Installation of sme64 failed: general error

Hello,

Can I get an advice what shall I try next on resolving the problem of installation of Endpoint protection on users PC.

The main problem is error:

Last Agent Update - 23 days ago - Update Failed

I had tried reinstalling an Sophos Endpoint protection multiple times but same error occurs at the end of installation  "Failed to install ESH64: general error."

I had checked all log files and searched on google for same problems, there was some suggestions to check some registry values and I did but it didn't help. There was also some suggestions for checking PC's services but same result. 

Sophos UI log - last part

2022-09-27T14:10:42.106Z [ 9200: 1668] I Launching UI in session 1: 5772
2022-09-27T14:10:42.106Z [ 9200: 1668] I Sophos UI 2.6.83.0 Installer completed successfully.
2022-09-27T14:10:42.106Z [ 9200: 1668] I Succeeded: Sophos UI 2.6.83.0 Installer
2022-09-27T14:10:42.107Z [ 9200: 1668] I Action was successful; reboot is not required
2022-09-27T14:10:42.107Z [ 9200: 1668] I End product setup

Only error I had came across is this:

Sophos Endpoint Self Help Install log

setup::MsiInstaller::install: New version: {4EFCDD15-24A2-4D89-84A4-857D1BF68FA8}, version: 3.2.339.0
setup::`anonymous-namespace'::getMsiInformationFromProductCode: ERR: 1612 Failed to open product: {4EFCDD15-24A2-4D89-84A4-857D1BF68FA8}
setup::MsiInstaller::install: Install failed: MsiOpenProductW failed: The installation source for this product is not available. Verify that the source exists and that you can access it.
EshSetup::setResult: installation failed
EshSetup::InstUninstEntry: Installed in: C:\Program Files\Sophos\Endpoint Self Help\
FileOperations::CopyFileForcefully: Copying file 'C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\esh64\Configuration\CustomConfig.json' to 'C:\Program Files\Sophos\Endpoint Self Help\Configuration\CustomConfig.json'
EshSetup::InstallConfig: Successfully copied config file
FileOperations::DeleteDirectoryForcefully: Attempt to delete 'C:\Program Files\Sophos\Endpoint Self Help\Rules'
FileOperations::CopyDirForcefully: Copying dir 'C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\esh64\rules' to 'C:\Program Files\Sophos\Endpoint Self Help\Rules'
EshSetup::InstallRules: Successfully installed rules dir

and in SophosUpdate.log

2022-09-28T07:17:25.968Z [ 4772: 8352] I Successfully established interface IProductSetup2.
2022-09-28T07:17:27.169Z [ 4772: 8352] I Reboot state: 0
2022-09-28T07:17:27.169Z [ 4772: 8352] W Failed to install product 7F682906-6E49-481B-89C5-2DCA36720F4F.
2022-09-28T07:17:27.180Z [ 6076: 4944] E su-setup: exit 1

So please any advice what should I try next is appreciated



Added tags
[edited by: Gladys at 11:54 PM (GMT -7) on 3 Oct 2022]
  • Hello Adis,


    Thank you for reaching out via community. 

    Please would you be able to upload the sophosupdate.log here so that we can get an idea of what's happening to the update?

    Thank You.

    Ismail Jaweed Ahmed (Ismail) 
    Senior Professional Service Engineer

  • I was able to find the same error mentioned in the following article. 
    - RESOLVED Advisory: Sophos Central Windows devices - Sophos ML Engine installation failure

    You can also try using the following commands to see if this will perform the necessary certificate installation for you. 

    mkdir C:\digicerttemp

    cd C:\digicerttemp

    certutil.exe -urlcache -f cacerts.digicert.com/DigiCertTrustedRootG4.crt C:\digicerttemp\DigiCertTrustedRootG4.crt

    certutil.exe -addstore root C:\digicerttemp\DigiCertTrustedRootG4.crt

    cd \

    rmdir digicerttemp /S /Q

    Kushal Lakhan
    Global Community Support Engineer
    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
  • Hello,

    I was also able to find the solution You have mentioned, but that was not the same problem:

    2022-09-27T16:10:44 wWinMain: Command line: "C:\Program Files\Sophos\Sophos ML Engine\ML1\telemetry\16642859911287214"
    2022-09-27T16:10:44 `anonymous-namespace'::Startup: Successfully set search path using standard approach.
    2022-09-27T16:10:44 Validate: Validate using standard approach (no models.json was found)
    2022-09-27T16:10:44 ValidateData: Sucessfully validated "C:\\Program Files\\Sophos\\Sophos ML Engine\\ML1\\telemetry\\16642859911287214\\model.dat"
    2022-09-27T16:10:44 wWinMain: Validation succeeded

  • Hi Adis, 

    Please would you be able to upload the sophosupdate.log here so that we can get an idea of what's happening to the update?

    The endpoint self-help is the one that is failing. It must be the registry artefacts. We can find out things in the logs. 

    Ismail Jaweed Ahmed (Ismail) 
    Senior Professional Service Engineer

  • SophosUpdate (1).log
    Hope that someone will discover what is going on with this PC.

