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Failed reinstallation: Unexpected Failure in product state 2

Hello,

after downloading some kind of Video converting freeware it downloadet many strange programs and adware in the background without my permission. Then it killed Sophus so it said, that there was a critical failure with the installation (but it was not installing anyting). Many strange chinese popus annoyed me so i loadet a recoverey from this day but before the installation of this strange freeware. After this the adware (is hopefully) away. But i wanted to make sure it is away so i tryed starting Sophus but it did not work anymore. So i uninstalled it and I tried reinstalling it. While installing it there was a error :
There was an unexpected problem installing Sophos Endpoint Security and Controll. Details: unexpected productstore 2 for product with code:
{788B9788-7F03-4A2B-8258-3445C0278C33}

I allready searched the registry for this string"{788B9788-7F03-4A2B-8258-3445C0278C33}", but it did not find anything

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0 Haridoss Sreenivasan over 6 years ago

Hi Florian,

Please look for the install log/bootstrap in the %temp% and share the log to investigate the issue.

Haridoss Sreenivasan
Technical Support Engineer | Sophos Technical Support
Knowledge Base | @SophosSupport | Video tutorials
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0 Florian von Oepen over 6 years ago in reply to Haridoss Sreenivasan

12.08.2017,23:32:12,Informationen,------------------ Beginning installation of Sophos Anti-Virus and AutoUpdate ------------------,
12.08.2017,23:32:12,Informationen,Setup-Version 3.4.0.457,
12.08.2017,23:32:12,Informationen,Process security set successfully,
12.08.2017,23:32:12,Informationen,Setup-Programm wurde von D:\Pogramme\Sophus gestartet,
12.08.2017,23:32:12,Informationen,Prüfung des Betriebssystems und Auswahl der zu installierenden Sophos Endpoint Security and Control-Version...,
12.08.2017,23:32:12,Informationen,Überprüfung der Version von Internet Explorer...,
12.08.2017,23:32:12,Informationen,Überprüfung auf vorhandene Installation von Sophos Anti-Virus für XP oder Sophos AutoUpdate...,
12.08.2017,23:32:12,FEHLER,Bei der Installation von Sophos Endpoint Security and Control ist ein unerwartetes Problem aufgetreten. Details: Unexpected product state 2 for product with code {788B9788-7F03-4A2B-8258-3445C0278C33},
12.08.2017,23:44:16,Informationen,------------------ Installation program finishing ------------------,

I found it but Iam sorry this is in German, this is the translated Version:

12.08.2017,23: 32: 12, information, ------------------ Starting Sophos Anti-Virus and AutoUpdate ----------- -------,
12.08.2017,23: 32: 12, information, setup version 3.4.0.457,
12.08.2017,23: 32: 12, information, process security set,
12.08.2017,23: 32: 12, information, setup program has been started by D: \ Pogramme \ Sophus,
12.08.2017,23: 32: 12, information, verification of the operating system and selection of the Sophos Endpoint Security and Control version to be installed ...,
12.08.2017,23: 32: 12, information, reviewing the version of Internet Explorer ...,
12.08.2017,23: 32: 12, information, check for existing installation of Sophos Anti-Virus for XP or Sophos AutoUpdate ...,
12.08.2017,23: 32: 12, ERROR, An unexpected problem occurred while installing Sophos Endpoint Security and Control. Details: Unexpected productstore 2 for productwithcode {788B9788-7F03-4A2B-8258-3445C0278C33},
12.08.2017,23: 44: 16, information, ------------------ Installation program finishing ----------------- -
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0 Haridoss Sreenivasan over 6 years ago in reply to Florian von Oepen

Hi Florence,

From the log "check for existing installation of Sophos Anti-Virus for XP or Sophos AutoUpdate ..." I see that the installation is failing due to the left overs from the previous uninstall. Perform a clean uninstall again to restart the machine and reinstall Sophos Endpoint. Please refer to the article How to uninstall Sophos Endpoint Security and Control from the command line or with a batch file. Let me know if this helps resolve your issue.

