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Re-installation of endpoint failed on windows

easter ray
I tried to re-install sophos endpoint on windows
 
but got some error
 
2019-08-19T08:39:26.8835112Z INFO : trySendRequestThroughPotentialProxy returning response with status code: 200
2019-08-19T08:39:26.9005010Z INFO : Cleaning up extracted files
2019-08-19T08:39:27.9770161Z INFO : FindMainWindow: pid=0
2019-08-19T08:39:28.0290163Z ERROR : Exception: create_directories(p): invalid argument: operation not permitted
 
not sure if it is due to some remaining files from last installation.
 
any insight would be appreicated!


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  • 0

    Hi Ray,

    I'd check to see if there's any permissions restricting the creation of the Sophos folders in C:\ProgramData\, C:\Program Files\, and C:\Program Files (x86)\.

    Though from the log we might not have enough information to troubleshoot.  Could you provide us with the full install log as well as the name of this log file?

  • 0 in reply to MEric

    Fullscreen SophosCloudInstaller_20190819_114616.log Download 
    Started C:\Users\lma\AppData\Local\Temp\sfl-338d1411\Setup.exe
2019-08-19T11:46:16.4580403Z INFO : Stage 1 command-line options:
2019-08-19T11:46:16.4580403Z INFO : ---
2019-08-19T11:46:16.4590401Z INFO : Quiet mode on: 0
2019-08-19T11:46:16.4600399Z INFO : Automatic Proxy detection disabled: 0
2019-08-19T11:46:16.4600399Z INFO : No feedback mode on: 0
2019-08-19T11:46:16.4610390Z INFO : Dump feedback enabled: 0
2019-08-19T11:46:16.4620440Z INFO : Bypass competitor removal: 0
2019-08-19T11:46:16.4620440Z INFO : Using CRT catalog file path: --
2019-08-19T11:46:16.4630408Z INFO : Only register endpoint with Central: 0
2019-08-19T11:46:16.4640436Z INFO : Log messages between endpoint and Central: 0
2019-08-19T11:46:16.4640436Z INFO : Log command-line passed to executables: 0
2019-08-19T11:46:16.4640436Z INFO : Using custom server that hosts the installer stage2 filename : --
2019-08-19T11:46:16.4650443Z INFO : Using cloud user: --
2019-08-19T11:46:16.4650443Z INFO : Using cloud group: --
2019-08-19T11:46:16.4650443Z INFO : Overriding computer name: --
2019-08-19T11:46:16.4660398Z INFO : Overriding computer description: --
2019-08-19T11:46:16.4660398Z INFO : Overriding domain name: --
2019-08-19T11:46:16.4670383Z INFO : Language will be set to: --
2019-08-19T11:46:16.4670383Z INFO : Using message relays: --
2019-08-19T11:46:16.4670383Z INFO : Proxy address: --
2019-08-19T11:46:16.4680383Z INFO : Proxy user name: --
2019-08-19T11:46:16.4680383Z INFO : Using custom customer token: --
2019-08-19T11:46:16.4680383Z INFO : Using specified products: --
2019-08-19T11:46:16.4690383Z INFO : Using certificates from the MCS app data folder.: 0
2019-08-19T11:46:16.4690383Z INFO : Using custom customer id.: --
2019-08-19T11:46:16.4700481Z INFO : ---
2019-08-19T11:46:16.5390396Z INFO : Sending HTTP 'POST' request to: api/download/stage2-details/c44d2691-b821-48e7-80c2-c6c32dead3ca
2019-08-19T11:46:16.5530401Z WARNING : WinHttpGetProxyForUrl returned: 12180
2019-08-19T11:46:16.5540465Z INFO : Attempting to connect using proxy '' of type 'Empty Proxy'.
2019-08-19T11:46:16.5560401Z INFO : Set security protocol: 00000800
2019-08-19T11:46:16.5570526Z INFO : Opening connection to api-cloudstation-us-east-2.prod.hydra.sophos.com
2019-08-19T11:46:16.5570526Z INFO : Request content size: 28
2019-08-19T11:46:17.2310494Z INFO : Sending request
2019-08-19T11:46:17.2320692Z INFO : Request sent
2019-08-19T11:46:17.4470624Z INFO : Sending request
2019-08-19T11:46:17.4480501Z INFO : Request sent
2019-08-19T11:46:17.4480501Z INFO : Response status code: 200
2019-08-19T11:46:17.4480501Z INFO : Response data size: 172
2019-08-19T11:46:17.4490473Z INFO : trySendRequestThroughPotentialProxy returning response with status code: 200
2019-08-19T11:46:17.4500457Z INFO : Parsing message received for Stage 2 filename: '{"mcs_server":"mcs-cloudstation-us-east-2.prod.hydra.sophos.com","stage2_filename":"stage2-1.5.173-83b88d652ef35038b015eb85e6c3afaf11e0588c9126af9b90d9d01b0b768c4e.tar.gz"}'
2019-08-19T11:46:17.4510462Z INFO : Sending HTTP 'GET' request to: full/central/windows/business/installer/stage2-1.5.173-83b88d652ef35038b015eb85e6c3afaf11e0588c9126af9b90d9d01b0b768c4e.tar.gz
2019-08-19T11:46:17.4530449Z WARNING : WinHttpGetProxyForUrl returned: 12180
2019-08-19T11:46:17.4530449Z INFO : Attempting to connect using proxy '' of type 'Empty Proxy'.
2019-08-19T11:46:17.4560518Z INFO : Set security protocol: 00000800
2019-08-19T11:46:17.4570365Z INFO : Opening connection to downloads.sophos.com
2019-08-19T11:46:17.4570365Z INFO : Request content size: 0
2019-08-19T11:46:18.1011906Z INFO : Sending request
2019-08-19T11:46:18.1021836Z INFO : Request sent
2019-08-19T11:46:20.1214903Z INFO : Response status code: 200
2019-08-19T11:46:20.1224915Z INFO : Response data size: 1730770
2019-08-19T11:46:20.1234890Z INFO : trySendRequestThroughPotentialProxy returning response with status code: 200
2019-08-19T11:46:20.1274940Z INFO : Cleaning up extracted files
2019-08-19T11:46:23.9598859Z INFO : FindMainWindow: pid=0
2019-08-19T11:46:24.0139071Z ERROR : Exception: create_directories(p): invalid argument: operation not permitted

