i have problem migrating one windows 2008 r2 server from enterprise console to sophos central.
after installing the 1st time last week, it says cannot update with red exclamation mark, so i rebooted the machine and re-install using the sophosinstall exe file downloaded from sophos central.
now the status is "failed to install sophos anti-virus for windows: uninstallating an older product failed.
We would need to see the installation and uninstallation logs of Sophos anti-virus.
If you ran the installer, then under your temp directory - %temp%, there should be some MSI and custom action logs for Sophos Anti-Virus.
These would confirm the reason for the failure.
Regards.
Property(S): _IsSetupTypeMin = Typical
Property(S): Display_IsBitmapDlg = 1
Property(S): EventType = BEGIN_SYSTEM_CHANGE
Property(S): UPDATEDRIVERS = 0
Property(S): AFTERREBOOT = 0
Property(S): APPLYCLASSICCONFIG = 0
Property(S): ARPCOMMENTS = Protects your computer and network from threats
Property(S): ARPCONTACT = Sophos Technical Support
Property(S): ARPHELPLINK = http://www.sophos.com/support
Property(S): ARPHELPTELEPHONE =
Property(S): ARPNOMODIFY = 1
Property(S): ARPNOREPAIR = 1
Property(S): ARPPRODUCTICON = ARPPRODUCTICON.exe
Property(S): ARPURLINFOABOUT = http://www.sophos.com
Property(S): ARPURLUPDATEINFO = www.sophos.com/.../updates
Property(S): BOOTDRIVERSIGNED = 0
Property(S): CHECKFORCOMPETITORS = 1
Property(S): CHECKFORSCF = 0
Property(S): CLASSFILTERPRESENT = 1
Property(S): CopyBDLs = 0
Property(S): CopyIDEs = 0
Property(S): DATACONTROL = 0
Property(S): DEVICECONTROL = 0
Property(S): DISABLEONACCESS = 0
Property(S): DRIVERVERSION = 0
Property(S): DWUSINTERVAL = 30
Property(S): DWUSLINK = CEFB20B8799BE0FF99ACA7283EEC978FC9CBA08F698BB7F8CE8B5788D9ECA0BFBE3C07EF89AC
Property(S): DefaultUIFont = Tahoma8
Property(S): DialogCaption = InstallShield for Windows Installer
Property(S): DisplayNameCustom = Custom
Property(S): ACTION = INSTALL
Property(S): DisplayNameMinimal = Minimal
Property(S): DisplayNameTypical = Typical
Property(S): ErrorDialog = SetupError
Property(S): FIRST_INSTALL_DATE = 0
Property(S): IDEONLY = 0
Property(S): INSTALLLEVEL = 100
Property(S): ISVROOT_PORT_NO = 0
Property(S): IS_COMPLUS_PROGRESSTEXT_COST = Costing COM+ application: [1]
Property(S): IS_COMPLUS_PROGRESSTEXT_INSTALL = Installing COM+ application: [1]
Property(S): IS_COMPLUS_PROGRESSTEXT_UNINSTALL = Uninstalling COM+ application: [1]
Property(S): IS_PROGMSG_XML_COSTING = Costing XML files...
Property(S): IS_PROGMSG_XML_CREATE_FILE = Creating XML file %s...
Property(S): IS_PROGMSG_XML_FILES = Performing XML file changes...
Property(S): IS_PROGMSG_XML_REMOVE_FILE = Removing XML file %s...
Property(S): IS_PROGMSG_XML_ROLLBACK_FILES = Rolling back XML file changes...
Property(S): IS_PROGMSG_XML_UPDATE_FILE = Updating XML file %s...
Property(S): InstallChoice = AR
Property(S): MAJORUPGRADE = 0
Property(S): MANAGED = 1
Property(S): MSIRESTARTMANAGERCONTROL = Disable
Property(S): Manufacturer = Sophos Limited
Property(S): NEEDREBOOT = 0
Property(S): PIDTemplate = 12345<###-%%%%%%%>@@@@@
Property(S): PROCESSOR_NX_ENABLED = 1
Property(S): PROGMSG_IIS_CREATEAPPPOOL = Creating application pool %s
Property(S): PROGMSG_IIS_CREATEAPPPOOLS = Creating application Pools...
Property(S): PROGMSG_IIS_CREATEVROOT = Creating IIS virtual directory %s
Property(S): PROGMSG_IIS_CREATEVROOTS = Creating IIS virtual directories...
Property(S): PROGMSG_IIS_CREATEWEBSERVICEEXTENSION = Creating web service extension
Property(S): PROGMSG_IIS_CREATEWEBSERVICEEXTENSIONS = Creating web service extensions...
