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Sophos installation failed- failed to install SED64

Yee Loon Ong

Hi support, I need help with the issue as per subject. Logs is collected from %temp%

Started C:\Program Files (x86)\Sophos\CloudInstaller\su-setup32.exe
29/6/2022 5:41:10 pm, WARNING : Failed to determine if AutoUpdate is using a custom install location: Failed to query string value : Error code: 2
29/6/2022 5:41:10 pm, INFO : Driver is not already installed.
29/6/2022 5:41:10 pm, INFO : Getting the SED Component version from C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\sed64\integrity.dat
29/6/2022 5:41:10 pm, INFO : Starting Sophos Endpoint Defense clean installation (3.0.1.878)
29/6/2022 5:41:10 pm, INFO : Wrote HKEY_LOCAL_MACHINE SYSTEM\CurrentControlSet\Services\Sophos Endpoint Defense value: ComponentVersion data: 3.0.1.878
29/6/2022 5:41:10 pm, INFO : Unregistered old SSP Component from Sophos AutoUpdate.
29/6/2022 5:41:10 pm, INFO : Wrote HKEY_LOCAL_MACHINE SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\Sophos Endpoint Defense\ value: DisplayName data: Sophos Endpoint Defense
29/6/2022 5:41:10 pm, INFO : Wrote HKEY_LOCAL_MACHINE SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\Sophos Endpoint Defense\ value: Publisher data: Sophos Limited
29/6/2022 5:41:10 pm, INFO : Wrote HKEY_LOCAL_MACHINE SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\Sophos Endpoint Defense\ value: InstallLocation data: C:\Program Files\Sophos\Endpoint Defense
29/6/2022 5:41:10 pm, INFO : Wrote HKEY_LOCAL_MACHINE SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\Sophos Endpoint Defense\ value: UninstallString data: "C:\Program Files\Sophos\Endpoint Defense\SEDuninstall.exe"
29/6/2022 5:41:10 pm, INFO : Wrote HKEY_LOCAL_MACHINE SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\Sophos Endpoint Defense\ value: DisplayIcon data: C:\Program Files\Sophos\Endpoint Defense\SEDuninstall.exe
29/6/2022 5:41:10 pm, INFO : Wrote HKEY_LOCAL_MACHINE SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\Sophos Endpoint Defense\ value: DisplayVersion data: 3.0.1.878
29/6/2022 5:41:10 pm, INFO : Wrote HKEY_LOCAL_MACHINE SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\Sophos Endpoint Defense\ value: VersionMajor data: 3
29/6/2022 5:41:10 pm, INFO : Wrote HKEY_LOCAL_MACHINE SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\Sophos Endpoint Defense\ value: VersionMinor data: 0
29/6/2022 5:41:10 pm, INFO : Wrote HKEY_LOCAL_MACHINE SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\Sophos Endpoint Defense\ value: URLInfoAbout data: http://www.sophos.com
29/6/2022 5:41:10 pm, INFO : Wrote HKEY_LOCAL_MACHINE SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\Sophos Endpoint Defense\ value: InstallDate data: 20220629
29/6/2022 5:41:10 pm, INFO : Wrote HKEY_LOCAL_MACHINE SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\Sophos Endpoint Defense\ value: HelpLink data: http://www.sophos.com/support
29/6/2022 5:41:10 pm, INFO : Wrote HKEY_LOCAL_MACHINE SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\Sophos Endpoint Defense\ value: Contact data: Sophos Technical Support
29/6/2022 5:41:10 pm, INFO : Wrote HKEY_LOCAL_MACHINE SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\Sophos Endpoint Defense\ value: Comments data: Protects your Sophos Endpoint
29/6/2022 5:41:10 pm, INFO : Registry configured successfully to register to Add Remove Programs.
29/6/2022 5:41:10 pm, INFO : Copying C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\sed64\appfeed_part_0001.dat to C:\ProgramData\Sophos\Endpoint Defense\Data\AppFeed\\1656495670\appfeed_part_0001.dat
29/6/2022 5:41:10 pm, INFO : Supplement files copied successfully.
29/6/2022 5:41:10 pm, INFO : Copying corecustomeradapter.dll is not required.
29/6/2022 5:41:10 pm, INFO : Copying coreendpointadapter.dll is not required.
29/6/2022 5:41:10 pm, INFO : Unable to check if files are identical: GetFileVersionInfoSizeW for pathOne failed with error 1812
29/6/2022 5:41:10 pm, INFO : Copying C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\sed64\NOTICE.txt to C:\Program Files\Sophos\Endpoint Defense\NOTICE.txt
29/6/2022 5:41:10 pm, INFO : Unable to check if files are identical: GetFileVersionInfoSizeW for pathOne failed with error 1812
29/6/2022 5:41:10 pm, INFO : Copying C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\sed64\public.pem to C:\Program Files\Sophos\Endpoint Defense\public.pem
29/6/2022 5:41:10 pm, INFO : Copying safestore64.dll is not required.
29/6/2022 5:41:10 pm, INFO : Unable to check if files are identical: GetFileVersionInfoSizeW for pathOne failed with error 1812
