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Endpoint install fails

Ven Rodriguez

Hi all, I receive the following error message:

 

Controller::Install failed: Could not connect. Error code = 0x80070005\n

Any help in getting the installer to work on this system would be greatly appreciated.

 

Below is the full log

 

Started C:\Users\super.ven\AppData\Local\Temp\sfl-381b2000\Setup.exe
2018-09-04T21:28:23.1815573Z INFO : Stage 1 command-line options:
2018-09-04T21:28:23.1825561Z INFO : ---
2018-09-04T21:28:23.1825561Z INFO : Quiet mode on: 0
2018-09-04T21:28:23.1825561Z INFO : Automatic Proxy detection disabled: 0
2018-09-04T21:28:23.1825561Z INFO : No feedback mode on: 0
2018-09-04T21:28:23.1825561Z INFO : Dump feedback enabled: 0
2018-09-04T21:28:23.1825561Z INFO : Bypass competitor removal: 0
2018-09-04T21:28:23.1825561Z INFO : Using CRT catalog file path: --
2018-09-04T21:28:23.1825561Z INFO : Only register endpoint with Central: 0
2018-09-04T21:28:23.1825561Z INFO : Log installation messages between endpoint and Central: 0
2018-09-04T21:28:23.1835549Z INFO : Log command-line passed to executables: 0
2018-09-04T21:28:23.1835549Z INFO : Using custom server: --
2018-09-04T21:28:23.1835549Z INFO : Using custom stage 2 filename: --
2018-09-04T21:28:23.1835549Z INFO : Using cloud user: --
2018-09-04T21:28:23.1835549Z INFO : Using cloud group: --
2018-09-04T21:28:23.1835549Z INFO : Overriding computer name: --
2018-09-04T21:28:23.1835549Z INFO : Overriding computer description: --
2018-09-04T21:28:23.1835549Z INFO : Overriding domain name: --
2018-09-04T21:28:23.1835549Z INFO : Language will be set to: --
2018-09-04T21:28:23.1845537Z INFO : Using message relays: --
2018-09-04T21:28:23.1845537Z INFO : Proxy address: --
2018-09-04T21:28:23.1845537Z INFO : Proxy user name: --
2018-09-04T21:28:23.1845537Z INFO : Using custom customer token: --
2018-09-04T21:28:23.1845537Z INFO : Using specified products: --
2018-09-04T21:28:23.1845537Z INFO : Using certificates from the MCS app data folder: 0
2018-09-04T21:28:23.1845537Z INFO : ---
2018-09-04T21:28:23.1895477Z INFO : Sending HTTP 'GET' request to: full/central/windows/business/installer/latest.tar.gz
2018-09-04T21:28:23.2045297Z WARNING : WinHttpGetProxyForUrl returned: 12180
2018-09-04T21:28:23.2055285Z INFO : Attempting to connect using proxy '' of type 'Empty Proxy'.
2018-09-04T21:28:23.2055285Z INFO : Set security protocol: 00000800
2018-09-04T21:28:23.2055285Z INFO : Opening connection to downloads.sophos.com
2018-09-04T21:28:23.2065273Z INFO : Request content size: 0
2018-09-04T21:28:23.4682129Z INFO : Sending request
2018-09-04T21:28:23.4682129Z INFO : Request sent
2018-09-04T21:28:23.9616201Z INFO : Response status code: 200
2018-09-04T21:28:23.9626189Z INFO : Response data size: 1713226
2018-09-04T21:28:23.9626189Z INFO : trySendRequestThroughPotentialProxy returning response with status code: 200
2018-09-04T21:28:23.9656153Z INFO : Extracting files:
2018-09-04T21:28:23.9656153Z INFO : integrity.dat
2018-09-04T21:28:23.9666141Z INFO : manifest.dat
2018-09-04T21:28:23.9666141Z INFO : rootca.crl
2018-09-04T21:28:23.9666141Z INFO : rootca.crt
2018-09-04T21:28:23.9676129Z INFO : scf.dat
2018-09-04T21:28:23.9676129Z INFO : sof.dat
