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Instalation fails at stage 2

CarlosLS

I am trying to install Sophos in a new computer but when i execute the command the logs shows the stage 2 failed, seems it is unable to reach aws hosting sophos.

The same cmd command and installer worked fine in other computers, I am not sure about what is failng. 

Any help would be apprecitaed.

Here is the log file (IP and groups censored for privacy)

2024-04-04T10:41:45.0444862Z INFO : Running C:\\Users\\user\\AppData\\Local\\Temp\\SophosSetup-322672646\\Setup.exe
2024-04-04T10:41:45.0444862Z INFO : Stage 1 command-line options:
2024-04-04T10:41:45.0601079Z INFO : ---
2024-04-04T10:41:45.0601079Z INFO : Quiet mode on: 0
2024-04-04T10:41:45.0601079Z INFO : Bypass ownership check: 0
2024-04-04T10:41:45.0601079Z INFO : Bypass ACS check: 0
2024-04-04T10:41:45.0601079Z INFO : Automatic Proxy detection disabled: 1
2024-04-04T10:41:45.0601079Z INFO : No feedback mode on: 0
2024-04-04T10:41:45.0601079Z INFO : Dump feedback enabled: 0
2024-04-04T10:41:45.0601079Z INFO : Bypass competitor removal: 0
2024-04-04T10:41:45.0601079Z INFO : Using CRT catalog file path: --
2024-04-04T10:41:45.0601079Z INFO : Only register endpoint with Central: 0
2024-04-04T10:41:45.0601079Z INFO : Log messages between endpoint and Central: 0
2024-04-04T10:41:45.0601079Z INFO : Log command-line passed to executables: 0
2024-04-04T10:41:45.0601079Z INFO : Using custom server that hosts the installer stage2 filename: --
2024-04-04T10:41:45.0601079Z INFO : Using cloud group: GROUP\\\\SUBGROUP
2024-04-04T10:41:45.0601079Z INFO : Overriding computer name: --
2024-04-04T10:41:45.0601079Z INFO : Overriding computer description: --
2024-04-04T10:41:45.0601079Z INFO : Overriding domain name: --
2024-04-04T10:41:45.0601079Z INFO : Language will be set to: --
2024-04-04T10:41:45.0601079Z INFO : Using message relays: 10.(IP):8190
2024-04-04T10:41:45.0601079Z INFO : Proxy address: --
2024-04-04T10:41:45.0601079Z INFO : Proxy user name: --
2024-04-04T10:41:45.0601079Z INFO : Using custom customer token: --
2024-04-04T10:41:45.0601079Z INFO : Using specified products: --
2024-04-04T10:41:45.0601079Z INFO : Using certificates from the program data folder: 0
2024-04-04T10:41:45.0601079Z INFO : Setting non-persistent image: 0
2024-04-04T10:41:45.0601079Z INFO : Setting gold image: 0
2024-04-04T10:41:45.0601079Z INFO : MCS registration timeout for golden image: --
2024-04-04T10:41:45.0601079Z INFO : Using custom customer ID: --
2024-04-04T10:41:45.0601079Z INFO : Using specified user ID: --
2024-04-04T10:41:45.0601079Z INFO : Using local install source: --
2024-04-04T10:41:45.0601079Z INFO : Invoked as part of SEC migration: 0
2024-04-04T10:41:45.0601079Z INFO : ---
2024-04-04T10:41:45.0757305Z INFO : Detected architecture: 2
2024-04-04T10:41:45.0757305Z INFO : Using x86 program files for stage 2
2024-04-04T10:41:45.0757305Z INFO : Target path: C:\\Program Files (x86)\\Sophos\\CloudInstaller
2024-04-04T10:41:45.1225936Z INFO : About to delete: C:\\Program Files (x86)\\Sophos\\CloudInstaller
2024-04-04T10:41:45.1225936Z INFO : Folder not present, nothing to delete
2024-04-04T10:41:45.1225936Z INFO : Running on x64, requesting x86 Stage2
2024-04-04T10:41:45.1225936Z INFO : Sending HTTP 'POST' request to: api/download/stage2-details/44943ea1-72c8-42f0-8840-37126fa93493
2024-04-04T10:41:45.1225936Z INFO : Attempting to connect using proxy '10.(IP):8190' of type 'Message Relay'.
2024-04-04T10:41:45.1382151Z INFO : Set security protocol: 00000800
2024-04-04T10:41:45.1382151Z INFO : Opening connection to dzr-api-amzn-eu-west-1-9af7.api-upe.p.hmr.sophos.com
2024-04-04T10:41:45.1382151Z INFO : Request content size: 30
2024-04-04T10:42:06.1723207Z ERROR : WinHttpSendRequest failed with error 12002
2024-04-04T10:42:06.1723207Z INFO : Failed to connect using proxy '10.(IP):8190' with error: WinHttpSendRequest failed
2024-04-04T10:42:06.1723207Z INFO : Attempting to connect using proxy '' of type 'Empty Proxy'.
2024-04-04T10:42:06.1723207Z INFO : Set security protocol: 00000800
2024-04-04T10:42:06.1723207Z INFO : Opening connection to dzr-api-amzn-eu-west-1-9af7.api-upe.p.hmr.sophos.com
2024-04-04T10:42:06.1723207Z INFO : Request content size: 30
2024-04-04T10:43:09.2598941Z ERROR : WinHttpSendRequest failed with error 12002
2024-04-04T10:43:09.2598941Z INFO : Failed to connect using proxy '' with error: WinHttpSendRequest failed
2024-04-04T10:43:09.2598941Z INFO : Cleaning up extracted files
2024-04-04T10:43:09.2598941Z ERROR : Error downloading/running stage 2: Failed to get stage-2 info: Failed to connect with any proxy



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  • 0

    Thank you for reaching out to us.

    Does this device use networks different from the other devices that installed the app successfully? Do you use a proxy to connect to the internet for this device? If so? have you allowed the required domains and ports to the proxy? You may refer to these docs for the required domains and ports for Sophos central.

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer

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

    Yes, it is on another network but is connected to our relay sever as you can see as it able to reach it for stage 1, also we have other devices from different networks that did the installation with no problem. And about the proxy, no this particular network is not using one, we made sure about it as we also though this was the problem at first. The relay server has the domains and ports needed for Sophos allowed.

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  • 0 in reply to GlennSen

    Yes, it is on another network but is connected to our relay sever as you can see as it able to reach it for stage 1, also we have other devices from different networks that did the installation with no problem. And about the proxy, no this particular network is not using one, we made sure about it as we also though this was the problem at first. The relay server has the domains and ports needed for Sophos allowed.

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