This discussion has been locked.
You can no longer post new replies to this discussion. If you have a question you can start a new discussion

Failed to install SAVXP: A previous version could not be uninstalled.

Hello Guys,

I know receive the error on several machines :  Failed to install SAVXP: A previous version could not be uninstalled. 

This has impact on the AV engine, becauce i see also an older AV version on the machines.

Regards 

Roel



This thread was automatically locked due to age.
Parents
  • Hello Roel,

    there should be a (i.e. more or a lot)  Sophos Anti-Virus Uninstall Log_2112dd_hhmmss.txt in %windir%\Temp\. These are MSI logs, please see this article if you're not familiar with them. Often it's simple to solve the problem once the reason is determined

    Christian

  • === Verbose logging started: 14-12-2021 16:05:42 Build type: SHIP UNICODE 5.00.10011.00 Calling process: C:\WINDOWS\SysWOW64\msiexec.exe ===
    MSI (c) (D0:28) [16:05:42:094]: Resetting cached policy values
    MSI (c) (D0:28) [16:05:42:094]: Machine policy value 'Debug' is 0
    MSI (c) (D0:28) [16:05:42:094]: ******* RunEngine:
    ******* Product: {31616A98-3852-49E9-BDD6-77A1AB85571A}
    ******* Action:
    ******* CommandLine: **********
    MSI (c) (D0:28) [16:05:42:094]: Client-side and UI is none or basic: Running entire install on the server.
    MSI (c) (D0:28) [16:05:42:094]: Grabbed execution mutex.
    MSI (c) (D0:28) [16:05:42:148]: Cloaking enabled.
    MSI (c) (D0:28) [16:05:42:148]: Attempting to enable all disabled privileges before calling Install on Server
    MSI (c) (D0:28) [16:05:42:151]: Incrementing counter to disable shutdown. Counter after increment: 0
    MSI (s) (08:E0) [16:05:42:160]: Running installation inside multi-package transaction {31616A98-3852-49E9-BDD6-77A1AB85571A}
    MSI (s) (08:E0) [16:05:42:160]: Grabbed execution mutex.
    MSI (s) (08:30) [16:05:42:162]: Resetting cached policy values
    MSI (s) (08:30) [16:05:42:162]: Machine policy value 'Debug' is 0
    MSI (s) (08:30) [16:05:42:162]: ******* RunEngine:
    ******* Product: {31616A98-3852-49E9-BDD6-77A1AB85571A}
    ******* Action:
    ******* CommandLine: **********
    MSI (s) (08:30) [16:05:42:162]: Machine policy value 'DisableUserInstalls' is 0
    MSI (s) (08:30) [16:05:42:163]: Warning: Local cached package 'C:\windows\Installer\23548025.msi' is missing.
    MSI (s) (08:30) [16:05:42:163]: User policy value 'SearchOrder' is 'nmu'
    MSI (s) (08:30) [16:05:42:163]: User policy value 'DisableMedia' is 0
    MSI (s) (08:30) [16:05:42:163]: Machine policy value 'AllowLockdownMedia' is 0
    MSI (s) (08:30) [16:05:42:163]: SOURCEMGMT: Media enabled only if package is safe.
    MSI (s) (08:30) [16:05:42:163]: SOURCEMGMT: Looking for sourcelist for product {31616A98-3852-49E9-BDD6-77A1AB85571A}
    MSI (s) (08:30) [16:05:42:163]: SOURCEMGMT: Adding {31616A98-3852-49E9-BDD6-77A1AB85571A}; to potential sourcelist list (pcode;disk;relpath).
    MSI (s) (08:30) [16:05:42:163]: SOURCEMGMT: Now checking product {31616A98-3852-49E9-BDD6-77A1AB85571A}
    MSI (s) (08:30) [16:05:42:163]: SOURCEMGMT: Media is enabled for product.
    MSI (s) (08:30) [16:05:42:163]: SOURCEMGMT: Attempting to use LastUsedSource from source list.
    MSI (s) (08:30) [16:05:42:163]: SOURCEMGMT: Trying source C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\decode\savxp\.
    MSI (s) (08:30) [16:05:42:164]: Note: 1: 1402 2: HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Policies\Explorer 3: 2
    MSI (s) (08:30) [16:05:42:173]: SOURCEMGMT: Source is invalid due to invalid package code (product code doesn't match).
    MSI (s) (08:30) [16:05:42:173]: Note: 1: 1706 2: -2147483646 3: Sophos Anti-Virus.msi
    MSI (s) (08:30) [16:05:42:173]: SOURCEMGMT: Processing net source list.
    MSI (s) (08:30) [16:05:42:173]: Note: 1: 1706 2: -2147483647 3: Sophos Anti-Virus.msi
    MSI (s) (08:30) [16:05:42:173]: SOURCEMGMT: Processing media source list.
    MSI (s) (08:30) [16:05:42:173]: Note: 1: 2203 2: 3: -2147287037
    MSI (s) (08:30) [16:05:42:173]: SOURCEMGMT: Source is invalid due to missing/inaccessible package.
    MSI (s) (08:30) [16:05:42:173]: Note: 1: 1706 2: -2147483647 3: Sophos Anti-Virus.msi
    MSI (s) (08:30) [16:05:42:174]: SOURCEMGMT: Processing URL source list.
    MSI (s) (08:30) [16:05:42:174]: Note: 1: 1402 2: UNKNOWN\URL 3: 2
    MSI (s) (08:30) [16:05:42:174]: Note: 1: 1706 2: -2147483647 3: Sophos Anti-Virus.msi
    MSI (s) (08:30) [16:05:42:174]: Note: 1: 1706 2: 3: Sophos Anti-Virus.msi
    MSI (s) (08:30) [16:05:42:174]: SOURCEMGMT: Failed to resolve source
    MSI (s) (08:30) [16:05:42:174]: MainEngineThread is returning 1612
    MSI (s) (08:E0) [16:05:42:175]: User policy value 'DisableRollback' is 0
    MSI (s) (08:E0) [16:05:42:175]: Machine policy value 'DisableRollback' is 0
    MSI (s) (08:E0) [16:05:42:175]: Incrementing counter to disable shutdown. Counter after increment: 0
    MSI (s) (08:E0) [16:05:42:175]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2
    MSI (s) (08:E0) [16:05:42:175]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2
    MSI (s) (08:E0) [16:05:42:176]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied. Counter after decrement: -1
    MSI (c) (D0:28) [16:05:42:177]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied. Counter after decrement: -1
    MSI (c) (D0:28) [16:05:42:177]: MainEngineThread is returning 1612
    === Verbose logging stopped: 14-12-2021 16:05:42 ===

