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Failed to install NTP64: general error

AdamTH

Hi There,

I am experiencing issues where the error message " Failed to install ntp64: general error"  occurs when installing the Endpoint Protection. Sophos Network Threat Protection Install failing on specific Windows 10 Build - Windows 10 Enterprise 2016 LTSB, Version 10.0.14393 Build 14393.

Deployment works fine on Windows 10 Education, also noticed Sophos IPS service missing when compared with working machines.

Is anyone able to provide a fix for this issue please? 

Added log for Sophos Network Threat Protection Install :

"

2022-03-22T14:48:10.719Z [ 9684: 9424] A Begin install
2022-03-22T14:48:14.775Z [ 9684: 9424] A NTP not installed, clean installation
2022-03-22T14:48:14.781Z [ 9684: 9424] A Executing step: NTP directory installer
2022-03-22T14:48:14.783Z [ 9684: 9424] A Executing step: Create directory C:\Program Files\Sophos\Sophos Network Threat Protection and all parent directories
2022-03-22T14:48:14.786Z [ 9684: 9424] A Executing step: Create directory C:\Program Files\Sophos\Sophos Network Threat Protection\IPS Configuration and all parent directories
2022-03-22T14:48:14.788Z [ 9684: 9424] A Executing step: Create directory C:\Program Files\Sophos\Sophos Network Threat Protection\IPS Dynamic Modules and all parent directories
2022-03-22T14:48:14.790Z [ 9684: 9424] A Executing step: Create directory C:\Program Files\Sophos\Sophos Network Threat Protection\IPS Dynamic Preprocessors and all parent directories
2022-03-22T14:48:14.792Z [ 9684: 9424] A Executing step: Create directory C:\ProgramData\Sophos\Sophos Network Threat Protection and all parent directories
2022-03-22T14:48:14.795Z [ 9684: 9424] A Executing step: Create directory C:\ProgramData\Sophos\Sophos Network Threat Protection\Config and all parent directories
2022-03-22T14:48:14.798Z [ 9684: 9424] A Executing step: Create directory C:\ProgramData\Sophos\Sophos Network Threat Protection\Config\Status and all parent directories
2022-03-22T14:48:14.800Z [ 9684: 9424] A Executing step: Create directory C:\ProgramData\Sophos\Sophos Network Threat Protection\Logs and all parent directories
2022-03-22T14:48:14.802Z [ 9684: 9424] A Executing step: Create directory C:\ProgramData\Sophos\Sophos Network Threat Protection\IPS and all parent directories
2022-03-22T14:48:14.803Z [ 9684: 9424] A Executing step: Create directory C:\ProgramData\Sophos\Heartbeat and all parent directories
2022-03-22T14:48:14.806Z [ 9684: 9424] A Executing step: Create directory C:\ProgramData\Sophos\Heartbeat\Config and all parent directories
2022-03-22T14:48:14.807Z [ 9684: 9424] A Executing step: Create directory C:\ProgramData\Sophos\Heartbeat\Logs and all parent directories
2022-03-22T14:48:14.808Z [ 9684: 9424] A Executing step: Create directory C:\ProgramData\Sophos\Heartbeat\Persist and all parent directories
2022-03-22T14:48:14.810Z [ 9684: 9424] A Executing step: Create directory C:\Program Files\Sophos\Sophos Network Threat Protection\ZtnaDriver and all parent directories
2022-03-22T14:48:14.811Z [ 9684: 9424] A Executing step: Create directory C:\ProgramData\Sophos\Sophos Network Threat Protection\ztnacookies and all parent directories
2022-03-22T14:48:14.813Z [ 9684: 9424] A Executing step: Driver installer
2022-03-22T14:48:14.814Z [ 9684: 9424] A Executing step: CopyFile(C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\ntp64\Sophos\Sophos Network Threat Protection\Sntp.sys, C:\Program Files\Sophos\Sophos Network Threat Protection\Sntp.sys)