2018-09-04T21:28:23.9676129Z INFO : SophosSetup_Stage2.exe
2018-09-04T21:28:23.9985757Z INFO : sul.dll
2018-09-04T21:28:24.0235457Z INFO : Management Certs/sophosca1.crl
2018-09-04T21:28:24.0235457Z INFO : Management Certs/sophosca1.crt
2018-09-04T21:28:24.0245445Z INFO : Management Certs/sophosca2.crl
2018-09-04T21:28:24.0245445Z INFO : Management Certs/sophosca2.crt
2018-09-04T21:28:24.0255433Z INFO : Management Certs/Sophos_SHA256_MCS_Root_CA3_exp20380504.crl
2018-09-04T21:28:24.0255433Z INFO : Management Certs/Sophos_SHA256_MCS_Root_CA3_exp20380504.crt
2018-09-04T21:28:24.0255433Z INFO : Management Certs/Sophos_SHA256_MCS_Root_CA4_exp20390504.crl
2018-09-04T21:28:24.0265421Z INFO : Management Certs/Sophos_SHA256_MCS_Root_CA4_exp20390504.crt
2018-09-04T21:28:24.0784797Z INFO : Running setup.
Started C:\Program Files (x86)\Sophos\CloudInstaller\SophosSetup_Stage2.exe
2018-09-04T21:28:24.1074449Z INFO : Stage 2 command-line options:
2018-09-04T21:28:24.1074449Z INFO : ---
2018-09-04T21:28:24.1074449Z INFO : Parent PID: 5996
2018-09-04T21:28:24.1074449Z INFO : Server: dzr-mcs-amzn-us-west-2-fa88.upe.p.hmr.sophos.com
2018-09-04T21:28:24.1074449Z INFO : Message relays: --
2018-09-04T21:28:24.1074449Z INFO : Suppressing feedback: 0
2018-09-04T21:28:24.1074449Z INFO : Dump feedback to disk: 0
2018-09-04T21:28:24.1074449Z INFO : Register only: 0
2018-09-04T21:28:24.1074449Z INFO : Trail logging: 0
2018-09-04T21:28:24.1074449Z INFO : Command-line logging: 0
2018-09-04T21:28:24.1074449Z INFO : Bypassing competitor removal: 0
2018-09-04T21:28:24.1074449Z INFO : CRT catalog: --
2018-09-04T21:28:24.1084437Z INFO : Language: --
2018-09-04T21:28:24.1084437Z INFO : Log files: C:\\ProgramData\\Sophos\\CloudInstaller\\Logs\\SophosCloudInstaller_20180904_212823.log
2018-09-04T21:28:24.1084437Z INFO : User: --
2018-09-04T21:28:24.1084437Z INFO : Group: --
2018-09-04T21:28:24.1084437Z INFO : Quiet: 0
2018-09-04T21:28:24.1084437Z INFO : Virtual appliance: 0
2018-09-04T21:28:24.1084437Z INFO : Proxy address: --
2018-09-04T21:28:24.1084437Z INFO : Proxy user: --
2018-09-04T21:28:24.1084437Z INFO : Overriding computer name: --
2018-09-04T21:28:24.1084437Z INFO : Overriding computer description: --
2018-09-04T21:28:24.1084437Z INFO : Overriding domain: --
2018-09-04T21:28:24.1084437Z INFO : Disable proxy detection: 0
2018-09-04T21:28:24.1084437Z INFO : Customer Token Specified: 56fcae2f-df2b-40e3-a391-ea0c17779c22
2018-09-04T21:28:24.1094425Z INFO : Products: all
2018-09-04T21:28:24.1094425Z INFO : Pipe write handle: 1156
2018-09-04T21:28:24.1094425Z INFO : MCS Certificates Folder: 0
2018-09-04T21:28:24.1094425Z INFO : MCS Customer Id: 7f708112-10a7-d492-2a4e-aff2b8d878fa
2018-09-04T21:28:24.1094425Z INFO : Partner Id: --
2018-09-04T21:28:24.1094425Z INFO : Customer Estate Id: --
2018-09-04T21:28:24.1094425Z INFO : ---
2018-09-04T21:28:24.1114401Z INFO : User name: super.ven
2018-09-04T21:28:24.1114401Z INFO : NameDnsDomain: BLUELINE.LOCAL\\super.ven
2018-09-04T21:28:24.1114401Z INFO : dnsDomain: BLUELINE.LOCAL
2018-09-04T21:28:24.1264221Z INFO : NetUserGetInfo: The user name could not be found. Assuming non-Domain user.
2018-09-04T21:28:24.1453993Z INFO : User profile loaded
2018-09-04T21:28:24.1453993Z INFO : Model::server value changed to: dzr-mcs-amzn-us-west-2-fa88.upe.p.hmr.sophos.com
