Failed to install SAVXP. A previous version could not be uninstalled

Question

I've been banging my head against the wall over this issue for the last couple weeks. 
 This issue is affecting at least 10 of our endpoints. 
 I have tried numerous things, including - 
 Stopping AutoUpdate service, clearing AutoUpdate's cache folder, restarting AutoUpdate service. 
 Manually uninstalling all Sophos components - AutoUpdate and AntiVirus refuse to install due to invalid package. 
 Grabbed the .MSI of the same version from another endpoint, and tried uninstalling using that .MSI on the affected endpoint - Sophos still claimed it was invalid. 
 I have run a Diagnostic log, the archive can be found here - https://drive.google.com/folderview?id=0B5lFgMDR2tQjRXFhZkpRUkhWNms&usp=sharing 
 If you need to see specific logs, please let me know.

jak · Accepted Answer

Hi, 
 One thing you could try is to go to the Sophos Downloads page and go to the standalone installers. 
 At the moment the link will be 10.6.. E.g. http://downloads.sophos.com/inst/[token]/escw_106_sa_sfx.exe 
 You can observe this URL in the developer tools of the browser (F12 Chrome - Network tab), if you change this to be the escw_103_sa_sfx.exe, i.e. http://downloads.sophos.com/inst/[token]/escw_103_sa_sfx.exe 
 
 The SAV MSI in that, once extracted will be 10.3.15. 
 You could copy this MSI file to be "C:\Windows\Installer\bca0a1.msi" and then re-try the uninstall. 
 Regards, 
 Jak

QC · Answer

Hello Danny, 
 please see the Update - Failed to install SAVXP ... thread for a possible cause and solution. 
 Christian

DannyHolyoake · Answer

Thank you Christian. 
 I had seen your post last week and tried it, but it didn't work. This time, however, it worked - thanks to having the correct MSI! 
 The process I followed to resolve this - 
 Obtained the AntiVirus .MSI for 10.3, renamed it to "bca0a1.msi" and moved it into "C:\Windows\Installer\" 
 I followed Christian's advice, copying certain files from the AutoUpdate cache to the SAV ProgramFiles folder, as shown here - https://community.sophos.com/products/endpoint-security-control/f/3/p/76138/299476#299476 
 I uninstalled all Sophos components (in the order as shown here - https://community.sophos.com/kb/en-us/109668 ) 
 Deleted the endpoint from the Enterprise Console, ran Discover Computers to detect it again and, finally, protected the endpoint via the Enterprise Console. 
 I will begin doing this process on all affected machines! Thank you so much for your help.

QC · Answer

Hello DannyHolyoake, 
 a closer look at your screenshot reveals that you have an Endpoint Business subscription. AFAIK this would correspond to Endpoint Standard in the current scheme .Furthermore, End of life for Sophos Antivirus fixed version packages suggests ( fixed packages for Advanced licenses ) that they might not be available with your subscription. 
 Support should be able to provide you the 10.3.15 MSIs - please contact them directly and refer them to this thread (I'm not Sophos so I can't tell what their answer will be but ...) 
 Christian