Installing. Uninstalling of endpoint errors

Hi there,

 

I am having issues with installing/ uninstalling of an agent for a user, please advise on the error below and if there is anything that I can try.

 

9/21/2017,3:08:48 PM,Information,------------------ Beginning installation of Sophos Anti-Virus and AutoUpdate ------------------, 9/21/2017,3:08:48 PM,Information,Setup version 3.3.2.316, 9/21/2017,3:08:48 PM,Information,Command line: c:\users\peterb\appdata\local\temp\sophos_bootstrap\setup.exe -server dzr-mcs-amzn-eu-west-1-9af7.upe.p.hmr.sophos.com -token ***************** -edxtimestamp 20170921T130104Z, 9/21/2017,3:08:48 PM,Information,Process security set successfully, 9/21/2017,3:08:48 PM,Information,Setup program was run from C:\Users\peterb\AppData\Local\Temp\sophos_bootstrap, 9/21/2017,3:08:48 PM,Information,Checking system TMP paths., 9/21/2017,3:08:48 PM,Information,Checking TMP..., 9/21/2017,3:08:48 PM,Information,Temp path for System found: 'C:\WINDOWS\TEMP'., 9/21/2017,3:08:48 PM,Information,Sophos Endpoint Defense is not installed, 9/21/2017,3:08:48 PM,Information,Migration: 0, 9/21/2017,3:08:48 PM,Information,Migration ID: , 9/21/2017,3:08:48 PM,Information,Migration Job: 0, 9/21/2017,3:08:48 PM,Information,SEC initiated: 0, 9/21/2017,3:08:48 PM,Information,SEC-initiated migration: 0, 9/21/2017,3:08:48 PM,Information,Checking if Sophos Anti-Virus or Sophos AutoUpdate are installed..., 9/21/2017,3:08:48 PM,Information,Sophos Anti-Virus is already installed on your computer., 9/21/2017,3:08:48 PM,Information,Starting wizard to collect information from user..., 9/21/2017,3:08:51 PM,Information,Checking for internet connectivity..., 9/21/2017,3:08:52 PM,Success,Successfully connected to the URL http://dci.sophosupd.com/., 9/21/2017,3:08:52 PM,Information,Checking for internet connectivity..., 9/21/2017,3:08:53 PM,Success,Successfully connected to the URL https://dzr-mcs-amzn-eu-west-1-9af7.upe.p.hmr.sophos.com/sophos/management/ep., 9/21/2017,3:09:02 PM,Information,Starting the install sequence., 9/21/2017,3:09:02 PM,Information,Checking for local third-party software..., 9/21/2017,3:09:02 PM,Information,Sending data back to Sophos..., 9/21/2017,3:09:03 PM,Success,Successfully connected to the URL http://d1.sophosupd.com/ebs/3.3.2.316/6c4tsRlFDw4kljkenV6eOSKAVfQ=/e0Y5QUFFOEMzLUYxQUYtNEI4RS05QjYzLTBBMkU5RTM1NzMxNn0=/6.3.9600/1/e0ZGQURFN0VBLURDOTItNDYwMi1ENkIyLTYyNkNEMzQ1MEEwRn0=/U29waG9zIEFudGktVmlydXM=/QzpcUHJvZ3JhbSBGaWxlcyAoeDg2KVxTb3Bob3NcU29waG9zIEFudGktVmlydXNcV1NDQ2xpZW50LmV4ZQ==/QzpcUFJPR1JBfjJcU29waG9zXFNPUEhPU34xXFdTQ0NsaWVudC5leGU=/50000/x.xml., 9/21/2017,3:09:03 PM,Information,Sending data back to Sophos..., 9/21/2017,3:09:03 PM,Success,Successfully connected to the URL http://d1.sophosupd.com/ebs/3.3.2.316/6c4tsRlFDw4kljkenV6eOSKAVfQ=/e0Y5QUFFOEMzLUYxQUYtNEI4RS05QjYzLTBBMkU5RTM1NzMxNn0=/6.3.9600/1/e0Q2OEREQzNBLTgzMUYtNGZhZS05RTQ0LURBMTMyQzFBQ0Y0Nn0=/V2luZG93cyBEZWZlbmRlcg==/JVByb2dyYW1GaWxlcyVcV2luZG93cyBEZWZlbmRlclxNU0FTQ3VpLmV4ZQ==/JVByb2dyYW1GaWxlcyVcV2luZG93cyBEZWZlbmRlclxNc01wZW5nLmV4ZQ==/61100/x.xml., 9/21/2017,3:09:03 PM,Information,Done., 9/21/2017,3:09:03 PM,Information,Installing MSI..., 9/21/2017,3:09:03 PM,Information,Remove old SAV..., 9/21/2017,3:09:03 PM,Information,SAV tamper-protection registry value already disabled, 9/21/2017,3:09:03 PM,Information,Uninstallation of Sophos Anti-Virus returned exitcode: 1603, 9/21/2017,3:09:03 PM,ERROR,The uninstallation of Sophos Anti-Virus failed. Installation of Sophos Endpoint Security and Control has failed., 9/21/2017,3:09:07 PM,Information,Sending EBS feedback to Sophos..., 9/21/2017,3:09:07 PM,Information,Sending data back to Sophos..., 9/21/2017,3:09:07 PM,Success,Successfully connected to the URL http://d1.sophosupd.com/ebs/3.3.2.316/6c4tsRlFDw4kljkenV6eOSKAVfQ=/e0Y5QUFFOEMzLUYxQUYtNEI4RS05QjYzLTBBMkU5RTM1NzMxNn0=/6.3.9600/2/145/18/3/ZHpyLW1jcy1hbXpuLWV1LXdlc3QtMS05YWY3LnVwZS5wLmhtci5zb3Bob3MuY29t///1603/x.xml., 9/21/2017,3:09:07 PM,Information,------------------ Found errors during installation: 145 ------------------, 9/21/2017,3:09:07 PM,Information,------------------ Installation program finishing with code 145 ------------------,

  • Hello Andrey Podstavnychy,

    the error in the log is Uninstallation of Sophos Anti-Virus returned exitcode: 1603 which just tells us that the uninstall failed. Details of the error should be in the Sophos Anti-Virus Uninstall Log and potentially the Sophos Anti-Virus CustomActions Log, both in %windir%\Temp\.

    Christian