Failed to install Antivirus

I am getting a similar error. I am trying to update my end-point client. I get a message saying I must install client firewall; however it is not showing as an installed product. Furthermore this "invisible" install is blocking a windows 10 proof of concpt as I need to remove it to proceed. This is 3rd time I have had issues uninstalling sophos products - they are too difficult to uninstall!!!!

Hello chi ajaegbu,

they are too difficult to uninstall
normally you don't have to uninstall often if at all. And, unless something's badly broken, uninstall (AutoUpdate last) via Programs and Features works. 
saying I must install client firewall ...not showing as an installed product
could you perhaps provide a screenshot of this message? You've lost me ... you mean, SCF is not showing as installed after you've ... done what? in response to the message?

Christian

On tryng to update I get error saying; "Error 25001 a more recent version of sopho autoupdate was found. uninstall it using add/remove programs".

on using add/remove programs i get a mseesage saying I need to remove client firewall first.

however client firewall is NOT on the list of installed programs so I can't uninstall it ???

furthermore I am unable to update my client protection layer .....

Hello chi ajaegbu,

could you open the GUI, click View product information (bottom left), expand + Software under Anti-Virus and HIPS and post a screenshot (ideally the whole window)? 

Christian

Product Information
~~~~~~~~~~~~~~~~~
Product Information gives me the following


[General]
Endpoint security and control = 10.3
Support reference =
Current user rights = Sophos Administrator

[Anti-virus and HIPS]
+[ Software]
Sophos Anti-Virus 10.3.10.94
On-access status Enabled
Detection engine 3.53.0
Detection data 5.02
Virus data date 19/06/2014
Items detected 7089236
Detection identities 0
HIPS rules version 10.3.33.1
HIPS configuration version 1.0.65.1
Last updated 24/01/2016 19:11:23

+[ Components]
AuthorisedLists.dll 10.3.2.192 , size 198440 bytes
BackgroundScanning.dll 10.3.2.192 , size 87336 bytes
BHOManagement.dll 10.3.2.192 , size 269608 bytes
Categories.dll 10.3.2.192 , size 13608 bytes
ComponentManager.dll 10.3.2.192 , size 124712 bytes
Configuration.dll 10.3.9.28 , size 501032 bytes
DesktopMessaging.dll 10.3.2.192 , size 462632 bytes
DetectionFeedback.dll 10.3.4.33 , size 775464 bytes
DriveProcessor.dll 10.3.2.192 , size 197928 bytes
EEConsumer.dll 10.3.2.192 , size 145704 bytes
FilterProcessors.dll 10.3.2.192 , size 359720 bytes
FSDecomposer.dll 10.3.2.192 , size 126760 bytes
ICAdapter.dll 10.3.3.121 , size 241448 bytes
ICManagement.dll 10.3.2.192 , size 722728 bytes
ICProcessors.dll 10.3.2.192 , size 333608 bytes
LegacyConsumers.dll 10.3.2.192 , size 125736 bytes
Localisation.dll 10.3.2.192 , size 166184 bytes
Logging.dll 10.3.2.192 , size 721192 bytes
OSDP.dll 1.44.1.2161 , size 220456 bytes
Persistance.dll 10.3.2.192 , size 128296 bytes
rkdisk.dll 1.5.30.0 , size 109592 bytes
SavAdapter.dll 10.3.6.69 , size 1495848 bytes
SAVControl.dll 10.3.6.69 , size 117544 bytes
SAVI.dll 8.1.0.2161 , size 3923752 bytes
savmscm.dll 2.00.1503 , size 242688 bytes
SavNeutralRes.dll 10.3.2.192 , size 3178280 bytes
SavPlugin.dll 10.3.7.154 , size 101160 bytes
SavRes.dll 10.3.7.154 , size 714536 bytes
SavResChs.dll 10.3.7.154 , size 131880 bytes
SavResCht.dll 10.3.7.154 , size 131880 bytes
SavResDeu.dll 10.3.7.154 , size 190248 bytes
SavResEng.dll 10.3.7.154 , size 182568 bytes
SavResEsp.dll 10.3.7.154 , size 190248 bytes
SavResFra.dll 10.3.7.154 , size 201512 bytes
