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Error 1603 while instaling Sophos Endpoint Security and Control

I've been trying to install Sophos Endpoint Security, but when I start, it says it failed, and in the log file, it gives me error 0x643, which I believe is error 1603. Please help!

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0 jak over 6 years ago

Can you provide the MSI and customer action log file?

Depending on the version you are installing, i.e. which user is installing the failing component, the logs will either be in %temp% or \windows\temp\.

Regards,

Jak
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0 Ganu over 5 years ago in reply to jak

Hello Jak,

I have the same error. Below are the logs from the windows server 2008 R2 endpoint.

Tried to uninstall, reinstall. Same error. Setup doesn't run.

Please advise.

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AVREMOVE.LOG:

19 Apr 2019 17:22:25 Info: ==============================================
19 Apr 2019 17:22:25 Info: Running OS: Microsoft Windows Server 2008 R2 Service Pack 1 [Version 6.01.7601]
19 Apr 2019 17:22:25 Info: Current Competitor Removal Tool Settings
19 Apr 2019 17:22:25 Info: Product Version: Version 2.14.0.28
19 Apr 2019 17:22:25 Info: Using Product Catalog: Default
19 Apr 2019 17:22:25 Info: Run On Servers: True
19 Apr 2019 17:22:25 Info: Detection Only: True
19 Apr 2019 17:22:25 Info: Detect Anti-Virus: True
19 Apr 2019 17:22:25 Info: Detect Product Suites: True
19 Apr 2019 17:22:25 Info: Detect Firewalls: False
19 Apr 2019 17:22:25 Info: Detect Update Tools: False
19 Apr 2019 17:22:25 Info: Log Tracing: False
19 Apr 2019 17:22:25 Info: Log to C:\Users\GANESH~1.ADM\AppData\Local\Temp\avremove.log
19 Apr 2019 17:22:25 Info: Default system language: da_DK
19 Apr 2019 17:22:25 Info: Default character encoding: cp1252
19 Apr 2019 17:22:25 Info: Operating system is 64-bit: True
19 Apr 2019 17:22:25 Info: ==============================================
19 Apr 2019 17:22:25 Info: No products detected on this system
Sophos Anti-Virus software detector - Version 2.14.0.28
Copyright (C) 2003-2019 Sophos Limited. All rights reserved.
Running OS: Microsoft Windows Server 2008 R2 Service Pack 1 [Version 6.01.7601]
No products detected on this system

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SOPHOS ES SETUP LOG:

19-04-2019,17:22:16,Information,Process security set successfully,
19-04-2019,17:22:24,Information,Verified that contents of CID C match the manifest file,
19-04-2019,17:22:24,Information,Searching for third-party security software.,
19-04-2019,17:22:25,Information,Return Code 10 from third-party security software removal tool.,
19-04-2019,17:22:25,Information,Removal Tool Completed: No third-party security software found.,
19-04-2019,17:22:25,Information,Installing RMS configuration...,
19-04-2019,17:22:25,Information,Beginning installation of C:\Users\GANESH~1.ADM\AppData\Local\Temp\sophosa\sau\Sophos AutoUpdate.msi with command line RUN_FROM_CBS=1 USEAPPDATAONXP=1 BOOTSTRAP=noupdate REBOOT=ReallySuppress SOPHOS_TP_TOKEN=1 UPDATELOCATION="C:\Users\GaneshV.admin\Desktop\SAVSCFXP\" RMSACTION=7,
19-04-2019,17:22:26,ERROR,Installation of C:\Users\GANESH~1.ADM\AppData\Local\Temp\sophosa\sau\Sophos AutoUpdate.msi failed with error code 1603,

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MSI LOG:

=== Verbose logging started: 19-04-2019 17:22:25 Build type: SHIP UNICODE 5.00.7601.00 Calling process: C:\Users\GaneshV.admin\Desktop\SAVSCFXP\setup.exe ===
MSI (c) (18:E8) [17:22:25:643]: Font created. Charset: Req=0, Ret=0, Font: Req=MS Shell Dlg, Ret=MS Shell Dlg

MSI (c) (18:E8) [17:22:25:643]: Font created. Charset: Req=0, Ret=0, Font: Req=MS Shell Dlg, Ret=MS Shell Dlg