29/6/2022 5:41:10 pm, INFO : Copying C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\sed64\SecurityProductInformation.ini to C:\Program Files\Sophos\Endpoint Defense\SecurityProductInformation.ini
29/6/2022 5:41:10 pm, INFO : Copying sedcli.exe is not required.
29/6/2022 5:41:10 pm, INFO : Copying sedservice.exe is not required.
29/6/2022 5:41:10 pm, INFO : Copying sedtelemetry.exe is not required.
29/6/2022 5:41:10 pm, INFO : Copying seduninstall.exe is not required.
29/6/2022 5:41:10 pm, INFO : Copying sophoscleanup.exe is not required.
29/6/2022 5:41:10 pm, INFO : Unable to check if files are identical: GetFileVersionInfoSizeW for pathOne failed with error 1812
29/6/2022 5:41:10 pm, INFO : Copying C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\sed64\SophosED.cat to C:\Program Files\Sophos\Endpoint Defense\SophosED.cat
29/6/2022 5:41:10 pm, INFO : Unable to check if files are identical: GetFileVersionInfoSizeW for pathOne failed with error 1812
29/6/2022 5:41:10 pm, INFO : Copying C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\sed64\SophosED.inf to C:\Program Files\Sophos\Endpoint Defense\SophosED.inf
29/6/2022 5:41:10 pm, INFO : Unable to check if files are identical: GetFileVersionInfoSizeW for pathOne failed with error 1812
29/6/2022 5:41:10 pm, INFO : Copying C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\sed64\SophosED.man to C:\Program Files\Sophos\Endpoint Defense\SophosED.man
29/6/2022 5:41:10 pm, INFO : Copying sophosed.sys is not required.
29/6/2022 5:41:10 pm, INFO : Unable to check if files are identical: GetFileVersionInfoSizeW for pathOne failed with error 1812
29/6/2022 5:41:10 pm, INFO : Copying C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\sed64\SophosEL.cat to C:\Program Files\Sophos\Endpoint Defense\SophosEL.cat
29/6/2022 5:41:10 pm, INFO : Unable to check if files are identical: GetFileVersionInfoSizeW for pathOne failed with error 1812
29/6/2022 5:41:10 pm, INFO : Copying C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\sed64\SophosEL.inf to C:\Program Files\Sophos\Endpoint Defense\SophosEL.inf
29/6/2022 5:41:10 pm, INFO : Copying sophosel.sys is not required.
29/6/2022 5:41:10 pm, INFO : Copying sophosfilesubmitter.exe is not required.
29/6/2022 5:41:10 pm, INFO : Copying sophosna.exe is not required.
29/6/2022 5:41:10 pm, INFO : Copying sophosrestore.exe is not required.
29/6/2022 5:41:10 pm, INFO : Copying sophossafestore.exe is not required.
29/6/2022 5:41:10 pm, INFO : Copying sophosscancoordinator.exe is not required.
29/6/2022 5:41:10 pm, INFO : Copying sophtlib.dll is not required.
29/6/2022 5:41:10 pm, INFO : Copying sspdevcon.exe is not required.
29/6/2022 5:41:10 pm, INFO : Copying sspedr.exe is not required.
29/6/2022 5:41:10 pm, INFO : Copying sspservice.exe is not required.
29/6/2022 5:41:10 pm, INFO : Copying ssptelemetry.exe is not required.
29/6/2022 5:41:10 pm, INFO : Binaries copied successfully.
29/6/2022 5:41:10 pm, INFO : Operating system version is Win10 or greater and supports InstallELAMCertificate ...
29/6/2022 5:41:10 pm, INFO : Installing ELAM driver...
29/6/2022 5:41:10 pm, INFO : Copying C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\sed64\SophosEL.sys to C:\Windows\system32\drivers\SophosEL.sys
29/6/2022 5:41:10 pm, INFO : Copying C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\sed64\SophosEL.sys to C:\Windows\ELAMBKUP\SophosEL.sys
29/6/2022 5:41:10 pm, INFO : Sophos ELAM successfully unregistered.
29/6/2022 5:41:10 pm, INFO : Existing Sophos ELAM discovered and successfully deleted.
29/6/2022 5:41:10 pm, INFO : Registered C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\sed64\SophosEL.cat in the Windows Driver Database as SophosEL-amd64-3.0.1.309.cat
29/6/2022 5:41:10 pm, INFO : ELAM Driver successfully installed.
29/6/2022 5:41:10 pm, INFO : Starting SEDcli.exe to install the ELAM Certificate information ...
29/6/2022 5:41:10 pm, INFO : Command line: "C:\Program Files\Sophos\Endpoint Defense\SEDcli.exe" -installELAMCertInfo
29/6/2022 5:41:10 pm, INFO : ELAM Certificate information installed ...
29/6/2022 5:41:10 pm, INFO : Installing Sophos Endpoint Defense Service ...
29/6/2022 5:41:10 pm, ERROR : Error installing Sophos Endpoint Defense: Existing Sophos Endpoint Defense Service discovered, error attempting to delete it.
29/6/2022 5:41:10 pm, INFO : Starting rollback of failed installation.
29/6/2022 5:41:10 pm, INFO : Getting the SED Component version from C:\Program Files\Sophos\Endpoint Defense\integrity.dat
29/6/2022 5:41:10 pm, WARNING : Failed to get the SED Component version from C:\Program Files\Sophos\Endpoint Defense\integrity.dat
