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Failed to install SAVXP - Windows 10

Tara Heffer

Hi,

 

I am attempting to install Endpoint onto a device that had previous runtime errors, whilst i am now having it communicate back to the Enterprise Console it is unfortunately not installing the additional components and coming back with the error "failed to install SAVXP"

I have looked at the logs but cannot make heads or tails of them as i am a complete novice, can anyone advise?

 

Many thanks

Tara

 

i have only added a snippet of the logs as they are too large to upload, let me know if thats enough.



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    2018-01-19 15:47:08 Unable to delete registry value: SOFTWARE\Sophos\AutoUpdate\UpdateStatus\CrtResult, assuming it does not exist
    2018-01-19 15:47:08 INFO: Unable to find the CRT directory, continuing with installation.
    2018-01-19 15:47:08 PROCESSOR_ARCHITECTURE environment variable is: AMD64
    2018-01-19 15:47:08 Info: Logging started: installing/upgrading Sophos Anti-Virus
    2018-01-19 15:47:08 Info: InstallFromPath is: C:\ProgramData\Sophos\AutoUpdate\cache\savxp\
    2018-01-19 15:47:08 Info: InstallToPath is:
    2018-01-19 15:47:08 Info: Detected version of SAV has major version number: 10
    2018-01-19 15:47:08 Info: Detected version of SAV has minor version number: 7
    2018-01-19 15:47:08 Info: registryInstallTo [overriding InstallToPath] is: C:\Program Files (x86)\Sophos\Sophos Anti-Virus\
    2018-01-19 15:47:08 Checking for problem versions of SAVI - Install path:C:\Program Files (x86)\Sophos\Sophos Anti-Virus\
    2018-01-19 15:47:08 Veex.dll version '3.69.2.2293'
    2018-01-19 15:47:08 INFO: Checking the validity of the VDL manifest file.
    2018-01-19 15:47:09 INFO: The manifest file has been successfully validated.
    2018-01-19 15:47:09 INFO: Checking the validity of the AppFeed manifest file.
    2018-01-19 15:47:09 INFO: The manifest file has been successfully validated.
    2018-01-19 15:47:09 PROCESSOR_ARCHITECTURE environment variable is: AMD64
    2018-01-19 15:47:09 Info: SetupPlugin: updateProps.m_MajorUpdate = 0
    2018-01-19 15:47:09 Info: SetupPlugin: updateProps.m_DataOnlyUpdate = 1
    2018-01-19 15:47:09 Info: SetupPlugin: updateProps.m_OnAccessDriverUpdate = 0
    2018-01-19 15:47:09 Info: SetupPlugin: updateProps.m_BootDriverUpdate = 0
    2018-01-19 15:47:09 Info: SetupPlugin: updateProps.m_ClassFilterUpdate = 0
    2018-01-19 15:47:09 Info: SetupPlugin: updateProps.m_KMSDriverUpdate = 0
    2018-01-19 15:47:09 Info: Managed install (from SAU)
    2018-01-19 15:47:09 Check for UI changes
    2018-01-19 15:47:09 UIType in registry: full
    2018-01-19 15:47:09 Unable to QI IProductConfig
    2018-01-19 15:47:09 Info: productType: 0
    2018-01-19 15:47:09 ProductType in registry: 0
    2018-01-19 15:47:09 Checking the integrity of the extant SAV installation (noUI is 0)
    2018-01-19 15:47:09 The is a complete SAV installation. Skipping recovery.
    2018-01-19 15:47:09 Info: SAVService is either not present or disabled.
    2018-01-19 15:47:09 Info: SAVAdminService is either not present or disabled.
    2018-01-19 15:47:09 ERROR: Failed to open handle to service. Error code: 1060
    2018-01-19 15:47:09 Info: The product is not installed correctly. MSI update required.
    2018-01-19 15:47:09 Info: Performing major update of Sophos Anti-Virus using msi.
    2018-01-19 15:47:09 Info: Update is signalled.
    2018-01-19 15:47:09 In KB2918614Workaround().
    2018-01-19 15:47:09 Leaving KB2918614Workaround().
    2018-01-19 15:47:09 Product code of SAV currently installed: {65323B2D-83D4-470D-A209-D769DB30BBDB}
    2018-01-19 15:47:09 Product code of SAV to be installed:     {65323B2D-83D4-470D-A209-D769DB30BBDB}