MSI (c) (18:34) [17:22:25:655]: Resetting cached policy values
MSI (c) (18:34) [17:22:25:655]: Machine policy value 'Debug' is 0
MSI (c) (18:34) [17:22:25:655]: ******* RunEngine:
******* Product: C:\Users\GANESH~1.ADM\AppData\Local\Temp\sophosa\sau\Sophos AutoUpdate.msi
******* Action:
******* CommandLine: **********
MSI (c) (18:34) [17:22:25:655]: Client-side and UI is none or basic: Running entire install on the server.
MSI (c) (18:34) [17:22:25:656]: Grabbed execution mutex.
MSI (c) (18:34) [17:22:26:068]: Cloaking enabled.
MSI (c) (18:34) [17:22:26:068]: Attempting to enable all disabled privileges before calling Install on Server
MSI (c) (18:34) [17:22:26:076]: Incrementing counter to disable shutdown. Counter after increment: 0
MSI (s) (F8:0C) [17:22:26:141]: Running installation inside multi-package transaction C:\Users\GANESH~1.ADM\AppData\Local\Temp\sophosa\sau\Sophos AutoUpdate.msi
MSI (s) (F8:0C) [17:22:26:141]: Grabbed execution mutex.
MSI (s) (F8:DC) [17:22:26:146]: MainEngineThread is returning 1603
MSI (s) (F8:0C) [17:22:26:160]: User policy value 'DisableRollback' is 0
MSI (s) (F8:0C) [17:22:26:160]: Machine policy value 'DisableRollback' is 0
MSI (s) (F8:0C) [17:22:26:160]: Incrementing counter to disable shutdown. Counter after increment: 0
MSI (s) (F8:0C) [17:22:26:170]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2
MSI (s) (F8:0C) [17:22:26:170]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2
MSI (s) (F8:0C) [17:22:26:170]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\InProgress 3: 2
MSI (s) (F8:0C) [17:22:26:171]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\InProgress 3: 2
MSI (s) (F8:0C) [17:22:26:171]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied. Counter after decrement: -1
MSI (s) (F8:0C) [17:22:26:171]: Restoring environment variables
MSI (c) (18:34) [17:22:26:172]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied. Counter after decrement: -1
MSI (c) (18:34) [17:22:26:173]: MainEngineThread is returning 1603
=== Verbose logging stopped: 19-04-2019 17:22:26 ===

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Regards,

Ganesh.
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0 Ganu over 5 years ago in reply to jak

Hello Jak,

I have the same error. Below are the logs from the windows server 2008 R2 endpoint.

Tried to uninstall, reinstall. Same error. Setup doesn't run.

Please advise.

----------------------------------------------------------------------------------------------------------------------------------------------------------------------

----------------------------------------------------------------------------------------------------------------------------------------------------------------------

AVREMOVE.LOG:

19 Apr 2019 17:22:25 Info: ==============================================
19 Apr 2019 17:22:25 Info: Running OS: Microsoft Windows Server 2008 R2 Service Pack 1 [Version 6.01.7601]
19 Apr 2019 17:22:25 Info: Current Competitor Removal Tool Settings
19 Apr 2019 17:22:25 Info: Product Version: Version 2.14.0.28
19 Apr 2019 17:22:25 Info: Using Product Catalog: Default
19 Apr 2019 17:22:25 Info: Run On Servers: True
19 Apr 2019 17:22:25 Info: Detection Only: True
19 Apr 2019 17:22:25 Info: Detect Anti-Virus: True
19 Apr 2019 17:22:25 Info: Detect Product Suites: True
19 Apr 2019 17:22:25 Info: Detect Firewalls: False
19 Apr 2019 17:22:25 Info: Detect Update Tools: False
19 Apr 2019 17:22:25 Info: Log Tracing: False
19 Apr 2019 17:22:25 Info: Log to C:\Users\GANESH~1.ADM\AppData\Local\Temp\avremove.log
19 Apr 2019 17:22:25 Info: Default system language: da_DK
19 Apr 2019 17:22:25 Info: Default character encoding: cp1252
19 Apr 2019 17:22:25 Info: Operating system is 64-bit: True
19 Apr 2019 17:22:25 Info: ==============================================
19 Apr 2019 17:22:25 Info: No products detected on this system
Sophos Anti-Virus software detector - Version 2.14.0.28
Copyright (C) 2003-2019 Sophos Limited. All rights reserved.
Running OS: Microsoft Windows Server 2008 R2 Service Pack 1 [Version 6.01.7601]
No products detected on this system

----------------------------------------------------------------------------------------------------------------------------------------------------------------------

----------------------------------------------------------------------------------------------------------------------------------------------------------------------