2022-03-22T14:48:14.816Z [ 9684: 9424] A Executing step: CopyFile(C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\ntp64\Sophos\Sophos Network Threat Protection\Sntp.inf, C:\Program Files\Sophos\Sophos Network Threat Protection\Sntp.inf)
2022-03-22T14:48:14.818Z [ 9684: 9424] A Executing step: CopyFile(C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\ntp64\Sophos\Sophos Network Threat Protection\Sntp.cat, C:\Program Files\Sophos\Sophos Network Threat Protection\Sntp.cat)
2022-03-22T14:48:14.820Z [ 9684: 9424] A Executing step: CopyFile(C:\Program Files\Sophos\Sophos Network Threat Protection\sntp.sys, C:\windows\system32\Drivers\sntp.sys)
2022-03-22T14:48:14.844Z [ 9684: 9424] A Executing step: Install service step: sntp
2022-03-22T14:48:14.847Z [ 9684: 9424] A Executing step: Start tamper-protected service step: sntp
2022-03-22T14:48:14.849Z [ 9684: 9424] A Attempting to start service
2022-03-22T14:48:14.888Z [ 9684: 9424] I Waiting 60000ms for service to start.
2022-03-22T14:48:14.888Z [ 9684: 9424] I Waiting for operation to succeed within 60000ms.
2022-03-22T14:48:14.888Z [ 9684: 9424] I The service is running.
2022-03-22T14:48:14.888Z [ 9684: 9424] A Executing step: Event manifest installer
2022-03-22T14:48:14.890Z [ 9684: 9424] A Executing step: CopyFile(C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\ntp64\Sophos\Sophos Network Threat Protection\Sntp.man, C:\Program Files\Sophos\Sophos Network Threat Protection\Sntp.man)
2022-03-22T14:48:14.892Z [ 9684: 9424] A Executing step: RegisterEventManifest(C:\Program Files\Sophos\Sophos Network Threat Protection\Sntp.man)
2022-03-22T14:48:15.052Z [ 9684: 9424] A Executing step: ZTNA driver installer
2022-03-22T14:48:15.054Z [ 9684: 9424] A Executing step: CopyFile(C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\ntp64\Sophos\Sophos Network Threat Protection\ZtnaDriver\sophosztnatap.sys, C:\Program Files\Sophos\Sophos Network Threat Protection\ZtnaDriver\sophosztnatap.sys)
2022-03-22T14:48:15.055Z [ 9684: 9424] A Executing step: CopyFile(C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\ntp64\Sophos\Sophos Network Threat Protection\ZtnaDriver\sophosztnatap.inf, C:\Program Files\Sophos\Sophos Network Threat Protection\ZtnaDriver\sophosztnatap.inf)
2022-03-22T14:48:15.057Z [ 9684: 9424] A Executing step: CopyFile(C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\ntp64\Sophos\Sophos Network Threat Protection\ZtnaDriver\sophosztnatap.cat, C:\Program Files\Sophos\Sophos Network Threat Protection\ZtnaDriver\sophosztnatap.cat)
2022-03-22T14:48:15.059Z [ 9684: 9424] A Executing step: CopyFile(C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\ntp64\Sophos\Sophos Network Threat Protection\ZtnaDriver\Notice.SophosZTNA.txt, C:\Program Files\Sophos\Sophos Network Threat Protection\ZtnaDriver\Notice.SophosZTNA.txt)
2022-03-22T14:48:15.061Z [ 9684: 9424] A Executing step: AddCatalogFile(C:\Program Files\Sophos\Sophos Network Threat Protection\ZtnaDriver\sophosztnatap.cat)
2022-03-22T14:48:15.064Z [ 9684: 9424] A Executing step: UninstallNetComponent(C:\Program Files\Sophos\Sophos Network Threat Protection\ZtnaDriver\sophosztnatap.inf)
2022-03-22T14:48:15.145Z [ 9684: 9424] A Executing step: RemoveCatalogFile(C:\Program Files\Sophos\Sophos Network Threat Protection\ZtnaDriver\sophosztnatap.cat)
2022-03-22T14:48:15.148Z [ 9684: 9424] A Executing step: ServiceRegistryAccessInstallStep("HKLM\SOFTWARE\Sophos\Ztna")
