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Sophos clean could not be installed (error 00000067)

Hi,

some of our Endpoints show the above error in the management console. On the clients, "Update failed" is shown, although in the management console they are up to date.

The clean installation log says:

2019-07-18 14:44:13.309 [ 204:7808] - Beginning install
a 2019-07-18 14:44:13.309 [ 204:7808] - Running installation from C:\ProgramData\Sophos\AutoUpdate\cache\clean64
a 2019-07-18 14:44:13.309 [ 204:7808] - Running: C:\Program Files\Sophos\Clean\SophosClean.exe commandline: C:\Program Files\Sophos\Clean\SophosClean.exe /uninstallsophos
a 2019-07-18 14:44:13.418 [ 204:7808] - C:\Program Files\Sophos\Clean\SophosClean.exe /uninstallsophos completed with exitcode: 1
a 2019-07-18 14:44:13.418 [ 204:7808] - Sophos Clean Add/Remove Programs key does not exist (SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\SophosClean\)
a 2019-07-18 14:44:13.418 [ 204:7808] - Running: C:\ProgramData\Sophos\AutoUpdate\cache\clean64\SophosClean.exe commandline: C:\ProgramData\Sophos\AutoUpdate\cache\clean64\SophosClean.exe /installsophos
a 2019-07-18 14:44:19.246 [ 204:7808] - C:\ProgramData\Sophos\AutoUpdate\cache\clean64\SophosClean.exe /installsophos completed with exitcode: 3221225477
e 2019-07-18 14:44:19.246 [ 204:7808] - Install failed with exception: Installation failed.

What can I do here?

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0 Shweta over 5 years ago

Hi Thomas Schlüter

Could you please confirm you have administrative privileges on the machine, and that your authenticated user is a member of the "SophosAdministrator" user group in Windows Users and Groups. Can you please try to uninstall from here: C:\Program Files (x86)\Sophos\Clean\uninstall.exe and then see if you are able to re-install the same?

Shweta

Community Support Engineer | Sophos Technical Support
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0 Shweta over 5 years ago

Hi Thomas Schlüter

Could you please confirm you have administrative privileges on the machine, and that your authenticated user is a member of the "SophosAdministrator" user group in Windows Users and Groups. Can you please try to uninstall from here: C:\Program Files (x86)\Sophos\Clean\uninstall.exe and then see if you are able to re-install the same?

Shweta

Community Support Engineer | Sophos Technical Support
Are you a Sophos Partner? | Product Documentation | @SophosSupport | Sign up for SMS Alerts
If a post solves your question use the 'Verify Answer' link.

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0 Thomas Schlüter over 5 years ago in reply to Shweta

Hi Shweta,

i confirm that the user has administrative privileges on the machine, and the user is a member of the "SophosAdministrator" group. It is the same user that is used on machines where installation succeeds.

I tried to run the path that you mentioned, but there is no uninstall.exe (probably because the files uninstall.exe, scf.dat and sof.dat weren't copied during the installation process).
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