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Installation Failed - could not install software - Missing: Sophos Network Threat Protection

Dear All

i'm trying to install Sophos Endpoint Protection 10.8.7 on PC windows 7 SP1 but at the end of installation it gives me error installation failed couldn't install software, but the software show installed but with status: RED color: some Sophos services are not running, and I found on events: Missing: Sophos Network Threat Protection

any guidelines to solve this issue ?

Thanks  



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  • Hi  

    Would you please check under %temp% folder for Sophos Antivirus install.log for the specific error? 

    Shweta

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

     

  • Hi Shweta

    please find the required log at following:

    2020-07-21 09:03:02 Info: Detected version of SAV has major version number: 10
    2020-07-21 09:03:02 Info: Using Sophos updating modes (MSI: N, VDL: 2, IDE: 2)
    2020-07-21 09:03:02 GetProperty() - Unable to get product-type
    2020-07-21 09:03:02 Info: productType: 0
    2020-07-21 09:03:02 PROCESSOR_ARCHITECTURE environment variable is: AMD64
    2020-07-21 09:03:02 Info: Logging started: installing/upgrading Sophos Anti-Virus
    2020-07-21 09:03:02 Info: InstallFromPath is: C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\savxp\
    2020-07-21 09:03:02 Info: InstallToPath is:
    2020-07-21 09:03:02 Info: Detected version of SAV has major version number: 10
    2020-07-21 09:03:02 Info: Detected version of SAV has minor version number: 8
    2020-07-21 09:03:02 Info: registryInstallTo [overriding InstallToPath] is: C:\Program Files (x86)\Sophos\Sophos Anti-Virus\
    2020-07-21 09:03:02 Checking for problem versions of SAVI - Install path:C:\Program Files (x86)\Sophos\Sophos Anti-Virus\
    2020-07-21 09:03:02 Veex.dll version '3.78.7.2485'
    2020-07-21 09:03:02 INFO: Checking the validity of the VDL manifest file.
    2020-07-21 09:03:06 INFO: The manifest file has been successfully validated.
    2020-07-21 09:03:06 INFO: Checking the validity of the AppFeed manifest file.
    2020-07-21 09:03:06 INFO: The manifest file has been successfully validated.
    2020-07-21 09:03:06 PROCESSOR_ARCHITECTURE environment variable is: AMD64
    2020-07-21 09:03:06 Info: SetupPlugin: updateProps.m_MajorUpdate = 0
    2020-07-21 09:03:06 Info: SetupPlugin: updateProps.m_DataOnlyUpdate = 1
    2020-07-21 09:03:06 Info: SetupPlugin: updateProps.m_OnAccessDriverUpdate = 0
    2020-07-21 09:03:06 Info: SetupPlugin: updateProps.m_BootDriverUpdate = 0
    2020-07-21 09:03:06 Info: SetupPlugin: updateProps.m_ClassFilterUpdate = 0
    2020-07-21 09:03:06 Info: SetupPlugin: updateProps.m_KMSDriverUpdate = 0
