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Cannot install Intercept X: "Failed to download the installer"

alan weir

I've purchased Intercept X with XDR. and after I insert the license key into Sophos Central and download the installer tool, I try to install it, and am greeted with an error window telling me I cannot install:

And this is the logfile:

2025-01-10T02:20:47.2057441Z INFO : Running C:\\Users\\User\\AppData\\Local\\Temp\\SophosSetup-40861348\\Setup.exe
2025-01-10T02:20:47.2057441Z INFO : Stage 1 command-line options:
2025-01-10T02:20:47.2057441Z INFO : ---
2025-01-10T02:20:47.2057441Z INFO : Quiet mode on: 0
2025-01-10T02:20:47.2057441Z INFO : Bypass ownership check: 0
2025-01-10T02:20:47.2057441Z INFO : Bypass ACS check: 0
2025-01-10T02:20:47.2057441Z INFO : Automatic Proxy detection disabled: 0
2025-01-10T02:20:47.2057441Z INFO : No feedback mode on: 0
2025-01-10T02:20:47.2057441Z INFO : Dump feedback enabled: 0
2025-01-10T02:20:47.2057441Z INFO : Bypass competitor removal: 0
2025-01-10T02:20:47.2057441Z INFO : Using CRT catalog file path: --
2025-01-10T02:20:47.2067439Z INFO : Re-register installed endpoint with Central: 0
2025-01-10T02:20:47.2067439Z INFO : Log messages between endpoint and Central: 0
2025-01-10T02:20:47.2067439Z INFO : Log command-line passed to executables: 0
2025-01-10T02:20:47.2067439Z INFO : Using custom server that hosts the installer stage2 filename: --
2025-01-10T02:20:47.2067439Z INFO : Using cloud group: --
2025-01-10T02:20:47.2067439Z INFO : Overriding computer name: --
2025-01-10T02:20:47.2067439Z INFO : Overriding computer description: --
2025-01-10T02:20:47.2067439Z INFO : Overriding domain name: --
2025-01-10T02:20:47.2067439Z INFO : Language will be set to: --
2025-01-10T02:20:47.2067439Z INFO : Using message relays: --
2025-01-10T02:20:47.2077428Z INFO : Proxy address: --
2025-01-10T02:20:47.2077428Z INFO : Proxy user name: --
2025-01-10T02:20:47.2077428Z INFO : Using custom customer token: --
2025-01-10T02:20:47.2077428Z INFO : Using specified products: --
2025-01-10T02:20:47.2077428Z INFO : Using certificates from the program data folder: 0
2025-01-10T02:20:47.2077428Z INFO : Setting non-persistent image: 0
2025-01-10T02:20:47.2077428Z INFO : Setting gold image: 0
2025-01-10T02:20:47.2077428Z INFO : MCS registration timeout for golden image: --
2025-01-10T02:20:47.2077428Z INFO : Setting notification mode: 0
2025-01-10T02:20:47.2077428Z INFO : Using custom customer ID: --
2025-01-10T02:20:47.2077428Z INFO : Using specified user ID: --
2025-01-10T02:20:47.2077428Z INFO : Using local install source: --
2025-01-10T02:20:47.2077428Z INFO : ---
2025-01-10T02:20:47.2087434Z INFO : Detected architecture: 2
2025-01-10T02:20:47.2087434Z INFO : Using x86 program files for stage 2
2025-01-10T02:20:47.2087434Z INFO : Target path: C:\\Program Files (x86)\\Sophos\\CloudInstaller
2025-01-10T02:20:47.2377421Z INFO : About to delete: C:\\Program Files (x86)\\Sophos\\CloudInstaller
2025-01-10T02:20:47.2377421Z INFO : Folder not present, nothing to delete
2025-01-10T02:20:47.2377421Z INFO : Running on x64, requesting x86 Stage2
2025-01-10T02:20:47.2377421Z INFO : Sending HTTP 'POST' request to: api/download/stage2-details/d44b3d5a-896c-4d14-9737-880e5a09ebba
2025-01-10T02:20:47.2407432Z INFO : Did not discover an URL for a PAC file
2025-01-10T02:20:47.2417437Z INFO : Attempting to connect using proxy '' of type 'Empty Proxy'.
2025-01-10T02:20:47.2417437Z INFO : Set security protocol: 00000800
2025-01-10T02:20:47.2417437Z INFO : Opening connection to api-cloudstation-us-east-2.prod.hydra.sophos.com
2025-01-10T02:20:47.2417437Z INFO : Request content size: 31
2025-01-10T02:20:47.3097430Z ERROR : WinHttpSendRequest failed with error 12029
2025-01-10T02:20:47.3097430Z INFO : Failed to connect using proxy '' with error: WinHttpSendRequest failed
2025-01-10T02:20:47.3097430Z INFO : Cleaning up extracted files
2025-01-10T02:20:47.3097430Z ERROR : Error downloading/running stage 2: Failed to get stage-2 info: Failed to connect with any proxy
2025-01-10T02:21:06.9307418Z INFO : FindMainWindow: pid=0


My system: Windows 11 Pro 23H2

Parents
  • 0

    Thank you for reaching out to the community forum.

    Based on the error, it does look like you have a proxy on your environment; however, Sophos domains and ports are not allowed to the proxy that you are using, causing the installation to fail.

    Have you tried installing the endpoint using Open internet access? 

    Also, if what I've mentioned above is true, you need to allow Sophos Domains and ports in your proxy so that the endpoint can establish communication with Sophos Central and its resources.

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer

    The New Home of Sophos Support Videos!  - Visit Sophos Techvids
Reply
  • 0

    Thank you for reaching out to the community forum.

    Based on the error, it does look like you have a proxy on your environment; however, Sophos domains and ports are not allowed to the proxy that you are using, causing the installation to fail.

    Have you tried installing the endpoint using Open internet access? 

    Also, if what I've mentioned above is true, you need to allow Sophos Domains and ports in your proxy so that the endpoint can establish communication with Sophos Central and its resources.

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer

    The New Home of Sophos Support Videos!  - Visit Sophos Techvids
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