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Sophos Endpoint on Windows XP SP3 (can't disinstall neither install)

Buongiorno,

nella mia azienda abbiamo ancora qualche PC con Windows XP SP3. Sul server Sophos è installata la versione 5.5 della Console.

Un solo PC con Windows XP non si aggiorna con la console. Avevo pensato di disinstallare e reinstallare Sophos ma, quando cerco di rimuovere il programma mi da un errore di "Installazione non riuscita" e di "Errore irreversibile durante l'installazione".

Stessa cosa se cerco di installarci "sopra" Sophos... mi dà un errore che non è riuscito a disinstallare la versione precedente.

Come mi consigliate di procedere?

Grazie

Roberto



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  • Hi Christian,

    you're right! ;-)

    I found a file: Sophos ES setup.log, and at the end of the file I found these lines:

    26/05/2017,9.49.19,Informazioni,No configuration file found looking for sauconf.xml,
    26/05/2017,9.49.21,Informazioni,Fine operazione 9.49.21: InstallFinalize. Valore restituito 1.,
    26/05/2017,9.49.21,Informazioni,Inizio operazione 9.49.21: RegisterWithAutoUpdate.4D96E9F9_7E7B_4556_8D25_ABEE814FE4E0.,
    26/05/2017,9.49.21,Informazioni,Fine operazione 9.49.21: RegisterWithAutoUpdate.4D96E9F9_7E7B_4556_8D25_ABEE814FE4E0. Valore restituito 1.,
    26/05/2017,9.49.21,Informazioni,Fine operazione 9.49.21: INSTALL. Valore restituito 1.,

    Which is the configuration file? Where should be this file positioned?

  • Sorry,

    I also found a avremove.log with a lot of errors. This in an example, but there are many, many lines like this (Opening key SOFTWARE.....):

     

    26 May 2017 09:45:37 Debug: Opening key SOFTWARE\Microsoft\Windows\CurrentVersion\Installer
    26 May 2017 09:45:37 Debug: Opening key SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{BE5DD172-7F42-7948-1A60-E6A720288F81}
    26 May 2017 09:45:37 Debug: Key {BE5DD172-7F42-7948-1A60-E6A720288F81} not found
    26 May 2017 09:45:37 Info: No products detected on this system
    Sophos Anti-Virus software detector - Version 2.12.0.26
    Copyright (C) 2003-2017 Sophos Limited. All rights reserved.
    Running OS: Microsoft Windows XP Service Pack 3 [Version 5.01.2600]
    No products detected on this system

  • And this is the MSI4d945.log:

