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Re: Sophos disabled

Ella509

I am having problems with getting sophos installed. The auto update is installed along with the remote manager but I cannot get the program itself installed. Any help on this?

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  • 0

    Hi Ella509,

    Thanks for bringing your problem to the forums. To get a reply you can act on, you'll need to provide more information about how you're set up. What Sophos product and version are you trying to install? What OS do you have, and, if it's a Windows system, are there any Service Packs installed? Do you have any anti-malware systems already installed? The more information you can provide, the better. Please let us know.

    Regards,

    spike

    :73
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    Hello Ella509 To discard any malware issue, copy the SAVSCFXP directory to local hard disk and try execute the setup.exe file without any credentials. The installations process should be finish without troubble. If exist malware in the PC SAV can detect and clean these malware's. I recommend that when finish the first SAV installation, reset the PC and execute a full scan in the machine to clean anu malware. Regards, Linck Tello Flores
    :78
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    Hi,

    Is this installation being run from a central installation directory or from the standalone installer?  There are subtle differences which may be significant, even if not, the location of the install logs will be based on this.

    If you run the standalone installer, then Sophos Anti-Virus is installed first, and is installed as the logged on user.  If you installing by running setup.exe from a central installation then Sophos AutoUpdate is installed first which then pulls down the other packages and installs them as the SYSTEM user.

    Therefore if it's just the SAVXP package failing I would advise locating the MSI log file for this package.  If you are installing using the standalone installer then they should be in %temp% and if you are installing by running setup.exe from a central installation directory they will be in C:\windows\temp.  In both cases the log file will be called: "Sophos Anti-Virus Install Log_<timestamp>.txt" and with each of these there is a corresponding custom actions log file called "Sophos Anti-Virus CustomActions Log_<timestamp>.txt", the pair should be identifiable from the timestamp.

    A common technique for finding where an install has gone wrong is searching the MSI log for “return value 3”. 

    I hope this helps with your problem.


    Thanks

    :259
  • 0

    What version of Endpoint AV are you trying to install?  How are you installing it: Sophos Enterprise Console, Self-built installer executable, UNC share access and running a setup.exe from SAVSCFXP, or separate MSIs?

    If your AutoUpdater and RMT packages are installing, sounds like you are either installing from EC or setup.exe.  Also, A simple trouble shooting step is to:

    1) copy SAVSCFXP ( assuming you have Sophos EC Version 3.X) to the local machine as other postser have advised,

    2)Remove the AV completely

    3)Bounce/Reboot the box.

    4)Install the Sophos .msi files separately as admin.  They are found in the SAVSCFXP folder you copied over earlier.  Install in this order: Anti-Virus, AutoUpdater, RMT. 

    The reason for isntalling the .msi separately is that during each install of the different .msi files, if there is an error, you will get an error messge to pop up and then you can look that error code up on Sophos.com.

    I've has this problem numerous times with my self-built installer .exe.

    Usually, in my instances, it's permissions errors.

    :279
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