SavResIt.dll 10.3.7.154 , size 196904 bytes
SavResJap.dll 10.3.7.154 , size 146216 bytes
SavSecurity.dll 10.3.2.192 , size 185640 bytes
SavShellExt.dll 10.3.2.192 , size 209192 bytes
SavShellExtX64.dll 10.3.2.192 , size 520488 bytes
ScanEditExports.dll 10.3.2.192 , size 29992 bytes
ScanEditFacade.dll 10.3.6.69 , size 261416 bytes
ScanManagement.dll 10.3.2.192 , size 390952 bytes
SIPSManagement.dll 10.3.2.192 , size 663336 bytes
sophos_detoured.dll 10.3.3.128 , size 275352 bytes
sophos_detoured_x64.dll 10.3.3.128 , size 217160 bytes
SophtainerAdapter.dll 10.3.2.192 , size 124712 bytes
sophtlib.dll 1.00.0.2161 , size 643880 bytes
SWIManagement.dll 10.3.2.192 , size 185640 bytes
SystemInformation.dll 10.3.2.192 , size 243496 bytes
TamperProtectionControl.dll 10.3.2.192 , size 48936 bytes
TamperProtectionManagement.dll 10.3.7.154 , size 126760 bytes
TamperProtectionPlugin.dll 10.3.7.154 , size 249128 bytes
ThreatDetection.dll 10.3.2.192 , size 739112 bytes
ThreatManagement.dll 10.3.4.33 , size 1033000 bytes
Translators.dll 10.3.9.28 , size 288040 bytes
Veex.dll 3.53.0.2161 , size 3896104 bytes
VirusDetection.dll 10.3.4.33 , size 1181480 bytes
BackgroundScanClient.exe 10.3.2.192 , size 68392 bytes
Native.exe 10.3.2.192 , size 176424 bytes
sav32cli.exe 2.93.000 , size 350504 bytes
SAVAdminService.exe 10.3.6.69 , size 288552 bytes
SAVCleanupService.exe 10.3.4.33 , size 195368 bytes
SavMain.exe 10.3.2.192 , size 1625384 bytes
SavProgress.exe 10.3.2.192 , size 379176 bytes
SavProxy.exe 10.3.2.192 , size 91432 bytes
SavService.exe 10.3.7.154 , size 205096 bytes
WSCClient.exe 10.3.6.88 , size 254216 bytes
swi_filter.dll 3.4.6.0 , size 2233640 bytes
swi_filter_64.dll 3.4.6.0 , size 3406632 bytes
swi_ifslsp.dll 3.4.6.0 , size 126760 bytes
swi_ifslsp_64.dll 3.4.6.0 , size 173864 bytes
swi_lsp32_util.exe 3.4.6.0 , size 187176 bytes
swi_lspdiag.exe 3.4.6.0 , size 189224 bytes
swi_lspdiag_64.exe 3.4.6.0 , size 233256 bytes
swi_service.exe 3.4.6.0 , size 3260712 bytes
swi_update_64.exe 3.4.6.0 , size 2065704 bytes
savonaccess.sys 3.23.0.0 , size 158976 bytes
SophosBootDriver.sys 1.1.0.0 , size 27904 bytes
SophosBootTasks.exe 10.3.4.33 , size 35624 bytes


[Updating]
+[ Software]
Sophos AutoUpdate 3.1.4.241
Last checked for updates 26/01/2016 11:55:21
Update status Failed

+[ Components]
ALMon.exe 3.47.115.344 , size 929272 bytes
ALsvc.exe 3.21.45.344 , size 237048 bytes
ALUpdate.exe 5.28.68.344 , size 790008 bytes
ALMsg.dll 1.0.1.344 , size 285176 bytes
AUAdapter.dll 2.18.26.344 , size 454136 bytes
boost_date_time-vc71-mt-1_32.dll N/A , size 52248 bytes
ChannelUpdater.dll 1.9.24.344 , size 187896 bytes
cidsync.dll 3.10.17.344 , size 183800 bytes
config.dll 1.1.33.281 , size 109592 bytes
crypto.dll 1.1.2.344 , size 34808 bytes
EECustomActions.dll 2.7.8.344 , size 167416 bytes
inetconn.dll 1.2.5.281 , size 142360 bytes
InstlMgr.dll 1.4.9.335 , size 97784 bytes
ispsheet.dll 2.1.9.281 , size 433176 bytes
libcurl.dll 7.21.1 , size 244760 bytes
libeay32.dll N/A , size 752664 bytes
Logger.dll 1.4.12.335 , size 191552 bytes
MFC71.dll 7.10.3077.0 , size 1060864 bytes
msvcp71.dll 7.10.6030.0 , size 503808 bytes
msvcr71.dll 7.10.6030.0 , size 348160 bytes
retailer.dll 1.12.33.344 , size 318968 bytes
SAUConfigDLL.dll 1.6.14.344 , size 310776 bytes
SingleGUIPlugin.dll 1.5.15.335 , size 318528 bytes
swlocale.dll 1.2.35.281 , size 27160 bytes
xmlcpp.dll 1.1.1.281 , size 125976 bytes
xmlparse.dll N/A , size 48152 bytes
xmltok.dll N/A , size 48152 bytes
iconfig.ppi 1.9.47.335 , size 117824 bytes
ilog.ppi 1.9.47.335 , size 113728 bytes
isched.ppi 1.9.47.335 , size 80960 bytes
almonres.dll 1.8.39.317 , size 31296 bytes
