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: 57722022-09-27T14:10:42.106Z [ 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 Installer2022-09-27T14:10:42.107Z [ 9200: 1668] I Action was successful; reboot is not required2022-09-27T14:10:42.107Z [ 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: 3.2.339.0setup::`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 failedEshSetup::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 fileFileOperations::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: 02022-09-28T07:17:27.169Z [ 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
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
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