2018-09-04T21:28:24.1453993Z INFO : Model::messageRelays value changed to be size: 0
2018-09-04T21:28:24.1453993Z INFO : Model::user value changed to:
2018-09-04T21:28:24.1453993Z INFO : Model::group value changed to:
2018-09-04T21:28:24.1453993Z INFO : Model::parentPid value changed to: 5996
2018-09-04T21:28:24.1453993Z INFO : Model::products changed to: all
2018-09-04T21:28:24.1453993Z INFO : Model::customer token value changed to: 56fcae2f-df2b-40e3-a391-ea0c17779c22
2018-09-04T21:28:24.1463981Z INFO : MCS Crts: C:\\Program Files (x86)\\Sophos\\CloudInstaller\\Management Certs\\sophosca1.crt,C:\\Program Files (x86)\\Sophos\\CloudInstaller\\Management Certs\\sophosca2.crt,C:\\Program Files (x86)\\Sophos\\CloudInstaller\\Management Certs\\Sophos_SHA256_MCS_Root_CA3_exp20380504.crt,C:\\Program Files (x86)\\Sophos\\CloudInstaller\\Management Certs\\Sophos_SHA256_MCS_Root_CA4_exp20390504.crt
2018-09-04T21:28:24.1463981Z INFO : MCS CRLs: C:\\Program Files (x86)\\Sophos\\CloudInstaller\\Management Certs\\sophosca1.crl,C:\\Program Files (x86)\\Sophos\\CloudInstaller\\Management Certs\\sophosca2.crl,C:\\Program Files (x86)\\Sophos\\CloudInstaller\\Management Certs\\Sophos_SHA256_MCS_Root_CA3_exp20380504.crl,C:\\Program Files (x86)\\Sophos\\CloudInstaller\\Management Certs\\Sophos_SHA256_MCS_Root_CA4_exp20390504.crl
2018-09-04T21:28:24.1463981Z INFO : Model:: MCS customer id value changed to: 7f708112-10a7-d492-2a4e-aff2b8d878fa
2018-09-04T21:28:24.1473969Z INFO : Beginning command definition.
2018-09-04T21:28:24.1483957Z INFO : Adding competitor detection command.
2018-09-04T21:28:24.1483957Z INFO : Adding command to register with Sophos cloud.
2018-09-04T21:28:24.1483957Z INFO : Adding command to download product suite.
2018-09-04T21:28:24.1503933Z INFO : Adding commands to uninstall existing products.
2018-09-04T21:28:24.1503933Z INFO : Adding command to retrieve policy.
2018-09-04T21:28:24.1503933Z INFO : Adding command to prepare for installation.
2018-09-04T21:28:24.1503933Z INFO : Adding command to install Sophos cloud.
2018-09-04T21:28:24.1503933Z INFO : Adding command to persist installation and download status.
2018-09-04T21:28:24.1503933Z INFO : Command definition complete.
2018-09-04T21:28:24.1513921Z INFO : Stage 1 version:1.4.24.0
2018-09-04T21:28:24.1513921Z INFO : Stage 2 version:1.4.24
2018-09-04T21:28:24.1513921Z INFO : OS version: 6.1.7601.
2018-09-04T21:28:24.1513921Z INFO : Service pack: 1.0.
2018-09-04T21:28:24.1513921Z INFO : System Language: 1033.
2018-09-04T21:28:24.1513921Z INFO : User Language: 1033.
2018-09-04T21:28:24.1513921Z INFO : 64 bit: yes.
2018-09-04T21:28:24.1513921Z INFO : FindMainWindow: pid=5996
2018-09-04T21:28:24.1513921Z INFO : Found window for process
2018-09-04T21:28:24.1513921Z INFO : Window is main window of process
2018-09-04T21:28:24.1523909Z INFO : ::EnumWindows stopped early; window found
2018-09-04T21:28:24.1523909Z INFO : _bestHandle=000302DC
2018-09-04T21:28:24.6268209Z INFO : Running System Property Check: VerifyTrust ...
2018-09-04T21:28:24.6647753Z INFO : System Property Check: VerifyTrust - PASSED
2018-09-04T21:28:24.7197093Z INFO : Running System Property Check: HostnameLength ...
2018-09-04T21:28:24.7207081Z INFO : Initialized Winsock subsystem
