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Installation of sme64 failed: general error

Adis Cavrk

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



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  • 0

    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
    Team Lead, Global Community Support
    Connect with Sophos Support, get alerted, and be informed.
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  • 0 in reply to Qoosh

    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

  • 0 in reply to Adis Cavrk

    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

  • 0 in reply to Adis Cavrk

    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

  • 0 in reply to Adis Cavrk

    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

  • 0 in reply to IsmailJaweed

    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

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  • 0 in reply to IsmailJaweed

    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

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