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Sophos Uninstall Issue

disco_samurai

Good Morning

At my workplace we use Sophos Endpoint Security and Control v9.5 and I'm having an issue on one of the machines its installed on I wonder if anyone can suggest anything to assist me?

The PC in question had Sophos installed (via a network share) but upon first install when it does its initial update (the 3 stage update) the update window would close once it got to 'Installing Package 1 of..

Now I assumed that I had mistyped the admin password/ID so I went to uninstall it.  However when I try and uninstall Sophos it asks for a 'Sophos Anti-Virus.msi' file.  I browsed to this file on the network server but the uninstaller would not accept this MSI (I've seen a few threads on Google with this issue with no successful resolutions).

I have tried reinstalling Sophos again (same thing happened) and I've tried absolutely everything to remove Sophos, I've manually cleared the registry, manually deleted the files, logged onto safemode to try and remove it I even reinstalled the Windows Installer (http://www.microsoft.com/downloads/en/details.aspx?FamilyID=5a58b56f-60b6-4412-95b9-54d056d6f9f4&displaylang=en_) as it was suggested as a way to get round this issue on the net.  Nothing seems to work.

Any suggestions?

Cheers

Neal

:8433


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  • 0

    Hello Neal,

    funny that just now a number of similar issues pop up.

    Combing through the logs is one option. Can you open the GUI (from the Sophos icon in the taskbar) and view the updating log? This would tell you which component fails. The ALUpdate<timestamp>.log in   [%ProgramFiles%|%ProgramData%]\Sophos\AutoUpdate\Logs\  and the Sophos logs in %windir%\Temp and/or the current user's %temp% probably contain some more information. 

    But - I expect it will tell you that uninstalling a previous version of SAVXP failed. Last time I recommended msicuu2.exe it couldn't help - maybe this time it does (did you ever remove the HKLM\Software\Microsoft\Windows\CurrentVersion\Uninstall keys for SAV? If they contain incorrect information ... well, reinstalling MSI won't touch them for obvious reasons). 

    Christian

    :8435
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  • 0

    Hello Neal,

    funny that just now a number of similar issues pop up.

    Combing through the logs is one option. Can you open the GUI (from the Sophos icon in the taskbar) and view the updating log? This would tell you which component fails. The ALUpdate<timestamp>.log in   [%ProgramFiles%|%ProgramData%]\Sophos\AutoUpdate\Logs\  and the Sophos logs in %windir%\Temp and/or the current user's %temp% probably contain some more information. 

    But - I expect it will tell you that uninstalling a previous version of SAVXP failed. Last time I recommended msicuu2.exe it couldn't help - maybe this time it does (did you ever remove the HKLM\Software\Microsoft\Windows\CurrentVersion\Uninstall keys for SAV? If they contain incorrect information ... well, reinstalling MSI won't touch them for obvious reasons). 

    Christian

    :8435
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