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 ?

thanks for the help will try it out when i get to customer .appreciate it!

thanks for the help will try it out when i get to customer .appreciate it!

The TP password on the device can be found on Sophos central once you go to devices and open the device in question by double-clicking the hostname. If the device is still on central, you can get the password and unlock the TP on the endpoint.

If the device was no longer showing on the device list and was deleted from the dashboard. You can still see them when you go to Global Setting and = Recover Tamper Protection Password. This tab contains all the deleted devices within 90 days, and you can retrieve the TP password of the device and manually put it to the endpoint to unlock the TP.

Lastly, You can refer to this KBA on how to manually disable the tamper protection password on the system, Sophos Central: Recovering Tamper Protected Devices  

Hope this helps.