    Errore 1704. Un'istanza del programma di installazione di Sophos Anti-Virus è correntemente sospesa. Per continuare, è necessario annullare le modifiche effettuate da tale istanza del programma di installazione. Annullare le modifiche?
    Property(S): DiskPrompt = [1]
    Property(S): UpgradeCode = {3B8886D0-98A2-4992-A0AC-893AEDBB494B}
    Property(S): SAUVersionBuild = 0
    Property(S): ROOTDRIVE = C:\
    Property(S): SAUVersionRelease = 220
    Property(S): SAUVersionMinor = 7
    Property(S): SAUVersionMajor = 5
    Property(S): FOUND_AUADAPTER = C:\Programmi\Sophos\AutoUpdate\
    Property(S): FOUND_SAUSERVICE = C:\Programmi\Sophos\AutoUpdate\
    Property(S): HIDECONNECTIONDIALOG = #0
    Property(S): HIDETRAYICON = #0
    Property(S): NEWDATAFOLDERFOUND = C:\Documents and Settings\All Users\Dati applicazioni\Sophos\AutoUpdate\
    Property(S): OLDDATAFOLDERFOUND = C:\Programmi\Sophos\AutoUpdate\
    Property(S): EEMANAGED = #1
    Property(S): IE50FOUND = C:\WINDOWS\system32\Shdocvw.dll
    Property(S): IE55SP1FOUND = C:\WINDOWS\system32\Shdocvw.dll
    Property(S): CACHE = C:\Documents and Settings\All Users\Dati applicazioni\Sophos\AutoUpdate\Cache\
    Property(S): DATAFOLDER = C:\Documents and Settings\All Users\Dati applicazioni\Sophos\AutoUpdate\data\
    Property(S): DEFAULTCONFIG = C:\Documents and Settings\All Users\Dati applicazioni\Sophos\AutoUpdate\DefaultConfig\
    Property(S): LOGS = C:\Documents and Settings\All Users\Dati applicazioni\Sophos\AutoUpdate\Logs\
    Property(S): INSTALLDIR = C:\Programmi\Sophos\AutoUpdate\
    Property(S): Telemetry = C:\Programmi\Sophos\AutoUpdate\Telemetry\
    Property(S): DE = C:\Programmi\Sophos\AutoUpdate\de\
    Property(S): EN = C:\Programmi\Sophos\AutoUpdate\en\
    Property(S): ES = C:\Programmi\Sophos\AutoUpdate\es\
    Property(S): FR = C:\Programmi\Sophos\AutoUpdate\fr\
    Property(S): IT = C:\Programmi\Sophos\AutoUpdate\it\
    Property(S): JA = C:\Programmi\Sophos\AutoUpdate\ja\
    Property(S): ZH_CN = C:\Programmi\Sophos\AutoUpdate\zh_cn\
    Property(S): ZH_TW = C:\Programmi\Sophos\AutoUpdate\zh_tw\
    Property(S): CertificatesAutoUpdate = C:\Documents and Settings\All Users\Dati applicazioni\Sophos\Certificates\AutoUpdate\
    Property(S): CertificatesManifest = C:\Documents and Settings\All Users\Dati applicazioni\Sophos\Certificates\AutoUpdate\Manifest\
    Property(S): CertificatesCache = C:\Documents and Settings\All Users\Dati applicazioni\Sophos\Certificates\AutoUpdate\Cache\
    Property(S): AUTOUPDATEDATAFOLDER = C:\Documents and Settings\All Users\Dati applicazioni\Sophos\AutoUpdate\
    Property(S): CONFIG = C:\Documents and Settings\All Users\Dati applicazioni\Sophos\AutoUpdate\Config\
    Property(S): SetPermissions.Rollback_x32 = 2{23}2{14}8{objectid}11{componentid}11{objecttable}6{action}8{identity}12{identitytype}11{inheritance}10{genericall}11{genericread}12{genericwrite}14{genericexecute}6{modify}10{objectpath}5{win64}5{CACHE}11{CacheFolder}6{Folder}5{Clear}3{N/A}0{}2{No}0{}0{}0{}0{}0{}78{C:\Documents and Settings\All Users\Dati applicazioni\Sophos\AutoUpdate\Cache\}2{no}5{CACHE}11{CacheFolder}6{Folder}5{Allow}14{Administrators}12{WellKnownSID}0{}3{Yes}0{}0{}0{}0{}78{C:\Documents and Settings\All Users\Dati applicazioni\Sophos\AutoUpdate\Cache\}2{no}5{CACHE}11{CacheFolder}6{Folder}5{Allow}5{Users}12{WellKnownSID}0{}0{}3{Yes}0{}0{}0{}78{C:\Documents and Settings\All Users\Dati applicazioni\Sophos\AutoUpdate\Cache\}2{no}10{DATAFOLDER}10{DataFolder}6{Folder}5{Clear}3{N/A}0{}2{No}0{}0{}0{}0{}0{}77{C:\Documents and Settings\All Users\Dati