Haridoss Sreenivasan
Technical Support Engineer | Sophos Technical Support
Knowledge Base | @SophosSupport | Video tutorials
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0 Florian von Oepen over 6 years ago in reply to Haridoss Sreenivasan

I tried that regedit thing but there were no Strings from Sophus left so I could'nt do anything there. Then "Windows installer parameters" seem to work. After that I tried that Batch Document with the net stop "Sophos AutoUpdate Service" but it did just open and imediately close. Then i restartet my Computer but i still could not install it. There is still the same error
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0 Haridoss Sreenivasan over 6 years ago in reply to Florian von Oepen

Hi Florian,

Please try the batch document in the Safe mode.

Haridoss Sreenivasan
Technical Support Engineer | Sophos Technical Support
Knowledge Base | @SophosSupport | Video tutorials
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0 Florian von Oepen over 6 years ago in reply to Haridoss Sreenivasan

ok I reastartet it into safemode but it didn't help. Nothing changed. It just started and directly closed. The installation was also not pissible
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0 Haridoss Sreenivasan over 6 years ago in reply to Florian von Oepen

Hi Florian,

In that case please try using CCleaner to clean the PC before the next attempt to reinstall.

Haridoss Sreenivasan
Technical Support Engineer | Sophos Technical Support
Knowledge Base | @SophosSupport | Video tutorials
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0 Florian von Oepen over 6 years ago in reply to Haridoss Sreenivasan

Did it. I especially told him to clean the registry but this also didn't change anything
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0 Haridoss Sreenivasan over 6 years ago in reply to Florian von Oepen

Hi Florian,

Do you have a known good restore point on your machine before this issue occurred? If so I suggest you restore to the restore point or you would have to format the system.

Haridoss Sreenivasan
Technical Support Engineer | Sophos Technical Support
Knowledge Base | @SophosSupport | Video tutorials
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0 Florian von Oepen over 6 years ago in reply to Haridoss Sreenivasan

You mean a recovery before the installation of Sophus? This would be hard because i quickly installed it after christmas as i got my new PC. I have allready done a recovery because of this strange adware thing i described in the beginning.
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0 Haridoss Sreenivasan over 6 years ago in reply to Florian von Oepen

Hi Florian,

I was referring to the recovery before the video converting freeware was installed. If the recovery is not available, am afraid you have to format the machine.

Haridoss Sreenivasan
Technical Support Engineer | Sophos Technical Support
Knowledge Base | @SophosSupport | Video tutorials
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0 Florian von Oepen over 6 years ago in reply to Haridoss Sreenivasan

I allready did that. At the first post I made here
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0 Florian von Oepen over 6 years ago in reply to Haridoss Sreenivasan

I allready did that. At the first post I made here
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0 Haridoss Sreenivasan over 6 years ago in reply to Florian von Oepen

HI Florian,

You mean you have formatted the machine?

Haridoss Sreenivasan
Technical Support Engineer | Sophos Technical Support
Knowledge Base | @SophosSupport | Video tutorials
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0 Florian von Oepen over 6 years ago in reply to Haridoss Sreenivasan

No sorry I meant load a recovery from before the problem
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0 Florian von Oepen over 6 years ago in reply to Florian von Oepen

Ok i did find a Solution without wiping the computer. I searched for different uninstall-Scrips for Sophus. This was the only one that did work for me (you need to additionally download a exe [simply look in the comments]) but it did work now :D

Here is the link to the Forum:

https://gist.github.com/Coopeh/8470068
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0 Haridoss Sreenivasan over 6 years ago in reply to Florian von Oepen

Hi Florian,

Good to hear the issue is resolved. Thank you for sharing the link with us.

Haridoss Sreenivasan
Technical Support Engineer | Sophos Technical Support
Knowledge Base | @SophosSupport | Video tutorials
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