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unexpected problem with the installation of Sophos Antivirus

aroshy

Hello I'd like some assistance with Sophos Antivirus. I installed it recently on my brand new HP notebook which is running Windows 7. On installing I ticked the box to remove third party security software, as Norton Internet Security was the default application provided with the laptop.  Sophos promptly identified and dealt with one of my drivers (i8042prt.sys) in my windows system folder as belonging to virus spyware Malpacker. I then ran a scan and Sophos quarantined 5 further items. I opted to delete 'The game of life' which was said to be infected with Mal/HcKpk-A, and  cleaned up 'Kill It" which was identified as a Adware/PUA hacking tool. On my next restart my keyboard and touchpad ceased to work. With assistance from HP I tried a range of fixes and found that restoring the system to a time point immediately prior to installing Sophos restored the functioning of my keyboard and touchpad. The deleted driver i8042prt.sys is a driver for both the keyboard and touchpad. The restoration also restored Norton Internet Security. I have subsequently tried reinstalling Sophos. The software is "successfully installed" but I am now unable to get it to work, getting the message "There was an unexpected problem with the installation" when I try to run it. I am also unable to  uninstall the Norton Internet Security program. Could anyone please assist me with resolving this problem? Thanks  Rochelle

:2037


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  • 0

    Hello Rochelle,

    if you didn't deliberately install KillIt then it's probably really something you don't want on your notebook. And the i8042prt driver should not be flagged as malware. As it seems to be a mess right now it's probably best to "reset" the device to it's original state with whatever HP provides (back up your data first!). Install Sophos next - it should be able to remove Norton and it should not find any malware. If it does you should ask for help at this point.

    Christian

    :2039
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    Hi Aroshy,

    Norton have an excellent removal tool which you can run to completely remove their software (including all those stray registry entries). You can find it here: http://service1.symantec.com/SUPPORT/sharedtech.nsf/docid/2005092709200113?Open&src=symsug_us. It's especially good for those installations that came bundled with the machines and don't have a entry in the control panel.

    I think it's probably better to use the original companies removal tool first rather than relying on Sophos to do it for you. You'll end up with a much cleaner system.

    The installation error might be diagnosed by looking at the installation logfile that's created in the local user's temp folder. For win 7, that should be in c:\users\<username>\local settings\temp if I recall. It'll be quit detailed but should have the error codes and sometimes reasons for the failure.

    Matt

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    Hi Matt

    Thanks for your helpful suggestions I couldn't find the Norton removal tool or the installastion logfile so I am about to perform a system recovery. When I contacted HP support this was their advice and they also told me 'Please don't use/install this third party security software in your system' (i.e. Sophos Endpoint). Fairly unsatisfactory all round realy. Rochelle

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