applicazioni\Sophos\AutoUpdate\data\}2{no}10{DATAFOLDER}10{DataFolder}6{Folder}5{Allow}14{Administrators}12{WellKnownSID}0{}3{Yes}0{}0{}0{}0{}77{C:\Documents and Settings\All Users\Dati applicazioni\Sophos\AutoUpdate\data\}2{no}10{DATAFOLDER}10{DataFolder}6{Folder}5{Allow}5{Users}12{WellKnownSID}0{}0{}3{Yes}0{}0{}0{}77{C:\Documents and Settings\All Users\Dati applicazioni\Sophos\AutoUpdate\data\}2{no}10{INSTALLDIR}12{ALUpdate.exe}6{Folder}5{Clear}3{N/A}0{}2{No}0{}0{}0{}0{}0{}31{C:\Programmi\Sophos\AutoUpdate\}2{no}10{INSTALLDIR}12{ALUpdate.exe}6{Folder}5{Allow}14{Administrators}12{WellKnownSID}0{}3{Yes}0{}0{}0{}0{}31{C:\Programmi\Sophos\AutoUpdate\}2{no}10{INSTALLDIR}12{ALUpdate.exe}6{Folder}5{Allow}5{Users}12{WellKnownSID}0{}0{}3{Yes}0{}3{Yes}0{}31{C:\Programmi\Sophos\AutoUpdate\}2{no}22{CertificatesAutoUpdate}22{SAU_Certificate_Folder}6{Folder}5{Clear}3{N/A}0{}2{No}0{}0{}0{}0{}0{}85{C:\Documents and Settings\All Users\Dati applicazioni\Sophos\Certificates\AutoUpdate\}2{no}22{CertificatesAutoUpdate}22{SAU_Certificate_Folder}6{Folder}5{Allow}14{Administrators}12{WellKnownSID}0{}3{Yes}0{}0{}0{}0{}85{C:\Documents and Settings\All Users\Dati applicazioni\Sophos\Certificates\AutoUpdate\}2{no}22{CertificatesAutoUpdate}22{SAU_Certificate_Folder}6{Folder}5{Allow}5{Users}12{WellKnownSID}0{}0{}3{Yes}0{}0{}0{}85{C:\Documents and Settings\All Users\Dati applicazioni\Sophos\Certificates\AutoUpdate\}2{no}11{Registry147}17{AutoUpdateService}8{Registry}5{Clear}3{N/A}0{}2{No}0{}0{}0{}0{}0{}42{MACHINE\SOFTWARE\Sophos\AutoUpdate\Service}2{no}11{Registry147}17{AutoUpdateService}8{Registry}5{Allow}14{Administrators}12{WellKnownSID}0{}3{Yes}0{}0{}0{}0{}42{MACHINE\SOFTWARE\Sophos\AutoUpdate\Service}2{no}14{PolicyFeatures}17{AutoUpdateService}8{Registry}5{Clear}3{N/A}0{}2{No}0{}0{}0{}0{}0{}57{MACHINE\SOFTWARE\Sophos\AutoUpdate\Service\PolicyFeatures}2{no}14{PolicyFeatures}17{AutoUpdateService}8{Registry}5{Allow}14{Administrators}12{WellKnownSID}0{}3{Yes}0{}0{}0{}0{}57{MACHINE\SOFTWARE\Sophos\AutoUpdate\Service\PolicyFeatures}2{no}14{PolicyFeatures}17{AutoUpdateService}8{Registry}5{Allow}13{Local Service}12{WellKnownSID}0{}0{}3{Yes}0{}0{}0{}57{MACHINE\SOFTWARE\Sophos\AutoUpdate\Service\PolicyFeatures}2{no}18{AutoUpdateRegistry}12{ALUpdate.exe}8{Registry}5{Clear}3{N/A}0{}2{No}0{}0{}0{}0{}0{}34{MACHINE\SOFTWARE\Sophos\AutoUpdate}2{no}18{AutoUpdateRegistry}12{ALUpdate.exe}8{Registry}5{Allow}14{Administrators}12{WellKnownSID}0{}3{Yes}0{}0{}0{}0{}34{MACHINE\SOFTWARE\Sophos\AutoUpdate}2{no}18{AutoUpdateRegistry}12{ALUpdate.exe}8{Registry}5{Allow}5{Users}12{WellKnownSID}0{}0{}3{Yes}0{}0{}0{}34{MACHINE\SOFTWARE\Sophos\AutoUpdate}2{no}17{TelemetryRegistry}20{TELEMGatherTelem.exe}8{Registry}5{Clear}3{N/A}0{}2{No}0{}0{}0{}0{}0{}33{MACHINE\SOFTWARE\Sophos\Telemetry}2{no}17{TelemetryRegistry}20{TELEMGatherTelem.exe}8{Registry}5{Allow}14{Administrators}12{WellKnownSID}0{}3{Yes}0{}0{}0{}0{}33{MACHINE\SOFTWARE\Sophos\Telemetry}2{no}17{TelemetryRegistry}20{TELEMGatherTelem.exe}8{Registry}5{Allow}5{Users}12{WellKnownSID}0{}0{}3{Yes}0{}0{}0{}33{MACHINE\SOFTWARE\Sophos\Telemetry}2{no}
    Property(S): ALLUSERSPROFILE = C:\Documents and Settings\All Users\
    Property(S): USERPROFILE = C:\Documents and Settings\Administrator
    Property(S): RemoveCacheFromContentIndexScopes = C:\Documents and Settings\All Users\Dati applicazioni\Sophos\AutoUpdate\Cache\
    Property(S): RemoveTempFolders = C:\DOCUME~1\ADMINI~1\IMPOST~1\Temp\
    Property(S): WaitAUAdapterUnlocked = C:\Programmi\Sophos\AutoUpdate\AUAdapter.dll;30
    Property(S): WaitSAUServiceUnlocked = C:\Programmi\Sophos\AutoUpdate\ALsvc.exe;30
    Property(S): AccountHandlerDeleteAccounts = SophosSAUPCGRASSIaaa
    0

