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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

    HI,

    Thanks for the logs.  It looks like the custom action "SetServiceXP" failed and this is backed up by the error:

    "Unable to get a handle to the Sophos Anti-Virus Service, error returned: 5" 

    In the custom action log.  The times all match up as well which is good.

    I think from looking at logs of mine that this custom action is responsible for setting the SAV Service to run as "Local Service".

    I would think that it is getting an access denied error (error 5) trying to get a hangle to the SAV Service via the Service Control Manager to change this property.

    This is odd though as Alupdate.exe should be installing the SAV msi as local system, so I would have thought this custom action would be running as local system, in which case why would it get access denied when getting a handle to the service?

    I hope this points you in the right direction.  Maybe a call in to Support with the information we have so far, they might recognise the problem.

    Regards,

    Jak

    :9365
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  • 0

    HI,

    Thanks for the logs.  It looks like the custom action "SetServiceXP" failed and this is backed up by the error:

    "Unable to get a handle to the Sophos Anti-Virus Service, error returned: 5" 

    In the custom action log.  The times all match up as well which is good.

    I think from looking at logs of mine that this custom action is responsible for setting the SAV Service to run as "Local Service".

    I would think that it is getting an access denied error (error 5) trying to get a hangle to the SAV Service via the Service Control Manager to change this property.

    This is odd though as Alupdate.exe should be installing the SAV msi as local system, so I would have thought this custom action would be running as local system, in which case why would it get access denied when getting a handle to the service?

    I hope this points you in the right direction.  Maybe a call in to Support with the information we have so far, they might recognise the problem.

    Regards,

    Jak

    :9365
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