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Sophos ML Engine (64-bit) failed to install

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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  • In \windows\temp\ if AutoUpdate has tried to install it, you should have a pair of logs. E.g.

    • Sophos ML Engine Install Log 20220306 173104
    • Sophos ML Engine Validator Log 20220306 173104

    Can you paste those?

  • Hi SophosUser930, 

    As per your request

    Sophos ML Engine Install Log 20220308 074314.txt : 

    Version: 1.8.7.1
    2022-03-08T07:43:14 CPluginComponent::Install: Installation starting
    2022-03-08T07:43:14 installer_lib::InstallFilesCommand<class installer_lib::FileInstaller<class installer_lib::Filesystem>,class installer_lib::Filesystem>::execute: Installing files to "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827"
    2022-03-08T07:43:14 installer_lib::FileInstaller<class installer_lib::Filesystem>::detect_changes: Looking for changes
    2022-03-08T07:43:14 installer_lib::FileInstaller<class installer_lib::Filesystem>::detect_changes: Looking at source files in "C:\\ProgramData\\Sophos\\AutoUpdate\\Cache\\decoded\\sme64\\docmodel"
    2022-03-08T07:43:14 installer_lib::FileInstaller<class installer_lib::Filesystem>::detect_changes: Looking at current files in "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16388810729236551"
    2022-03-08T07:43:14 installer_lib::FileInstaller<class installer_lib::Filesystem>::detect_changes: Marking file "docmodel.dll" for copy as it has changed
    2022-03-08T07:43:14 installer_lib::FileInstaller<class installer_lib::Filesystem>::detect_changes: Marking file "manifest.dat" for copy as it has changed
    2022-03-08T07:43:14 installer_lib::FileInstaller<class installer_lib::Filesystem>::detect_changes: Marking file "onnxruntime.dll" for copy as it is a DLL
    2022-03-08T07:43:14 installer_lib::FileInstaller<class installer_lib::Filesystem>::detect_changes: Marking "static_office.dat" for linking as it has not changed
    2022-03-08T07:43:14 installer_lib::FileInstaller<class installer_lib::Filesystem>::detect_changes: Marking file "static_pdf.dat" for copy as it has changed
    2022-03-08T07:43:14 installer_lib::FileInstaller<class installer_lib::Filesystem>::detect_changes: Marking file "static_rtf.dat" for copy as it has changed
    2022-03-08T07:43:14 installer_lib::FileInstaller<class installer_lib::Filesystem>::run: Change detected - copying files to "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827"
    2022-03-08T07:43:14 installer_lib::FileInstaller<class installer_lib::Filesystem>::copy_files: Copying "C:\\ProgramData\\Sophos\\AutoUpdate\\Cache\\decoded\\sme64\\docmodel\\docmodel.dll" to "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827"
    2022-03-08T07:43:14 installer_lib::Filesystem::copy: src: "C:\\ProgramData\\Sophos\\AutoUpdate\\Cache\\decoded\\sme64\\docmodel\\docmodel.dll" exists
    2022-03-08T07:43:14 installer_lib::Filesystem::copy: dst: "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827" exists and is a directory
    2022-03-08T07:43:14 installer_lib::FileInstaller<class installer_lib::Filesystem>::copy_files: Copying "C:\\ProgramData\\Sophos\\AutoUpdate\\Cache\\decoded\\sme64\\docmodel\\manifest.dat" to "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827"
    2022-03-08T07:43:14 installer_lib::Filesystem::copy: src: "C:\\ProgramData\\Sophos\\AutoUpdate\\Cache\\decoded\\sme64\\docmodel\\manifest.dat" exists
    2022-03-08T07:43:14 installer_lib::Filesystem::copy: dst: "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827" exists and is a directory
    2022-03-08T07:43:14 installer_lib::FileInstaller<class installer_lib::Filesystem>::copy_files: Copying "C:\\ProgramData\\Sophos\\AutoUpdate\\Cache\\decoded\\sme64\\docmodel\\onnxruntime.dll" to "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827"
    2022-03-08T07:43:14 installer_lib::Filesystem::copy: src: "C:\\ProgramData\\Sophos\\AutoUpdate\\Cache\\decoded\\sme64\\docmodel\\onnxruntime.dll" exists
    2022-03-08T07:43:14 installer_lib::Filesystem::copy: dst: "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827" exists and is a directory
    2022-03-08T07:43:14 installer_lib::FileInstaller<class installer_lib::Filesystem>::copy_files: Linking "C:\\ProgramData\\Sophos\\AutoUpdate\\Cache\\decoded\\sme64\\docmodel\\static_office.dat"
