Download of ESHSXP failed from server

Question

We are trying to move from Sophos to Sophos cloud, and I'm currently testing sophos cloud on few of the machines at the office, but I keep having this problem with one of the computers, I keep getting this message

Download of ESHSXP failed from server http:∕∕dci.sophosupd.com∕cloudupdate.

I followed the steps were provided by sophos to fix the problem, but it didn't work, its been there for almost 3 weeks now! Do you have any idea how can I fix this???

Thank you for your help in advance.

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tk-421 · Accepted Answer

If you are coming from a Sophos On-Prem solution, please make sure you have completely uninstalled the on-prem Anti-Virus solution,  rebooted the endpoints and then installed the Sophos Cloud AV solution. You can also try the following on the endpoint: >Completely uninstall all Sophos Av products from this endpoint. >Reboot >User the following process to uninstall the following product codes: WARNING:  THE OS MUST HAVE THE LATEST SERVICE PACK for the msfixit tool to run.  >Open Microsoft Fixit website - https://support.microsoft.com/en-us/mats/program_install_and_uninstall >Start the tool (Run now) >Select "Detect problem and let me select the fix to apply" >Click on "Uninstalling" >Select Sophos Anti-virus from the list >If Sophos Anti-Virus, Sophos AutoUpdate or Sophos Remote Management are not in the list of programs you want to uninstall or if the removal fails then select the option "Not Listed" and click on "Next" >Enter the product codes of all of the components listed below: --- Sophos Anti-Virus 9.x & 10.x: {9ACB414D-9347-40B6-A453-5EFB2DB59DFA} --- Sophos Anti-Virus 10.3.1: {4320988A-7DE0-478D-A38B-CE9509BCE320} --- Sophos Anti-Virus 10.3.2 and Above: {D929B3B5-56C6-46CC-B3A3-A1A784CBB8E4} --- Sophos Remote Management 3.2: {FED1005D-CBC8-45D5-A288-FFC7BB304121} --- Sophos Auto-Update 2.x: {15C418EB-7675-42be-B2B3-281952DA014D} ---Sophos Client Firewall 2.9: {12C00299-B8B4-40D3-9663-66ABEA3198AB} >The computer will now reboot >Download a new cloud installer and re-install the endpoint AV product. If you have a License I would encourage you to open a case via the following link so we can better assist you: https://secure2.sophos.com/en-us/support/contact-support/support-query.aspx?TabHier=Contact%20Support-Non%20UTM%20related%20Product :57452