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Sophos Installation Failure

Chathuranga Weerathunga

Endpoint Installation Failed 



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  • 0

    Did you manage to resolve this problem ? i ask because i have this same error on some computers. in the installation logs i only see a permission error for a Sophos Registry.

    2024-06-11T22:33:59.535Z [ 5200:12256] W OpenKey(HKLM\SOFTWARE\Classes\TypeLib\{4920465E-064D-4C21-8070-ADCBD3A3DE94}\1.0\0\win64) failed: Access is denied. (5)
    2024-06-11T22:33:59.535Z [ 5200:12256] E Failed step: SetRegistryValue(SOFTWARE\Classes\TypeLib\{4920465E-064D-4C21-8070-ADCBD3A3DE94}\1.0\0\win64, (Default), 64 Bit, C:\Program Files\Sophos\Sophos UI\SophosUIShellExt.dll), rolling back previous steps
  • 0 in reply to Ghost_10

    Hello  ,

    We appreciate your reaching out to the Sophos Community Forum.

    Is there any third-party AV installed on the device? This might happen due to third-party AV installed on the device. 

    Also, can you please run this command "fltmc"  on the affected device(don't use (" ") while running the command) and help me with the output so we can check.

    Regards, 

    Rutvik Chavda
    Global Digital Endpoint Security Engineer
    If a post solves your question, please use the "Verify Answer" button.

    The New Home of Sophos Support Videos!  - Visit Sophos Techvids
  • 0 in reply to Rutvik Chavda

    Hello  

    The only sophos service that does not complete the installation is "Sophos Endpoint UI"

    There is no other AV installed.

    below is the output of the "fltmc" command:

  • 0 in reply to Ghost_10

    Are you able to share the full contents of the "Sophos UI Install Log" located in the %temp% directory? You can use the "Insert > Code" function when posting a reply to make the logs easier to parse. 

    If the logs you shared above are from taken from this log-file, could you try checking if the registry permissions are the same on this device/in this location as others where the installation has succeeded? 

    2024-06-11T22:33:59.535Z [ 5200:12256] W OpenKey(HKLM\SOFTWARE\Classes\TypeLib\{4920465E-064D-4C21-8070-ADCBD3A3DE94}\1.0\0\win64) failed: Access is denied. (5)

    Kushal Lakhan
    Team Lead, Global Community Support
    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
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  • 0 in reply to Ghost_10

    Are you able to share the full contents of the "Sophos UI Install Log" located in the %temp% directory? You can use the "Insert > Code" function when posting a reply to make the logs easier to parse. 

    If the logs you shared above are from taken from this log-file, could you try checking if the registry permissions are the same on this device/in this location as others where the installation has succeeded? 

    2024-06-11T22:33:59.535Z [ 5200:12256] W OpenKey(HKLM\SOFTWARE\Classes\TypeLib\{4920465E-064D-4C21-8070-ADCBD3A3DE94}\1.0\0\win64) failed: Access is denied. (5)

    Kushal Lakhan
    Team Lead, Global Community Support
    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
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