    2018-01-19 15:47:09 Info: Added SAVService to ServicesList.
    2018-01-19 15:47:10 Info: Added SAVAdminService to ServicesList.
    2018-01-19 15:47:10 Info: Added Sophos Device Control Service to ServicesList.
    2018-01-19 15:47:10 Info: Added SophosBootDriver to ServicesList.
    2018-01-19 15:47:10 Info: Added swi_service to ServicesList.
    2018-01-19 15:47:10 Info: Added swi_filter to ServicesList.
    2018-01-19 15:47:10 Info: Added Sophos Web Control Service to ServicesList.
    2018-01-19 15:47:10 Info: Added SAVOnAccess to ServicesList.
    2018-01-19 15:47:10 Info: Added SAV to ComponentList.
    2018-01-19 15:47:10 Info: component SDC is not registered - skipping.
    2018-01-19 15:47:10 Info: component SCS is not registered - skipping.
    2018-01-19 15:47:10 Info: Added SWI to ComponentList.
    2018-01-19 15:47:10 Info: Added SWC to ComponentList.
    2018-01-19 15:47:10 UpdateVersionInfo(), SAU can't supply version info - using msi version
    2018-01-19 15:47:10 Info: PutSetupOptionsToRegistry
    2018-01-19 15:47:10 Info: Check MSXML
    2018-01-19 15:47:10 Info: Check boot driver and kms driver
    2018-01-19 15:47:10 Info: upgrading an existing installation of SAV
    2018-01-19 15:47:10 Info: Transform file returned:
    2018-01-19 15:47:10 Info: SAVService was found to not be installed - skipping.
    2018-01-19 15:47:10 Info: SAVAdminService was found to not be installed - skipping.
    2018-01-19 15:47:10 Info: Sophos Device Control Service was found to not be installed - skipping.
    2018-01-19 15:47:10 Info: SophosBootDriver was found to not be installed - skipping.
    2018-01-19 15:47:10 Info: swi_service was found to not be installed - skipping.
    2018-01-19 15:47:10 Info: swi_filter was found to not be installed - skipping.
    2018-01-19 15:47:10 Info: Added Sophos Web Control Service to ServicesList.
    2018-01-19 15:47:10 Info: All services reported they accept stop controls.
    2018-01-19 15:47:10 Info: SAV Setup plugin: running MsiInstallProduct (C:\ProgramData\Sophos\AutoUpdate\cache\savxp\Sophos Anti-Virus.msi, REINSTALLMODE=vmuso REINSTALL=ALL REBOOT=ReallySuppress UITYPE=full PRODUCTTYPE=0  UPDATEDRIVERS=0 UPDATECLASSFILTER=0 UPDATEBOOTDRIVERS=0 UPDATEKMSDRIVERS=1 SAVIONLY=0 MANAGED=1 RECOVERYMODE=1 DATACONTROL=1 DEVICECONTROL=1 WEBCONTROL=1)
    === Verbose logging started: 1/19/2018  15:47:10  Build type: SHIP UNICODE 5.00.10011.00  Calling process: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\ALUpdate.exe ===
    MSI (c) (2C:08) [15:47:10:194]: Resetting cached policy values
    MSI (c) (2C:08) [15:47:10:194]: Machine policy value 'Debug' is 0
    MSI (c) (2C:08) [15:47:10:194]: ******* RunEngine:
               ******* Product: C:\ProgramData\Sophos\AutoUpdate\cache\savxp\Sophos Anti-Virus.msi
               ******* Action:
               ******* CommandLine: **********
    MSI (c) (2C:08) [15:47:10:194]: Client-side and UI is none or basic: Running entire install on the server.
    MSI (c) (2C:08) [15:47:10:194]: Grabbed execution mutex.
    MSI (c) (2C:08) [15:47:10:366]: Cloaking enabled.
    MSI (c) (2C:08) [15:47:10:366]: Attempting to enable all disabled privileges before calling Install on Server
    MSI (c) (2C:08) [15:47:10:366]: Incrementing counter to disable shutdown. Counter after increment: 0
    MSI (s) (98:0C) [15:47:10:366]: Running installation inside multi-package transaction C:\ProgramData\Sophos\AutoUpdate\cache\savxp\Sophos Anti-Virus.msi
    MSI (s) (98:0C) [15:47:10:366]: Grabbed execution mutex.
    MSI (s) (98:6C) [15:47:10:382]: Resetting cached policy values
    MSI (s) (98:6C) [15:47:10:382]: Machine policy value 'Debug' is 0
    MSI (s) (98:6C) [15:47:10:382]: ******* RunEngine:

