Sophos Central Windows Endpoint: Compatibility issue with HP Sure Sense.

Disclaimer: Please contact Sophos Professional Services if you require assistance with your specific environment.
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Hello Community,

This post is intended for HP desktop/laptop users who uses OEM build OS. You may encounter an issue while installing the Sophos endpoint on your HP device due to HP Sure Sense. HP Sure Sense harnesses deep learning AI to turn on real-time malware protection, which is by default a conflict to our endpoint product as two security software can't exist in one system. 

OVERVIEW

This has been observed for those HP machined which uses OEM build OS and has their own Built-in Malware application installed Called “HP Sure Sense.” When installing Sophos Endpoint, an error has been observed causes the installation to fail, described below.



On C:\ProgramData\Sophos\CloudInstaller\Logs.an error message "DownloadCommand::onRun() failed with std::exception: Session::synchronize failed with error code 4". 

2020-08-12T22:36:42.0584253Z INFO : SUL info: [INFO] badger::file_package_source::copy_package_from Downloading bulk package: d1.sophosupd.com/.../b86a366d56d237b5c727b2a5e2c6f210x000.xml.zip
2020-08-12T22:36:42.0639949Z INFO : SUL info: [I19464] Syncing file bulk/dat/b86a366d56d237b5c727b2a5e2c6f210x000.xml.zip
2020-08-12T22:36:48.4395450Z INFO : SUL info: [I19464] File bulk/dat/b86a366d56d237b5c727b2a5e2c6f210x000.xml.zip: sync failed
2020-08-12T22:36:48.4427774Z INFO : SUL info: [WARN] cached_package_source::copy_from_upstream copy from upstream failed: rename(p1, p2): invalid arguments: operation not permitted
2020-08-12T22:36:48.4447922Z INFO : SUL info: [INFO] badger::file_package_source::copy_package_from Downloading bulk package: d1.sophosupd.com/.../877ed3ea9eaea011bd562ab4a85ac82bx000.xml.zip
2020-08-12T22:36:48.4521786Z INFO : SUL info: [DEBUG] cached_package_source::load_bulk_zipfile loaded bulk zipfile index from: bulk/dat/877ed3ea9eaea011bd562ab4a85ac82bx000.xml.zip (10 items)
2020-08-12T22:36:48.6165971Z INFO : SUL info: [WARN] cached_package_source::serve_from_bulk_zipfile failed to bulk-extract 76ed583a5efbaaa2487dc5cfc1de4890x000.dat: rename(p1, p2): invalid arguments: operation not permitted
2020-08-12T22:36:48.6190992Z INFO : SUL info: [I19464] Syncing file 76ed583a5efbaaa2487dc5cfc1de4890x000.dat: 464504 bytes: sse64/SophosSSEUninstall.exe
2020-08-12T22:36:50.3985059Z INFO : SUL info: [I19464] File 76ed583a5efbaaa2487dc5cfc1de4890x000.dat: sync failed
2020-08-12T22:36:50.4021944Z INFO : SUL info: [I19464] Syncing file enc/76ed583a5efbaaa2487dc5cfc1de4890x000.dat: 464504 bytes
2020-08-12T22:36:52.1919653Z INFO : SUL info: [I19464] File enc/76ed583a5efbaaa2487dc5cfc1de4890x000.dat: sync failed
2020-08-12T22:36:52.1967359Z WARNING : SUL error: [E32425] rename(p1, p2): invalid arguments: operation not permitted
2020-08-12T22:36:52.2517038Z ERROR : DownloadCommand::onRun() failed with std::exception: Session::synchronize failed with error code 4


 
WHAT TO DO


To Correct this, you need to uninstall all HP Sure Sense components before proceeding with Installing the Sophos endpoint.

  • Go to the control panel and select add/remove program or hit your keyboard “Windows Key + R” and type “APPWIZ CPL.”
  • Look for HP Sure Sense Service.
  • Proceed on Uninstalling “HP Sure Sense.”