    2022-03-08T07:43:14 installer_lib::FileInstaller<class installer_lib::Filesystem>::copy_files: Copying "C:\\ProgramData\\Sophos\\AutoUpdate\\Cache\\decoded\\sme64\\docmodel\\static_pdf.dat" to "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827"
    2022-03-08T07:43:14 installer_lib::Filesystem::copy: src: "C:\\ProgramData\\Sophos\\AutoUpdate\\Cache\\decoded\\sme64\\docmodel\\static_pdf.dat" exists
    2022-03-08T07:43:14 installer_lib::Filesystem::copy: dst: "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827" exists and is a directory
    2022-03-08T07:43:14 installer_lib::FileInstaller<class installer_lib::Filesystem>::copy_files: Copying "C:\\ProgramData\\Sophos\\AutoUpdate\\Cache\\decoded\\sme64\\docmodel\\static_rtf.dat" to "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827"
    2022-03-08T07:43:14 installer_lib::Filesystem::copy: src: "C:\\ProgramData\\Sophos\\AutoUpdate\\Cache\\decoded\\sme64\\docmodel\\static_rtf.dat" exists
    2022-03-08T07:43:14 installer_lib::Filesystem::copy: dst: "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827" exists and is a directory
    2022-03-08T07:43:14 installer_lib::FileInstaller<class installer_lib::Filesystem>::run: Copying files succeeded
    2022-03-08T07:43:14 installer_lib::InstallFilesCommand<class installer_lib::FileInstaller<class installer_lib::Filesystem>,class installer_lib::Filesystem>::execute: Successfully installed files to "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827"
    2022-03-08T07:43:14 ml_installer::ValidateModelCommand<class installer_lib::Filesystem,class ml_installer::ModelValidator>::execute: Copying "C:\\ProgramData\\Sophos\\AutoUpdate\\Cache\\decoded\\sme64\\SophosSMEValidator.exe" to "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827"
    2022-03-08T07:43:14 installer_lib::Filesystem::copy: src: "C:\\ProgramData\\Sophos\\AutoUpdate\\Cache\\decoded\\sme64\\SophosSMEValidator.exe" exists
    2022-03-08T07:43:14 installer_lib::Filesystem::copy: dst: "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827" exists and is a directory
    2022-03-08T07:43:14 ml_installer::ValidateModelCommand<class installer_lib::Filesystem,class ml_installer::ModelValidator>::execute: Successfully copied "C:\\ProgramData\\Sophos\\AutoUpdate\\Cache\\decoded\\sme64\\SophosSMEValidator.exe" to "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827"
    2022-03-08T07:43:14 ml_installer::ValidateModelCommand<class installer_lib::Filesystem,class ml_installer::ModelValidator>::execute: Validating
    2022-03-08T07:43:14 ml_installer::ModelValidator::Validate: Running validator "C:\Program Files\Sophos\Sophos ML Engine\ML1\docmodel\16467433947398827\SophosSMEValidator.exe" "C:\Program Files\Sophos\Sophos ML Engine\ML1\docmodel\16467433947398827"
    2022-03-08T07:43:14 ml_installer::ModelValidator::Validate: Validator started
    2022-03-08T07:43:14 ml_installer::ModelValidator::Validate: Validator returned 3
    2022-03-08T07:43:14 ml_installer::ValidateModelCommand<class installer_lib::Filesystem,class ml_installer::ModelValidator>::execute: Validation Failed
    2022-03-08T07:43:14 ml_installer::ValidateModelCommand<class installer_lib::Filesystem,class ml_installer::ModelValidator>::execute: Removing "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827\\SophosSMEValidator.exe"
    2022-03-08T07:43:14 installer_lib::Filesystem::remove_all: Successfully removed "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827\\SophosSMEValidator.exe"
    2022-03-08T07:43:14 ml_installer::ValidateModelCommand<class installer_lib::Filesystem,class ml_installer::ModelValidator>::execute: Successfully removed "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827\\SophosSMEValidator.exe"
    2022-03-08T07:43:14 installer_lib::InstallFilesCommand<class installer_lib::FileInstaller<class installer_lib::Filesystem>,class installer_lib::Filesystem>::backout: Backing out: Removing files from "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827"
    2022-03-08T07:43:14 installer_lib::Filesystem::remove_all: Successfully removed "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827"
    2022-03-08T07:43:14 installer_lib::InstallFilesCommand<class installer_lib::FileInstaller<class installer_lib::Filesystem>,class installer_lib::Filesystem>::backout: Backing out: Successfully removed files from "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827"
    2022-03-08T07:43:14 CPluginComponent::Install: Installation failed

