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Failed to install clean64: unexpected error.

Bruno Novis

I´ve been trying to update sophos endpoint.

I had uninstall it 3 times. One of then using MIcrosoft fix tool to remove it.

After some tries it finally installed but it´s not updating.

As you can see in the print, all services are running unless Sophos Clean Service.

if i try to start i got the error below:

 

After make some research i found that i should reinstall Hitmanpro

Tried the article: https://community.sophos.com/kb/en-us/120450 - Didn´t work.

 

Tried to uninstal Clean64 via C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\clean64, didn´t work.

Any idea?



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  • 0

    Hello Bruno Novis,

    I´ve been trying to update sophos endpoint
    I'm not sure what you were doing or why you were trying to update as it should automatically update itself, shouldn't it? And why did you have to uninstall it 3 times?

    The Fix-It does not uninstall, it just removes the Installer information so that a subsequent install runs as a fresh install. Dunno how the version you are using (which one - Central, SESC, perhaps Home) should handle Clean - there have been recent changes.
    As service control says: cannot find the file you should open the Properties and check the path, it's normally C:\Program Files\Sophos\Clean\SophosClean.exe. If it isn't there or the folder doesn't exist it's not installed. And the service entry is a leftover. The uninstall is supposed to be run from the Programs directory (and might fail when run if the install isn't complete).

    Christian

  • 0 in reply to QC

    Hi Christian.

     

    Thanks for your reply.

    I´m using sophos Endpoint connected to a Sophos central.

    I´ve been stuck in this issue for one week.

    It should update by itself but it´s not working.

     

     

     

    There is no clean folder in the path:

    C:\Program Files\Sophos\Clean\

    Below the sophosUpdate.log

    2017-12-21T08:46:17.155Z [ 6784] INFO ProductInstaller::DeploySetupDLLs Skipped installation of component 243DECCD-8080-410D-A45F-77F2182715EE 1.2.0.115
    2017-12-21T08:46:17.155Z [ 6784] INFO ProductInstaller::DeploySetupDLLs Skipped installation of component 244E68BF-E1BB-4A6B-AC18-A492DE0134C0 3.6.10.611.1
    2017-12-21T08:46:17.155Z [ 6784] INFO ProductInstaller::DeploySetupDLLs Skipped installation of component 3CE954A1-0F41-4D9B-B2F0-58AA75334DFD 2.0.4.198
    2017-12-21T08:46:17.155Z [ 6784] INFO ProductInstaller::DeploySetupDLLs Skipped installation of component 5CD1A7B6-812E-47A1-A986-3A6D5D5C19F5 1.2.22
    2017-12-21T08:46:17.155Z [ 6784] INFO ProductInstaller::DeploySetupDLLs Skipped installation of component 6DA9E48A-5756-47E9-BAA3-F0286CF945BF 2.6.0.71
    2017-12-21T08:46:17.155Z [ 6784] INFO ProductInstaller::DeploySetupDLLs Skipped installation of component 7F682906-6E49-481B-89C5-2DCA36720F4F 1.0.0.21.2
    2017-12-21T08:46:17.155Z [ 6784] INFO ProductInstaller::DeploySetupDLLs Skipped installation of component 8087796B-2289-4897-98A5-58FF23DAAFD0 1.3.2.40
    2017-12-21T08:46:17.155Z [ 6784] INFO ProductInstaller::DeploySetupDLLs Skipped installation of component 8580B6E7-AD8F-4c42-8085-ABD5765C98C5 4.7.15.0
    2017-12-21T08:46:17.155Z [ 6784] INFO ProductInstaller::DeploySetupDLLs Skipped installation of component 8E360AC3-A63E-48C8-AAC0-B02090ED484C 4.3.60.60
    2017-12-21T08:46:17.155Z [ 6784] INFO ProductInstaller::DeploySetupDLLs Skipped installation of component CD297D6B-58A5-474F-8A0D-0A15803B8B50 1.0.0.564
    2017-12-21T08:46:17.155Z [ 6784] INFO ProductInstaller::DeploySetupDLLs Skipped installation of component E17FE03B-0501-4aaa-BC69-0129D965F311 10.7.6.117
    2017-12-21T08:46:17.155Z [ 6784] INFO ProductInstaller::DeploySetupDLLs Skipped installation of component SDU RECOMMENDED
    2017-12-21T08:46:17.155Z [ 6784] INFO ProductInstaller::DeploySetupDLLs Installing component 7A91E6C5-57F2-406E-94BC-E03DC13C6445 3.7.20.1.
    2017-12-21T08:46:17.155Z [ 6784] INFO ProductInstaller::MakeSetupDLLPath Setup DLL path C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\clean64\Setup.dll.
    2017-12-21T08:46:17.155Z [ 6784] INFO ProductInstaller::DeploySetupDLLs Setup path C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\clean64\Setup.dll.
    2017-12-21T08:46:17.155Z [ 6784] INFO check_manifest Checking manifest:C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\clean64\manifest.dat
    2017-12-21T08:46:17.295Z [ 6784] INFO SetupDLLManager::OpenDll Trying to load setup.dll of product 7A91E6C5-57F2-406E-94BC-E03DC13C6445 3.7.20.1.
    2017-12-21T08:46:17.295Z [ 6784] INFO SetupDLLManager::OpenDll Setup DLL loaded C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\clean64\Setup.dll.
    2017-12-21T08:46:17.295Z [ 6784] INFO SetupDLLManager::Install Trying interface IProductSetup2 of product 7A91E6C5-57F2-406E-94BC-E03DC13C6445 3.7.20.1.
    2017-12-21T08:46:17.295Z [ 6784] INFO SetupDLLManager::Install Successfully established interface IProductSetup2.
    2017-12-21T08:46:17.295Z [ 6784] INFO SetupDLLManager::Install Reboot state: 0
    2017-12-21T08:46:17.295Z [ 6784] INFO SetupDLLManager::Install Failed to install product 7A91E6C5-57F2-406E-94BC-E03DC13C6445 3.7.20.1.
    2017-12-21T08:46:17.295Z [ 6784] INFO Telemetry::LoadTelemetrySupplement Telemetry::LoadTelemetrySupplement 350: Telemetry Interval set to 86400 seconds
    2017-12-21T08:46:17.295Z [ 6784] INFO Telemetry::LoadDocument Telemetry::LoadDocument 222: C:\ProgramData\Sophos\AutoUpdate\\Config\TelemetryConfig.json loaded
    2017-12-21T08:46:17.295Z [ 6784] INFO Telemetry::LoadTelemetrySupplement Telemetry::LoadTelemetrySupplement 391: Telemetry Interval updated to 86400 seconds
    2017-12-21T08:46:17.295Z [ 6784] INFO Telemetry::CalculateLastTelemtryTime Telemetry::CalculateLastTelemtryTime 138: Telemetry last ran at 2017-12-20 12:34:04, Offset 909, Offset Time 2017-12-20 12:49:13
    2017-12-21T08:46:17.295Z [ 6784] INFO Telemetry::HasTelemetrySchedulePeriodElapsed Telemetry::HasTelemetrySchedulePeriodElapsed 161: Telemetry schedule has not elapsed.
    2017-12-21T08:46:17.311Z [ 6784] INFO IPCSender::Write IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>Install.Failure</ID><StringID>103</StringID><Sender>SophosUpdate</Sender><Insert>clean64</Insert><Insert>80041f04</Insert></ErrorMessage><ReadableMessage>ERROR: Product installation failed: clean64</ReadableMessage></Config>
    2017-12-21T08:46:17.311Z [ 6784] INFO WinMain SophosUpdate has completed with the result 4.
    2017-12-21T08:46:17.311Z [ 6864] INFO IPCSender::ProcessSend IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>Install.Failure</ID><StringID>103</StringID><Sender>SophosUpdate</Sender><Insert>clean64</Insert><Insert>80041f04</Insert></ErrorMessage><ReadableMessage>ERROR: Product installation failed: clean64</ReadableMessage></Config>
    2017-12-21T08:46:17.311Z [ 6864] INFO IPCSender::ProcessSend IPCSender::ProcessSend: No messages in queue, starting to wait
    2017-12-21T08:46:18.325Z [ 6864] INFO IPCSender::ProcessSend IPCSender::ProcessSend exiting
    2017-12-21T08:46:18.325Z [ 6864] INFO `anonymous-namespace'::SenderThreadFn::operator() Sender thread finished.
    2017-12-21T08:46:18.325Z [ 6784] INFO StatePersister::Save Overwriting state file C:\ProgramData\Sophos\AutoUpdate\data\status\SophosUpdateStatus.xml

  • 0 in reply to Bruno Novis

    Hello Bruno Novis,

    there should be a Sophos Clean Install log in \Windows\Temp\.

    Christian

  • 0 in reply to QC

    Hello Christian

    Follow the last log file:

    a 2017-12-21 09:45:45.557 [5212:4112] - Beginning install
    a 2017-12-21 09:45:45.557 [5212:4112] - Running installation from C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\clean64
    a 2017-12-21 09:45:45.557 [5212:4112] - Running: C:\Program Files\Sophos\Clean\SophosClean.exe commandline: C:\Program Files\Sophos\Clean\SophosClean.exe /uninstallsophos
    e 2017-12-21 09:45:45.557 [5212:4112] - Install failed with exception: Failed to create process. Error: 3

     

  • 0 in reply to Bruno Novis

    Hello Bruno Novis,

    looks like it thinks that Clean is installed and attempts to uninstall first. I'd create the C:\Program Files\Sophos\Clean\SophosClean.exe folder and copy the two .exes to it, then either let it attempt to install/update or first run the uninstall.exe manually.

    Christian

  • 0 in reply to QC

    Hello Again.

     

    It worked, now i´m the Endpoint is able to update.

     

    Thanks a lot for your help again.

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