  • Also, If you can run the below PowerShell code

    $global:productNames = @("*sophos*")
    $global:UninstallKeys = @('HKLM:\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall',
                        'HKLM:\SOFTWARE\WOW6432Node\Microsoft\Windows\CurrentVersion\Uninstall'
                        )
    $global:results = 
    foreach ($global:key in (Get-ChildItem $UninstallKeys)){
    foreach ($product in $productNames){
    if ($key.GetValue("DisplayName") -like "$product"){
    [pscustomobject]@{
      DisplayName = $key.GetValue("DisplayName");
      KeyName = $key.Name.split('\')[-1];
      UninstallString = $key.GetValue("UninstallString");
      }}}};$results | Format-Table
    , we can identify the uninstall strings for the components and then narrow down the failing component,

    Ismail Jaweed Ahmed (Ismail) 
    Senior Professional Service Engineer

  • Thanks for the log, 
    Confirming that Endpoint Self-help is failing, its component code is 7F682906-6E49-481B-89C5-2DCA36720F4F

    Please would you be able to also upload the latest Sophos Endpoint Self Help Install Log from the temp directory here?

    Ismail Jaweed Ahmed (Ismail) 
    Senior Professional Service Engineer

  • Did try to run this power shell but there was an error in command:
    At line:1 char:38 + $global:productNames = @("*sophos*") $global:UninstallKeys = @('HKLM: ... + ~~~~~~~~~~~~~~~~~~~~~ Unexpected token '$global:UninstallKeys' in expression or statement. At line:1 char:199 + ... Microsoft\Windows\CurrentVersion\Uninstall' ) $global:results = forea ... + ~~~~~~~~~~~~~~~ Unexpected token '$global:results' in expression or statement. + CategoryInfo : ParserError: (:) [], ParentContainsErrorRecordException + FullyQualifiedErrorId : UnexpectedToken

  • ProductSetup::ProductSetup: Begin product setup
    
    setup::Environment::GetNativeMachineInformation: IsWow64Process2
    
    setup::Environment::GetNativeMachineInformation:   processMachine 0x0000014C
    
    setup::Environment::GetNativeMachineInformation:   nativeMachine  0x00008664
    
    setup::Environment::Environment: OS is    : 64bit
    
    setup::Environment::Environment: Native is: intel
    
    EshSetup::Install: Begin install
    
    EshSetup::InstUninstEntry: Show gui: false
    
    EshSetup::InstUninstEntry: Existing product code: {4EFCDD15-24A2-4D89-84A4-857D1BF68FA8}
    
    EshSetup::LogInstalledFileInfo: Files in folder'C:\Program Files\Sophos\Endpoint Self Help\'
    
    EshSetup::LogInstalledFileInfo: D:                        Configuration
    
    EshSetup::LogInstalledFileInfo: F:     16533          N/A Configuration\CustomConfig.json
    
    EshSetup::LogInstalledFileInfo: F:     13944          N/A Configuration\ESHConfig.json
    
    EshSetup::LogInstalledFileInfo: F:    540888    3.2.339.0 GatherDiag.dll
    
    EshSetup::LogInstalledFileInfo: F:      1876          N/A integrity.dat
    
    EshSetup::LogInstalledFileInfo: D:                        Locale
    
    EshSetup::LogInstalledFileInfo: F:     42629          N/A Locale\en-US.json
    
    EshSetup::LogInstalledFileInfo: F:     20720    3.2.339.0 Logging.dll
    
    EshSetup::LogInstalledFileInfo: D:                        Manifest
    
    EshSetup::LogInstalledFileInfo: F:      7988          N/A Manifest\ETWManifest.xml
    
    EshSetup::LogInstalledFileInfo: F:    369976    3.2.339.0 MLFileInfo.exe
    
    EshSetup::LogInstalledFileInfo: D:                        Rules
    
    EshSetup::LogInstalledFileInfo: D:                        Rules\ExtendedRules
    
    EshSetup::LogInstalledFileInfo: F:        95          N/A Rules\ExtendedRules\configfilesettings.json
    
    EshSetup::LogInstalledFileInfo: F:     39614          N/A Rules\logconfig.json
    
    EshSetup::LogInstalledFileInfo: F:      2155          N/A Rules\rule_00829fd0-047f-438f-a605-1068822e90d5.json
    
    EshSetup::LogInstalledFileInfo: F:       979          N/A Rules\rule_00d7f9f5-ea33-47d1-82f9-7ab2f34e16de.json
    
    EshSetup::LogInstalledFileInfo: F:       610          N/A Rules\rule_017b48e7-0eb2-4534-a29b-90f293e45258.json
    
    EshSetup::LogInstalledFileInfo: F:      1508          N/A Rules\rule_027b7aef-91a4-4a92-8298-a69a6c1e383a.json
    
    EshSetup::LogInstalledFileInfo: F:       804          N/A Rules\rule_0a47e21d-4d2f-43a6-9764-26d8ad762810.json
    
    EshSetup::LogInstalledFileInfo: F:      2682          N/A Rules\rule_0fc17b15-6ab0-4cd2-a2c9-78dc94e8b5d8.json
    
    EshSetup::LogInstalledFileInfo: F:       562          N/A Rules\rule_102b53e8-f288-4e05-a767-ab670f46aea6.json
    
    EshSetup::LogInstalledFileInfo: F:       559          N/A Rules\rule_13d87908-3f8b-4135-9696-42988a5cdaa3.json
    
    EshSetup::LogInstalledFileInfo: F:       678          N/A Rules\rule_14601810-bdba-4238-ad50-a0ee93618753.json
    
    EshSetup::LogInstalledFileInfo: F:      1014          N/A Rules\rule_160d9bb7-c61c-4375-a050-60ff5d1c50fa.json
    
    EshSetup::LogInstalledFileInfo: F:       559          N/A Rules\rule_17c336ed-7118-454a-9599-082ce76af8e5.json
    
    EshSetup::LogInstalledFileInfo: F:      1168          N/A Rules\rule_18f86e06-a1ca-423c-883d-6be6b85ff0e8.json
    
