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INSTALLATION ERROR

Hari Krishnan

Hi TEAM,

I TRY TO INSTALL SOPHOS ENDPOINT CLOUD. IT WILL INSTALLED MY SYSTEMS BUT SHOWING SOME WARNING MESSAGE  INSTALLATION COMPLETED BUT IT NOT SHOWING MY PROGRAM FILES AND CONTROL PANEL.



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  • 0
    What To Do

    Click 'Finish' on the dialog, and wait for a further 15 minutes. The computer will continue to attempt to register and obtain the updating policy in the background.

    After 15 minutes check if the computer has received an updating policy by right-clicking on the Sophos shield icon in the notification tray and choose 'Configure updating'. If the dialog displays an update location, username and password the client has successfully registered with Sophos Cloud and received an updating policy.

    Notes:
    If Sophos Anti-Virus has already been downloaded and installed you can launch Sophos Anti-Virus at this stage by right clicking on the shield icon and select 'Open Sophos Endpoint Security Control'.

    If Sophos AutoUpdate has now been configured but Sophos Anti-Virus has not been downloaded or installed then right click on the Sophos shield icon and choose 'Update now'.
  • 0 in reply to carolynpeters
    Hi,

    I don't know if this is a wider issue or not. I have 2 devices which are doing the same thing. The instructions above don't help.

    Another customer of mine using an offline copy of the normal "Enterprise Console"-managed SAV isn't getting updates either on 3 devices

    I'm on hold to the Cloud support team at the moment, unless someone can get me an answer here sooner.

    Any help would be appreciated.

    Thanks in advance

    Samir
  • 0 in reply to SamirPatel

    I spent an hour trying to get through on hold / waiting for a call back... in the end I worked around this by copying over the "%ProgramData%\Sophos\AutoUpdate\Config" folder from a machine where Cloud Endpoint was installed 2 weeks ago, restarted my services, and everything started working - SAV downloaded, installed, and registered with the Cloud console

  • 0 in reply to SamirPatel
    Hi . Please do let us know what Sophos Cloud support team provided as the solution to this so that we can share the results with everyone
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  • 0 in reply to Sure Win 2
    Hi,

    The Cloud sorted itself out. Phone/email support weren't any help. I spent over 4 hours either on hold or waiting for a call back on 13 October. I've only just had an email back about the support ticket (number 5467457) I'd raised around 5:30pm on 13 October.

    10 years of dealing with Sophos, I've never had this sort of response (or lack of response) before.

    The non-cloud issue was that my other customer had with the offline installedr was because that customer was using an old version of the installer, which gives them SAV 10.0 which no longer gets updates. They are now using a 10.3 installer, which is fine.
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