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Installation of Sophos Skipped

Glen Hamilton

Greetings,

We have a laptop that was failing to receive updates, thus we uninstalled and attempted to reinstall sophos.  When re attempt the reinstall all the files download but skip when they get to the install part.

Time: 3/25/2022 11:12:28
Message: Restart required for Exploit Prevention updates to take effect
Module: ALUpdate
Process ID: 10152
Thread ID: 5996

Time: 3/25/2022 11:12:27
Message: Installation of Sophos AutoUpdate skipped
Module: ALUpdate
Process ID: 10152
Thread ID: 5996

Time: 3/25/2022 11:12:27
Message: Installation of Sophos Network Threat Protection skipped
Module: ALUpdate
Process ID: 10152
Thread ID: 5996

Time: 3/25/2022 11:12:27
Message: Installation of product SAVXP failed because of an unexpected error
Module: ALUpdate
Process ID: 10152
Thread ID: 7448

Time: 3/25/2022 11:12:24
Message: Installing Product SAVXP
Module: ALUpdate
Process ID: 10152
Thread ID: 7448

Time: 3/25/2022 11:12:24
Message: Installation of Sophos Clean skipped
Module: ALUpdate
Process ID: 10152
Thread ID: 5996

Time: 3/25/2022 11:12:24
Message: Installation of Sophos HitmanPro Alert skipped
Module: ALUpdate
Process ID: 10152
Thread ID: 5996

Time: 3/25/2022 11:12:24
Message: Installation of RMSNT skipped
Module: ALUpdate
Process ID: 10152
Thread ID: 5996

Time: 3/25/2022 11:12:24
Message: Installation of Sophos Endpoint Defense skipped
Module: ALUpdate
Process ID: 10152
Thread ID: 5996

Time: 3/25/2022 11:12:24
Message: Installation of Sophos System Protection skipped
Module: ALUpdate
Process ID: 10152
Thread ID: 5996

Time: 3/25/2022 11:12:24
Message: Downloading phase completed
Module: ALUpdate
Process ID: 10152
Thread ID: 5996

Time: 3/25/2022 11:12:23
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 10152
Thread ID: 5996

Time: 3/25/2022 11:12:23
Message: Downloading product Sophos Clean from server \\NG-SK-SOPHOS\SophosUpdate\CIDs\S000\OPMHMPA
Module: CIDUpdate
Process ID: 10152
Thread ID: 5996

Time: 3/25/2022 11:12:22
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 10152
Thread ID: 5996

Time: 3/25/2022 11:12:22
Message: Downloading product Sophos HitmanPro Alert from server \\NG-SK-SOPHOS\SophosUpdate\CIDs\S000\OPMHMPA
Module: CIDUpdate
Process ID: 10152
Thread ID: 5996

Time: 3/25/2022 11:12:21
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 10152
Thread ID: 5996

Time: 3/25/2022 11:12:21
Message: Downloading product Sophos System Protection from server \\NG-SK-SOPHOS\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 10152
Thread ID: 5996

Time: 3/25/2022 11:12:20
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 10152
Thread ID: 5996

Time: 3/25/2022 11:12:20
Message: Downloading product Sophos AutoUpdate from server \\NG-SK-SOPHOS\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 10152
Thread ID: 5996

Time: 3/25/2022 11:12:19
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 10152
Thread ID: 5996

Time: 3/25/2022 11:12:19
Message: Downloading product Sophos Network Threat Protection from server \\NG-SK-SOPHOS\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 10152
Thread ID: 5996

Time: 3/25/2022 11:12:18
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 10152
Thread ID: 5996

Time: 3/25/2022 11:12:18
Message: Downloading product Sophos Endpoint Defense from server \\NG-SK-SOPHOS\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 10152
Thread ID: 5996

Time: 3/25/2022 11:12:17
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 10152
Thread ID: 5996

Time: 3/25/2022 11:12:17
Message: Downloading product SAVXP from server \\NG-SK-SOPHOS\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 10152
Thread ID: 5996

Time: 3/25/2022 11:12:17
Message: Product cache update from primary server successfully finished
Module: CIDUpdate
Process ID: 10152
Thread ID: 5996

Time: 3/25/2022 11:12:17
Message: Downloading product RMSNT from server \\NG-SK-SOPHOS\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 10152
Thread ID: 5996

Time: 3/25/2022 11:12:16
Message: *************** Sophos AutoUpdate started ***************
Module: ALUpdate
Process ID: 10152
Thread ID: 5996

No errors are generated, any insight would be appreciated.

Thanks,



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  • 0

    Hello Glen Hamilton,

    the files download but skip
    Product cache update is not necessarily a download of new or changed files - AutoUpdate compares the local cache and the CID and, naturally, reports success if they are in sync. Consequently no installation or update is necessary and therefore installation is skipped. This was always the case.

    No errors are generated
    I beg to differ. What does Installation of product SAVXP failed because of an unexpected error if not an error? Normally there should be a corresponding Sophos Anti-Virus <Major >Install Log_220325_....txt in %windir%\Temp\ (the Major part might not be present) with more details. In case the is no such log please check the ALUpdate20220325.....log in %ProgramData%\Sophos\AutoUpdate\Logs\. 

    Christian

  • 0 in reply to QC

    Greetings,

    thanks for the response.  %windir%\Temp\  does not show updated logs since Jan 15, 2022.  %ProgramData%\Sophos\AutoUpdate\Logs\.  show failed due to unexpected error.  Attached log file.

    Im thinking it might be easier to just reimage at this point....

    IALUpdate20220325T102529.0032520.log

  • 0 in reply to Glen Hamilton

    Hello Glen Hamilton,

    indeed if there is no log  (and no Windows Event that's give a hint) and you've already uninstalled before trying to reinstall it might be easier to reimage. Perhaps you could give SophosZap a try, can't say if it'd help though.

    Christian 

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