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"Wanna" ransomware outbreak. Please see this Sophos article sophos.com/kb/126733 for advice on how to protect your organization. Immediate action recommended.
The installation of Sophos Anti-Virus on Windows computers fails, and an error is displayed:
Error 3057. There was an unexpected error while attempting to create, repair or delete a user account. Contact your support personnel.
First seen in Sophos Anti-Virus for Windows 2000+
Incorrect permissions in the registry entry HKLM\Software. The permissions configured there will be dependent upon how your system is set up and they may have been modified by other applications. Sophos components may not be able to install or upgrade if access is denied to the registry section it is trying to update or create.
Once the permissions are set as described above, your Sophos product should install with no issues.
However, if you have made a number of attempts to install, check to see if there are multiple accounts of the type SophosSAU<computername><uniquenumber> and if so, delete them. They will have been created by the failed install processes. If they are left in place, they could cause the installer to fail again.
Note: If the procedure described here does not work, you may want to consider re-setting the registry entries back to the Microsoft defaults. However, doing this is an extreme measure which should only be attempted if all other procedures have failed. It resets permissions, and potentially has far-reaching consequences. If you need to do this, details are provided in the Microsoft knowledgebase.
Every comment submitted here is read (by a human) but we do not reply to specific technical questions. If you need technical support please post a question to our community. Alternatively for licensed products open a support ticket.