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An error occurred while the checks were being made

ActiveIT

Hi,

I'm having some problems installing Sophos Cloud on a server.

We used to have Sophos endpoint and the Sophos Enterprise console installed but had to uninstall in order to install cloud.

As far as we can see everything has been removed. There are no Sophos services, The C:\Program files folders and C:\programdata Sophos folders have been deleted.

We have been through the registry and removed all Sophos entries but still receive a message when running the Sophos Cloud installation / compatibility check  that "An error occurred while the checks were being made"

Looking through the logs generated by the installation there are two error code showing

Setup program failed with code 0x0000006c.

Installation program finishing with code 108

I have tried searching for both of these error codes but cannot find any information.

The server has been rebooted several times.

The setup program has been re downloaded incase it was corrupted.

Has anyone else come across this before?

Thanks

Simon.



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  • 0

    Hi Simon, 

    The issue to me feels like there is still an old Registry Key in place that is in turn causing the issue. 

    What version of the product did you have installed prior to the removal? 

    Cheers

    Tom. 

  • 0 in reply to Tom Hope

    Hi Tom,

    I think it was at least 5.0

    I have been through the registry for all Sophos entries, would it come up under another name, or should I search for something other than Sophos?

  • 0 in reply to ActiveIT

    Hi Simon, 

    Can you please check the following locations for any Sophos keys (64 bit and 32bit): 

    • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{PRODUCT GUID}
    • HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Windows\CurrentVersion\Uninstall\{PRODUCT GUID} 

    Let me know what you find? 

    Cheers 

    Tom. 

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  • 0 in reply to ActiveIT

    Hi Simon, 

    Can you please check the following locations for any Sophos keys (64 bit and 32bit): 

    • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{PRODUCT GUID}
    • HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Windows\CurrentVersion\Uninstall\{PRODUCT GUID} 

    Let me know what you find? 

    Cheers 

    Tom. 

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