    EshSetup::LogInstalledFileInfo: F:       391          N/A Rules\rule_240e28c0-0119-40a0-9a8f-8242540fe498.json
    
    EshSetup::LogInstalledFileInfo: F:       444          N/A Rules\rule_2a3bf8f3-19a6-4e38-94a4-5f150f52f89c.json
    
    EshSetup::LogInstalledFileInfo: F:      2345          N/A Rules\rule_2ed0f926-7461-4f1d-842d-498e8d2127d5.json
    
    EshSetup::LogInstalledFileInfo: F:       874          N/A Rules\rule_3315f7b2-d2e4-40d8-8175-1d7325453a8d.json
    
    EshSetup::LogInstalledFileInfo: F:      1096          N/A Rules\rule_3385240d-2f2c-418e-bf0a-4b766f43622b.json
    
    EshSetup::LogInstalledFileInfo: F:      1833          N/A Rules\rule_37c0b2ad-edbf-4fc0-9d90-ff23ee239cd5.json
    
    EshSetup::LogInstalledFileInfo: F:       536          N/A Rules\rule_4207f3e0-ed6f-49cd-a0be-7e2432beeddd.json
    
    EshSetup::LogInstalledFileInfo: F:       847          N/A Rules\rule_4975c7dc-9081-43c4-93b4-cba67bfc0da8.json
    
    EshSetup::LogInstalledFileInfo: F:       681          N/A Rules\rule_49d40b19-882c-43e2-a127-990870328e5a.json
    
    EshSetup::LogInstalledFileInfo: F:      1230          N/A Rules\rule_4fce32a1-147c-415e-942c-8f36a35b2334.json
    
    EshSetup::LogInstalledFileInfo: F:       555          N/A Rules\rule_53474c6a-6038-47e6-abc7-45ca01219016.json
    
    EshSetup::LogInstalledFileInfo: F:       646          N/A Rules\rule_57fbc943-6bd0-409f-959b-d5293b0c1b95.json
    
    EshSetup::LogInstalledFileInfo: F:       551          N/A Rules\rule_5cdef82b-8e75-48cb-9251-d9b1784a6140.json
    
    EshSetup::LogInstalledFileInfo: F:      1675          N/A Rules\rule_5d819af5-aa0d-4673-997b-a32dc8ce765f.json
    
    EshSetup::LogInstalledFileInfo: F:       712          N/A Rules\rule_5f1ad2ae-11c2-4496-a67b-6530e42041bc.json
    
    EshSetup::LogInstalledFileInfo: F:       776          N/A Rules\rule_635689ec-822a-47fd-9751-1df4bc687c62.json
    
    EshSetup::LogInstalledFileInfo: F:       750          N/A Rules\rule_64539252-ee88-4ddf-9779-660d665b6675.json
    
    EshSetup::LogInstalledFileInfo: F:       752          N/A Rules\rule_6dbdf6a3-90be-4356-9f7a-be35248fc168.json
    
    EshSetup::LogInstalledFileInfo: F:       550          N/A Rules\rule_70af08d7-cbce-4323-8673-058ab0b109fc.json
    
    EshSetup::LogInstalledFileInfo: F:      1217          N/A Rules\rule_759ed7be-e2e6-4e9e-b959-a5589af5a7e4.json
    
    EshSetup::LogInstalledFileInfo: F:      1841          N/A Rules\rule_78ac8604-6558-495a-8674-b0156e9a51a7.json
    
    EshSetup::LogInstalledFileInfo: F:      1434          N/A Rules\rule_79a1c4b9-4320-437e-b03a-626000e8550d.json
    
    EshSetup::LogInstalledFileInfo: F:      1032          N/A Rules\rule_7a687797-5914-42a7-9c51-477edac2164d.json
    
    EshSetup::LogInstalledFileInfo: F:       506          N/A Rules\rule_7ca35d87-5b82-4a3a-9142-8d1dea36b982.json
    
    EshSetup::LogInstalledFileInfo: F:       837          N/A Rules\rule_7f849b01-f9a7-4804-a03d-be65267e6a85.json
    
    EshSetup::LogInstalledFileInfo: F:       980          N/A Rules\rule_89f1a21a-a0ed-49fd-8479-5760d644488d.json
    
    EshSetup::LogInstalledFileInfo: F:       373          N/A Rules\rule_a0f23a3c-68f3-4196-8137-1edb58149ed0.json
    
    EshSetup::LogInstalledFileInfo: F:       659          N/A Rules\rule_a3c47481-7551-45a4-8300-d337d415a698.json
    
    EshSetup::LogInstalledFileInfo: F:       604          N/A Rules\rule_a71e9b46-86b2-4857-94a9-625aea31495d.json
    
    EshSetup::LogInstalledFileInfo: F:       597          N/A Rules\rule_b2733591-8f45-4792-abb1-46353a691adf.json
    
    EshSetup::LogInstalledFileInfo: F:       598          N/A Rules\rule_cbdad9d9-f35d-47eb-9523-8bf216ea0930.json
    
    EshSetup::LogInstalledFileInfo: F:       428          N/A Rules\rule_ce56b6b1-078d-48db-ad94-fdd281a627e8.json
    
    EshSetup::LogInstalledFileInfo: F:       438          N/A Rules\rule_d44db35f-2392-4665-87bc-a3ef3863f7b8.json
    
    EshSetup::LogInstalledFileInfo: F:      1661          N/A Rules\rule_d45670f0-3bd0-4a65-bed2-b9c801a3c69c.json
    
    EshSetup::LogInstalledFileInfo: F:       651          N/A Rules\rule_d72b7e64-12d2-449f-bd8d-7166d45cf249.json
    