29/6/2022 5:41:10 pm, INFO : Starting Sophos Endpoint Defense uninstallation (3.0.1.878)
29/6/2022 5:41:10 pm, INFO : Operating system version is Win10 or greater and supports InstallELAMCertificate ...
29/6/2022 5:41:10 pm, WARNING : Failed to query if the SEL driver can be unloaded or service stopped.
29/6/2022 5:41:10 pm, WARNING : Failed to query if the driver can be unloaded or service stopped.
29/6/2022 5:41:10 pm, INFO : Removed Sophos process keys under 'AppCompatFlags\Custom'
29/6/2022 5:41:10 pm, INFO : Removed Sophos process keys under 'Image File Execution Options'
29/6/2022 5:41:10 pm, INFO : Removed Sophos process keys under 'AppCompatFlags\Custom - WOW6432'
29/6/2022 5:41:10 pm, INFO : Removed Sophos process keys under 'Image File Execution Options - WOW6432'
29/6/2022 5:41:10 pm, INFO : Stopping Sophos System Protection Service ...
29/6/2022 5:41:10 pm, WARNING : Could not open service - Sophos System Protection Service, error 1060.
29/6/2022 5:41:11 pm, WARNING : Could not open service - Sophos System Protection Service, error 1060.
29/6/2022 5:41:12 pm, WARNING : Could not open service - Sophos System Protection Service, error 1060.
29/6/2022 5:41:13 pm, WARNING : Could not open service - Sophos System Protection Service, error 1060.
29/6/2022 5:41:14 pm, WARNING : Could not open service - Sophos System Protection Service, error 1060.
29/6/2022 5:41:15 pm, WARNING : Could not open service - Sophos System Protection Service, error 1060.
29/6/2022 5:41:16 pm, WARNING : Could not open service - Sophos System Protection Service, error 1060.
29/6/2022 5:41:17 pm, WARNING : Could not open service - Sophos System Protection Service, error 1060.
29/6/2022 5:41:18 pm, WARNING : Could not open service - Sophos System Protection Service, error 1060.
29/6/2022 5:41:19 pm, WARNING : Could not open service - Sophos System Protection Service, error 1060.
29/6/2022 5:41:20 pm, WARNING : Could not open service - Sophos System Protection Service, error 1060.
29/6/2022 5:41:21 pm, WARNING : Could not open service - Sophos System Protection Service, error 1060.
29/6/2022 5:41:22 pm, WARNING : Could not open service - Sophos System Protection Service, error 1060.
29/6/2022 5:41:23 pm, WARNING : Could not open service - Sophos System Protection Service, error 1060.
29/6/2022 5:41:24 pm, WARNING : Could not open service - Sophos System Protection Service, error 1060.
29/6/2022 5:41:25 pm, WARNING : Could not open service - Sophos System Protection Service, error 1060.
29/6/2022 5:41:26 pm, WARNING : Could not open service - Sophos System Protection Service, error 1060.
29/6/2022 5:41:27 pm, WARNING : Could not open service - Sophos System Protection Service, error 1060.
29/6/2022 5:41:28 pm, WARNING : Could not open service - Sophos System Protection Service, error 1060.
29/6/2022 5:41:29 pm, WARNING : Could not open service - Sophos System Protection Service, error 1060.
29/6/2022 5:41:30 pm, WARNING : Could not open service - Sophos System Protection Service, error 1060.
29/6/2022 5:41:31 pm, WARNING : Could not open service - Sophos System Protection Service, error 1060.
29/6/2022 5:41:32 pm, WARNING : Could not open service - Sophos System Protection Service, error 1060.
29/6/2022 5:41:33 pm, WARNING : Could not open service - Sophos System Protection Service, error 1060.
29/6/2022 5:41:34 pm, WARNING : Could not open service - Sophos System Protection Service, error 1060.
29/6/2022 5:41:35 pm, WARNING : Could not open service - Sophos System Protection Service, error 1060.
29/6/2022 5:41:36 pm, WARNING : Could not open service - Sophos System Protection Service, error 1060.
29/6/2022 5:41:37 pm, WARNING : Could not open service - Sophos System Protection Service, error 1060.
29/6/2022 5:41:38 pm, WARNING : Could not open service - Sophos System Protection Service, error 1060.
29/6/2022 5:41:39 pm, WARNING : Could not open service - Sophos System Protection Service, error 1060.
29/6/2022 5:41:40 pm, WARNING : Could not open service - Sophos System Protection Service, error 1060.
29/6/2022 5:41:40 pm, WARNING : Skipping stop service - Sophos System Protection Service is not installed.
29/6/2022 5:41:40 pm, INFO : Stopping Sophos Endpoint Defense Service ...
29/6/2022 5:42:11 pm, WARNING : Sophos System Protection Service has already been removed from the Service Control Manager.
29/6/2022 5:42:11 pm, ERROR : Failed to uninstall: Failed to delete service.
29/6/2022 5:42:11 pm, ERROR : Rollback failed: Failed to delete service.
29/6/2022 5:42:11 pm, ERROR : SetupPlugin install error: Existing Sophos Endpoint Defense Service discovered, error attempting to delete it.



