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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 Reply Children
  • 0 in reply to Ven Rodriguez

    Hi Ven Rodriguez,

    Kindly please subscribe to Sophos Central Forum and I shall help you move this question to the right forum. Also, I will be glad to have a look at the log files from %ProgramData%\Sophos\CloudInstaller\Logs\SophosCloudInstaller_<date>_<time>.log folder as Christian has suggested above.

    If you are feeling adventurous, You can refer to this Knowledge Base Article that should explain the log location and the corresponding component for those logs.

     In case you have posted this as a new question, please share the link so that I can work with you on the same with you.

    Regards,

    Adithyan Thangaraj
    Community Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.

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