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

DannyHolyoake

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.



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  • 0 in reply to QC

    Sorry, one more question Christian, if you're able to answer.

    The process of copying these files from the cache to the Program Files directory - what are these files and why does copying them over resolve uninstall issues? I'd like to better understand what this process actually accomplishes. Otherwise I'll chalk it up to an unexplainable quirk of Sophos :)

  • 0 in reply to DannyHolyoake

    Hello Danny,

    if you're able to answer
    dunno [:D]. SAV needs some drivers, these are OS version and architecture specific and therefore in their own subfolders in the CID (and therefore the cache). The (un-)installation process is kept as universal as possible, thus the driver installation is run as CustomAction from the ProgramFiles folder after the necessary files have been copied from the applicable subfolder. Native.exe is required for 64bit systems. During uninstall (which is implied on version updates) the same files are needed (in the program directory) to remove the drivers.
    It seems that on rare occasions an obscure error occurs which is not correctly rolled back - leaving the program directory empty and subsequently further uninstall attempts fail (in a number of cases the cached .msi also disappears). A quirk, yes, whether Sophos or the Installer I can't say. While each install has its own log there's only one Uninstall log - as the failure is only noticed at the next uninstall I've never found a log with the "original" error.

    Christian

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