SOPHOS ES SETUP LOG:

19-04-2019,17:22:16,Information,Process security set successfully,
19-04-2019,17:22:24,Information,Verified that contents of CID C match the manifest file,
19-04-2019,17:22:24,Information,Searching for third-party security software.,
19-04-2019,17:22:25,Information,Return Code 10 from third-party security software removal tool.,
19-04-2019,17:22:25,Information,Removal Tool Completed: No third-party security software found.,
19-04-2019,17:22:25,Information,Installing RMS configuration...,
19-04-2019,17:22:25,Information,Beginning installation of C:\Users\GANESH~1.ADM\AppData\Local\Temp\sophosa\sau\Sophos AutoUpdate.msi with command line RUN_FROM_CBS=1 USEAPPDATAONXP=1 BOOTSTRAP=noupdate REBOOT=ReallySuppress SOPHOS_TP_TOKEN=1 UPDATELOCATION="C:\Users\GaneshV.admin\Desktop\SAVSCFXP\" RMSACTION=7,
19-04-2019,17:22:26,ERROR,Installation of C:\Users\GANESH~1.ADM\AppData\Local\Temp\sophosa\sau\Sophos AutoUpdate.msi failed with error code 1603,

----------------------------------------------------------------------------------------------------------------------------------------------------------------------

----------------------------------------------------------------------------------------------------------------------------------------------------------------------

MSI LOG:

=== Verbose logging started: 19-04-2019 17:22:25 Build type: SHIP UNICODE 5.00.7601.00 Calling process: C:\Users\GaneshV.admin\Desktop\SAVSCFXP\setup.exe ===
MSI (c) (18:E8) [17:22:25:643]: Font created. Charset: Req=0, Ret=0, Font: Req=MS Shell Dlg, Ret=MS Shell Dlg

MSI (c) (18:E8) [17:22:25:643]: Font created. Charset: Req=0, Ret=0, Font: Req=MS Shell Dlg, Ret=MS Shell Dlg

MSI (c) (18:34) [17:22:25:655]: Resetting cached policy values
MSI (c) (18:34) [17:22:25:655]: Machine policy value 'Debug' is 0
MSI (c) (18:34) [17:22:25:655]: ******* RunEngine:
******* Product: C:\Users\GANESH~1.ADM\AppData\Local\Temp\sophosa\sau\Sophos AutoUpdate.msi
******* Action:
******* CommandLine: **********
MSI (c) (18:34) [17:22:25:655]: Client-side and UI is none or basic: Running entire install on the server.
MSI (c) (18:34) [17:22:25:656]: Grabbed execution mutex.
MSI (c) (18:34) [17:22:26:068]: Cloaking enabled.
MSI (c) (18:34) [17:22:26:068]: Attempting to enable all disabled privileges before calling Install on Server
MSI (c) (18:34) [17:22:26:076]: Incrementing counter to disable shutdown. Counter after increment: 0
MSI (s) (F8:0C) [17:22:26:141]: Running installation inside multi-package transaction C:\Users\GANESH~1.ADM\AppData\Local\Temp\sophosa\sau\Sophos AutoUpdate.msi
MSI (s) (F8:0C) [17:22:26:141]: Grabbed execution mutex.
MSI (s) (F8:DC) [17:22:26:146]: MainEngineThread is returning 1603
MSI (s) (F8:0C) [17:22:26:160]: User policy value 'DisableRollback' is 0
MSI (s) (F8:0C) [17:22:26:160]: Machine policy value 'DisableRollback' is 0
MSI (s) (F8:0C) [17:22:26:160]: Incrementing counter to disable shutdown. Counter after increment: 0
MSI (s) (F8:0C) [17:22:26:170]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2
MSI (s) (F8:0C) [17:22:26:170]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2
MSI (s) (F8:0C) [17:22:26:170]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\InProgress 3: 2
MSI (s) (F8:0C) [17:22:26:171]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\InProgress 3: 2
MSI (s) (F8:0C) [17:22:26:171]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied. Counter after decrement: -1
MSI (s) (F8:0C) [17:22:26:171]: Restoring environment variables
MSI (c) (18:34) [17:22:26:172]: Decrementing counter to disable shutdown. If counter >= 0, shutdown will be denied. Counter after decrement: -1
MSI (c) (18:34) [17:22:26:173]: MainEngineThread is returning 1603
=== Verbose logging stopped: 19-04-2019 17:22:26 ===

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Regards,

Ganesh.
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