    2020-07-21 09:03:06 Info: Managed install (from SAU)
    2020-07-21 09:03:06 Info: MSXML6 is installed
    2020-07-21 09:03:06 `anonymous-namespace'::GetBoolValue: Value /FeatureControl/EnableBOPS in savcontrol json file not found, assumed default
    2020-07-21 09:03:06 `anonymous-namespace'::GetAutoExclusionValue: Value /FeatureControl/EnableAutomaticExclusions in savcontrol json file not found, using default
    2020-07-21 09:03:06 `anonymous-namespace'::ReadFlagFromRegistry: savcontrol Value EnableBOPS not found in registry, assumed default
    2020-07-21 09:03:06 Check for UI changes
    2020-07-21 09:03:06 UIType in registry: none
    2020-07-21 09:03:06 ProductType in registry: 0
    2020-07-21 09:03:06 Checking the integrity of the extant SAV installation (noUI is 1)
    2020-07-21 09:03:06 The is a complete SAV installation. Skipping recovery.
    2020-07-21 09:03:06 Info: Logging started: performing minor update to Sophos Anti-Virus.
    2020-07-21 09:03:06 Info: Beginning Shared Custom Actions. Logging will appear in Custom Action log.
    2020-07-21 09:03:06 Info: Running Set Update Begin shared custom action.
    2020-07-21 09:03:06 Info: Return Value from SetUpdateBegin: 0
    2020-07-21 09:03:06 Info: Running DeleteRuleFiles(IDEs) shared custom action.
    2020-07-21 09:03:06 Info: Return Value from DeleteRuleFiles(IDEs): 0
    2020-07-21 09:03:06 Info: Running DeleteRuleFiles(HIPSConfig) shared custom action.
    2020-07-21 09:03:06 Info: Return Value from DeleteRuleFiles(HIPSConfig): 0
    2020-07-21 09:03:06 Info: Running DeleteRuleFiles(bdls) shared custom action.
    2020-07-21 09:03:06 Info: Return Value from DeleteRuleFiles(bdls): 0
    2020-07-21 09:03:06 Info: Running CopyHotUpdateFiles shared custom action.
    2020-07-21 09:03:07 Info: Return Value from CopyHotUpdateFiles: 0
    2020-07-21 09:03:07 Info: Running UpdateSAVI shared custom action.
    2020-07-21 09:03:09 Info: Return Value from UpdateSAVI: 0
    2020-07-21 09:03:09 Info: Running ConfigureSAV shared custom action.
    2020-07-21 09:03:09 Info: Return Value from ConfigureSAV: 0
    2020-07-21 09:03:09 Info: Running CopySAVSyncFile shared custom action.
    2020-07-21 09:03:09 Info: Return Value from CopySAVSyncFile: 0
    2020-07-21 09:03:09 Info: Running SetUpdateFinished shared custom action.
    2020-07-21 09:03:17 Info: Return Value from SetUpdateFinished: 0
    2020-07-21 09:03:17 Info: Running SetSavAdminUpdateComplete shared custom action.
    2020-07-21 09:03:17 Info: Return Value from SetSavAdminUpdateComplete: 0
    2020-07-21 09:03:17 Info: Running RunAfterScripts shared custom action.
    2020-07-21 09:03:17 Info: Return Value from RunAfterScripts: 0
    2020-07-21 09:03:17 Info: Shared custom actions succeeded.
    2020-07-21 09:03:17 Info: Update to Sophos Anti-Virus succeeded.