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Parents
  • 0

    Hi Yee Loon Ong,

    Thanks for reaching out to the Sophos Community Forum. 

    The first error I can see in the logs you posted is as follows:
    29/6/2022 5:41:10 pm, ERROR : Error installing Sophos Endpoint Defense: Existing Sophos Endpoint Defense Service discovered, error attempting to delete it.

    If there are remnants of a previous installation left behind on this device, I recommend using the Sophos Zap tool to clean up the system, before attempting a fresh install.

    Kushal Lakhan
    Team Lead, Global Community Support
    Connect with Sophos Support, get alerted, and be informed.
    If a post solves your question, please use the "Verify Answer" button.
    The New Home of Sophos Support Videos!  - Visit Sophos Techvids
Reply
  • 0

    Hi Yee Loon Ong,

    Thanks for reaching out to the Sophos Community Forum. 

    The first error I can see in the logs you posted is as follows:
    29/6/2022 5:41:10 pm, ERROR : Error installing Sophos Endpoint Defense: Existing Sophos Endpoint Defense Service discovered, error attempting to delete it.

    If there are remnants of a previous installation left behind on this device, I recommend using the Sophos Zap tool to clean up the system, before attempting a fresh install.

    Kushal Lakhan
    Team Lead, Global Community Support
    Connect with Sophos Support, get alerted, and be informed.
    If a post solves your question, please use the "Verify Answer" button.
    The New Home of Sophos Support Videos!  - Visit Sophos Techvids
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