2022-03-22T14:48:15.149Z [ 9684: 9424] A UpdateRegistryAccessToService: registry does not existsHKLM\SOFTWARE\Sophos\Ztna
2022-03-22T14:48:15.150Z [ 9684: 9424] A Executing step: ServiceRegistryAccessInstallStep("HKLM\SYSTEM\CurrentControlSet\Services\Tcpip\Parameters\Interfaces")
2022-03-22T14:48:15.226Z [ 9684: 9424] A Executing step: DeleteRegistryKey(HKLM\SOFTWARE\Sophos\Ztna, 64 Bit)
2022-03-22T14:48:15.228Z [ 9684: 9424] A Executing step: Stop service step: sophosztnatap
2022-03-22T14:48:15.229Z [ 9684: 9424] I Service sophosztnatap is stopped.
2022-03-22T14:48:15.229Z [ 9684: 9424] A Executing step: DeleteFile(C:\windows\System32\drivers\sophosztnatap.sys)
2022-03-22T14:48:15.231Z [ 9684: 9424] A Executing step: CreateRegistryKey(HKLM\SOFTWARE\Sophos\Ztna, 64 Bit)
2022-03-22T14:48:15.232Z [ 9684: 9424] A Executing step: AddCatalogFile(C:\Program Files\Sophos\Sophos Network Threat Protection\ZtnaDriver\sophosztnatap.cat)
2022-03-22T14:48:15.235Z [ 9684: 9424] A Executing step: InstallNetComponent(C:\Program Files\Sophos\Sophos Network Threat Protection\ZtnaDriver\sophosztnatap.inf)
2022-03-22T14:48:16.797Z [ 9684: 9424] A Executing step: RemoveCatalogFile(C:\Program Files\Sophos\Sophos Network Threat Protection\ZtnaDriver\sophosztnatap.cat)
2022-03-22T14:48:16.803Z [ 9684: 9424] A Executing step: ServiceRegistryAccessInstallStep("HKLM\SOFTWARE\Sophos\Ztna")
2022-03-22T14:48:16.804Z [ 9684: 9424] A Executing step: ServiceRegistryAccessInstallStep("HKLM\SYSTEM\CurrentControlSet\Services\Tcpip\Parameters\Interfaces")
2022-03-22T14:48:16.827Z [ 9684: 9424] W Failed to retrieve value name 'SYSTEM\CurrentControlSet\Services\Tcpip\Parameters\Interfaces\{f95fb479-3dd1-4742-b685-bebb0e7a8f83}': More data is available.
2022-03-22T14:48:16.828Z [ 9684: 9424] E Failed step: ServiceRegistryAccessInstallStep("HKLM\SYSTEM\CurrentControlSet\Services\Tcpip\Parameters\Interfaces"), rolling back previous steps
2022-03-22T14:48:16.829Z [ 9684: 9424] A Rolling back step: ServiceRegistryAccessInstallStep("HKLM\SOFTWARE\Sophos\Ztna")
2022-03-22T14:48:16.831Z [ 9684: 9424] A Rolling back step: RemoveCatalogFile(C:\Program Files\Sophos\Sophos Network Threat Protection\ZtnaDriver\sophosztnatap.cat)
2022-03-22T14:48:16.833Z [ 9684: 9424] A Rolling back step: InstallNetComponent(C:\Program Files\Sophos\Sophos Network Threat Protection\ZtnaDriver\sophosztnatap.inf)
2022-03-22T14:48:16.862Z [ 9684: 9424] A Rolling back step: AddCatalogFile(C:\Program Files\Sophos\Sophos Network Threat Protection\ZtnaDriver\sophosztnatap.cat)
2022-03-22T14:48:16.864Z [ 9684: 9424] A Rolling back step: CreateRegistryKey(HKLM\SOFTWARE\Sophos\Ztna, 64 Bit)
2022-03-22T14:48:16.865Z [ 9684: 9424] A Rolling back step: DeleteFile(C:\windows\System32\drivers\sophosztnatap.sys)
2022-03-22T14:48:16.867Z [ 9684: 9424] W MoveFile of C:\windows\TEMP\fec23cbfbdefb82d12f17118a1dd0594a73d420f58269a9aa89148e3b54d8dc9.tmp to C:\windows\System32\drivers\sophosztnatap.sys failed with error 183: Cannot create a file when that file already exists.
2022-03-22T14:48:16.868Z [ 9684: 9424] A Rolling back step: Stop service step: sophosztnatap
2022-03-22T14:48:16.869Z [ 9684: 9424] A Service was already stopped, so no action at Rollback
2022-03-22T14:48:16.870Z [ 9684: 9424] A Rolling back step: DeleteRegistryKey(HKLM\SOFTWARE\Sophos\Ztna, 64 Bit)
2022-03-22T14:48:16.871Z [ 9684: 9424] A Rolling back step: ServiceRegistryAccessInstallStep("HKLM\SYSTEM\CurrentControlSet\Services\Tcpip\Parameters\Interfaces")