    EshSetup::LogInstalledFileInfo: F:      1120          N/A Rules\rule_d9335bea-fa81-46ef-a0ba-914002f39837.json
    
    EshSetup::LogInstalledFileInfo: F:       787          N/A Rules\rule_db8d2865-b3be-4f3b-9b52-2ebc7798a097.json
    
    EshSetup::LogInstalledFileInfo: F:      2544          N/A Rules\rule_dbaf035e-00c4-44a1-9f67-3d8ef777f155.json
    
    EshSetup::LogInstalledFileInfo: F:       434          N/A Rules\rule_e1346a9e-a7bd-4015-b72c-5024c3c9b66e.json
    
    EshSetup::LogInstalledFileInfo: F:       505          N/A Rules\rule_e75c3b1c-2829-44ec-b5ad-792887f9315c.json
    
    EshSetup::LogInstalledFileInfo: F:      1493          N/A Rules\rule_f43ed081-4ba5-480a-9eb2-6839ce982592.json
    
    EshSetup::LogInstalledFileInfo: F:      1272          N/A Rules\rule_f9a8cb26-2ea9-44b7-bd59-2edd7577f53f.json
    
    EshSetup::LogInstalledFileInfo: F:       579          N/A Rules\rule_fc235957-cb02-4eec-a805-14ae2fe4bff6.json
    
    EshSetup::LogInstalledFileInfo: F:         9          N/A Rules\version
    
    EshSetup::LogInstalledFileInfo: F:     20248    3.2.339.0 SophosDiag.Common.dll
    
    EshSetup::LogInstalledFileInfo: F:   1525840    3.2.339.0 SophosDiag.exe
    
    EshSetup::LogInstalledFileInfo: F:     31592    3.2.339.0 SophosDiag.Troubleshooting.dll
    
    EshSetup::LogInstalledFileInfo: F:    388552    3.2.339.0 SophosESH.exe
    
    EshSetup::LogInstalledFileInfo: F:     60512    3.2.339.0 SophRules.dll
    
    EshSetup::LogInstalledFileInfo: D:                        Telemetry
    
    EshSetup::LogInstalledFileInfo: F:    575000    3.2.339.0 Telemetry\SophosESHTelemetry.exe
    
    EshSetup::InstUninstEntry: Install from: C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\esh64
    
    EshSetup::InstUninstEntry: Install to: <default>
    
    === Verbose logging started: 29. 9. 2022.  08:35:11  Build type: SHIP UNICODE 5.00.10011.00  Calling process: C:\ProgramData\Sophos\AutoUpdate\Cache\sophos_autoupdate1.dir\su-setup32.exe ===
    
    MSI (c) (B4:44) [08:35:11:784]: Cloaking enabled.
    
    MSI (c) (B4:44) [08:35:11:784]: Attempting to enable all disabled privileges before calling Install on Server
    
    MSI (c) (B4:44) [08:35:11:784]: End dialog not enabled
    
    MSI (c) (B4:44) [08:35:11:784]: Original package ==> C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\esh64\Endpoint Self Help.msi
    
    MSI (c) (B4:44) [08:35:11:784]: Package we're running from ==> C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\esh64\Endpoint Self Help.msi
    
    MSI (c) (B4:44) [08:35:11:784]: Machine policy value 'DisableUserInstalls' is 0
    
    MSI (c) (B4:44) [08:35:11:784]: APPCOMPAT: Uninstall Flags override found.
    
    MSI (c) (B4:44) [08:35:11:784]: APPCOMPAT: Uninstall VersionNT override found.
    
    MSI (c) (B4:44) [08:35:11:784]: APPCOMPAT: Uninstall ServicePackLevel override found.
    
    MSI (c) (B4:44) [08:35:11:784]: APPCOMPAT: looking for appcompat database entry with ProductCode '{4EFCDD15-24A2-4D89-84A4-857D1BF68FA8}'.
    
    MSI (c) (B4:44) [08:35:11:784]: APPCOMPAT: no matching ProductCode found in database.
    
    MSI (c) (B4:44) [08:35:11:799]: MSCOREE not loaded loading copy from system32
    
    MSI (c) (B4:44) [08:35:11:815]: APPCOMPAT: looking for appcompat database entry with ProductCode '{4EFCDD15-24A2-4D89-84A4-857D1BF68FA8}'.
    
    MSI (c) (B4:44) [08:35:11:815]: APPCOMPAT: no matching ProductCode found in database.
    
    MSI (c) (B4:44) [08:35:11:815]: Transforms are not secure.
    
    MSI (c) (B4:44) [08:35:11:815]: Note: 1: 2205 2:  3: Control 
    
    MSI (c) (B4:44) [08:35:11:815]: PROPERTY CHANGE: Adding MsiLogFileLocation property. Its value is 'C:\Windows\TEMP\Sophos Endpoint Self Help Install Log 20220929 083511.txt'.
    
    MSI (c) (B4:44) [08:35:11:815]: No Command Line.
    
    MSI (c) (B4:44) [08:35:11:815]: PROPERTY CHANGE: Adding PackageCode property. Its value is '{6E007E2C-D455-44C4-8476-208863ADCE98}'.
    
    MSI (c) (B4:44) [08:35:11:815]: Product Code passed to Engine.Initialize:           '(none)'
    
    MSI (c) (B4:44) [08:35:11:815]: Product Code from property table before transforms: '{4EFCDD15-24A2-4D89-84A4-857D1BF68FA8}'
    
    MSI (c) (B4:44) [08:35:11:815]: Product Code from property table after transforms:  '{4EFCDD15-24A2-4D89-84A4-857D1BF68FA8}'
    
    MSI (c) (B4:44) [08:35:11:815]: Product not registered: beginning first-time install
    
    MSI (c) (B4:44) [08:35:11:815]: Determined that existing product (either this product or the product being upgraded with a patch) is installed per-machine.
    