2018-09-04T21:28:24.7227057Z INFO : Valid hostname length
2018-09-04T21:28:24.7227057Z INFO : System Property Check: HostnameLength - PASSED
2018-09-04T21:28:24.7776397Z INFO : Running System Property Check: GroupNameLength ...
2018-09-04T21:28:24.7776397Z INFO : System Property Check: GroupNameLength - PASSED
2018-09-04T21:28:24.8275797Z INFO : Running System Property Check: IsAdministrator ...
2018-09-04T21:28:24.8275797Z INFO : System Property Check: IsAdministrator - PASSED
2018-09-04T21:28:24.8775197Z INFO : Running System Property Check: PendingReboots ...
2018-09-04T21:28:24.8775197Z INFO : System Property Check: PendingReboots - PASSED
2018-09-04T21:28:24.9274597Z INFO : Running System Property Check: PrimaryDriveSpace ...
2018-09-04T21:28:24.9274597Z INFO : Enough space: 156887 Mb
2018-09-04T21:28:24.9284585Z INFO : System Property Check: PrimaryDriveSpace - PASSED
2018-09-04T21:28:24.9783985Z INFO : Running System Property Check: MsXml ...
2018-09-04T21:28:24.9983745Z INFO : System Property Check: MsXml - PASSED
2018-09-04T21:28:25.0533085Z INFO : Running System Property Check: NotFirewall ...
2018-09-04T21:28:25.0533085Z INFO : System Property Check: NotFirewall - PASSED
2018-09-04T21:28:25.1082425Z INFO : Running System Property Check: NotHitmanProAlertIncompatible ...
2018-09-04T21:28:25.1082425Z INFO : No HitmanPro.Alert Installed
2018-09-04T21:28:25.1082425Z INFO : System Property Check: NotHitmanProAlertIncompatible - PASSED
2018-09-04T21:28:25.1641753Z INFO : Running System Property Check: NotInvincea ...
2018-09-04T21:28:25.1641753Z INFO : System Property Check: NotInvincea - PASSED
2018-09-04T21:28:25.2141153Z INFO : Running System Property Check: NotMessageRelay ...
2018-09-04T21:28:25.2141153Z INFO : RMS is not installed on the endpoint
2018-09-04T21:28:25.2141153Z INFO : System Property Check: NotMessageRelay - PASSED
2018-09-04T21:28:25.2700481Z INFO : Running System Property Check: NotNac ...
2018-09-04T21:28:25.2700481Z INFO : System Property Check: NotNac - PASSED
2018-09-04T21:28:25.3239833Z INFO : Running System Property Check: NotPatch ...
2018-09-04T21:28:25.3239833Z INFO : System Property Check: NotPatch - PASSED
2018-09-04T21:28:25.3739233Z INFO : Running System Property Check: NotPureMessageDomino ...
2018-09-04T21:28:25.3739233Z INFO : System Property Check: NotPureMessageDomino - PASSED
2018-09-04T21:28:25.4238633Z INFO : Running System Property Check: NotPureMessageExchangeWithAntiSpam ...
2018-09-04T21:28:25.4238633Z INFO : System Property Check: NotPureMessageExchangeWithAntiSpam - PASSED
2018-09-04T21:28:25.4738033Z INFO : Running System Property Check: NotSharePoint ...
2018-09-04T21:28:25.4738033Z INFO : System Property Check: NotSharePoint - PASSED
2018-09-04T21:28:25.5237433Z INFO : Running System Property Check: NotSecServer ...
2018-09-04T21:28:25.5237433Z INFO : System Property Check: NotSecServer - PASSED
2018-09-04T21:28:25.5736833Z INFO : Running System Property Check: NotSum ...
2018-09-04T21:28:25.5736833Z INFO : System Property Check: NotSum - PASSED
2018-09-04T21:28:25.6236233Z INFO : Running System Property Check: NotTamperProtected ...
2018-09-04T21:28:25.6246221Z INFO : Sophos Endpoint Defense is not installed
2018-09-04T21:28:25.6246221Z INFO : System Property Check: NotTamperProtected - PASSED
