We have seen an increase in customer cases in regards to "Sophos Endpoint Defense" failing to install due to the error message "Failed to copy SophosEL.sys into ELAM driver Backup Path"
This error can be seen in the "Sophos Endpoint Defense Setup Log"
This issue is caused by a missing Windows folder C:\Windows\ELAMBKUP\ which we are trying to copy our driver over to.
The following sections are covered:
Applies to the following Sophos products and versions Central Server Core Agent 2.1.1
You can confirm that the issue matches by opening the Sophos Endpoint Defense Setup.log located in C:\Windows\Temp or %TEMP% The log file should read the below.
9/10/2018 18:06:49, INFO : Copying C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\sed64\SophosEL.sys to C:\WINDOWS\system32\drivers\SophosEL.sys 9/10/2018 18:06:49, INFO : Copying C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\sed64\SophosEL.sys to C:\Windows\ELAMBKUP\SophosEL.sys 9/10/2018 18:06:49, ERROR : Filesystem error code: 1 9/10/2018 18:06:49, ERROR : Error installing Sophos Endpoint Defense: Failed to copy SophosEL.sys into ELAM driver Backup Path 9/10/2018 18:06:49, INFO : Starting rollback of failed installation. 9/10/2018 18:06:49, INFO : Starting Sophos Endpoint Defense uninstallation (220.127.116.114) 9/10/2018 18:06:49, WARNING : Failed to query if the driver can be unloaded or service stopped. 9/10/2018 18:06:49, INFO : Removed Sophos process keys under 'AppCompatFlags\Custom'
In order to resolve this issue you will need to follow the below steps:
If you've spotted an error or would like to provide feedback on this article, please use the section below to rate and comment on the article. This is invaluable to us to ensure that we continually strive to give our customers the best information possible.
Every comment submitted here is read (by a human) but we do not reply to specific technical questions. For technical support post a question to the community. Or click here for new feature/product improvements. Alternatively for paid/licensed products open a support ticket.