    Property(S): CustomRemoveFolders = C:\Documents and Settings\All Users\Dati applicazioni\Sophos\AutoUpdate\Cache
    C:\DOCUME~1\ADMINI~1\IMPOST~1\Temp\mbjya1z5\Cache
    C:\Documents and Settings\All Users\Dati applicazioni\Sophos\AutoUpdate\Config
    C:\DOCUME~1\ADMINI~1\IMPOST~1\Temp\mbjya1z5\Config
    C:\Documents and Settings\All Users\Dati applicazioni\Sophos\AutoUpdate\data
    C:\DOCUME~1\ADMINI~1\IMPOST~1\Temp\mbjya1z5\data
    C:\Documents and Settings\All Users\Dati applicazioni\Sophos\AutoUpdate\Logs
    C:\DOCUME~1\ADMINI~1\IMPOST~1\Temp\mbjya1z5\Logs

    Property(S): CustomRemoveFoldersRollback = C:\Documents and Settings\All Users\Dati applicazioni\Sophos\AutoUpdate\Cache
    C:\DOCUME~1\ADMINI~1\IMPOST~1\Temp\mbjya1z5\Cache
    C:\Documents and Settings\All Users\Dati applicazioni\Sophos\AutoUpdate\Config
    C:\DOCUME~1\ADMINI~1\IMPOST~1\Temp\mbjya1z5\Config
    C:\Documents and Settings\All Users\Dati applicazioni\Sophos\AutoUpdate\data
    C:\DOCUME~1\ADMINI~1\IMPOST~1\Temp\mbjya1z5\data
    C:\Documents and Settings\All Users\Dati applicazioni\Sophos\AutoUpdate\Logs
    C:\DOCUME~1\ADMINI~1\IMPOST~1\Temp\mbjya1z5\Logs

