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Failed to install savxp: general error

I am getting the following error on a computer.

This is from the Sophos Anti-Virus Install log.txt

2020-08-20 09:30:19 Info: Detected version of SAV has major version number: 10
2020-08-20 09:30:19 Info: Using Sophos updating modes (MSI: N, VDL: 2, IDE: 2)
2020-08-20 09:30:19 GetProperty() - Unable to get product-type
2020-08-20 09:30:19 Info: productType: 0
2020-08-20 09:30:19 PROCESSOR_ARCHITECTURE environment variable is: AMD64
2020-08-20 09:30:19 Info: Logging started: installing/upgrading Sophos Anti-Virus
2020-08-20 09:30:19 Info: InstallFromPath is: C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\savxp\
2020-08-20 09:30:19 Info: InstallToPath is:
2020-08-20 09:30:19 Info: Detected version of SAV has major version number: 10
2020-08-20 09:30:19 Info: Detected version of SAV has minor version number: 8
2020-08-20 09:30:19 Info: registryInstallTo [overriding InstallToPath] is: C:\Program Files (x86)\Sophos\Sophos Anti-Virus\
2020-08-20 09:30:19 Checking for problem versions of SAVI - Install path:C:\Program Files (x86)\Sophos\Sophos Anti-Virus\
2020-08-20 09:30:19 Veex.dll version '3.74.1.2432'
2020-08-20 09:30:19 INFO: Checking the validity of the VDL manifest file.
2020-08-20 09:30:20 ERROR: A file listed in the manifest did not match the file found at the target directory.
2020-08-20 09:30:20 ERROR: Failed to validate the VDL data manifest file.



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  • Hello Penny Durocher,

    what's in the rest of the log?  Apparently the upgrade fails, engine 3.74.1 is outdated.
    Dunno what the check comprises and what exactly a failed check signifies. If target directory is the Install path then I'd expect that the installer should attempt to repair the installation - and consequently I suppose there's some other error.

    Christian   

  • Hi Christian

     

    That is all that is in the logs

     

    Penny

  • Hello Penny,

    indeed no more lines, the log just stops there? And this repeats with every update attempt? Guess AutoUpdate's ALUpdate log say nothing more than that the install failed.
    You might have to open a case with Support.

    Christian

  • Christian, 

    Prehaps - either that or a reinstall, but I don't like that every time there is an issue the solutions is to reinstall.

    This is what I see in the event dashboard

    Aug 20, 2020 6:38 PM One or more Sophos services are missing or not running
    Aug 20, 2020 6:24 PM All Sophos services are running
    Aug 20, 2020 12:44 AM Failed to install sau: general error.
    Aug 19, 2020 8:04 PM ERROR: Could not find a source for updated packages.
    Aug 18, 2020 8:37 PM Failed to install sau: general error.
    Aug 17, 2020 5:52 PM Failed to install sau: general error.
    Aug 16, 2020 4:51 PM Failed to install sau: general error.

    Is there logs somewhere else that I could look at?

    Penny

  • Christian, 

    Upon further investigation with my technician - He has informed me that the client does not have very good internet connection. Sophos is unable to complete the download and update properly. Will be sending a tech onsite.

    Thanks

    Penny