2022-03-22T14:48:16.911Z [ 9684: 9424] A Rolling back step: ServiceRegistryAccessInstallStep("HKLM\SOFTWARE\Sophos\Ztna")
2022-03-22T14:48:16.912Z [ 9684: 9424] A Rolling back step: RemoveCatalogFile(C:\Program Files\Sophos\Sophos Network Threat Protection\ZtnaDriver\sophosztnatap.cat)
2022-03-22T14:48:16.915Z [ 9684: 9424] A Rolling back step: UninstallNetComponent(C:\Program Files\Sophos\Sophos Network Threat Protection\ZtnaDriver\sophosztnatap.inf)
2022-03-22T14:48:16.949Z [ 9684: 9424] A NetComponentUninstallStep: Unable to rollback uninstallation
2022-03-22T14:48:16.951Z [ 9684: 9424] A Rolling back step: AddCatalogFile(C:\Program Files\Sophos\Sophos Network Threat Protection\ZtnaDriver\sophosztnatap.cat)
2022-03-22T14:48:16.953Z [ 9684: 9424] A Rolling back step: CopyFile(C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\ntp64\Sophos\Sophos Network Threat Protection\ZtnaDriver\Notice.SophosZTNA.txt, C:\Program Files\Sophos\Sophos Network Threat Protection\ZtnaDriver\Notice.SophosZTNA.txt)
2022-03-22T14:48:16.955Z [ 9684: 9424] A Rolling back step: CopyFile(C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\ntp64\Sophos\Sophos Network Threat Protection\ZtnaDriver\sophosztnatap.cat, C:\Program Files\Sophos\Sophos Network Threat Protection\ZtnaDriver\sophosztnatap.cat)
2022-03-22T14:48:16.956Z [ 9684: 9424] A Rolling back step: CopyFile(C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\ntp64\Sophos\Sophos Network Threat Protection\ZtnaDriver\sophosztnatap.inf, C:\Program Files\Sophos\Sophos Network Threat Protection\ZtnaDriver\sophosztnatap.inf)
2022-03-22T14:48:16.957Z [ 9684: 9424] A Rolling back step: CopyFile(C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\ntp64\Sophos\Sophos Network Threat Protection\ZtnaDriver\sophosztnatap.sys, C:\Program Files\Sophos\Sophos Network Threat Protection\ZtnaDriver\sophosztnatap.sys)
2022-03-22T14:48:16.959Z [ 9684: 9424] W Failed composite step
2022-03-22T14:48:16.960Z [ 9684: 9424] E Failed step: ZTNA driver installer, rolling back previous steps
2022-03-22T14:48:16.961Z [ 9684: 9424] A Rolling back step: Event manifest installer
2022-03-22T14:48:16.962Z [ 9684: 9424] A Rolling back step: RegisterEventManifest(C:\Program Files\Sophos\Sophos Network Threat Protection\Sntp.man)
2022-03-22T14:48:17.011Z [ 9684: 9424] A Rolling back step: CopyFile(C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\ntp64\Sophos\Sophos Network Threat Protection\Sntp.man, C:\Program Files\Sophos\Sophos Network Threat Protection\Sntp.man)
2022-03-22T14:48:17.013Z [ 9684: 9424] A Rolling back step: Driver installer
2022-03-22T14:48:17.014Z [ 9684: 9424] A Rolling back step: Start tamper-protected service step: sntp
2022-03-22T14:48:17.016Z [ 9684: 9424] A Attempting to stop service
2022-03-22T14:48:17.017Z [ 9684: 9424] A StopService 'sntp' failed with error 6: The handle is invalid.
2022-03-22T14:48:17.019Z [ 9684: 9424] A Unable to re-stop service during rollback
2022-03-22T14:48:17.020Z [ 9684: 9424] A Rolling back step: Install service step: sntp
2022-03-22T14:48:17.021Z [ 9684: 9424] W OpenService(sntp failed with error 6: The handle is invalid.
2022-03-22T14:48:17.022Z [ 9684: 9424] A Rolling back step: CopyFile(C:\Program Files\Sophos\Sophos Network Threat Protection\sntp.sys, C:\windows\system32\Drivers\sntp.sys)
2022-03-22T14:48:17.024Z [ 9684: 9424] W DeleteFile: C:\windows\system32\Drivers\sntp.sys, failed with error 5: Access is denied.