    Property(S): CustomRemoveFoldersCommit = C:\DOCUME~1\ADMINI~1\IMPOST~1\Temp\mbjya1z5
    Property(S): PrepareRemoveFolders = Cache;Config;data;Logs;
    Property(S): StartSAUService = Sophos AutoUpdate Service
    Property(S): StartSAUServiceRollback = Sophos AutoUpdate Service
    Property(S): DeleteSAURegistryValues = SOFTWARE\Sophos\AutoUpdate
    Property(S): AutoUpdateServiceStopCheck = ALsvc.exe;60
    Property(S): TARGETDIR = C:\
    Property(S): CacheSAU = C:\Documents and Settings\All Users\Dati applicazioni\Sophos\AutoUpdate\Cache\sau\
    Property(S): SAUAppDataFolder = C:\Documents and Settings\All Users\Dati applicazioni\Sophos\AutoUpdate\
    Property(S): SophosAppDataFolder = C:\Documents and Settings\All Users\Dati applicazioni\Sophos\
    Property(S): Certificates = C:\Documents and Settings\All Users\Dati applicazioni\Sophos\Certificates\
    Property(S): CommonAppDataFolder = C:\Documents and Settings\All Users\Dati applicazioni\
    Property(S): CommonFiles64Folder = C:\
    Property(S): CommonFilesFolder = C:\Programmi\File comuni\
    Property(S): AUTOUPDATE = C:\Programmi\Sophos\AutoUpdate\
    Property(S): SOPHOS = C:\Programmi\Sophos\
    Property(S): ProgramFilesFolder = C:\Programmi\
    Property(S): TempFolder = C:\DOCUME~1\ADMINI~1\IMPOST~1\Temp\
    Property(S): REMOVE = ALL
    Property(S): SOPHOS_TP_TOKEN = **********
    Property(S): VersionNT = 501
    Property(S): Installed = 00:00:00
    Property(S): Privileged = 1
    Property(S): ALLUSERS = 1
    Property(S): Registration = No
    Property(S): _IsMaintenance = Change
    Property(S): _IsSetupTypeMin = Typical
    Property(S): AgreeToLicense = No
    Property(S): ApplicationUsers = AllUsers
    Property(S): ARPCOMMENTS = Mantiene aggiornati Sophos Anti-Virus e gli altri componenti Sophos.
    Property(S): ARPCONTACT = Sophos Supporto tecnico
    Property(S): ARPHELPLINK = http://www.sophos.it/support/
    Property(S): ARPNOMODIFY = 1
    Property(S): ARPNOREPAIR = 1
    Property(S): ARPPRODUCTICON = Icon.ico
    Property(S): ARPURLINFOABOUT = http://www.sophos.it/
    Property(S): DefaultUIFont = Tahoma8
    Property(S): DisplayNameCustom = Personalizzata
    Property(S): DisplayNameMinimal = Minima
    Property(S): DisplayNameTypical = Tipica
    Property(S): DWUSINTERVAL = 30
    Property(S): InstallChoice = AR
    Property(S): INSTALLLEVEL = 100
    Property(S): MSIRESTARTMANAGERCONTROL = Disable
    Property(S): PIDTemplate = 12345<###-%%%%%%%>@@@@@
    Property(S): ProgressType0 = install
    Property(S): ProgressType1 = Installing
    Property(S): ProgressType2 = installed
    Property(S): ProgressType3 = installs
    Property(S): REBOOT = ReallySuppress
    Property(S): RegisterWithAutoUpdate = {9BF40A4E-23AE-48be-9974-5A1F261DBEE8};sau;1;2
    Property(S): SetupType = Typical
    Property(S): ISReleaseFlags = Release
    Property(S): InstallShieldTempProp = 0
    Property(S): Manufacturer = Sophos Limited
    Property(S): ProductCode = {AFBCA1B9-496C-4AE6-98AE-3EA1CFF65C54}
    Property(S): ProductLanguage = 1040
    Property(S): ProductName = Sophos AutoUpdate
    Property(S): ProductVersion = 5.7.220
    Property(S): SecureCustomProperties = FOUND_AUADAPTER;FOUND_SAUSERVICE;NEWAPPFOUND;NEWDATAFOLDERFOUND;OLDAPPFOUND;OLDDATAFOLDERFOUND
    Property(S): MsiHiddenProperties = AccountHandlerCreateAccounts;AccountHandlerRollbackCreateAccounts;AccountHandlerSwitchSecurity;ManagedOnUpgrade;ModifyConfigFiles;MoveDataFiles;PROXYPASSWORD;SOPHOS_TP_TOKEN;UPDATEPASSWORD
    Property(S): INSTALLDIR.4D96E9F9_7E7B_4556_8D25_ABEE814FE4E0 = C:\
    Property(S): PackageCode = {E7EE7247-0435-4553-8C87-4C6F83372898}
    Property(S): ProductState = 5
    Property(S): CURRENTDIRECTORY = \\192.168.40.90\SophosUpdate\CIDs\S003\SAVSCFXP
    Property(S): CLIENTUILEVEL = 2
    Property(S): CLIENTPROCESSID = 3416
    Property(S): PRODUCTLANGUAGE = 1040
    Property(S): VersionDatabase = 200
    Property(S): VersionMsi = 3.01
    Property(S): WindowsBuild = 2600
