572: 980] [v6.9.252] WARN IProductSetup2 threw exception Could not create instance.
    2021-09-18T11:51:39.485Z [ 1572: 980] [v6.9.252] INFO Creating CProductConfig interface.
    2021-09-18T11:51:39.485Z [ 1572: 980] [v6.9.252] INFO Trying interface IProductSetup of product E17FE03B-0501-4aaa-BC69-0129D965F311 10.8.11.22.
    2021-09-18T11:51:39.485Z [ 1572: 980] [v6.9.252] INFO Successfully established interface IProductSetup.
    2021-09-18T11:51:44.056Z [ 1572: 980] [v6.9.252] INFO Reboot state: 0
    2021-09-18T11:51:44.056Z [ 1572: 980] [v6.9.252] WARN Failed to install product E17FE03B-0501-4aaa-BC69-0129D965F311 10.8.11.22.
    2021-09-18T11:51:44.0567108Z ERROR : su-setup: exit 1
    2021-09-18T11:51:44.0567108Z INFO : Installed Sophos Anti-Virus for Windows: -2147213568 (reboot code: 0)
    2021-09-18T11:55:44.1037066Z INFO : IsWow64Process2 not available on older platforms
    2021-09-18T11:55:44.1037066Z INFO : setupDll='setup.dll'; setupExe='su-setup32.exe'.
    2021-09-18T11:55:44.306Z [ 3400: 4420] [v6.9.252] INFO Trying to load setup.dll of product E17FE03B-0501-4aaa-BC69-0129D965F311 10.8.11.22.
    2021-09-18T11:55:44.384Z [ 3400: 4420] [v6.9.252] INFO Setup DLL loaded C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\savxp\setup.dll.
    2021-09-18T11:55:44.384Z [ 3400: 4420] [v6.9.252] INFO Trying interface IProductSetup2 of product E17FE03B-0501-4aaa-BC69-0129D965F311 10.8.11.22.
    2021-09-18T11:55:44.384Z [ 3400: 4420] [v6.9.252] WARN IProductSetup2 threw exception Could not create instance.
    2021-09-18T11:55:44.384Z [ 3400: 4420] [v6.9.252] INFO Creating CProductConfig interface.
    2021-09-18T11:55:44.384Z [ 3400: 4420] [v6.9.252] INFO Trying interface IProductSetup of product E17FE03B-0501-4aaa-BC69-0129D965F311 10.8.11.22.
    2021-09-18T11:55:44.384Z [ 3400: 4420] [v6.9.252] INFO Successfully established interface IProductSetup.
    2021-09-18T11:55:49.096Z [ 3400: 4420] [v6.9.252] INFO Reboot state: 0
    2021-09-18T11:55:49.096Z [ 3400: 4420] [v6.9.252] WARN Failed to install product E17FE03B-0501-4aaa-BC69-0129D965F311 10.8.11.22.
    2021-09-18T11:55:49.1116276Z ERROR : su-setup: exit 1
    2021-09-18T11:55:49.1116276Z INFO : Installed Sophos Anti-Virus for Windows: -2147213568 (reboot code: 0)
    2021-09-18T11:55:49.1116276Z ERROR : Installation failed

    Note: The Central installer tries 3 times to install a component, with a retry after 2 and then 4 minutes which is why it takes longer when it fails.

    SophosCloudInstaller_20210918_120546.log

    2021-09-18T12:10:10.8454126Z INFO : Uninstalling SophosClean using executable.
    2021-09-18T12:10:10.8464126Z INFO : IsWow64Process2 not available on older platforms
    2021-09-18T12:10:10.8464126Z INFO : Running 'C:\\Program Files\\Sophos\\Clean\\uninstall.exe' with arguments '--quiet'
    2021-09-18T12:10:11.9144126Z ERROR : UninstallSophosCleanCommand::onRun standard exception: Command failed with return code: 5
    2021-09-18T12:10:11.9154126Z INFO : Command 'UninstallSophosClean' completed with failure with reboot code '0' and error message 'Could not uninstall existing Sophos software'.
    2021-09-18T12:10:11.9164126Z ERROR : Installation failed.

    I wouldn't worry about this second error as much as the first.  I would suggest understand why SAV failed, then maybe run "SophosZap.exe --confirm", reboot and then install.

    If we take the first install attempt at 11:55, this failed as SAV failed to install.  We would need to see the install logs of Sophos Anti-Virus there is a major install and custom action log file.  Probably worth including avremove.log as well.  These can be found in the %temp% directory of the user muhasebe.

    If you look in %temp% when logged on as muhasebe do you see the Sophos Antivirus install log and avremove.log from that time?

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