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how to fix sophos endpoint installation failed ?

Aktham Salman

 Sophos endpoint installation failed  



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  • 0

    The first step is to look at the log file for the installer:

    C:\ProgramData\Sophos\CloudInstaller\Logs\

    This covers the pre-check, the download and then install phase.

    From there it might show that the failure was to install ComponentX.  From there you can look at the logs of that component which should be in the %temp% directory of the account that ran the installer.

    Regards,

    Jak

  • 0 in reply to Aktham Salman

    Well that depends on the problem.  What's in the log file?

  • 0 in reply to jak

    friendly , the setup can't complete install more than 20% 

  • 0 in reply to Aktham Salman

    I’m not sure what that means. Can you attach the log file?

  • 0

    Hi Aktham Salman,

    The installation failure issue needs troubleshooting based on the error that we receive. The below KBA might help you with the initial troubleshooting.

    troubleshooting installation errors using MSI logs

    Regards,

    Gowtham Mani
    Community Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.

  • 0 in reply to jak

    I´m having the same issue.

    My log file is:

    Started C:\Users\LOCALA~1\AppData\Local\Temp\sfl-ae1a8200\Setup.exe
    2019-05-14T14:02:15.4703413Z INFO : Stage 1 command-line options:
    2019-05-14T14:02:15.4713413Z INFO : ---
    2019-05-14T14:02:15.4713413Z INFO : Quiet mode on: 0
    2019-05-14T14:02:15.4713413Z INFO : Automatic Proxy detection disabled: 0
    2019-05-14T14:02:15.4713413Z INFO : No feedback mode on: 0
    2019-05-14T14:02:15.4713413Z INFO : Dump feedback enabled: 0
    2019-05-14T14:02:15.4713413Z INFO : Bypass competitor removal: 0
    2019-05-14T14:02:15.4713413Z INFO : Using CRT catalog file path: --
    2019-05-14T14:02:15.4713413Z INFO : Only register endpoint with Central: 0
    2019-05-14T14:02:15.4713413Z INFO : Log messages between endpoint and Central: 0
    2019-05-14T14:02:15.4713413Z INFO : Log command-line passed to executables: 0
    2019-05-14T14:02:15.4713413Z INFO : Using custom server: --
    2019-05-14T14:02:15.4713413Z INFO : Using custom stage 2 filename: --
    2019-05-14T14:02:15.4713413Z INFO : Using cloud user: --
    2019-05-14T14:02:15.4713413Z INFO : Using cloud group: --
    2019-05-14T14:02:15.4723413Z INFO : Overriding computer name: --
    2019-05-14T14:02:15.4723413Z INFO : Overriding computer description: --
    2019-05-14T14:02:15.4723413Z INFO : Overriding domain name: --
    2019-05-14T14:02:15.4723413Z INFO : Language will be set to: --
    2019-05-14T14:02:15.4723413Z INFO : Using message relays: --
    2019-05-14T14:02:15.4723413Z INFO : Proxy address: --
    2019-05-14T14:02:15.4723413Z INFO : Proxy user name: --
    2019-05-14T14:02:15.4723413Z INFO : Using custom customer token: --
    2019-05-14T14:02:15.4723413Z INFO : Using specified products: --
    2019-05-14T14:02:15.4723413Z INFO : Using certificates from the MCS app data folder: 0
    2019-05-14T14:02:15.4723413Z INFO : ---
    2019-05-14T14:02:15.4933413Z INFO : Sending HTTP 'GET' request to: full/central/windows/business/installer/latest.tar.gz
    2019-05-14T14:02:17.7553413Z WARNING : WinHttpGetProxyForUrl returned: 12180
    2019-05-14T14:02:17.7563413Z INFO : Attempting to connect using proxy '' of type 'Empty Proxy'.
    2019-05-14T14:02:17.7563413Z INFO : Set security protocol: 00000800
    2019-05-14T14:02:17.7573413Z INFO : Opening connection to downloads.sophos.com
    2019-05-14T14:02:17.7613413Z INFO : Request content size: 0
    2019-05-14T14:02:20.3933413Z ERROR : WINHTTP_CALLBACK_STATUS_SECURE_FAILURE: 8
    2019-05-14T14:02:20.3933413Z INFO : WINHTTP_CALLBACK_STATUS_SECURE_FAILURE: WINHTTP_CALLBACK_STATUS_FLAG_INVALID_CA
    2019-05-14T14:02:20.3943413Z ERROR : WinHttpSendRequest failed with certificate check failure and error 12175
    2019-05-14T14:02:20.3943413Z INFO : Failed to connect using proxy '' with error: WinHttpSendRequest failed: certificate check failure
    2019-05-14T14:02:20.3953413Z INFO : Cleaning up extracted files
    2019-05-14T14:02:25.5323413Z INFO : Legal info link clicked
    2019-05-14T14:03:23.3793413Z INFO : FindMainWindow: pid=0
    2019-05-14T14:03:23.3933413Z ERROR : Exception: Failed to download stage-2 archive. Status code: --: Failed to connect with any proxy: certificate check failure

  • 0 in reply to Bruno Novis

    Hello  

     

    When installing the Sophos Endpoint on a Windows computer and the error below (as your logs show):

    ERROR : Exception: Failed to download stage-2 archive. Status code: --: Failed to connect with any proxy: certificate check failure

    usually means that TLS 1.2 is not enabled on the endpoint.

     

    The article here should help: Sophos Central Endpoint: Installation Failed - Failed to download the installer

  • 0 in reply to DianneY

    I check and it is enabled.

     

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