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Sophos Endpoint Installation bleibt hängen

Ardit Latifaj

Hallo,

ich habe ein Problem mit der Installation der kundenspezifischen .exe-Datei, die ich aus dem Sophos Central des Kunden herunterlade. Während des Setups wird das Gerät erfolgreich in Sophos Central registriert und der Download verläuft reibungslos. Allerdings hängt sich der Installationsassistent während der Installation einfach auf und führt den Vorgang nicht weiter aus. In Sophos Central kann ich dennoch den Manipulationsschutz deaktivieren, und die Befehle werden an das System gesendet. Zudem wird die installierte Software in der Systemsteuerung des Geräts angezeigt, jedoch erscheint kein Sophos-Symbol im Windows-Infobereich. Dieses Problem ist mir bisher bei mehreren Lenovo-Geräten aufgefallen. Zusätzlich wird die Systemleistung erheblich verlangsamt.

Hat jemand ein solches Problem schonmal erlebt?



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  • 0

    Hello  

    We appreciate your reaching out to the Sophos Community Forum.

    Can you please help us with more information:

    1. OS version.

    2. Number of affected devices.

    3 We need a screenshot of the task manager to understand which component consumes the most resources. 

    4. Please help us with the cloudinstaller logs to check for any error or partial installation of sophos on the device. This might happen due to the partial installation of sophos on the device. 

    Regards, 

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

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  • 0 in reply to Rutvik Chavda

    Hello and thank you for the feedback, my apologies for forgetting some details, unfortunately I don't create that many support cases so unfortunately I forgot.

    1. OS-Version: Windows 11 23H2 (Build 22631.3880)
    2. So far I have received feedback from the customer for 5 devices

    3. 

    Die Installation ist nach knapp 50 Minuten durchgelaufen - in der Regel dauert dies nur einige Minuten.

    4. SophosCloudInstaller_20240814_124745.log

  • 0 in reply to Ardit Latifaj

    Hello  

    Sure, no worries. I have gone through the logs and the information you have added. 

    I can see the error in the logs: 

    2024-08-14T13:39:06.1402723Z ERROR: Error downloading/running stage 2: Setup program failed with code: 1
    2024-08-14T13:39:06.1412725Z ERROR: Exception: Setup program failed with code: 1

    Here, I would suggest you re-install the sophos. Please uninstall the sophos using the sophos ZAP tool: Sophos ZAP. This happens due to the partial installation of sophos on the device. Ensure you download the new installer(Endpoint) from the central console and install it on the device. 

    In addition, make sure there’s no third-party security software installed on the device. 

    Let me know how it goes.

    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  

    I ran the SophosZAP tool, but it didn't resolve the issue. In a previous Sophos case, the support team mentioned that they noticed another antivirus program, a "3rd-party" solution, installed based on the CMD output from "fltmsc." However, this antivirus program is actually part of Windows Defender, which comes standard and has never caused any problems in the past.

    I then reinstalled the system, which allowed the antivirus to install flawlessly, and the performance was perfect. Previously, the performance was very poor. However, one thing I noticed after the reinstallation is that the "MsSecFlt" entry no longer appears in the list. Unfortunately, I can't reinstall all the notebooks. Do you have any other ideas about what could be causing the problem?

  • 0 in reply to Ardit Latifaj

    Can you locate the "Sophos ML Engine Install Log" in the "C:\Windows\Temp" directory? The Sophos ML Engine appears to be the only component installation failure recorded in the logs. 

    The logs specific to this component will give us more information on what may have gone wrong.

    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.
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  • +1 in reply to Qoosh

    Dear Sir or Madam,

    I would like to thank you for your assistance with the installation. Together with our customer, we were able to determine that the issue was related to a pre-configured Windows 11 23H2 image. During the installation of Windows, "MsSecFlt" is installed, which prevents the Sophos antivirus software from being installed. Additionally, the image negatively impacts system performance. After a clean reinstallation of Windows 11 23H2, no errors were detected.

    The case can be closed.

  • 0 in reply to Ardit Latifaj

    Thank you for following up to share your solution! 

    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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