2022-03-22T14:48:17.026Z [ 9684: 9424] A Rolling back step: CopyFile(C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\ntp64\Sophos\Sophos Network Threat Protection\Sntp.cat, C:\Program Files\Sophos\Sophos Network Threat Protection\Sntp.cat)
2022-03-22T14:48:17.028Z [ 9684: 9424] A Rolling back step: CopyFile(C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\ntp64\Sophos\Sophos Network Threat Protection\Sntp.inf, C:\Program Files\Sophos\Sophos Network Threat Protection\Sntp.inf)
2022-03-22T14:48:17.029Z [ 9684: 9424] A Rolling back step: CopyFile(C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\ntp64\Sophos\Sophos Network Threat Protection\Sntp.sys, C:\Program Files\Sophos\Sophos Network Threat Protection\Sntp.sys)
2022-03-22T14:48:17.030Z [ 9684: 9424] A Rolling back step: NTP directory installer
2022-03-22T14:48:17.032Z [ 9684: 9424] A Rolling back step: Create directory C:\ProgramData\Sophos\Sophos Network Threat Protection\ztnacookies and all parent directories
2022-03-22T14:48:17.033Z [ 9684: 9424] A Rolling back step: Create directory C:\Program Files\Sophos\Sophos Network Threat Protection\ZtnaDriver and all parent directories
2022-03-22T14:48:17.034Z [ 9684: 9424] A Rolling back step: Create directory C:\ProgramData\Sophos\Heartbeat\Persist and all parent directories
2022-03-22T14:48:17.036Z [ 9684: 9424] A Rolling back step: Create directory C:\ProgramData\Sophos\Heartbeat\Logs and all parent directories
2022-03-22T14:48:17.037Z [ 9684: 9424] A Rolling back step: Create directory C:\ProgramData\Sophos\Heartbeat\Config and all parent directories
2022-03-22T14:48:17.039Z [ 9684: 9424] A Rolling back step: Create directory C:\ProgramData\Sophos\Heartbeat and all parent directories
2022-03-22T14:48:17.040Z [ 9684: 9424] A Rolling back step: Create directory C:\ProgramData\Sophos\Sophos Network Threat Protection\IPS and all parent directories
2022-03-22T14:48:17.042Z [ 9684: 9424] A Rolling back step: Create directory C:\ProgramData\Sophos\Sophos Network Threat Protection\Logs and all parent directories
2022-03-22T14:48:17.043Z [ 9684: 9424] A Rolling back step: Create directory C:\ProgramData\Sophos\Sophos Network Threat Protection\Config\Status and all parent directories
2022-03-22T14:48:17.045Z [ 9684: 9424] A Rolling back step: Create directory C:\ProgramData\Sophos\Sophos Network Threat Protection\Config and all parent directories
2022-03-22T14:48:17.046Z [ 9684: 9424] A Rolling back step: Create directory C:\ProgramData\Sophos\Sophos Network Threat Protection and all parent directories
2022-03-22T14:48:17.048Z [ 9684: 9424] A Rolling back step: Create directory C:\Program Files\Sophos\Sophos Network Threat Protection\IPS Dynamic Preprocessors and all parent directories
2022-03-22T14:48:17.049Z [ 9684: 9424] A Rolling back step: Create directory C:\Program Files\Sophos\Sophos Network Threat Protection\IPS Dynamic Modules and all parent directories
2022-03-22T14:48:17.051Z [ 9684: 9424] A Rolling back step: Create directory C:\Program Files\Sophos\Sophos Network Threat Protection\IPS Configuration and all parent directories
2022-03-22T14:48:17.052Z [ 9684: 9424] A Rolling back step: Create directory C:\Program Files\Sophos\Sophos Network Threat Protection and all parent directories
2022-03-22T14:48:17.054Z [ 9684: 9424] W Failed composite step
2022-03-22T14:48:17.055Z [ 9684: 9424] A Execution failed
2022-03-22T14:48:17.057Z [ 9684: 9424] E Action failed
2022-03-22T14:48:17.059Z [ 9684: 9424] A End product setup "