Property(S): PROGMSG_IIS_EXTRACT = Extracting information for IIS virtual directories...
Property(S): PROGMSG_IIS_EXTRACTDONE = Extracted information for IIS virtual directories...
Property(S): PROGMSG_IIS_REMOVEAPPPOOL = Removing application pool
Property(S): PROGMSG_IIS_REMOVEAPPPOOLS = Removing application pools...
Property(S): PROGMSG_IIS_REMOVESITE = Removing web site at port %d
Property(S): PROGMSG_IIS_REMOVEVROOT = Removing IIS virtual directory %s
Property(S): PROGMSG_IIS_REMOVEVROOTS = Removing IIS virtual directories...
Property(S): PROGMSG_IIS_REMOVEWEBSERVICEEXTENSION = Removing web service extension
Property(S): PROGMSG_IIS_REMOVEWEBSERVICEEXTENSIONS = Removing web service extensions...
Property(S): PROGMSG_IIS_ROLLBACKAPPPOOLS = Rolling back application pools...
Property(S): PROGMSG_IIS_ROLLBACKVROOTS = Rolling back virtual directory and web site changes...
Property(S): PROGMSG_IIS_ROLLBACKWEBSERVICEEXTENSIONS = Rolling back web service extensions...
Property(S): ProductCode = {9ACB414D-9347-40B6-A453-5EFB2DB59DFA}
Property(S): ProductID = none
Property(S): ProductLanguage = 1033
Property(S): ProductName = Sophos Anti-Virus
Property(S): ProductVersion = 10.0.11
Property(S): ProgressType0 = install
Property(S): ProgressType1 = Installing
Property(S): ProgressType2 = installed
Property(S): ProgressType3 = installs
Property(S): RebootYesNo = Yes
Property(S): ReinstallModeText = omus
Property(S): SAVIONLY = 0
Property(S): SCRIPTDIR = [SOURCEDIR]
Property(S): SequenceNumber = 0
Property(S): UNINSTALLBOOTDRIVERS = 1
Property(S): UNINSTALLCLASSFILTER = 0
Property(S): UNINSTALLDRIVERS = 1
Property(S): UNINSTALLERROR = An older version of Sophos Anti-Virus has not been fully removed from your machine. Please reboot your machine before attempting to install Sophos Anti-Virus.
Property(S): UNINSTALLKMSDRIVERS = 1
Property(S): UPDATEBOOTDRIVERS = 1
Property(S): UPDATECLASSFILTER = 0
Property(S): VIRUSDATAUPDATE = 0
Property(S): ISReleaseFlags = SAV
Property(S): Preselected = 1
Property(S): RollBackInstallDeviceControl = C:\Program Files (x86)\Sophos\Sophos Anti-Virus\
Property(S): UILevel = 2
Property(S): OriginalDatabase = C:\Windows\Installer\184e43.msi
Property(S): DATABASE = C:\Windows\Installer\184e43.msi
Property(S): AdminUser = 1
Property(S): Privileged = 1
Property(S): MsiRunningElevated = 1
Property(S): RedirectedDllSupport = 2
Property(S): MsiWin32AssemblySupport = 6.1.7601.17514
Property(S): MsiNetAssemblySupport = 4.7.2558.0
Property(S): Date = 7/4/2018
Property(S): Time = 14:55:16
Property(S): InstallShieldTempProp = 0
Property(S): TTCSupport = 1
Property(S): ColorBits = 32
Property(S): TextInternalLeading = 3
Property(S): TextHeight = 16
Property(S): BorderSide = 1
Property(S): BorderTop = 1
Property(S): CaptionHeight = 19
Property(S): ScreenY = 768
Property(S): ScreenX = 1024
Property(S): SystemLanguageID = 1033
Property(S): ComputerName = GVTPHR04
Property(S): UserLanguageID = 1033
Property(S): UserSID = S-1-5-18
Property(S): LogonUser = SYSTEM
Property(S): MsiTrueAdminUser = 1
Property(S): VirtualMemory = 10691
Property(S): PhysicalMemory = 6144
Property(S): Intel = 6
Property(S): Msix64 = 6
Property(S): USERNAME = Windows User
Property(S): ShellAdvtSupport = 1
Property(S): OLEAdvtSupport = 1
Property(S): GPTSupport = 1
Property(S): MyPicturesFolder = C:\Windows\system32\config\systemprofile\Pictures\
Property(S): RecentFolder = C:\Windows\system32\config\systemprofile\AppData\Roaming\Microsoft\Windows\Recent\
Property(S): PrintHoodFolder = C:\Windows\system32\config\systemprofile\AppData\Roaming\Microsoft\Windows\Printer Shortcuts\
Property(S): PersonalFolder = C:\Windows\system32\config\systemprofile\Documents\
Property(S): NetHoodFolder = C:\Windows\system32\config\systemprofile\AppData\Roaming\Microsoft\Windows\Network Shortcuts\