    ******* Product: C:\ProgramData\Sophos\AutoUpdate\cache\savxp\Sophos Anti-Virus.msi

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    2018-01-19 15:47:08 Unable to delete registry value: SOFTWARE\Sophos\AutoUpdate\UpdateStatus\CrtResult, assuming it does not exist
    2018-01-19 15:47:08 INFO: Unable to find the CRT directory, continuing with installation.
    2018-01-19 15:47:08 PROCESSOR_ARCHITECTURE environment variable is: AMD64
    2018-01-19 15:47:08 Info: Logging started: installing/upgrading Sophos Anti-Virus
    2018-01-19 15:47:08 Info: InstallFromPath is: C:\ProgramData\Sophos\AutoUpdate\cache\savxp\
    2018-01-19 15:47:08 Info: InstallToPath is:
    2018-01-19 15:47:08 Info: Detected version of SAV has major version number: 10
    2018-01-19 15:47:08 Info: Detected version of SAV has minor version number: 7
    2018-01-19 15:47:08 Info: registryInstallTo [overriding InstallToPath] is: C:\Program Files (x86)\Sophos\Sophos Anti-Virus\
    2018-01-19 15:47:08 Checking for problem versions of SAVI - Install path:C:\Program Files (x86)\Sophos\Sophos Anti-Virus\
    2018-01-19 15:47:08 Veex.dll version '3.69.2.2293'
    2018-01-19 15:47:08 INFO: Checking the validity of the VDL manifest file.
    2018-01-19 15:47:09 INFO: The manifest file has been successfully validated.
    2018-01-19 15:47:09 INFO: Checking the validity of the AppFeed manifest file.
    2018-01-19 15:47:09 INFO: The manifest file has been successfully validated.
    2018-01-19 15:47:09 PROCESSOR_ARCHITECTURE environment variable is: AMD64
    2018-01-19 15:47:09 Info: SetupPlugin: updateProps.m_MajorUpdate = 0
    2018-01-19 15:47:09 Info: SetupPlugin: updateProps.m_DataOnlyUpdate = 1
    2018-01-19 15:47:09 Info: SetupPlugin: updateProps.m_OnAccessDriverUpdate = 0
    2018-01-19 15:47:09 Info: SetupPlugin: updateProps.m_BootDriverUpdate = 0
    2018-01-19 15:47:09 Info: SetupPlugin: updateProps.m_ClassFilterUpdate = 0
    2018-01-19 15:47:09 Info: SetupPlugin: updateProps.m_KMSDriverUpdate = 0
    2018-01-19 15:47:09 Info: Managed install (from SAU)
    2018-01-19 15:47:09 Check for UI changes
    2018-01-19 15:47:09 UIType in registry: full
    2018-01-19 15:47:09 Unable to QI IProductConfig
    2018-01-19 15:47:09 Info: productType: 0
    2018-01-19 15:47:09 ProductType in registry: 0
    2018-01-19 15:47:09 Checking the integrity of the extant SAV installation (noUI is 0)
    2018-01-19 15:47:09 The is a complete SAV installation. Skipping recovery.
    2018-01-19 15:47:09 Info: SAVService is either not present or disabled.
    2018-01-19 15:47:09 Info: SAVAdminService is either not present or disabled.
    2018-01-19 15:47:09 ERROR: Failed to open handle to service. Error code: 1060
    2018-01-19 15:47:09 Info: The product is not installed correctly. MSI update required.
    2018-01-19 15:47:09 Info: Performing major update of Sophos Anti-Virus using msi.
    2018-01-19 15:47:09 Info: Update is signalled.
    2018-01-19 15:47:09 In KB2918614Workaround().
    2018-01-19 15:47:09 Leaving KB2918614Workaround().
    2018-01-19 15:47:09 Product code of SAV currently installed: {65323B2D-83D4-470D-A209-D769DB30BBDB}
    2018-01-19 15:47:09 Product code of SAV to be installed:     {65323B2D-83D4-470D-A209-D769DB30BBDB}
    2018-01-19 15:47:09 Info: Added SAVService to ServicesList.
    2018-01-19 15:47:10 Info: Added SAVAdminService to ServicesList.
    2018-01-19 15:47:10 Info: Added Sophos Device Control Service to ServicesList.
    2018-01-19 15:47:10 Info: Added SophosBootDriver to ServicesList.
