SAVXP failed to install (0x00000067)

Question

Hello, 
 I have a problem with an endpoint client (Windows 7 x64). SEC tells me "Failed to install the SAVXP. MSI has failed (0x00000067)". 
 
 Here are the Sophos Anti-Virus Install and CustomActions Log - https://paste.ee/p/30png 
 
 I hope you can help me. 
 
 Thanks 
 Lars

jak · Accepted Answer

CreateUserGroups is the failing custom action as QC mentions: 2018-06-07 14:49:55 CreateUserGroups: Action started 2018-06-07 14:49:55 CreateUserGroups: Unable to create local SophosUserGroup 2018-06-07 14:49:55 CreateUserGroups: Unable to create local SophosPowerGroup 2018-06-07 14:49:55 CreateUserGroups: Unable to create local SophosAdminGroup 2018-06-07 14:49:55 CreateUserGroups: Unable to create local OnAccessGroup 2018-06-07 14:49:55 CreateUserGroups: Unable to create add local group SIDs to machine file. 2018-06-07 14:49:55 CreateUserGroups: Action failed Presumably the messages about: "Unable to create local SophosUserGroup" etc.. are OK, and this is just because the local groups already exist. In which case the problem is probably: Unable to create add local group SIDs to machine file. 
 ...otherwise why would it have gotten this far in the custom action. I've seen this before if the C:\ProgramData\Sophos\Sophos Anti-Virus\Config\machine.xml file is corrupt. Can you check that? It would make sense if it's trying to update the XML file. Regards, Jak

Illeadmin · Answer

Hey Jak, 
 thanks for your help. That was exactly what needed to be done to get sophos back online and updated. 
 Thanks 
 Lars