    MSI (c) (B4:44) [08:35:11:815]: PROPERTY CHANGE: Adding ProductState property. Its value is '-1'.
    
    MSI (c) (B4:44) [08:35:11:815]: Note: 1: 1402 2: HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Policies\Explorer 3: 2 
    
    MSI (c) (B4:44) [08:35:11:815]: Entering CMsiConfigurationManager::SetLastUsedSource.
    
    MSI (c) (B4:44) [08:35:11:815]: User policy value 'SearchOrder' is 'nmu'
    
    MSI (c) (B4:44) [08:35:11:815]: Adding new sources is allowed.
    
    MSI (c) (B4:44) [08:35:11:815]: PROPERTY CHANGE: Adding PackagecodeChanging property. Its value is '1'.
    
    MSI (c) (B4:44) [08:35:11:815]: Package name extracted from package path: 'Endpoint Self Help.msi'
    
    MSI (c) (B4:44) [08:35:11:815]: Package to be registered: 'Endpoint Self Help.msi'
    
    MSI (c) (B4:44) [08:35:11:815]: Note: 1: 2262 2: AdminProperties 3: -2147287038 
    
    MSI (c) (B4:44) [08:35:11:815]: TRANSFORMS property is now: 
    
    MSI (c) (B4:44) [08:35:11:815]: PROPERTY CHANGE: Adding VersionDatabase property. Its value is '500'.
    
    MSI (c) (B4:44) [08:35:11:815]: SHELL32::SHGetFolderPath returned: C:\Windows\system32\config\systemprofile\AppData\Roaming
    
    MSI (c) (B4:44) [08:35:11:815]: SHELL32::SHGetFolderPath returned: C:\Windows\system32\config\systemprofile\Favorites
    
    MSI (c) (B4:44) [08:35:11:815]: SHELL32::SHGetFolderPath returned: C:\Windows\system32\config\systemprofile\AppData\Roaming\Microsoft\Windows\Network Shortcuts
    
    MSI (c) (B4:44) [08:35:11:815]: SHELL32::SHGetFolderPath returned: C:\Windows\system32\config\systemprofile\Documents
    
    MSI (c) (B4:44) [08:35:11:815]: SHELL32::SHGetFolderPath returned: C:\Windows\system32\config\systemprofile\AppData\Roaming\Microsoft\Windows\Printer Shortcuts
    
    MSI (c) (B4:44) [08:35:11:815]: SHELL32::SHGetFolderPath returned: C:\Windows\system32\config\systemprofile\AppData\Roaming\Microsoft\Windows\Recent
    
    MSI (c) (B4:44) [08:35:11:815]: SHELL32::SHGetFolderPath returned: C:\Windows\system32\config\systemprofile\AppData\Roaming\Microsoft\Windows\SendTo
    
    MSI (c) (B4:44) [08:35:11:815]: SHELL32::SHGetFolderPath returned: C:\Windows\system32\config\systemprofile\AppData\Roaming\Microsoft\Windows\Templates
    
    MSI (c) (B4:44) [08:35:11:815]: SHELL32::SHGetFolderPath returned: C:\ProgramData
    
    MSI (c) (B4:44) [08:35:11:815]: SHELL32::SHGetFolderPath returned: C:\Windows\system32\config\systemprofile\AppData\Local
    
    MSI (c) (B4:44) [08:35:11:815]: SHELL32::SHGetFolderPath returned: C:\Windows\system32\config\systemprofile\Pictures
    
    MSI (c) (B4:44) [08:35:11:815]: SHELL32::SHGetFolderPath returned: C:\ProgramData\Microsoft\Windows\Start Menu\Programs\Administrative Tools
    
    MSI (c) (B4:44) [08:35:11:815]: SHELL32::SHGetFolderPath returned: C:\ProgramData\Microsoft\Windows\Start Menu\Programs\Startup
    
    MSI (c) (B4:44) [08:35:11:815]: SHELL32::SHGetFolderPath returned: C:\ProgramData\Microsoft\Windows\Start Menu\Programs
    
    MSI (c) (B4:44) [08:35:11:815]: SHELL32::SHGetFolderPath returned: C:\ProgramData\Microsoft\Windows\Start Menu
    
    MSI (c) (B4:44) [08:35:11:815]: SHELL32::SHGetFolderPath returned: C:\Users\Public\Desktop
    
    MSI (c) (B4:44) [08:35:11:815]: SHELL32::SHGetFolderPath returned: C:\Windows\system32\config\systemprofile\AppData\Roaming\Microsoft\Windows\Start Menu\Programs\Administrative Tools
    
    MSI (c) (B4:44) [08:35:11:815]: SHELL32::SHGetFolderPath returned: C:\Windows\system32\config\systemprofile\AppData\Roaming\Microsoft\Windows\Start Menu\Programs\Startup
    
    MSI (c) (B4:44) [08:35:11:815]: SHELL32::SHGetFolderPath returned: C:\Windows\system32\config\systemprofile\AppData\Roaming\Microsoft\Windows\Start Menu\Programs
    
    MSI (c) (B4:44) [08:35:11:815]: SHELL32::SHGetFolderPath returned: C:\Windows\system32\config\systemprofile\AppData\Roaming\Microsoft\Windows\Start Menu
    
