SAV did not update. hard to uninstall. new install impossible. have auto update install log file. had that issue

Hello --3,

it's not possible to help you with some details. First of all, which platform and which product - Home, Central, SEC?

Normally if SAV did not update a reinstall is neither necessary nor the first action one should take. Sp please give some details what new install impossible is, if possible post the related logs.

Christian   

SES (escw_107_sa), without firewall. win7-64.

machine was trying and trying to update, wanted to stop that. upon uninstall have been told that another process is using autoupdate, so went to regedit as listed in help here.

upon install I am told sophos auto update service could not be installed and I am asked if I have sufficient permission to install system services. until now I had ;-) - I am the sole user of my PC.

services shows: auto update cannot be found, code 2.

thank you!

Hello --3,

so it's the enterprise stand-alone version - set to update from Sophos?

went to regedit as listed in help
there are dozens of articles (if these are what you mean by here) mentioning regedit, it's not obvious which one you are referring to. Is the AutoUpdate service installed, i.e. listed when you open services.msc? sufficient permission is just a guess when access is denied, the log could give a hint what the cause might be (as it not only give an exact message but also the context).

Christian

meant this: https://community.sophos.com/products/endpoint-security-control/f/sophos-endpoint-software/2459/sophos-msi-failed

update from sophos.

autoupdate cannot be installed, service can't start. cannot post log, as it is 50kb too big.

meant this: https://community.sophos.com/products/endpoint-security-control/f/sophos-endpoint-software/2459/sophos-msi-failed

update from sophos.

autoupdate cannot be installed, service can't start. cannot post log, as it is 50kb too big.

Hello --3,

I see, quite old.

service can't start
but is it "installed" (and can't be started)? If it appears in services.msc and the Path to executable is set (normally %Program Files (x86)%\Sophos\AutoUpdate\ALsvc.exe), does the executable exist?

50kb too big
I've seen larger ones here. Where did "it" say too big? Just dragged a 60kB file into the editor window without problems. Anyway, you could zip it up, it'll shrink significantly.

Christian

I uninstalled all, no more sophos at x86, no more service.

the file was 1077kb, 1024 are allowed. great.

now tried to install sophos free home. replies: cannot continue while sophos anti-virus is installed. wow ...

could reset system to pre-yesterday ...

did that. now as it was: sophos cannot start and/or update. on-access-scans deactivated. no more AV. service swi_update_64 says: reconfigure sophos web intelligence components. how?

"no connection to server" (although given permission in firewall), no access to any config in SAV. would be happier with a working AV ... thanks for any help!

that is the auto update install log from yesterday, when I couldn't make it update.Sophos AutoUpdate Install Log.zip

locked out!

still hope for help! thanks!

Hello --3,

this is a strange state. You have the Sophos icon in the taskbar and can open the GUI? Are you able to open "Updates konfigurieren"?
Apparently there is something Sophos on the machine of you can open the GUI - but according to the log AutoUpdate isn't installed. Where does the GUI run from (Process Explorer can show this)?

Christian

yes, the icon is there, but only update protocol can be opened, not the config. taskmanager shows almon + alsvc.exe, no more. what shall I do? shall I write for support to sophos?

Hello --3,

alsvc.exe is the AutoUpdate Service - it shouldn't run if the Sophos AutoUpdate Service isn't listed under Services (Dienste). Is it listed? You could also search the registry for alsvc.exe. 

A service can be deleted (after it has been stopped - can you stop it?) using sc delete. Perhaps also kill almon and then retry the setup.

Christian

all listed, running, and I can stop them. stopping them and deleting after the effort of uninstalling them (including the use of MS installer cleanup) and then reinstall - all that has been done to where I am now ...

Hello --3,

if the service is deleted the Installer should either fail with a different error or there is an issue with the Services registry key.

Christian

which means what?

at the uninstall I also deleted registry-entries like it was proposed in the link mentioned above. should they reappear with a new installation? or with the system set-back? no sophos at HKLM-software, but at system > CCS > services ...