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Sophos Client will not update

David Lambert

We just recently deployed Sophos in a business environment. All went well except two of our machines that when installed the client will not update. We have uninstalled/reinstalled the client on both machines to no effect. Under the central admin console when we try to update it just shows update failed. We have made sure all firewalls are off.

 

Any other suggestions we can try?



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  • 0 in reply to David Lambert

    Given:

    SetupDLLManager::Install Failed to install product E17FE03B-0501-4aaa-BC69-0129D965F311 10.7.6.117.

    This would suggest it is failing to install SAV. 

    If you look under: \windows\temp\ you should have a pair of Sophos Installation logs.  You can tell they are a pair given the timestamps in the name.  They start Sophos Anti-Virus....

    I assume one is the MSI log, the other is the Custom Action log file.  Maybe just sort by "Date modified", they are probably at the top, i.e. the most recent files.

    Regards,

    Jak

  • 0 in reply to jak

    Here is what they read

     

    2018-01-04 08:23:35 Call to MsiGetProductInfo failed for product {9AC08E99-230B-47e8-9721-4577B7F124EA} with error code: 1608
    2018-01-04 08:23:35 Call to MsiGetProductInfo failed for product {8675339C-128C-44DD-83BF-0A5D6ABD8297} with error code: 1608
    2018-01-04 08:23:35 Info: Running competitor removal tool
    2018-01-04 08:23:35 Unable to delete registry value: SOFTWARE\Sophos\AutoUpdate\UpdateStatus\CrtResult, assuming it does not exist
    2018-01-04 08:23:35 Searching for third-party security software.
    2018-01-04 08:25:41 Return Code 16 from third-party security software removal tool.
    2018-01-04 08:25:41 ERROR: Unable to remove competitor Anti-Virus.
    2018-01-04 08:25:41 FAILED: Unable to install Sophos Anti-Virus

     

    I didn't have an antivirus before this. Unless you count Windows Defender. I'm on windows 10.

     

    Should I try to uninstall the client again and clean the registry good?

  • 0 in reply to David Lambert

    Is there an avremove.log in \windows\temp that will tell us more?

  • 0 in reply to jak

    I did not find an avremove.log in that folder

  • 0 in reply to David Lambert

    Hello David Lambert,

    if the initial setup runs under a user account this log might be in the user's %Temp% directory.

    Christian

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