    Sophos ML Engine Validator Log 20220308 074314.txt ; 

    Version: 1.8.7.1
    2022-03-08T07:43:14 wWinMain: Command line: "C:\Program Files\Sophos\Sophos ML Engine\ML1\docmodel\16467433947398827"
    2022-03-08T07:43:14 `anonymous-namespace'::Startup: Successfully set search path using standard approach.
    2022-03-08T07:43:14 Validate: File C:\Program Files\Sophos\Sophos ML Engine\ML1\docmodel\16467433947398827\docmodel.dll not signed by Sophos
    2022-03-08T07:43:14 wWinMain: Validation failed

    Thanks for your help

Reply
  • Hi SophosUser930, 

    As per your request

    Sophos ML Engine Install Log 20220308 074314.txt : 

    Version: 1.8.7.1
    2022-03-08T07:43:14 CPluginComponent::Install: Installation starting
    2022-03-08T07:43:14 installer_lib::InstallFilesCommand<class installer_lib::FileInstaller<class installer_lib::Filesystem>,class installer_lib::Filesystem>::execute: Installing files to "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827"
    2022-03-08T07:43:14 installer_lib::FileInstaller<class installer_lib::Filesystem>::detect_changes: Looking for changes
    2022-03-08T07:43:14 installer_lib::FileInstaller<class installer_lib::Filesystem>::detect_changes: Looking at source files in "C:\\ProgramData\\Sophos\\AutoUpdate\\Cache\\decoded\\sme64\\docmodel"
    2022-03-08T07:43:14 installer_lib::FileInstaller<class installer_lib::Filesystem>::detect_changes: Looking at current files in "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16388810729236551"
    2022-03-08T07:43:14 installer_lib::FileInstaller<class installer_lib::Filesystem>::detect_changes: Marking file "docmodel.dll" for copy as it has changed
    2022-03-08T07:43:14 installer_lib::FileInstaller<class installer_lib::Filesystem>::detect_changes: Marking file "manifest.dat" for copy as it has changed
    2022-03-08T07:43:14 installer_lib::FileInstaller<class installer_lib::Filesystem>::detect_changes: Marking file "onnxruntime.dll" for copy as it is a DLL
    2022-03-08T07:43:14 installer_lib::FileInstaller<class installer_lib::Filesystem>::detect_changes: Marking "static_office.dat" for linking as it has not changed
    2022-03-08T07:43:14 installer_lib::FileInstaller<class installer_lib::Filesystem>::detect_changes: Marking file "static_pdf.dat" for copy as it has changed
    2022-03-08T07:43:14 installer_lib::FileInstaller<class installer_lib::Filesystem>::detect_changes: Marking file "static_rtf.dat" for copy as it has changed
    2022-03-08T07:43:14 installer_lib::FileInstaller<class installer_lib::Filesystem>::run: Change detected - copying files to "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827"
    2022-03-08T07:43:14 installer_lib::FileInstaller<class installer_lib::Filesystem>::copy_files: Copying "C:\\ProgramData\\Sophos\\AutoUpdate\\Cache\\decoded\\sme64\\docmodel\\docmodel.dll" to "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827"
    2022-03-08T07:43:14 installer_lib::Filesystem::copy: src: "C:\\ProgramData\\Sophos\\AutoUpdate\\Cache\\decoded\\sme64\\docmodel\\docmodel.dll" exists
    2022-03-08T07:43:14 installer_lib::Filesystem::copy: dst: "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827" exists and is a directory