    2018-01-19 15:47:10 Info: Added swi_service to ServicesList.
    2018-01-19 15:47:10 Info: Added swi_filter to ServicesList.
    2018-01-19 15:47:10 Info: Added Sophos Web Control Service to ServicesList.
    2018-01-19 15:47:10 Info: Added SAVOnAccess to ServicesList.
    2018-01-19 15:47:10 Info: Added SAV to ComponentList.
    2018-01-19 15:47:10 Info: component SDC is not registered - skipping.
    2018-01-19 15:47:10 Info: component SCS is not registered - skipping.
    2018-01-19 15:47:10 Info: Added SWI to ComponentList.
    2018-01-19 15:47:10 Info: Added SWC to ComponentList.
    2018-01-19 15:47:10 UpdateVersionInfo(), SAU can't supply version info - using msi version
    2018-01-19 15:47:10 Info: PutSetupOptionsToRegistry
    2018-01-19 15:47:10 Info: Check MSXML
    2018-01-19 15:47:10 Info: Check boot driver and kms driver
    2018-01-19 15:47:10 Info: upgrading an existing installation of SAV
    2018-01-19 15:47:10 Info: Transform file returned:
    2018-01-19 15:47:10 Info: SAVService was found to not be installed - skipping.
    2018-01-19 15:47:10 Info: SAVAdminService was found to not be installed - skipping.
    2018-01-19 15:47:10 Info: Sophos Device Control Service was found to not be installed - skipping.
    2018-01-19 15:47:10 Info: SophosBootDriver was found to not be installed - skipping.
    2018-01-19 15:47:10 Info: swi_service was found to not be installed - skipping.
    2018-01-19 15:47:10 Info: swi_filter was found to not be installed - skipping.
    2018-01-19 15:47:10 Info: Added Sophos Web Control Service to ServicesList.
    2018-01-19 15:47:10 Info: All services reported they accept stop controls.
    2018-01-19 15:47:10 Info: SAV Setup plugin: running MsiInstallProduct (C:\ProgramData\Sophos\AutoUpdate\cache\savxp\Sophos Anti-Virus.msi, REINSTALLMODE=vmuso REINSTALL=ALL REBOOT=ReallySuppress UITYPE=full PRODUCTTYPE=0  UPDATEDRIVERS=0 UPDATECLASSFILTER=0 UPDATEBOOTDRIVERS=0 UPDATEKMSDRIVERS=1 SAVIONLY=0 MANAGED=1 RECOVERYMODE=1 DATACONTROL=1 DEVICECONTROL=1 WEBCONTROL=1)
    === Verbose logging started: 1/19/2018  15:47:10  Build type: SHIP UNICODE 5.00.10011.00  Calling process: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\ALUpdate.exe ===
    MSI (c) (2C:08) [15:47:10:194]: Resetting cached policy values
    MSI (c) (2C:08) [15:47:10:194]: Machine policy value 'Debug' is 0
    MSI (c) (2C:08) [15:47:10:194]: ******* RunEngine:
               ******* Product: C:\ProgramData\Sophos\AutoUpdate\cache\savxp\Sophos Anti-Virus.msi
               ******* Action:
               ******* CommandLine: **********
    MSI (c) (2C:08) [15:47:10:194]: Client-side and UI is none or basic: Running entire install on the server.
    MSI (c) (2C:08) [15:47:10:194]: Grabbed execution mutex.
    MSI (c) (2C:08) [15:47:10:366]: Cloaking enabled.
    MSI (c) (2C:08) [15:47:10:366]: Attempting to enable all disabled privileges before calling Install on Server
    MSI (c) (2C:08) [15:47:10:366]: Incrementing counter to disable shutdown. Counter after increment: 0
    MSI (s) (98:0C) [15:47:10:366]: Running installation inside multi-package transaction C:\ProgramData\Sophos\AutoUpdate\cache\savxp\Sophos Anti-Virus.msi
    MSI (s) (98:0C) [15:47:10:366]: Grabbed execution mutex.
    MSI (s) (98:6C) [15:47:10:382]: Resetting cached policy values
    MSI (s) (98:6C) [15:47:10:382]: Machine policy value 'Debug' is 0
    MSI (s) (98:6C) [15:47:10:382]: ******* RunEngine:

    ******* Product: C:\ProgramData\Sophos\AutoUpdate\cache\savxp\Sophos Anti-Virus.msi

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