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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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0 Shweta 6 months ago

Hi Abdullah Alzaher

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

Shweta

Community Support Engineer | Sophos Technical Support
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0 Abdullah Alzaher 6 months ago in reply to Shweta

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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0 Abdullah Alzaher 6 months ago in reply to Shweta

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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0 Shweta 5 months ago in reply to Abdullah Alzaher

Hi Abdullah Alzaher

I am unable to find any specific errors from these logs. However, please check this article for Sophos Network threat protection service and see if it helps to resolve the issue.

Shweta

Community Support Engineer | Sophos Technical Support
Support Videos | Product Documentation | @SophosSupport | Sign up for SMS Alerts
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0 Abdullah Alzaher 5 months ago in reply to Shweta

Dear Shweta

i already checked this article and it doesn't solve this issue ? can you please check this logs related to sophos network thread protection install maybe will explain the issue ?

6557.Sophos Network Threat Protection Install Log 20200721 220331.txt
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0 Shweta 5 months ago in reply to Abdullah Alzaher

Hi Abdullah Alzaher

Is this the only machine facing this issue? Have you tried to re-install if it is only on a single machine?

Shweta

Community Support Engineer | Sophos Technical Support
Support Videos | Product Documentation | @SophosSupport | Sign up for SMS Alerts
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0 Abdullah Alzaher 5 months ago in reply to Shweta

Dear Shweta

so far i'm facing this issue on this machine only, i have done on many other machines but i didn't face this issue

Thanks
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0 jak 5 months ago in reply to Abdullah Alzaher

This is the error:

WixQuietExec64: "C:\windows\system32\\netcfg.exe" /l "C:\Program Files\Sophos\Sophos Network Threat Protection\SophosNTPLWF\SophosNTPLWF.inf" /c s /i SOPHOS_SOPHOSNTPLWF
WixQuietExec64: Trying to install SOPHOS_SOPHOSNTPLWF ...
WixQuietExec64: ..failed. Error code: 0x80070020.
WixQuietExec64: Error 0x80070020: Command line returned an error.
WixQuietExec64: Error 0x80070020: QuietExec64 Failed
WixQuietExec64: Error 0x80070020: Failed in ExecCommon method
CustomAction InstallSophosNTPLWF returned actual error code 1603 (note this may not be 100% accurate if translation happened inside sandbox)

So failing to install the SophosNTPLWF.sys driver using netcfg.exe.

I would run Process Monitor when AutoUpdate tries to install the component again.

Find the error in the install log to correlate the time with the Process Monitor log.

Look for the netcfg process being launched and see if there is anything of obvious. I don't think that the error mentioned is ERROR_SHARING_VIOLATION in this context but maybe I don't have a Windows 7 computer to hand to check the Windows logs.

https://community.sophos.com/kb/en-us/134832 is an article detailing other failures at this step.

Regards,

Jak
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