    2022-03-08T07:43:14 installer_lib::FileInstaller<class installer_lib::Filesystem>::copy_files: Copying "C:\\ProgramData\\Sophos\\AutoUpdate\\Cache\\decoded\\sme64\\docmodel\\manifest.dat" to "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827"
    2022-03-08T07:43:14 installer_lib::Filesystem::copy: src: "C:\\ProgramData\\Sophos\\AutoUpdate\\Cache\\decoded\\sme64\\docmodel\\manifest.dat" exists
    2022-03-08T07:43:14 installer_lib::Filesystem::copy: dst: "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827" exists and is a directory
    2022-03-08T07:43:14 installer_lib::FileInstaller<class installer_lib::Filesystem>::copy_files: Copying "C:\\ProgramData\\Sophos\\AutoUpdate\\Cache\\decoded\\sme64\\docmodel\\onnxruntime.dll" to "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827"
    2022-03-08T07:43:14 installer_lib::Filesystem::copy: src: "C:\\ProgramData\\Sophos\\AutoUpdate\\Cache\\decoded\\sme64\\docmodel\\onnxruntime.dll" exists
    2022-03-08T07:43:14 installer_lib::Filesystem::copy: dst: "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827" exists and is a directory
    2022-03-08T07:43:14 installer_lib::FileInstaller<class installer_lib::Filesystem>::copy_files: Linking "C:\\ProgramData\\Sophos\\AutoUpdate\\Cache\\decoded\\sme64\\docmodel\\static_office.dat"
    2022-03-08T07:43:14 installer_lib::FileInstaller<class installer_lib::Filesystem>::copy_files: Copying "C:\\ProgramData\\Sophos\\AutoUpdate\\Cache\\decoded\\sme64\\docmodel\\static_pdf.dat" to "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827"
    2022-03-08T07:43:14 installer_lib::Filesystem::copy: src: "C:\\ProgramData\\Sophos\\AutoUpdate\\Cache\\decoded\\sme64\\docmodel\\static_pdf.dat" exists
    2022-03-08T07:43:14 installer_lib::Filesystem::copy: dst: "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827" exists and is a directory
    2022-03-08T07:43:14 installer_lib::FileInstaller<class installer_lib::Filesystem>::copy_files: Copying "C:\\ProgramData\\Sophos\\AutoUpdate\\Cache\\decoded\\sme64\\docmodel\\static_rtf.dat" to "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827"
    2022-03-08T07:43:14 installer_lib::Filesystem::copy: src: "C:\\ProgramData\\Sophos\\AutoUpdate\\Cache\\decoded\\sme64\\docmodel\\static_rtf.dat" exists
    2022-03-08T07:43:14 installer_lib::Filesystem::copy: dst: "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827" exists and is a directory
    2022-03-08T07:43:14 installer_lib::FileInstaller<class installer_lib::Filesystem>::run: Copying files succeeded
    2022-03-08T07:43:14 installer_lib::InstallFilesCommand<class installer_lib::FileInstaller<class installer_lib::Filesystem>,class installer_lib::Filesystem>::execute: Successfully installed files to "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827"
    2022-03-08T07:43:14 ml_installer::ValidateModelCommand<class installer_lib::Filesystem,class ml_installer::ModelValidator>::execute: Copying "C:\\ProgramData\\Sophos\\AutoUpdate\\Cache\\decoded\\sme64\\SophosSMEValidator.exe" to "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827"
    2022-03-08T07:43:14 installer_lib::Filesystem::copy: src: "C:\\ProgramData\\Sophos\\AutoUpdate\\Cache\\decoded\\sme64\\SophosSMEValidator.exe" exists
