hi team i stuck at downloading for 1 hr plus and it show failed for the cache and relays server installation. Urgent case please give a hand on these ?it happen suddenly after done all the requirement its still fail and keep showing downloading.

Thank you for reaching the community forum.

Can you confirm if this is a fresh installation or a re-installation on the said device? 

Can you share the installation logs here on this post for both components, which can be found in temp folders? 

hi Glenn Sen 

please help me to find out issue and tmri i will need to present the solution and help our cilent to slove this.

can u do the script for remove the old version sophos ?

appreciate it this is abit urgent ,please get back to me as fast as possible. before tmr 10 am .can ?

Hi,

I would remove all files below and at C:\\ProgramData\\Sophos\\AutoUpdate\\cache\\ , reboot and then start over.

Thank you for getting back to us. It is given that you'll get this kind of error message when there are still old Sophos components left on the device when performing reinstallation. As advised by PhilippRusch.You can try removing the said path and update. 
Once you've removed it, start a force update on the endpoint and wait if it’ll recorrect its installation error.

If above steps don’t work. We need to remove the endpoint on the device and re-install. We will focus later on why uninstallation is not successful. 

Hi Glennsen 

 thanks for the reply anwser and cause the customer forget their password for disable the tamper protection, so we unable to uninastall and it keep fail to uninstall even using the sophoszap .we have try the method of using registry and also script that provide in the support document and it is not working . can u create a exe or script for the uninstall old sophos without disable tamper protection ?

Hi Glennsen 

 thanks for the reply anwser and cause the customer forget their password for disable the tamper protection, so we unable to uninastall and it keep fail to uninstall even using the sophoszap .we have try the method of using registry and also script that provide in the support document and it is not working . can u create a exe or script for the uninstall old sophos without disable tamper protection ?