Reply
  • Hi Shweta

    please find the required log at following:

    2020-07-21 09:03:02 Info: Detected version of SAV has major version number: 10
    2020-07-21 09:03:02 Info: Using Sophos updating modes (MSI: N, VDL: 2, IDE: 2)
    2020-07-21 09:03:02 GetProperty() - Unable to get product-type
    2020-07-21 09:03:02 Info: productType: 0
    2020-07-21 09:03:02 PROCESSOR_ARCHITECTURE environment variable is: AMD64
    2020-07-21 09:03:02 Info: Logging started: installing/upgrading Sophos Anti-Virus
    2020-07-21 09:03:02 Info: InstallFromPath is: C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\savxp\
    2020-07-21 09:03:02 Info: InstallToPath is:
    2020-07-21 09:03:02 Info: Detected version of SAV has major version number: 10
    2020-07-21 09:03:02 Info: Detected version of SAV has minor version number: 8
    2020-07-21 09:03:02 Info: registryInstallTo [overriding InstallToPath] is: C:\Program Files (x86)\Sophos\Sophos Anti-Virus\
    2020-07-21 09:03:02 Checking for problem versions of SAVI - Install path:C:\Program Files (x86)\Sophos\Sophos Anti-Virus\
    2020-07-21 09:03:02 Veex.dll version '3.78.7.2485'
    2020-07-21 09:03:02 INFO: Checking the validity of the VDL manifest file.
    2020-07-21 09:03:06 INFO: The manifest file has been successfully validated.
    2020-07-21 09:03:06 INFO: Checking the validity of the AppFeed manifest file.
    2020-07-21 09:03:06 INFO: The manifest file has been successfully validated.
    2020-07-21 09:03:06 PROCESSOR_ARCHITECTURE environment variable is: AMD64
    2020-07-21 09:03:06 Info: SetupPlugin: updateProps.m_MajorUpdate = 0
    2020-07-21 09:03:06 Info: SetupPlugin: updateProps.m_DataOnlyUpdate = 1
    2020-07-21 09:03:06 Info: SetupPlugin: updateProps.m_OnAccessDriverUpdate = 0
    2020-07-21 09:03:06 Info: SetupPlugin: updateProps.m_BootDriverUpdate = 0
    2020-07-21 09:03:06 Info: SetupPlugin: updateProps.m_ClassFilterUpdate = 0
    2020-07-21 09:03:06 Info: SetupPlugin: updateProps.m_KMSDriverUpdate = 0
    2020-07-21 09:03:06 Info: Managed install (from SAU)
    2020-07-21 09:03:06 Info: MSXML6 is installed
    2020-07-21 09:03:06 `anonymous-namespace'::GetBoolValue: Value /FeatureControl/EnableBOPS in savcontrol json file not found, assumed default
    2020-07-21 09:03:06 `anonymous-namespace'::GetAutoExclusionValue: Value /FeatureControl/EnableAutomaticExclusions in savcontrol json file not found, using default
    2020-07-21 09:03:06 `anonymous-namespace'::ReadFlagFromRegistry: savcontrol Value EnableBOPS not found in registry, assumed default
    2020-07-21 09:03:06 Check for UI changes
    2020-07-21 09:03:06 UIType in registry: none
    2020-07-21 09:03:06 ProductType in registry: 0
    2020-07-21 09:03:06 Checking the integrity of the extant SAV installation (noUI is 1)
    2020-07-21 09:03:06 The is a complete SAV installation. Skipping recovery.
    2020-07-21 09:03:06 Info: Logging started: performing minor update to Sophos Anti-Virus.
    2020-07-21 09:03:06 Info: Beginning Shared Custom Actions. Logging will appear in Custom Action log.
    2020-07-21 09:03:06 Info: Running Set Update Begin shared custom action.
    2020-07-21 09:03:06 Info: Return Value from SetUpdateBegin: 0
    2020-07-21 09:03:06 Info: Running DeleteRuleFiles(IDEs) shared custom action.
    2020-07-21 09:03:06 Info: Return Value from DeleteRuleFiles(IDEs): 0
    2020-07-21 09:03:06 Info: Running DeleteRuleFiles(HIPSConfig) shared custom action.
    2020-07-21 09:03:06 Info: Return Value from DeleteRuleFiles(HIPSConfig): 0
    2020-07-21 09:03:06 Info: Running DeleteRuleFiles(bdls) shared custom action.
    2020-07-21 09:03:06 Info: Return Value from DeleteRuleFiles(bdls): 0
    2020-07-21 09:03:06 Info: Running CopyHotUpdateFiles shared custom action.
    2020-07-21 09:03:07 Info: Return Value from CopyHotUpdateFiles: 0
    2020-07-21 09:03:07 Info: Running UpdateSAVI shared custom action.
    2020-07-21 09:03:09 Info: Return Value from UpdateSAVI: 0
    2020-07-21 09:03:09 Info: Running ConfigureSAV shared custom action.
    2020-07-21 09:03:09 Info: Return Value from ConfigureSAV: 0
    2020-07-21 09:03:09 Info: Running CopySAVSyncFile shared custom action.
    2020-07-21 09:03:09 Info: Return Value from CopySAVSyncFile: 0
    2020-07-21 09:03:09 Info: Running SetUpdateFinished shared custom action.
    2020-07-21 09:03:17 Info: Return Value from SetUpdateFinished: 0
    2020-07-21 09:03:17 Info: Running SetSavAdminUpdateComplete shared custom action.
    2020-07-21 09:03:17 Info: Return Value from SetSavAdminUpdateComplete: 0
    2020-07-21 09:03:17 Info: Running RunAfterScripts shared custom action.
    2020-07-21 09:03:17 Info: Return Value from RunAfterScripts: 0
    2020-07-21 09:03:17 Info: Shared custom actions succeeded.
    2020-07-21 09:03:17 Info: Update to Sophos Anti-Virus succeeded.

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