  • Hello Roel,

    MSI (s) (08:30) [16:05:42:163]: Warning: Local cached package 'C:\windows\Installer\23548025.msi' is missing.
    causes the error. When SAVXP is installed/updated the Windows Installer caches the MSI (giving it a random name). During product updates the old version is uninstalled and when this succeeds the new version is installed. For the uninstall the corresponding MSI (i.e. the old one) is needed. For some reason it (23548025.msi) is no longer in the cache. In this case the Installer tries the package the LastUsedSource points to - but as this is already the one that contains the update it can't be used.

    The solution is to take the Sophos Anti-Virus.msi that corresponds to the installed version and copy it to the Installer cache with the name given in the warning message. If necessary add the necessary subscription in SEC.

    Christian 

Reply
  • Hello Roel,

    MSI (s) (08:30) [16:05:42:163]: Warning: Local cached package 'C:\windows\Installer\23548025.msi' is missing.
    causes the error. When SAVXP is installed/updated the Windows Installer caches the MSI (giving it a random name). During product updates the old version is uninstalled and when this succeeds the new version is installed. For the uninstall the corresponding MSI (i.e. the old one) is needed. For some reason it (23548025.msi) is no longer in the cache. In this case the Installer tries the package the LastUsedSource points to - but as this is already the one that contains the update it can't be used.

    The solution is to take the Sophos Anti-Virus.msi that corresponds to the installed version and copy it to the Installer cache with the name given in the warning message. If necessary add the necessary subscription in SEC.

    Christian 

Children