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Can't Uninstall Sophos Endpoint 9.5

plochner

Hi everyone,

One of my Windows 2003 server (out of about 15 already installed with Sophos 9.5) is having strange Sophos issues. I can't get it to auto update, doesn't show up correctly in the enterprise manager, things like that.

As a first step in troubleshooting, I'm trying to completely uninstall Sophos from that server. Everytime I try this using the Add/Remove programs, I get:

The feature you are trying to use is on a network resource that is unavailable.

..enter an alternate path to a folder containing "sophos anti-virus.msi" in the box below.

Problem is, I don't have this msi file on any network location. If I manually navigate to the SophosUpdate share / CIDs / S000 /  SAVSCFXP / savxp, I can see a MSI file with that name, but it doesn't work for the uninstaller.

I still see the Sophos shield icon, and when I try to double click it, I get many error boxes starting with one related to CVersionPanelDLG: Initialize: Line 110. All those errors tells me something is seriously hosed with my current Sophos installation.

I cannot reinstall the product from the Enterpise Console - it errors out, which makes sense because there's obviously something very wrong with what is currently running on that server.

What's the trick to uninstalling Sophos on this server so I can reinstall it and start over? Thanks!

:7695


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  • 0

    Sorry for the delay answer, I have this issue too, I use the stand alone installer to solve, I just start the installation, and install before this I uninstall the endpoint, and install again from the console, hope to help anyone.

    :20001
  • 0
    jak wrote:

    Did you find the MSI file of Sophos AV in the directory:

    \windows\installer\

    It will not be called "Sophos Anti-Virus.msi", for that reason you need to add on the column heading "Subject" to help you find it.

    What happens if you right click on that file and select uninstall?

    Jak

    This worked well for us with a borked 9.0.5 client installation. Add points to this user!!!

    If you are doing this for a broken client installation, note that the MSI file had to be renamed to match the original file. In this case 'Sophos Anti-Virus.msi'. It didn't work until the rename. Then the regular uninstall worked pointing to the \windows\installer directory (hidden system folder).

    :37385
  • 0

    I know this is an older thread, but after following it, it set me on the right  track. When I tried removing the A/V from control panel, I got the same message saying the source wasn't available. I didn't have the MSI in any folder I could find. What I ended up doing was searching C:\windows\installer for "sophos" (without the quotes) and it found two msi files. I right-clicked on the files and went to properties, and then the summary tab and it showed me that it was a Sophos A/V file. The first was named 6cd0d5c2.msi. I made a note of this file name, just in case it was the wrong one, and renamed it sophos anti-virus.msi. Pointed the uninstaller prompt to this path and file, and it went straight through. The dates on the two files were a couple of years apart. I went for the newest file available.

    That's what worked for me - oh, and this was on an XP machine.

    Thanks everyone else for getting me on the right track.

    :44777
  • 0

    I was getting the error also and could not uninstall and was able to run the new MS tool that replaced the Office installer cleanup tool.

     

    https://support.microsoft.com/en-us/help/17588/windows-fix-problems-that-block-programs-being-installed-or-removed

     

  • 0 in reply to shawn williams

    Hello Shawn,

    Were you able to remove Sophos completely and reinstall?

    Please let us know if you still need assistance.

    SAJ
    Community Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.
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