iconfres.dll 1.5.37.281 , size 13848 bytes
ilogres.dll 1.3.34.281 , size 11800 bytes
ischdres.dll 1.2.5.281 , size 10776 bytes
sharedres.dll 1.5.42.281 , size 27672 bytes
almonres.dll 1.8.39.317 , size 40000 bytes
iconfres.dll 1.5.36.281 , size 14360 bytes
ilogres.dll 1.3.34.281 , size 11800 bytes
ischdres.dll 1.2.6.281 , size 10776 bytes
sharedres.dll 1.5.42.281 , size 31256 bytes
almonres.dll 1.8.39.317 , size 40000 bytes
iconfres.dll 1.5.36.281 , size 14360 bytes
ilogres.dll 1.3.34.281 , size 11800 bytes
ischdres.dll 1.2.5.281 , size 10776 bytes
sharedres.dll 1.5.42.281 , size 29720 bytes
almonres.dll 1.8.39.344 , size 34296 bytes
iconfres.dll 1.5.36.281 , size 14360 bytes
ilogres.dll 1.3.34.281 , size 12312 bytes
ischdres.dll 1.2.5.281 , size 10776 bytes
sharedres.dll 1.5.42.281 , size 31768 bytes
ALMonres.dll 1.8.39.317 , size 40000 bytes
iconfres.dll 1.5.36.281 , size 14360 bytes
ilogres.dll 1.3.34.281 , size 12312 bytes
ischdres.dll 1.2.6.281 , size 11288 bytes
sharedres.dll 1.5.42.281 , size 30744 bytes
almonres.dll 1.8.39.317 , size 35904 bytes
iconfres.dll 1.5.36.281 , size 13336 bytes
ilogres.dll 1.3.34.281 , size 11800 bytes
ischdres.dll 1.2.5.281 , size 10776 bytes
sharedres.dll 1.5.42.281 , size 21528 bytes
ALMonres.dll 1.8.39.317 , size 27200 bytes
iconfres.dll 1.5.36.281 , size 13336 bytes
ilogres.dll 1.3.34.281 , size 11288 bytes
ischdres.dll 1.2.5.281 , size 10776 bytes
sharedres.dll 1.5.42.281 , size 16920 bytes
ALMonres.dll 1.8.39.317 , size 26688 bytes
iconfres.dll 1.5.36.281 , size 13336 bytes
ilogres.dll 1.3.34.281 , size 11288 bytes
ischdres.dll 1.2.5.281 , size 10776 bytes
sharedres.dll 1.5.42.281 , size 17432 bytes


[System]
Description = AMD64 Family 16 Model 10 Stepping 0
Revision = 2560
AddressWidth = 64
LoadPercentage = 0
Level = 16
DeviceID = CPU1
CurrentVoltage = 33
PowerManagementSupported = False
SocketDesignation = CPU socket #1
StatusInfo = 3
Family = 2
Name = AMD Phenom(tm) II X6 1090T Processor
Manufacturer = AuthenticAMD
DataWidth = 64
Stepping = 0
InstallDate =
ProcessorType = 3
Caption = AMD64 Family 16 Model 10 Stepping 0
L2CacheSize = 512
VoltageCaps = 2
L3CacheSpeed = 0
CreationClassName = Win32_Processor
Architecture = 9
ErrorDescription =
Availability = 3
SystemName = CHI-WIN7-PRO
Role = CPU
NumberOfCores = 2
CurrentClockSpeed = 3759
SystemCreationClassName = Win32_ComputerSystem
PowerManagementCapabilities =
ConfigManagerUserConfig =
ErrorCleared =
L3CacheSize = 0
UniqueId =
ProcessorId = 178BFBFF00000FA0
L2CacheSpeed =
ExtClock =
CpuStatus = 1
ConfigManagerErrorCode =
OtherFamilyDescription =
Version = Model 10, Stepping 0
Status = OK
NumberOfLogicalProcessors = 2
PNPDeviceID =
UpgradeMethod = 4
MaxClockSpeed = 3759
LastErrorCode =
Description = Chi-Win7-Pro
CurrentTimeZone = 0
CSCreationClassName = Win32_ComputerSystem
DataExecutionPrevention_Available = True
ServicePackMinorVersion = 0
PAEEnabled =
Debug = False
MUILanguages =
BuildNumber = 7601
TotalVisibleMemorySize = 8228408
DataExecutionPrevention_SupportPolicy = 2
Name = Microsoft Windows 7 Professional |C:\Windows|\Device\Harddisk0\Partition3
CSName = CHI-WIN7-PRO
BuildType = Multiprocessor Free
Manufacturer = Microsoft Corporation
PlusVersionNumber =
OSType = 18
InstallDate = 20101230 094544
RegisteredUser = Chi Ajaegbu
ProductType = 1
NumberOfUsers = 8
Caption = Microsoft Windows 7 Professional
NumberOfProcesses = 109
LocalDateTime = 20160126 120154
TotalVirtualMemorySize = 8636160
WindowsDirectory = C:\Windows
OSArchitecture = 64-bit
SystemDrive = C:
CreationClassName = Win32_OperatingSystem
OSLanguage = 1033
ServicePackMajorVersion = 1
