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

I also read the other link you suggest to me (Managing your software subscriptions in Enterprise Console. ) but neither this was useful.

I add on my upgrade subscription also the older versions. I found another folder of SAVXP but when I go to install this in the PC at the end I get an error:" Installazione di SAVXP non riuscita: MSI non è riuscito"

What ??

Hello RobertoUgolini,

trial and error isn't the most efficient method for solving install/uninstall errors. It's better to check the MSI logs, they should help to find the cause of the failure. If necessary please post the relevant part here.

Christian

Hello RobertoUgolini,

trial and error isn't the most efficient method for solving install/uninstall errors. It's better to check the MSI logs, they should help to find the cause of the failure. If necessary please post the relevant part here.

Christian

Facing the Same issue :) , Click Here to know more......

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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