Thanks in advance. 



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Parents
  • 0

    This seems to be the first error:

    2022-03-22T14:48:16.804Z [ 9684: 9424] A Executing step: ServiceRegistryAccessInstallStep("HKLM\SYSTEM\CurrentControlSet\Services\Tcpip\Parameters\Interfaces")
    2022-03-22T14:48:16.827Z [ 9684: 9424] W Failed to retrieve value name 'SYSTEM\CurrentControlSet\Services\Tcpip\Parameters\Interfaces\{f95fb479-3dd1-4742-b685-bebb0e7a8f83}': More data is available.
    2022-03-22T14:48:16.828Z [ 9684: 9424] E Failed step: ServiceRegistryAccessInstallStep("HKLM\SYSTEM\CurrentControlSet\Services\Tcpip\Parameters\Interfaces"), rolling back previous steps

    If you run Process Monitor and call "Update now" to let AutoUpdate have a go at install NTP, do you see anything odd when reading the reg key referenced?

  • 0 in reply to Sophos User930

    Hi,

    is a ZTNA environment ? Perhaps this is a known limitation ( NZA-675 )

    https://community.sophos.com/zero-trust-network-access/f/recommended-reads/126469/known-issues-list

    NZA-675 Windows update is revoking full access permission for sntpservice for the system registry key. Manually set full control permission for "NT Service\SntpService.". Then restart the service or reboot

    Kind regards

    Isi

Reply Children
  • 0 in reply to R12azul

    Hi Isi,

    Thank you for this. The SntpService isn't available until the Sophos is fully installed. Changing the permissions for the permissions NT Service doesn't make difference. What I found intriguing is that  the installation works fine for any other OS , but not for Windows 10 Enterprise 2016 LTSB. So far tested 4 machines with same OS and they all failed with the same error message  " Could not install software". After machine reboot the following notification is received " 

    What happened: The Sophos Central software installer has been run on a computer but has failed to protect it fully."

    Removing and reinstalling doesn't help either. 

  • 0 in reply to AdamTH

    If you are willing to zip the NTP install log and a unfiltered .PML log file taken from the same install attempt I'd take a look.  Thanks.

  • 0 in reply to Sophos User930

    Thank you again for getting back to me. I will see if can can replicate get the information from another machine next week and reply. Kind regards  

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