LargeSystemCache =
TotalSwapSpaceSize =
SizeStoredInPagingFiles = 409600
Primary = True
SystemDirectory = C:\Windows\system32
NumberOfLicensedUsers = 0
DataExecutionPrevention_Drivers = True
CSDVersion = Service Pack 1
CountryCode = 44
OtherTypeDescription =
BootDevice = \Device\HarddiskVolume2
MaxProcessMemorySize = 8589934464
SerialNumber = 00371-OEM-9083116-42344
OperatingSystemSKU = 48
MaxNumberOfProcesses = 4294967295
LastBootUpTime = 20160126 025426
FreeSpaceInPagingFiles = 366684
SystemDevice = \Device\HarddiskVolume3
DataExecutionPrevention_32BitApplications = True
Organization = Gensoft Inc.
PlusProductID =
SuiteMask = 272
FreeVirtualMemory = 5745760
ForegroundApplicationBoost = 2
Version = 6.1.7601
Status = OK
FreePhysicalMemory = 5350776
EncryptionLevel = 256
Locale = 0809
Distributed = False
CodeSet = 1252
OSProductSuite = 256

Below is step by step what I am dong and screen shots of error messages.

On launching program and features in windows:

and on trying to uninstall Anti-virus:

Hello chi ajaegbu,

thanks for the info. Now this PC looks company owned and the IT department/support should be able to help you there.
Anyway, the data suggests that the Sophos installation is pretty out of date - seems the last unsuccessful update was more than one and a half year ago. Wonder why it complains about a newer version though as the installed one is 3.1.4 and 4.3.10 is current.
If you haven't edited the software information there's just SAV and AutoUpdate, Programs and Features lists a total of six Sophos programs - wonder what they are but if you say SCF isn't among them ... for Endpoint Security and Control I'd at least expect RMS.

Please see Troubleshooting and resolving problematic Sophos endpoint upgrade and uninstall issues (note that the logs should be submitted by your site's representative though). Dunno if the Fix-It tool will solve the issue - normally one should reinstall the version causing troubles which might no longer be available. Reinstalling with a different version might lead to inconsistencies.

Christian

Hi,
I am part of the IT department ?
machine is being prepared for windows 7 to windows 10 migration. Is a typical developers machine.
attempt was initially made to update to new version, this failed and left an incomplete install / uninstall, that does not work and can't be removed.
Hence it is showing one sophos tool with blue/white icon and one with a colourless (white only ....) icon.
We had similar issues once before and your colleagues directed us to a registry setting that would "convince" the sophos installer that client firewall was no longer installed. will this fix-it tool do that ??

Hi,
I have the log files, however I have no means to send them to you ?
I need to at the very least be able to completely remove the software from my machines(s) - (take back control of our computing devices ??)

Hello chi ajaegbu,

I am part of the IT department ... your colleagues
sorry - it wasn't really obvious, no offence intended. Contrariwise I am not part of Sophos. Also I had (fortunately) not yet to deal with Windows 10 and specifically Windows 7->10 migration. Thus I don't know this issue or the "offending" key and I'd suggest that you contact Support directly.

Christian 

Hi,
just to complete this.
Sophos support directed me to rename the "Client Firewall" registry key and the uninstall was then able to proceed successfully.

Thanks for yor help....

Hi,
just to complete this.
Sophos support directed me to rename the "Client Firewall" registry key and the uninstall was then able to proceed successfully.

Thanks for yor help....