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Sophos Agent Installation Failed - CloudInstaller Error

Matlogonolo Radibe

We're trying to install Agents using SCCM and we are getting the below an error: Please help.

C:\\Program Files (x86)\\Sophos\\CloudInstaller
About to delete: C:\\Program Files (x86)\\Sophos\\CloudInstaller
Failed to remove 'C:\\Program Files (x86)\\Sophos\\CloudInstaller'. Error: remove_all: The process cannot access the file because it is being used by another process.: "C:\\Program Files (x86)\\Sophos\\CloudInstaller"
Error downloading/running stage 2: remove_all: The process cannot access the file because it is being used by another process.: "C:\\Program Files (x86)\\Sophos\\CloudInstaller"

We have tried using different parameters when deploying the agents yet it is still failing.

"SophosSetup.exe --products=antivirus,intercept --quiet"

Please help

Fullscreen Sophos Endpoint Installation Error Log.txt Download 
2024-05-29T08:49:01.0243893Z INFO : Running C:\\Windows\\TEMP\\SophosSetup-587340802\\Setup.exe
2024-05-29T08:49:01.0243893Z INFO : Stage 1 command-line options:
2024-05-29T08:49:01.0253868Z INFO : ---
2024-05-29T08:49:01.0253868Z INFO : Quiet mode on: 0
2024-05-29T08:49:01.0253868Z INFO : Bypass ownership check: 0
2024-05-29T08:49:01.0253868Z INFO : Bypass ACS check: 0
2024-05-29T08:49:01.0253868Z INFO : Automatic Proxy detection disabled: 0
2024-05-29T08:49:01.0263841Z INFO : No feedback mode on: 0
2024-05-29T08:49:01.0263841Z INFO : Dump feedback enabled: 0
2024-05-29T08:49:01.0273817Z INFO : Bypass competitor removal: 0
2024-05-29T08:49:01.0273817Z INFO : Using CRT catalog file path: --
2024-05-29T08:49:01.0273817Z INFO : Only register endpoint with Central: 0
2024-05-29T08:49:01.0273817Z INFO : Log messages between endpoint and Central: 0
2024-05-29T08:49:01.0273817Z INFO : Log command-line passed to executables: 0
2024-05-29T08:49:01.0283787Z INFO : Using custom server that hosts the installer stage2 filename: --
2024-05-29T08:49:01.0283787Z INFO : Using cloud group: --
2024-05-29T08:49:01.0283787Z INFO : Overriding computer name: --
2024-05-29T08:49:01.0283787Z INFO : Overriding computer description: --
2024-05-29T08:49:01.0283787Z INFO : Overriding domain name: --
2024-05-29T08:49:01.0283787Z INFO : Language will be set to: --
2024-05-29T08:49:01.0293760Z INFO : Using message relays: --
2024-05-29T08:49:01.0293760Z INFO : Proxy address: --
2024-05-29T08:49:01.0293760Z INFO : Proxy user name: --
2024-05-29T08:49:01.0293760Z INFO : Using custom customer token: --
2024-05-29T08:49:01.0293760Z INFO : Using specified products: --
2024-05-29T08:49:01.0293760Z INFO : Using certificates from the program data folder: 0
2024-05-29T08:49:01.0303734Z INFO : Setting non-persistent image: 0
2024-05-29T08:49:01.0303734Z INFO : Setting gold image: 0
2024-05-29T08:49:01.0313725Z INFO : MCS registration timeout for golden image: --
2024-05-29T08:49:01.0313725Z INFO : Using custom customer ID: --
2024-05-29T08:49:01.0323704Z INFO : Using specified user ID: --
2024-05-29T08:49:01.0323704Z INFO : Using local install source: --
2024-05-29T08:49:01.0323704Z INFO : Invoked as part of SEC migration: 0
2024-05-29T08:49:01.0323704Z INFO : ---
2024-05-29T08:49:01.0353608Z INFO : Detected architecture: 2
2024-05-29T08:49:01.0353608Z INFO : Using x86 program files for stage 2
2024-05-29T08:49:01.0363581Z INFO : Target path: C:\\Program Files (x86)\\Sophos\\CloudInstaller
2024-05-29T08:49:01.0932047Z INFO : About to delete: C:\\Program Files (x86)\\Sophos\\CloudInstaller
2024-05-29T08:49:01.0942025Z ERROR : Failed to remove 'C:\\Program Files (x86)\\Sophos\\CloudInstaller'. Error: remove_all: The process cannot access the file because it is being used by another process.: "C:\\Program Files (x86)\\Sophos\\CloudInstaller"
2024-05-29T08:49:01.0942025Z ERROR : Error downloading/running stage 2: remove_all: The process cannot access the file because it is being used by another process.: "C:\\Program Files (x86)\\Sophos\\CloudInstaller"



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  • 0

    Hello  ,

    We appreciate your reaching out to the Sophos Community Forum.

    I have gone through the cloud installer logs. I can see the error." 2024-05-29T08:49:01.0942025Z ERROR : Failed to remove 'C:\\Program Files (x86)\\Sophos\\CloudInstaller'. Error: remove_all: The process can't access the file because another uses it.: "C:\\Program Files (x86)\\Sophos\\CloudInstaller."
    2024-05-29T08:49:01.0942025Z ERROR: Error downloading/running stage 2: remove_all: The process can't access the file because another process uses it.: "C:\\Program Files (x86)\\Sophos\\CloudInstaller"

    Please delete this cloud installer.log file from this location: "C:\\Program Files (x86)\\Sophos\\CloudInstaller." Then, try to run the installer again on the device.

    Let me know how it goes. 

    Regards, 

    Rutvik Chavda
    Global Digital Endpoint Security Engineer
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