    Property(S): ServicePackLevel = 3
    Property(S): ServicePackLevelMinor = 0
    Property(S): MsiNTProductType = 1
    Property(S): WindowsFolder = C:\WINDOWS\
    Property(S): WindowsVolume = C:\
    Property(S): SystemFolder = C:\WINDOWS\system32\
    Property(S): System16Folder = C:\WINDOWS\system\
    Property(S): RemoteAdminTS = 1
    Property(S): AppDataFolder = C:\Documents and Settings\Administrator\Dati applicazioni\
    Property(S): FavoritesFolder = C:\Documents and Settings\Administrator\Preferiti\
    Property(S): NetHoodFolder = C:\Documents and Settings\Administrator\Risorse di rete\
    Property(S): PersonalFolder = C:\Documents and Settings\Administrator\Documenti\
    Property(S): PrintHoodFolder = C:\Documents and Settings\Administrator\Risorse di stampa\
    Property(S): RecentFolder = C:\Documents and Settings\Administrator\Recent\
    Property(S): SendToFolder = C:\Documents and Settings\Administrator\SendTo\
    Property(S): TemplateFolder = C:\Documents and Settings\All Users\Modelli\
    Property(S): LocalAppDataFolder = C:\Documents and Settings\Administrator\Impostazioni locali\Dati applicazioni\
    Property(S): MyPicturesFolder = C:\Documents and Settings\Administrator\Documenti\Immagini\
    Property(S): AdminToolsFolder = C:\Documents and Settings\All Users\Menu Avvio\Programmi\Strumenti di amministrazione\
    Property(S): StartupFolder = C:\Documents and Settings\All Users\Menu Avvio\Programmi\Esecuzione automatica\
    Property(S): ProgramMenuFolder = C:\Documents and Settings\All Users\Menu Avvio\Programmi\
    Property(S): StartMenuFolder = C:\Documents and Settings\All Users\Menu Avvio\
    Property(S): DesktopFolder = C:\Documents and Settings\All Users\Desktop\
    Property(S): FontsFolder = C:\WINDOWS\Fonts\
    Property(S): GPTSupport = 1
    Property(S): OLEAdvtSupport = 1
    Property(S): ShellAdvtSupport = 1
    Property(S): Intel = 6
    Property(S): PhysicalMemory = 2038
    Property(S): VirtualMemory = 3409
    Property(S): AdminUser = 1
    Property(S): LogonUser = Administrator
    Property(S): UserSID = S-1-5-21-966127657-1643432790-3334946069-500
    Property(S): UserLanguageID = 1040
    Property(S): ComputerName = PCGRASSI
    Property(S): SystemLanguageID = 1040
    Property(S): ScreenX = 1024
    Property(S): ScreenY = 768
    Property(S): CaptionHeight = 26
    Property(S): BorderTop = 1
    Property(S): BorderSide = 1
    Property(S): TextHeight = 16
    Property(S): ColorBits = 32
    Property(S): TTCSupport = 1
    Property(S): Time = 9.48.39
    Property(S): Date = 26/05/2017
    Property(S): MsiNetAssemblySupport = 4.0.30319.1
    Property(S): MsiWin32AssemblySupport = 5.1.2600.5512
    Property(S): RedirectedDllSupport = 2
    Property(S): USERNAME =  
    Property(S): COMPANYNAME =  
    Property(S): DATABASE = C:\WINDOWS\Installer\1a8a7c.msi
    Property(S): OriginalDatabase = C:\WINDOWS\Installer\1a8a7c.msi
    Property(S): UILevel = 3
    Property(S): Preselected = 1
    Property(S): ACTION = INSTALL
    Property(S): CostingComplete = 1
    Property(S): OutOfDiskSpace = 0
    Property(S): OutOfNoRbDiskSpace = 0
    Property(S): PrimaryVolumeSpaceAvailable = 0
    Property(S): PrimaryVolumeSpaceRequired = 0
    Property(S): PrimaryVolumeSpaceRemaining = 0
    === Fine registrazione: 26/05/2017  9.48.39 ===

  • Hello RobertoUgolini,

    this one is easy - the errors just tell that no competitor product has been found.

    Christian

  • Hello RobertoUgolini,

    the actual error is "somewhere above", the 1704 just starts the summary and Properties dump.
    Any other logs (in your or the system temp) the from this run? The sauconf.xml is an optional file in the CID.

    Christian

  • OMG! I can't believe that: the problem was simply that the installer can't unistall the "competitor" software (just because no other software was installed!!). I did't check this box during the installation.... and everything is ok now.

     

    Thank you very much for your support!

    You're great!

    Roberto