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Cannot Remove Sophos AV 10.3.15 from Windows 10 Pro to build image

AdrianKeeley

Hi,

I'm in the process of constructing a Windows 10 Pro 64 Bit Image so that we can start rolling out Surface Pro 4s to our users however when I try and remove Sophos AV I get the 1721 unable to un-install error due to a program not being able to run.

I have checked and found all these files are present and correct, I even tried over writing them from the update server but this had no effect any ideas ?



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  • 0

    Hello Adrian Keeley,

    constructing a[n ...] Image [...] I try and remove Sophos AV
    I fear you've lost me ... one normally doesn't construct an image by first installing some software only to remove it afterwards.

    Anyway, you say that NATIVE.EXE and the .INF are indeed there? There's allegedly a rather strange cause for the 1721 error. Seems farfetched but then there wouldn't be this article ....


    Christian

  • 0 in reply to QC

    Thanks for the reply Christian,

    Basically in order to include Sophos Endpoint  in a WDS image you need to follow the process in this kb article https://www.sophos.com/en-us/support/knowledgebase/28591.aspx .

    Hence the uninstall of SAV however that's where i'm stuck at present.

  • 0 in reply to AdrianKeeley

    Hello Adrian,

    I see - didn't think of it at first as this is not the preferred method. The first paragraph (Important:) contains the link to the article which describes the "common" method. Please also not the next sentence: The article on this page should only be used if you have already worked through the procedures in the above article, and it did not solve the issues you are experiencing. What were/are the issues with this method?

    Christian

  • 0 in reply to QC

    Well I suppose we've always used method 2 because it has always worked for us from the outset of Win 7 to Win 8.1 and we've never had an issue with it.

    I spoke to my colleague who initially used this procedure when we used it to build our first image back in 2011 however he can't recall why method 2 other than that's what Sophos advised.

    I've tried to delete the files causing the 1721 and force an update but that hasn't worked either.

    Is there a manual removal process for SAV ?

  • 0 in reply to AdrianKeeley

    Hello Adrian,

    a manual removal process
    no, what has been installed by the Installer has to be removed by it. Of course you can do by hand what the Installer does (or should do), it's at best tedious and successful, most likely some debris remains though anyway. Don't forget you also have to clean the Installer database ...
    You are building an image and this should be clean 

    Guess the Uninstall log has no hint why the Installer seemingly can't find these files. Unfortunately I have no Win10 at hand to test ...

    Christian   

  • 0 in reply to QC

    OK I've started again with his and used the 1st process for Sophos image prep so we'll see what happens...

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