Property(S): AppDataFolder = C:\Windows\system32\config\systemprofile\AppData\Roaming\
Property(S): RemoteAdminTS = 1
Property(S): MsiNTProductType = 3
Property(S): ServicePackLevelMinor = 0
Property(S): ServicePackLevel = 1
Property(S): WindowsBuild = 7601
Property(S): VersionMsi = 5.00
Property(S): VersionDatabase = 200
Property(S): PRODUCTLANGUAGE = 1033
Property(S): CLIENTPROCESSID = 3128
Property(S): CLIENTUILEVEL = 3
Property(S): CURRENTDIRECTORY = C:\Windows\system32
Property(S): REMOVE = ALL
Property(S): INSTALLINGVERSION = 10.7.2.49
Property(S): REBOOT = ReallySuppress
Property(S): ProductState = 5
Property(S): PackageCode = {BB0715CE-3967-45C4-B9B9-A462F8A1285F}
Property(S): MsiLogFileLocation = C:\Windows\TEMP\Sophos Anti-Virus Uninstall Log_180704_065409.txt
Property(S): CostingComplete = 1
Property(S): OutOfDiskSpace = 0
Property(S): OutOfNoRbDiskSpace = 0
Property(S): PrimaryVolumeSpaceAvailable = 0
Property(S): PrimaryVolumeSpaceRequired = 0
Property(S): PrimaryVolumeSpaceRemaining = 0
MSI (s) (D8:90) [14:55:16:330]: Note: 1: 1725
MSI (s) (D8:90) [14:55:16:330]: Product: Sophos Anti-Virus -- Removal failed.
MSI (s) (D8:90) [14:55:16:330]: Windows Installer removed the product. Product Name: Sophos Anti-Virus. Product Version: 10.0.11. Product Language: 1033. Manufacturer: Sophos Limited. Removal success or error status: 1603.
MSI (s) (D8:90) [14:55:16:346]: Deferring clean up of packages/files, if any exist
MSI (s) (D8:90) [14:55:16:346]: MainEngineThread is returning 1603
MSI (s) (D8:D4) [14:55:16:346]: No System Restore sequence number for this installation.
=== Logging stopped: 7/4/2018 14:55:16 ===
MSI (s) (D8:D4) [14:55:16:346]: User policy value 'DisableRollback' is 0
MSI (s) (D8:D4) [14:55:16:346]: Machine policy value 'DisableRollback' is 0
MSI (s) (D8:D4) [14:55:16:346]: Incrementing counter to disable shutdown. Counter after increment: 0
MSI (s) (D8:D4) [14:55:16:346]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2
MSI (s) (D8:D4) [14:55:16:346]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2
MSI (s) (D8:D4) [14:55:16:346]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied. Counter after decrement: -1
MSI (s) (D8:D4) [14:55:16:346]: Restoring environment variables
MSI (s) (D8:D4) [14:55:16:346]: Destroying RemoteAPI object.
MSI (s) (D8:BC) [14:55:16:346]: Custom Action Manager thread ending.
MSI (c) (38:C8) [14:55:16:346]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied. Counter after decrement: -1
MSI (c) (38:C8) [14:55:16:346]: MainEngineThread is returning 1603
=== Verbose logging stopped: 7/4/2018 14:55:16 ===
Hello yeowkm,
this is just the end of the log, 1603 is the general "an error occurred" error code and the rest is a dump of the Properties (you can call them Installer variables) that doesn't tell much. The run-out of an MSI log is usually quite uninteresting. If you think you can't post the complete log and have to prune it please see this troubleshooting article on how to identify the "interesting" parts.
The Installer and Installer logging doesn't end shortly after an error but usually there's a roll-back and the log after the error might be almost as long as the preceding part.
Christian
Hello yeowkm,
this is just the end of the log, 1603 is the general "an error occurred" error code and the rest is a dump of the Properties (you can call them Installer variables) that doesn't tell much. The run-out of an MSI log is usually quite uninteresting. If you think you can't post the complete log and have to prune it please see this troubleshooting article on how to identify the "interesting" parts.
The Installer and Installer logging doesn't end shortly after an error but usually there's a roll-back and the log after the error might be almost as long as the preceding part.
Christian