    MSI (c) (B4:44) [08:35:11:815]: SHELL32::SHGetFolderPath returned: C:\Windows\system32\config\systemprofile\Desktop
    
    MSI (c) (B4:44) [08:35:11:815]: SHELL32::SHGetFolderPath returned: C:\ProgramData\Microsoft\Windows\Templates
    
    MSI (c) (B4:44) [08:35:11:815]: SHELL32::SHGetFolderPath returned: C:\Windows\Fonts
    
    MSI (c) (B4:44) [08:35:11:815]: Note: 1: 2898 2: MS Sans Serif 3: MS Sans Serif 4: 0 5: 16 
    
    MSI (c) (B4:44) [08:35:11:831]: MSI_LUA: Setting AdminUser property to 1 because this is the client or the user has already permitted elevation
    
    MSI (c) (B4:44) [08:35:11:831]: MSI_LUA: Setting MsiRunningElevated property to 1 because the install is already running elevated.
    
    MSI (c) (B4:44) [08:35:11:831]: PROPERTY CHANGE: Adding MsiRunningElevated property. Its value is '1'.
    
    MSI (c) (B4:44) [08:35:11:831]: PROPERTY CHANGE: Adding Privileged property. Its value is '1'.
    
    MSI (c) (B4:44) [08:35:11:831]: Note: 1: 1402 2: HKEY_CURRENT_USER\Software\Microsoft\MS Setup (ACME)\User Info 3: 2 
    
    MSI (c) (B4:44) [08:35:11:831]: PROPERTY CHANGE: Adding USERNAME property. Its value is 'Asgroup'.
    
    MSI (c) (B4:44) [08:35:11:831]: Note: 1: 1402 2: HKEY_CURRENT_USER\Software\Microsoft\MS Setup (ACME)\User Info 3: 2 
    
    MSI (c) (B4:44) [08:35:11:831]: PROPERTY CHANGE: Adding DATABASE property. Its value is 'C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\esh64\Endpoint Self Help.msi'.
    
    MSI (c) (B4:44) [08:35:11:831]: PROPERTY CHANGE: Adding OriginalDatabase property. Its value is 'C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\esh64\Endpoint Self Help.msi'.
    
    MSI (c) (B4:44) [08:35:11:831]: Machine policy value 'MsiDisableEmbeddedUI' is 0
    
    MSI (c) (B4:44) [08:35:11:831]: EEUI - Disabling MsiEmbeddedUI due to existing external or embedded UI
    
    MSI (c) (B4:44) [08:35:11:831]: EEUI - Disabling MsiEmbeddedUI in quiet mode
    
    === Logging started: 29. 9. 2022.  08:35:11 ===
    
    MSI (c) (B4:44) [08:35:11:831]: Machine policy value 'DisableRollback' is 0
    
    MSI (c) (B4:44) [08:35:11:831]: User policy value 'DisableRollback' is 0
    
    MSI (c) (B4:44) [08:35:11:831]: PROPERTY CHANGE: Adding UILevel property. Its value is '2'.
    
    MSI (c) (B4:44) [08:35:11:836]: Note: 1: 2203 2: C:\Windows\Installer\inprogressinstallinfo.ipi 3: -2147287038 
    
    MSI (c) (B4:44) [08:35:11:836]: APPCOMPAT: [DetectVersionLaunchCondition] Launch condition already passes.
    
    MSI (c) (B4:44) [08:35:11:836]: Creating MSIHANDLE (1) of type 790537 for thread 10308
    
    MSI (c) (B4:44) [08:35:11:836]: MsiOpenPackageEx is returning 0
    
    MSI (c) (B4:44) [08:35:11:836]: Closing MSIHANDLE (1) of type 790537 for thread 10308
    
    === Verbose logging stopped: 29. 9. 2022.  08:35:11 ===
    
    
    
    setup::MsiInstaller::install: New version: {4EFCDD15-24A2-4D89-84A4-857D1BF68FA8}, version: 3.2.339.0
    
    setup::`anonymous-namespace'::getMsiInformationFromProductCode: ERR: 1612 Failed to open product: {4EFCDD15-24A2-4D89-84A4-857D1BF68FA8}
    
    setup::MsiInstaller::install: Install failed: MsiOpenProductW failed: The installation source for this product is not available. Verify that the source exists and that you can access it.
    
    EshSetup::setResult: installation failed
    
    EshSetup::InstUninstEntry: Installed in: C:\Program Files\Sophos\Endpoint Self Help\
    
    FileOperations::CopyFileForcefully: Copying file 'C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\esh64\Configuration\CustomConfig.json' to 'C:\Program Files\Sophos\Endpoint Self Help\Configuration\CustomConfig.json'
    
    EshSetup::InstallConfig: Successfully copied config file
    
    FileOperations::DeleteDirectoryForcefully: Attempt to delete 'C:\Program Files\Sophos\Endpoint Self Help\Rules'
    
    FileOperations::CopyDirForcefully: Copying dir 'C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\esh64\rules' to 'C:\Program Files\Sophos\Endpoint Self Help\Rules'
    
    EshSetup::InstallRules: Successfully installed rules dir
    
    EshSetup::LogInstalledFileInfo: Files in folder'C:\Program Files\Sophos\Endpoint Self Help\'
    
    EshSetup::LogInstalledFileInfo: D:                        Configuration
    
    EshSetup::LogInstalledFileInfo: F:     16533          N/A Configuration\CustomConfig.json
    
    EshSetup::LogInstalledFileInfo: F:     13944          N/A Configuration\ESHConfig.json
    
