Failed to install SAVXP: The MSI has failed (error code 00000067)

Hello SGPBLUG,

is this a fresh install or has Sophos previously been installed on this client. I might be mistaken but I guess Sophos Anti-Virus does appear in Add/Remove Programs (at least I have observed a few cases where it did). Fastest way to correct this was using msicuu2.exe and immediately (re-)install.

Christian

Hi Christian,

thank you so much for the reply. Unfortunately there is no Sophos in Add/remove programs, neither using the utility you were talking about.

The strange is that the services: sophos agent, sophos message router and sophos autoupdate are started.

The error comes from the sophos-antivirus...(acces denied)

I've tried with local administrator, and a domain administrator.

The installation was not a fresh install but an upgrade from the 7.6!

Any advice ?

Luca (SGPBLUG)

Hello Luca,

sounds like a botched upgrade.  I have seen a similar problem but it was a 9.0 install/upgrade failing on a machine which already had 9.0. Turned out that a 9.5 installation had been interrupted and then the symptoms were similar to the ones you described. Using the 9.5 package solved the problem.

Did you trigger the update by changing the policy in SEC or did you use some other method?

Oh, and - does the executable for the Savservice exist and if so, could you check its version?

Christian 

Hi Christian,

I've tried to install directly from the workstation using the UNC \\servername\sophos share....same result ! The service doesn't start with an access denied.

I've checked in the folder "sophos antivirus" and there is no savservice.exe. I then tried to copy all the files from another pc within the network, re-launched the installation and I received the same error.

Any case, the saveservice's version on my pc is the: 9.5.0.9530

Thanks again

Luca

Hello Luca,

so the install fails but the service is (still) registered. And Sophos Anti-Virus is not in Add/Remove programs?

Might not help you but just gave support with an update problem on the phone - Sophos Anti-Virus was in the programs list and using msicuu2 solved the problem.

Can you delete the files from the ...\Sophos\Sophos Anti-Virus\ and the ...\AutoUpdate\Cache\ folder and request an update from the taskbar icon? 

If the last version running was 7.6 and 9.5 never worked I'd try "downgrading" to 7.6 if the source is still available.

Christian

Hi Christian,

I tried to downgrade to 7.6 and I received the same error....really strange. I think that something bad happened during the upgrade from 7.6 to 9.5.

I think that now the best solution is to do a fresh install (OS).

I really appreciated your help and I wish you a nice week-end!

Luca (sgpblug)

Hello Luca,

I'd like to see it 'cause so far I was able to resolve all these issues (some 20 in the last two years) without resorting to an OS reinstall. Admittedly in one case or the other I combed through the logs and over time I probably got a feeling for what to do and I which order. Whether it's worth the effort depends on the procedures you have in place for reinstall and whether the computer is a typical install or needs a significant amount of customization (and also if the user can work with a replacement in the meantime or not).

Sorry that my suggestions did not work. Just remember that I had one case where something in ...\All Users\Application Data\Sophos\ was causing the troubles but I can't recall the details. Probably went ahead and deleted the "offending" folder.

Christian

Hi Christian,

I'd like to discover the cause too. But unfortunately I cannot stay days or worse...weeks on this problem because I have a lot of other works to do.

I'd like also to know the resolution, since it can happens to other workstations in the future...

Fortunately the pc it's not a critic one, so I can reinstall it without any particular problems.

Thanks again for your aid.

Luca (sgpblug)