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Sophos Endpoint Defense - Fails To Install

isoffice

Hi all,

I'm attempting to deploy Sophos Endpoint Security & Control (Version 10.6.4 VE3.67.3) to a Windows 7 Enterprise SP1 (32-bit) PC using Sophos Enterprise Console.

Our Enterprise Console (Version 5.3.1) is displaying an error message "Failed to install Sophos Endpoint Defense: An unknown exception has occurred".

However, the following components are successfully installed: Sophos Anti-Virus, Sophos AutoUpdate & Sophos Remote Management System.

Below is an extract from the updating log (alc.log) on the target PC.

Time: 08/03/2017 16:15:53

Message: WARNING: Restart needed for updates to take effect
Module: ALUpdate
Process ID: 760
Thread ID: 4088

Time: 08/03/2017 16:15:52
Message: There was an unexpected error: EXCEPTION_ILLEGAL_INSTRUCTION at 0x6250C7D4.
Module: ALUpdate
Process ID: 760
Thread ID: 2804

Time: 08/03/2017 16:15:52
Message: Installing Product Sophos Endpoint Defense
Module: ALUpdate
Process ID: 760
Thread ID: 2804

Any suggestions as to what may be happening here and how to resolve it would be much appreciated.

Best regards,

John P



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  • 0

    Hello John P.

    is there an associated install log in \Windows\Temp\? Maybe didn't get as far as writing a log though.

    Christian

  • 0 in reply to QC

    Hi Christian,

    Thank you for your reply.

    You're right in thinking that no log file is created in C:\Windows\Temp. There are log files created for the components which are successfully installed (Sophos Anti-Virus, AutoUpdate & Remote Management System).

    However, nothing appears to be amiss in these log files (that I can see anyway) that would indicate the reason for the failure.

    I have opened a call with Sophos Support and submitted outputs from the Sophos Diagnostic Utility ran on both client PC and Enterprise Console server.

    I will post any further developments.

    Many thanks,

    John P.

    2 x SG450 (Version 9.714-4)

    HA = Active-Passive

Reply
  • 0 in reply to QC

    Hi Christian,

    Thank you for your reply.

    You're right in thinking that no log file is created in C:\Windows\Temp. There are log files created for the components which are successfully installed (Sophos Anti-Virus, AutoUpdate & Remote Management System).

    However, nothing appears to be amiss in these log files (that I can see anyway) that would indicate the reason for the failure.

    I have opened a call with Sophos Support and submitted outputs from the Sophos Diagnostic Utility ran on both client PC and Enterprise Console server.

    I will post any further developments.

    Many thanks,

    John P.

    2 x SG450 (Version 9.714-4)

    HA = Active-Passive

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