2018-09-04T21:28:25.6745621Z INFO : Running System Property Check: RAMSize ...
2018-09-04T21:28:25.6745621Z INFO : System Property Check: RAMSize - PASSED
2018-09-04T21:28:25.7245021Z INFO : Running System Property Check: SupportedOS ...
2018-09-04T21:28:25.7245021Z INFO : Running on workstation.
2018-09-04T21:28:25.7245021Z INFO : System Property Check: SupportedOS - PASSED
2018-09-04T21:28:25.7794361Z INFO : Running System Property Check: ValidTempDirectory ...
2018-09-04T21:28:25.7794361Z INFO : Temp folder exists.
2018-09-04T21:28:25.7794361Z INFO : System Property Check: ValidTempDirectory - PASSED
2018-09-04T21:28:25.8343701Z INFO : Running System Property Check: ValidServer ...
2018-09-04T21:28:25.8343701Z INFO : System Property Check: ValidServer - PASSED
2018-09-04T21:28:25.8853089Z INFO : Running System Property Check: ValidDeploymentInfo ...
2018-09-04T21:28:25.8853089Z INFO : Current Time: 2018-09-04T21:28:25.885000
2018-09-04T21:28:25.8863077Z INFO : This computer is part of the domain BLUELINE
2018-09-04T21:28:25.8863077Z INFO : Domain Name: BLUELINE
2018-09-04T21:28:25.8863077Z INFO : Computer Name: RD1354
2018-09-04T21:28:25.8863077Z INFO : Computer Description is not available.
2018-09-04T21:28:25.8863077Z INFO : Operating System: WIN7
2018-09-04T21:28:25.8863077Z INFO : ProductType: 48
2018-09-04T21:28:25.8873065Z INFO : Last logged on user was: BLUELINE\\super.ven
2018-09-04T21:28:25.8883053Z INFO : Fully Qualified Domain Name: RD1354.Blueline.local
2018-09-04T21:28:25.8883053Z INFO : Processor architecture: x64
2018-09-04T21:28:25.8883053Z INFO : OS Major Version: 6 and OS Minor Version: 1
2018-09-04T21:28:25.8883053Z INFO : Friendly OS Name: WIN7
2018-09-04T21:28:25.8883053Z INFO : Is server?: 0
2018-09-04T21:28:25.8893041Z INFO : Sending HTTP 'POST' request to: sophos/management/ep/install/deployment-info
2018-09-04T21:28:25.9012897Z WARNING : WinHttpGetProxyForUrl returned: 12180
2018-09-04T21:28:25.9012897Z INFO : Attempting to connect using proxy '' of type 'Empty Proxy'.
2018-09-04T21:28:25.9012897Z INFO : Set security protocol: 00000800
2018-09-04T21:28:25.9012897Z INFO : Opening connection to dzr-mcs-amzn-us-west-2-fa88.upe.p.hmr.sophos.com
2018-09-04T21:28:25.9022885Z INFO : Sending request for connection confirmation through potential proxy
2018-09-04T21:28:25.9022885Z INFO : Request content size: 0
2018-09-04T21:28:26.2508697Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
2018-09-04T21:28:26.2508697Z INFO : Certificate check succeeded
2018-09-04T21:28:26.2608577Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
2018-09-04T21:28:26.3307737Z INFO : Response status code: 200
2018-09-04T21:28:26.3307737Z INFO : Response data size: 168
2018-09-04T21:28:26.3307737Z INFO : trySendRequestThroughPotentialProxy returning response with status code: 200
2018-09-04T21:28:26.3307737Z INFO : Request content size: 1195
2018-09-04T21:28:26.3307737Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
2018-09-04T21:28:26.3407617Z INFO : Certificate check succeeded
2018-09-04T21:28:26.3407617Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
2018-09-04T21:28:26.4206657Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
2018-09-04T21:28:26.4206657Z INFO : Certificate check succeeded