    EshSetup::LogInstalledFileInfo: F:    540888    3.2.339.0 GatherDiag.dll
    
    EshSetup::LogInstalledFileInfo: F:      1876          N/A integrity.dat
    
    EshSetup::LogInstalledFileInfo: D:                        Locale
    
    EshSetup::LogInstalledFileInfo: F:     42629          N/A Locale\en-US.json
    
    EshSetup::LogInstalledFileInfo: F:     20720    3.2.339.0 Logging.dll
    
    EshSetup::LogInstalledFileInfo: D:                        Manifest
    
    EshSetup::LogInstalledFileInfo: F:      7988          N/A Manifest\ETWManifest.xml
    
    EshSetup::LogInstalledFileInfo: F:    369976    3.2.339.0 MLFileInfo.exe
    
    EshSetup::LogInstalledFileInfo: D:                        Rules
    
    EshSetup::LogInstalledFileInfo: D:                        Rules\ExtendedRules
    
    EshSetup::LogInstalledFileInfo: F:        95          N/A Rules\ExtendedRules\configfilesettings.json
    
    EshSetup::LogInstalledFileInfo: F:     39614          N/A Rules\logconfig.json
    
    EshSetup::LogInstalledFileInfo: F:      2155          N/A Rules\rule_00829fd0-047f-438f-a605-1068822e90d5.json
    
    EshSetup::LogInstalledFileInfo: F:       979          N/A Rules\rule_00d7f9f5-ea33-47d1-82f9-7ab2f34e16de.json
    
    EshSetup::LogInstalledFileInfo: F:       610          N/A Rules\rule_017b48e7-0eb2-4534-a29b-90f293e45258.json
    
    EshSetup::LogInstalledFileInfo: F:      1508          N/A Rules\rule_027b7aef-91a4-4a92-8298-a69a6c1e383a.json
    
    EshSetup::LogInstalledFileInfo: F:       804          N/A Rules\rule_0a47e21d-4d2f-43a6-9764-26d8ad762810.json
    
    EshSetup::LogInstalledFileInfo: F:      2682          N/A Rules\rule_0fc17b15-6ab0-4cd2-a2c9-78dc94e8b5d8.json
    
    EshSetup::LogInstalledFileInfo: F:       562          N/A Rules\rule_102b53e8-f288-4e05-a767-ab670f46aea6.json
    
    EshSetup::LogInstalledFileInfo: F:       559          N/A Rules\rule_13d87908-3f8b-4135-9696-42988a5cdaa3.json
    
    EshSetup::LogInstalledFileInfo: F:       678          N/A Rules\rule_14601810-bdba-4238-ad50-a0ee93618753.json
    
    EshSetup::LogInstalledFileInfo: F:      1014          N/A Rules\rule_160d9bb7-c61c-4375-a050-60ff5d1c50fa.json
    
    EshSetup::LogInstalledFileInfo: F:       559          N/A Rules\rule_17c336ed-7118-454a-9599-082ce76af8e5.json
    
    EshSetup::LogInstalledFileInfo: F:      1168          N/A Rules\rule_18f86e06-a1ca-423c-883d-6be6b85ff0e8.json
    
    EshSetup::LogInstalledFileInfo: F:       391          N/A Rules\rule_240e28c0-0119-40a0-9a8f-8242540fe498.json
    
    EshSetup::LogInstalledFileInfo: F:       444          N/A Rules\rule_2a3bf8f3-19a6-4e38-94a4-5f150f52f89c.json
    
    EshSetup::LogInstalledFileInfo: F:      2345          N/A Rules\rule_2ed0f926-7461-4f1d-842d-498e8d2127d5.json
    
    EshSetup::LogInstalledFileInfo: F:       874          N/A Rules\rule_3315f7b2-d2e4-40d8-8175-1d7325453a8d.json
    
    EshSetup::LogInstalledFileInfo: F:      1096          N/A Rules\rule_3385240d-2f2c-418e-bf0a-4b766f43622b.json
    
    EshSetup::LogInstalledFileInfo: F:      1833          N/A Rules\rule_37c0b2ad-edbf-4fc0-9d90-ff23ee239cd5.json
    
    EshSetup::LogInstalledFileInfo: F:       536          N/A Rules\rule_4207f3e0-ed6f-49cd-a0be-7e2432beeddd.json
    
    EshSetup::LogInstalledFileInfo: F:       847          N/A Rules\rule_4975c7dc-9081-43c4-93b4-cba67bfc0da8.json
    
    EshSetup::LogInstalledFileInfo: F:       681          N/A Rules\rule_49d40b19-882c-43e2-a127-990870328e5a.json
    
    EshSetup::LogInstalledFileInfo: F:      1230          N/A Rules\rule_4fce32a1-147c-415e-942c-8f36a35b2334.json
    
    EshSetup::LogInstalledFileInfo: F:       555          N/A Rules\rule_53474c6a-6038-47e6-abc7-45ca01219016.json
    
    EshSetup::LogInstalledFileInfo: F:       646          N/A Rules\rule_57fbc943-6bd0-409f-959b-d5293b0c1b95.json
    
    EshSetup::LogInstalledFileInfo: F:       551          N/A Rules\rule_5cdef82b-8e75-48cb-9251-d9b1784a6140.json
    
    EshSetup::LogInstalledFileInfo: F:      1675          N/A Rules\rule_5d819af5-aa0d-4673-997b-a32dc8ce765f.json
    
    EshSetup::LogInstalledFileInfo: F:       712          N/A Rules\rule_5f1ad2ae-11c2-4496-a67b-6530e42041bc.json
    
