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Advisory: Sophos XG Firewall - Antivirus service stopped due to failed pattern update. Please visit this KBA for the latest updates
The installation of the Sophos Central Endpoint is unable to proceed and the following error message is received:
In many cases, third-party uninstallers are not able to remove all traces of the application. The uninstall registry key of the third-party anti-virus application is often left during the uninstall. As a result, the Sophos Competitor Removal Tool (CRT) detects this remnant.
Ideally, the CRT is expected to successfully remove the third-party anti-virus. For instances wherein the Sophos installation fails due to the CRT failing to uninstall the existing anti-virus, this article will provide information on how to resolve this. The following sections are covered:
Applies to the following Sophos products and versions Central Windows Endpoint 10.8.1
This scenario normally happens when the installer of the third-party anti-virus was not fully uninstalled and there are traces that CRT can still detect.
Note: It is highly recommended to back-up the registry first before doing any changes in the registry.
Before performing the steps below, disable any tamper protection on the third-party anti-virus that possibly stops the CRT from uninstalling it then retry the uninstall. If this still does not resolve the issue, perform the following steps:
No products detected on this system
Note: The previous lines in the log file show all registry keys that the CRT has checked to identify the third-party anti-virus. This helps in identifying why the product was not detected.
AVRemove.exe --listproducts > crtproducts.txt
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