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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



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Parents
  • 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

  • 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
    
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    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
    
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    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
    
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    EshSetup::LogInstalledFileInfo: F:       659          N/A Rules\rule_a3c47481-7551-45a4-8300-d337d415a698.json
    
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    EshSetup::LogInstalledFileInfo: F:       597          N/A Rules\rule_b2733591-8f45-4792-abb1-46353a691adf.json
    
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    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

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