failed to run the system system pre-installation sophos

Hi,

Can you attach, the log found here:

C:\ProgramData\Sophos\CloudInstaller\Logs\

if needed.

Regards,

Jak

Hi,

Can you attach, the log found here:

C:\ProgramData\Sophos\CloudInstaller\Logs\

if needed.

Regards,

Jak

I'm getting the same error for multiple installations. Seemingly random machines at this time. Please see my logs below. 

Started C:\Windows\TEMP\sfl-63d86010\Setup.exe
2018-07-27T19:34:53.8446442Z INFO : SophosInstall command line: "C:\\Windows\\TEMP\\sfl-63d86010\\Setup.exe" --quiet
2018-07-27T19:34:53.8446442Z INFO : Command line: Quiet mode on: 1
2018-07-27T19:34:53.8446442Z INFO : Command line: Automatic Proxy detection disabled: 0
2018-07-27T19:34:53.8446442Z INFO : Command line: No feedback mode on: 0
2018-07-27T19:34:53.8456444Z INFO : Command line: Dump feedback enabled: 0
2018-07-27T19:34:53.8456444Z INFO : Command line: Bypass competitor removal: 0
2018-07-27T19:34:53.8456444Z INFO : Command line: Using CRT catalog file path: --
2018-07-27T19:34:53.8456444Z INFO : Command line: Only register endpoint with Central: 0
2018-07-27T19:34:53.8456444Z INFO : Command line: Using custom server: --
2018-07-27T19:34:53.8456444Z INFO : Command line: Using custom stage 2 filename: --
2018-07-27T19:34:53.8466446Z INFO : Command line: Using cloud user: --
2018-07-27T19:34:53.8466446Z INFO : Command line: Using cloud group: --
2018-07-27T19:34:53.8466446Z INFO : Command line: Overriding computer name: --
2018-07-27T19:34:53.8466446Z INFO : Command line: Overriding computer description: --
2018-07-27T19:34:53.8466446Z INFO : Command line: Overriding domain name: --
2018-07-27T19:34:53.8466446Z INFO : Command line: Language will be set to: --
2018-07-27T19:34:53.8476448Z INFO : Command line: Using message relays: --
2018-07-27T19:34:53.8476448Z INFO : Command line: Proxy address: --
2018-07-27T19:34:53.8476448Z INFO : Command line: Proxy user name: --
2018-07-27T19:34:53.8476448Z INFO : Command line: Using custom customer token: --
2018-07-27T19:34:53.8476448Z INFO : Command line: Using specified products: --
2018-07-27T19:34:53.8476448Z INFO : Command line: Using certificates from the MCS app data folder: 0
2018-07-27T19:34:53.8556464Z INFO : Sending HTTP 'GET' request to: full/central/windows/business/installer/latest.tar.gz
2018-07-27T19:34:53.8626478Z WARNING : WinHttpGetProxyForUrl returned: 12180
2018-07-27T19:34:53.8636480Z INFO : Attempting to connect using proxy '' of type 'Empty Proxy'.
2018-07-27T19:34:53.8636480Z INFO : Set security protocol: 00000800
2018-07-27T19:34:53.8636480Z INFO : Opening connection to downloads.sophos.com
2018-07-27T19:34:53.8646482Z INFO : Opened connection to downloads.sophos.com
2018-07-27T19:34:53.8646482Z INFO : Request content size: 0
2018-07-27T19:34:53.8996552Z INFO : Sending request
2018-07-27T19:34:53.8996552Z INFO : Request sent
2018-07-27T19:34:54.2257204Z INFO : Response status code: 200
2018-07-27T19:34:54.2267206Z INFO : Response data size: 1680435
2018-07-27T19:34:54.2267206Z INFO : trySendRequestThroughPotentialProxy returning response with status code: 200
2018-07-27T19:34:54.2297212Z INFO : Extracting files:
2018-07-27T19:34:54.2297212Z INFO : integrity.dat
2018-07-27T19:34:54.2307214Z INFO : manifest.dat
2018-07-27T19:34:54.2307214Z INFO : rootca.crl
2018-07-27T19:34:54.2307214Z INFO : rootca.crt
2018-07-27T19:34:54.2317216Z INFO : scf.dat
2018-07-27T19:34:54.2327218Z INFO : sof.dat
2018-07-27T19:34:54.2327218Z INFO : SophosSetup_Stage2.exe
2018-07-27T19:34:54.2577268Z INFO : sul.dll
2018-07-27T19:34:54.2757304Z INFO : Management Certs/sophosca1.crl
2018-07-27T19:34:54.2767306Z INFO : Management Certs/sophosca1.crt
2018-07-27T19:34:54.2767306Z INFO : Management Certs/sophosca2.crl
2018-07-27T19:34:54.2777308Z INFO : Management Certs/sophosca2.crt
2018-07-27T19:34:54.2787310Z INFO : Management Certs/Sophos_SHA256_MCS_Root_CA3_exp20380504.crl
2018-07-27T19:34:54.2787310Z INFO : Management Certs/Sophos_SHA256_MCS_Root_CA3_exp20380504.crt
2018-07-27T19:34:54.2797312Z INFO : Management Certs/Sophos_SHA256_MCS_Root_CA4_exp20390504.crl
2018-07-27T19:34:54.2797312Z INFO : Management Certs/Sophos_SHA256_MCS_Root_CA4_exp20390504.crt
2018-07-27T19:34:54.3287410Z INFO : Running setup.
2018-07-27T19:34:54.3297412Z INFO : Cleaning up extracted files
2018-07-27T19:34:54.3517456Z ERROR : Exception: Failed to run setup program. CreateProcess failed: 193

It looks like the thin installer pulled down the files of the stage 2 installer, tried to run it and got error 193.

https://docs.microsoft.com/en-us/windows/desktop/debug/system-error-codes--0-499-

ERROR_BAD_EXE_FORMAT

193 (0xC1)

%1 is not a valid Win32 application.

So a little odd, it's a 32-bit process presumably on a 64-bit computer?

The only thing I can recommend is run the installer while running Process Monitor and see if you can see anything odd there.

Regards,
Jak

I'm sorry, it is a 32-bit system. I thought there was only one install for both? I'm looking in Sophos Central and cannot find a 32-bit installer. 

Hello PAKWL,

Do you have any folders on your C: drive named "Program" (C:\Program) ? If so, can you try renaming them and see if that allows the installation to go thru ?

Here's an interesting link about it (this is for informational purposes, I am not recommending that you modify your computer as per this external link). 

Regards,

Do not have anything in C that is named c:\Program... but installation still fails. Is there a specific 32 bit installer?

Hello PAKWL,

The installer will install the correct version after you download it from Central. (There is no 32 bit VS. 64 bit installer). 
One more thing to check: are there any files in the root drive (C) called program? (If so, same thing, please rename and re-try the installation). 

If the problems persist, I would recommend to file a case with support. 

Regards,

Good job, that was it! There was a weird file named program. Thank you!!

I guess at some point you had this dialog at startup as Windows does detect this state:

Regards,

Jak