Hello,
I am new to Sophos and System Administration in general.
Over the weekend, I got several notifications that some of my servers had failed to update Sophos.
Below are some error snippets I've identified from the installation log: %ProgramData%\Sophos\CloudInstaller\Logs\SophosCloudInstaller_<date>_<time>.log
Installing component: Sophos ML engine (64-bit)
IsWow64Process2 not available on older platforms.
...
W failed to install product 70FDD40E-986A-44E5-9620-2B894A06702A 1.8.7.1
su-setup: exit 1
SetupPluginCommand::onRun() failed with ComponentInstaller::InstallError:Failed to install component(s)
SetupPlugin completed with failure with reboot code '0' and error message 'could not install software'
Installation failed
I am pretty sure that the failure has to do with the Sophos ML Engine due to the above errors.
I have already tried installing the new root certificates, and made sure that there weren't any misconfigurations in both registry and local/group policy as recommended in the article: https://support.sophos.com/support/s/article/KB-000043788?language=en_US&c__displayLanguage=en_US
I have also tried doing an uninstall + fresh install using Sophos Zapp, but to no avail.
I noticed that for this particular server, the docmodel directory from C:\Program Files\Sophos\Sophos ML Engine\ML1\ is empty. I am sure that this once contained several .dll and .dat files.
Anyone have any ideas on what to try next?
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