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Product installtion failed:Sophos system protection:0x80070643

ajinkya nikam

We have recently rolled out preview subscription on our 500 endpoints for enhance tamper protection.

all our 500 plus endpoint reporting update failed. SEC version 5.4.1

we have checked the acl.logs we have error --Product installtion failed:Sophos system protection:0x80070643

we further investigate windows\temp\sophossystemprotection logs for error

following are the errors 


SetupSspUserAccount: LoadAccount(SophosSSPUser) failed (error 1332)

SetupShsUserAccount: Granting permissions to user "NT SERVICE\sophossps"
MSI (s) (84:20) [04:47:16:041]: Executing op: ProgressTotal(Total=1,Type=1,ByteEquivalent=1300000)
MSI (s) (84:20) [04:47:16:041]: Executing op: ServiceControl(,Name=sophossps,Action=1,Wait=1,)
MSI (s) (84:20) [04:51:16:283]: Product: Sophos System Protection -- Error 1920. Service 'Sophos System Protection Service' (sophossps) failed to start. Verify that you have sufficient privileges to start system services.              

log file SophosSystemProtectionSetup_170119_111714.log

 

StartService: Initialized.
StartService: Error 0x8007041d: Service rejected start request.

 

MSI (s) (84:20) [04:51:46:689]: Windows Installer reconfigured the product. Product Name: Sophos System Protection. Product Version: 1.3.1. Product Language: 1033. Manufacturer: Sophos Limited. Reconfiguration success or error status: 1603.

 

Please provide the solution for the issue



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  • 0

    Hi, 

    I have the same problem on my domain (~100 computers).

    Find this KB on Sophos, but does not help : https://community.sophos.com/kb/en-us/124021

    My msiexec version is 5.0.7601.23593 so higher than explain in KB...

    Try a new full protection, still the same issue...

    Did you find a solution ?

     

    Regards

  • 0 in reply to Georges BACQUE

    still the same here.
    I know the article, our msiexec has a higher version too, so that was not it.
    Removing system protection service and reinstall sophos from the console is working for us, but that's not what i want to do with 100+ pc's.
    Sophos is taking a look this afternoon. I'll keep you informed.

  • 0 in reply to arnold teuben

    Okay.

    Same for us, I delete regedit Key HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\sophossps\Security to delete the service "sc delete sophossps" then reinstall...

    Even with GPO, it's really annoying because computer need a restart :(

    Hope Sophos will find the answer :-)

  • 0 in reply to Georges BACQUE

    can you try this?
    C:\ProgramData\Sophos\AutoUpdate\Cache\ssp>msiexec /x{1093B57D-A613-47F3-90CF-0F
    D5C5DCFFE6}

    this version seems to gives the problem with us.
    If this is removed Sophos SSP should restore itself without reboot.
    Let me know.

  • 0 in reply to arnold teuben

    Hi,

    unfortunately it does not work for me, I always got "another installation is in progress" when I launch the msiexec...

    Does it work for you ? 

    I find an alternative solution with third soft : PDQDeploy...

    First : i launch the regedit : 

    Windows Registry Editor Version 5.00

    [-HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\sophossps\Security]

     

    Second : Reboot the computer then, launch the deletion of service : 

    sc delete sophossps

     

    With the Enterprise Console, force the update and SPS updating... But I need to wait all my user reboot their computers ...

     

    Let me know about the Sophos answer in your domain.

    Regards

Reply
  • 0 in reply to arnold teuben

    Hi,

    unfortunately it does not work for me, I always got "another installation is in progress" when I launch the msiexec...

    Does it work for you ? 

    I find an alternative solution with third soft : PDQDeploy...

    First : i launch the regedit : 

    Windows Registry Editor Version 5.00

    [-HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\services\sophossps\Security]

     

    Second : Reboot the computer then, launch the deletion of service : 

    sc delete sophossps

     

    With the Enterprise Console, force the update and SPS updating... But I need to wait all my user reboot their computers ...

     

    Let me know about the Sophos answer in your domain.

    Regards

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