Runtime error pushing Sophos to workstation from Enterprise Console

Question

Hi, I have a problem installing Sophos to Workstation that I cannot understand.

I'm using Enterprise Console 5.1 and want to use "Protect Computers" to install the Workstation.

When I run that I get the error in Enterprise Console: 00000062 Runtime Error

On the Workstation I see the logs avremove.log without error and Sophos ES Setup with the error:

ERROR,An unexpected error occurred, no translation available: Unexpected product state 2 for product with code {15C418EB-7675-42be-B2B3-281952DA014D},

Anybody familiar with this message?

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QC · Accepted Answer

Hello rmic, I have no knowledge of the Microsoft Installer, a little bit of digging seems to tell that the product state 2 means installed for a different user . I can only guess what it means exactly, if I'm right then no surprise that the install sequence is confused - it should be either not present at all or installed under the LOCAL SYSTEM account (S-1-5-18). As I have no idea how all the codes relate here's what I'd do: search the registry for the product code {15C418EB-7675-42be-B2B3-281952DA014D}. Dunno if something is left behind after the failed install but I think it shouldn't exist under HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{15C418EB-7675-42be-B2B3-281952DA014D} . If there is something take a look what it is. Otherwise the keys should mention product BE814C515767eb242B3B829125AD10D4 and if anything is under  HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\ it should be for S-1-5-18 .   Can't say if this will help at all. This just occurs on one computer? Christian :26717