    the file name is "SophosCloudInstaller_20190819_114616".

    Even when I run the installer "run as administrator", still same error : "invalid argument: operation not permitted"

  • 0 in reply to easter ray

    Update:

    after disalbe tamper protection in safe mode

    (

    Article ID: 124377
    Title: Sophos Endpoint Defense: How to recover a tamper protected system
    URL: https://sophos.com/kb/124377

    )

    I could proceed but with a new issue which stop the installation

    SophosCloudInstaller_20190820_063244.log

    It looks to me that the uninstall failed and the return code of 1 cannot be found in docs:

    https://community.sophos.com/kb/en-us/120449#Table%20of%20SophosSetup.exe%20return%20codes

    ...

    2019-08-20T07:06:45.4376795Z INFO : About to execute command: UninstallSophosClean
    2019-08-20T07:06:45.4386938Z INFO : Running 'C:\\Program Files (x86)\\Sophos\\Clean\\uninstall.exe' with arguments '--quiet'
    2019-08-20T07:06:45.4397114Z ERROR : UninstallSophosCleanCommand::onRun standard exception: 'CreateProcess' failed. Error: 2
    2019-08-20T07:06:45.4406800Z INFO : Command 'UninstallSophosClean' completed with failure with reboot code '0' and error message '无法下载现有的 Sophos 软件'.
    2019-08-20T07:06:45.4406800Z ERROR : Installation failed.

    ...

    2019-08-20T06:34:00.0241142Z ERROR : Exception: Setup program failed with code: 1

     any insight would be appreicated!

  • 0 in reply to easter ray

    Hi  

    Thank you for providing the logs. It seems that the previous version of the Sophos Clean is unable to get uninstalled. You will need to remove it manually. Kindly back up the registry and then delete the Sophos clean registry from below locations. 

    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall
    ​HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Windows\CurrentVersion\Uninstall
    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Products\
    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UpgradeCodes
    HKEY_CLASSES_ROOT\Installer\UpgradeCodes\
    HKEY_CLASSES_ROOT\Installer\Products\  

    Let me know if it helps. 

    Shweta

    Community Support Engineer | Sophos Technical Support
    Are you a Sophos Partner? | Product Documentation | @SophosSupport | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
    The New Home of Sophos Support Videos! - Visit Sophos Techvids
  • 0 in reply to Shweta

     another issue raised:

    ...

    2019-08-20T10:12:18.4459914Z ERROR : SetupPluginCommand::onRun() failed with ComponentInstaller::InstallError: Failed to install component(s)
    2019-08-20T10:12:18.4459914Z INFO : Command 'SetupPlugin' completed with failure with reboot code '0' and error message '无法安装软件'.
    2019-08-20T10:12:18.4469928Z ERROR : Installation failed.

    ...

    2019-08-20T10:13:05.7195964Z ERROR : Exception: Setup program failed with code: 1

     

     

    SophosCloudInstaller_20190820_095522.log

  • 0 in reply to easter ray

    Hi  

    Thank you for providing the logs. As the log reads, Sophos Anti-virus component is failing to get installed. Can you please check logs of Sophos Anti-Virus Installation under temp location and provide the error. 

    Shweta

    Community Support Engineer | Sophos Technical Support
    Are you a Sophos Partner? | Product Documentation | @SophosSupport | Sign up for SMS Alerts
    If a post solves your question use the 'Verify Answer' link.
    The New Home of Sophos Support Videos! - Visit Sophos Techvids
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