    EshSetup::LogInstalledFileInfo: F:       776          N/A Rules\rule_635689ec-822a-47fd-9751-1df4bc687c62.json
    
    EshSetup::LogInstalledFileInfo: F:       750          N/A Rules\rule_64539252-ee88-4ddf-9779-660d665b6675.json
    
    EshSetup::LogInstalledFileInfo: F:       752          N/A Rules\rule_6dbdf6a3-90be-4356-9f7a-be35248fc168.json
    
    EshSetup::LogInstalledFileInfo: F:       550          N/A Rules\rule_70af08d7-cbce-4323-8673-058ab0b109fc.json
    
    EshSetup::LogInstalledFileInfo: F:      1217          N/A Rules\rule_759ed7be-e2e6-4e9e-b959-a5589af5a7e4.json
    
    EshSetup::LogInstalledFileInfo: F:      1841          N/A Rules\rule_78ac8604-6558-495a-8674-b0156e9a51a7.json
    
    EshSetup::LogInstalledFileInfo: F:      1434          N/A Rules\rule_79a1c4b9-4320-437e-b03a-626000e8550d.json
    
    EshSetup::LogInstalledFileInfo: F:      1032          N/A Rules\rule_7a687797-5914-42a7-9c51-477edac2164d.json
    
    EshSetup::LogInstalledFileInfo: F:       506          N/A Rules\rule_7ca35d87-5b82-4a3a-9142-8d1dea36b982.json
    
    EshSetup::LogInstalledFileInfo: F:       837          N/A Rules\rule_7f849b01-f9a7-4804-a03d-be65267e6a85.json
    
    EshSetup::LogInstalledFileInfo: F:       980          N/A Rules\rule_89f1a21a-a0ed-49fd-8479-5760d644488d.json
    
    EshSetup::LogInstalledFileInfo: F:       373          N/A Rules\rule_a0f23a3c-68f3-4196-8137-1edb58149ed0.json
    
    EshSetup::LogInstalledFileInfo: F:       659          N/A Rules\rule_a3c47481-7551-45a4-8300-d337d415a698.json
    
    EshSetup::LogInstalledFileInfo: F:       604          N/A Rules\rule_a71e9b46-86b2-4857-94a9-625aea31495d.json
    
    EshSetup::LogInstalledFileInfo: F:       597          N/A Rules\rule_b2733591-8f45-4792-abb1-46353a691adf.json
    
    EshSetup::LogInstalledFileInfo: F:       598          N/A Rules\rule_cbdad9d9-f35d-47eb-9523-8bf216ea0930.json
    
    EshSetup::LogInstalledFileInfo: F:       428          N/A Rules\rule_ce56b6b1-078d-48db-ad94-fdd281a627e8.json
    
    EshSetup::LogInstalledFileInfo: F:       438          N/A Rules\rule_d44db35f-2392-4665-87bc-a3ef3863f7b8.json
    
    EshSetup::LogInstalledFileInfo: F:      1661          N/A Rules\rule_d45670f0-3bd0-4a65-bed2-b9c801a3c69c.json
    
    EshSetup::LogInstalledFileInfo: F:       651          N/A Rules\rule_d72b7e64-12d2-449f-bd8d-7166d45cf249.json
    
    EshSetup::LogInstalledFileInfo: F:      1120          N/A Rules\rule_d9335bea-fa81-46ef-a0ba-914002f39837.json
    
    EshSetup::LogInstalledFileInfo: F:       787          N/A Rules\rule_db8d2865-b3be-4f3b-9b52-2ebc7798a097.json
    
    EshSetup::LogInstalledFileInfo: F:      2544          N/A Rules\rule_dbaf035e-00c4-44a1-9f67-3d8ef777f155.json
    
    EshSetup::LogInstalledFileInfo: F:       434          N/A Rules\rule_e1346a9e-a7bd-4015-b72c-5024c3c9b66e.json
    
    EshSetup::LogInstalledFileInfo: F:       505          N/A Rules\rule_e75c3b1c-2829-44ec-b5ad-792887f9315c.json
    
    EshSetup::LogInstalledFileInfo: F:      1493          N/A Rules\rule_f43ed081-4ba5-480a-9eb2-6839ce982592.json
    
    EshSetup::LogInstalledFileInfo: F:      1272          N/A Rules\rule_f9a8cb26-2ea9-44b7-bd59-2edd7577f53f.json
    
    EshSetup::LogInstalledFileInfo: F:       579          N/A Rules\rule_fc235957-cb02-4eec-a805-14ae2fe4bff6.json
    
    EshSetup::LogInstalledFileInfo: F:         9          N/A Rules\version
    
    EshSetup::LogInstalledFileInfo: F:     20248    3.2.339.0 SophosDiag.Common.dll
    
    EshSetup::LogInstalledFileInfo: F:   1525840    3.2.339.0 SophosDiag.exe
    
    EshSetup::LogInstalledFileInfo: F:     31592    3.2.339.0 SophosDiag.Troubleshooting.dll
    
    EshSetup::LogInstalledFileInfo: F:    388552    3.2.339.0 SophosESH.exe
    
    EshSetup::LogInstalledFileInfo: F:     60512    3.2.339.0 SophRules.dll
    
    EshSetup::LogInstalledFileInfo: D:                        Telemetry
    
    EshSetup::LogInstalledFileInfo: F:    575000    3.2.339.0 Telemetry\SophosESHTelemetry.exe
    
    ProductSetup::~ProductSetup: End product setup
    
    

  • Please feel free to DM me. Together we can sort this out.

    Ismail Jaweed Ahmed (Ismail) 
    Senior Professional Service Engineer