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Failed installation

Tom Nguyen

Dear Support Team,

I have tried to update Sophos on Windows 10  laptop. It's errored out every time. Then I have tried to re-install it but always got the error message is "Failed installation". Below is the partial content of the latest log file.

2022-03-24T12:29:16.2063213Z INFO : Installing Component: Sophos Endpoint Defense for Windows (64-bit)
2022-03-24T12:29:16.2063213Z INFO : setupDll='setup.dll'; setupExe='su-setup32.exe'.
2022-03-24T12:29:16.282Z [15248:14516] I Trying to load setup.dll of product 1129226C-32AB-4B72-85E1-A9CC8DFBC859 3.0.1.878.
2022-03-24T12:29:16.355Z [15248:14516] I Setup DLL loaded C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\sed64\setup.dll.
2022-03-24T12:29:16.355Z [15248:14516] I Trying interface IProductSetup2 of product 1129226C-32AB-4B72-85E1-A9CC8DFBC859 3.0.1.878.
2022-03-24T12:29:16.355Z [15248:14516] I Successfully established interface IProductSetup2.
2022-03-24T12:30:18.510Z [15248:14516] I Reboot state: 0
2022-03-24T12:30:18.511Z [15248:14516] W Failed to install product 1129226C-32AB-4B72-85E1-A9CC8DFBC859 3.0.1.878.
2022-03-24T12:30:18.5087778Z ERROR : su-setup: exit 1
2022-03-24T12:30:18.5087778Z INFO : Installed Sophos Endpoint Defense for Windows (64-bit): -2147213568 (reboot code: 0)
2022-03-24T12:32:18.5342457Z INFO : setupDll='setup.dll'; setupExe='su-setup32.exe'.
2022-03-24T12:32:18.589Z [13932:13040] I Trying to load setup.dll of product 1129226C-32AB-4B72-85E1-A9CC8DFBC859 3.0.1.878.
2022-03-24T12:32:18.651Z [13932:13040] I Setup DLL loaded C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\sed64\setup.dll.
2022-03-24T12:32:18.651Z [13932:13040] I Trying interface IProductSetup2 of product 1129226C-32AB-4B72-85E1-A9CC8DFBC859 3.0.1.878.
2022-03-24T12:32:18.652Z [13932:13040] I Successfully established interface IProductSetup2.
2022-03-24T12:33:19.422Z [13932:13040] I Reboot state: 0
2022-03-24T12:33:19.422Z [13932:13040] W Failed to install product 1129226C-32AB-4B72-85E1-A9CC8DFBC859 3.0.1.878.
2022-03-24T12:33:19.4206471Z ERROR : su-setup: exit 1
2022-03-24T12:33:19.4206471Z INFO : Installed Sophos Endpoint Defense for Windows (64-bit): -2147213568 (reboot code: 0)
2022-03-24T12:37:19.4448731Z INFO : setupDll='setup.dll'; setupExe='su-setup32.exe'.
2022-03-24T12:37:19.506Z [15032:14452] I Trying to load setup.dll of product 1129226C-32AB-4B72-85E1-A9CC8DFBC859 3.0.1.878.
...
2022-03-24T12:38:20.3581836Z ERROR : su-setup: exit 1
2022-03-24T12:38:20.3581836Z INFO : Installed Sophos Endpoint Defense for Windows (64-bit): -2147213568 (reboot code: 0)
2022-03-24T12:38:20.3581836Z ERROR : Installation failed
2022-03-24T12:38:20.3737612Z INFO : Checking manifest:C:\\ProgramData\\Sophos\\AutoUpdate\\Cache\\decoded\\mcsep\\flags_cepng_manifest.dat
2022-03-24T12:38:20.3737612Z INFO : Checking manifest:C:\\ProgramData\\Sophos\\AutoUpdate\\Cache\\decoded\\mcsep\\flags_cix_manifest.dat
2022-03-24T12:38:20.3893849Z INFO : Checking manifest:C:\\ProgramData\\Sophos\\AutoUpdate\\Cache\\decoded\\mcsep\\manifest.dat
...
2022-03-24T12:40:19.3798502Z ERROR : SetupPluginCommand::onRun() failed with ComponentInstaller::InstallError: Failed to install component(s)
2022-03-24T12:40:19.3798502Z INFO : Command 'SetupPlugin' completed with failure with reboot code '1' and error message 'Could not install software'.
2022-03-24T12:40:19.3798502Z ERROR : Installation failed.
2022-03-24T12:40:19.3798502Z INFO : Sending HTTP 'POST' request to: sophos/management/ep/install/events/endpoint/22883123-b2e0-54fa-a8f8-4d737b89693a
2022-03-24T12:40:19.4202200Z INFO : Did not discover an URL for a PAC file
2022-03-24T12:40:19.4202200Z INFO : Attempting to connect using proxy '' of type 'Empty Proxy'.
...
2022-03-24T12:41:44.8090190Z INFO : Cleaning up extracted files
2022-03-24T12:41:44.8246239Z ERROR : Exception: Setup program failed with code: 1


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