2018-09-04T21:28:26.4206657Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
2018-09-04T21:28:26.4206657Z INFO : Response status code: 200
2018-09-04T21:28:26.4206657Z INFO : Response data size: 317
2018-09-04T21:28:26.4206657Z INFO : Parsing message received for deployment token: {"registrationToken":"124ded42b17ac76fc657cf2bc385b3d4ddfa15edff7cb7ad4b3602ce58f45bce","products":[{"product":"INTERCEPT","supported":true,"reasons":[]},{"product":"DEVICE_ENCRYPTION","supported":false,"reasons":["UNSUPPORTED_OS_VERSION","UNLICENSED"]},{"product":"ENDPOINT_ADVANCED","supported":true,"reasons":[]}]}
2018-09-04T21:28:26.4206657Z INFO : Model::token value changed to: 124ded42b17ac76fc657cf2bc385b3d4ddfa15edff7cb7ad4b3602ce58f45bce
2018-09-04T21:28:26.4206657Z INFO : Licenses available: ENDPOINT_ADVANCED INTERCEPT
2018-09-04T21:28:26.4706057Z INFO : Running System Property Check: InstallationInProgress ...
2018-09-04T21:28:26.4706057Z INFO : System Property Check: InstallationInProgress - PASSED
2018-09-04T21:28:26.5205457Z INFO : Running System Property Check: SafeGuardEncryption ...
2018-09-04T21:28:26.5205457Z INFO : Entered installedProductCode, upgradeCode={BA2F47D3-1C17-40E7-8DE7-1CD733442B6C}
2018-09-04T21:28:26.5205457Z INFO : Product is not installed
2018-09-04T21:28:26.5205457Z INFO : Entered installedProductCode, upgradeCode={C48CCEDE-A264-411F-AB82-BC9D67B8344B}
2018-09-04T21:28:26.5205457Z INFO : Product is not installed
2018-09-04T21:28:26.5205457Z INFO : licensesContainFeature(FILE_ENCRYPTION): false
2018-09-04T21:28:26.5205457Z INFO : licensesContainFeature(DEVICE_ENCRYPTION): false
2018-09-04T21:28:26.5205457Z INFO : System Property Check: SafeGuardEncryption - PASSED
2018-09-04T21:28:29.7067177Z INFO : Starting installation process.
2018-09-04T21:28:29.7067177Z INFO : About to execute command: CompetitorDetector
2018-09-04T21:28:29.7167057Z ERROR : Controller::Install failed: Could not connect. Error code = 0x80070005\n
2018-09-04T21:28:43.7758145Z INFO : Cleaning up extracted files
2018-09-04T21:28:43.7858025Z ERROR : Exception: ReadFile failed: 109



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Parents
  • 0

    Hello Ven Rodriguez,

    first of all, this is the Central installer which is different from the on-premise SESC installer and Central might be the better forum.

    Apparently it fails short after Starting installation process. Are there any logs in C:\ProgramData\Sophos\CloudInstaller\Logs\? It's About to execute command: CompetitorDetector, can't say what it actually does at this point and what the Could not connect signifies. Maybe the logs in ProgramData give some insight.

    Christian

Reply
  • 0

    Hello Ven Rodriguez,

    first of all, this is the Central installer which is different from the on-premise SESC installer and Central might be the better forum.

    Apparently it fails short after Starting installation process. Are there any logs in C:\ProgramData\Sophos\CloudInstaller\Logs\? It's About to execute command: CompetitorDetector, can't say what it actually does at this point and what the Could not connect signifies. Maybe the logs in ProgramData give some insight.

    Christian

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