    2022-03-08T07:43:14 installer_lib::Filesystem::copy: dst: "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827" exists and is a directory
    2022-03-08T07:43:14 ml_installer::ValidateModelCommand<class installer_lib::Filesystem,class ml_installer::ModelValidator>::execute: Successfully copied "C:\\ProgramData\\Sophos\\AutoUpdate\\Cache\\decoded\\sme64\\SophosSMEValidator.exe" to "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827"
    2022-03-08T07:43:14 ml_installer::ValidateModelCommand<class installer_lib::Filesystem,class ml_installer::ModelValidator>::execute: Validating
    2022-03-08T07:43:14 ml_installer::ModelValidator::Validate: Running validator "C:\Program Files\Sophos\Sophos ML Engine\ML1\docmodel\16467433947398827\SophosSMEValidator.exe" "C:\Program Files\Sophos\Sophos ML Engine\ML1\docmodel\16467433947398827"
    2022-03-08T07:43:14 ml_installer::ModelValidator::Validate: Validator started
    2022-03-08T07:43:14 ml_installer::ModelValidator::Validate: Validator returned 3
    2022-03-08T07:43:14 ml_installer::ValidateModelCommand<class installer_lib::Filesystem,class ml_installer::ModelValidator>::execute: Validation Failed
    2022-03-08T07:43:14 ml_installer::ValidateModelCommand<class installer_lib::Filesystem,class ml_installer::ModelValidator>::execute: Removing "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827\\SophosSMEValidator.exe"
    2022-03-08T07:43:14 installer_lib::Filesystem::remove_all: Successfully removed "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827\\SophosSMEValidator.exe"
    2022-03-08T07:43:14 ml_installer::ValidateModelCommand<class installer_lib::Filesystem,class ml_installer::ModelValidator>::execute: Successfully removed "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827\\SophosSMEValidator.exe"
    2022-03-08T07:43:14 installer_lib::InstallFilesCommand<class installer_lib::FileInstaller<class installer_lib::Filesystem>,class installer_lib::Filesystem>::backout: Backing out: Removing files from "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827"
    2022-03-08T07:43:14 installer_lib::Filesystem::remove_all: Successfully removed "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827"
    2022-03-08T07:43:14 installer_lib::InstallFilesCommand<class installer_lib::FileInstaller<class installer_lib::Filesystem>,class installer_lib::Filesystem>::backout: Backing out: Successfully removed files from "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\docmodel\\16467433947398827"
    2022-03-08T07:43:14 CPluginComponent::Install: Installation failed

    Sophos ML Engine Validator Log 20220308 074314.txt ; 

    Version: 1.8.7.1
    2022-03-08T07:43:14 wWinMain: Command line: "C:\Program Files\Sophos\Sophos ML Engine\ML1\docmodel\16467433947398827"
    2022-03-08T07:43:14 `anonymous-namespace'::Startup: Successfully set search path using standard approach.
    2022-03-08T07:43:14 Validate: File C:\Program Files\Sophos\Sophos ML Engine\ML1\docmodel\16467433947398827\docmodel.dll not signed by Sophos
    2022-03-08T07:43:14 wWinMain: Validation failed

    Thanks for your help

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