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00000067_ Failed to install SAVXP: The MSI has failed

Hi,

 

I have tried to reinstall sophos on one of the system in workstation but it is showing following error: 00000067_ Failed to install SAVXP: The MSI has failed.

 

I have tried to reinstall it many times but no luck. I have attached logs.

2018-07-13 05:50:30 ExtractClassicConfig: Action started

2018-07-13 05:50:30 ExtractClassicConfig: Action succeeded

2018-07-13 05:50:30 PreInstallChecks: Action started

2018-07-13 05:50:30 PreInstallChecks: Action succeeded

2018-07-13 05:50:30 SetBootDriverStartupProperty: Action started

2018-07-13 05:50:30 SetBootDriverStartupProperty: Boot driver: not installed.

2018-07-13 05:50:30 SetBootDriverStartupProperty: Action succeeded

2018-07-13 05:50:30 SetClassFilterPresentProperty: Action started

2018-07-13 05:50:30 SetClassFilterPresentProperty: Setting class filter present property to: 0

2018-07-13 05:50:30 SetClassFilterPresentProperty: Action succeeded

2018-07-13 05:50:30 SetDriverProperty: Action started

2018-07-13 05:50:30 SetDriverProperty: PROCESSOR_ARCHITECTURE environment variable is: AMD64

2018-07-13 05:50:30 SetDriverProperty: Action succeeded

2018-07-13 05:50:30 SetProcessorProperties: Action started

2018-07-13 05:50:30 SetProcessorProperties: Action succeeded

2018-07-13 05:50:30 SetRestoreExcludedProcessesProperty: Action started

2018-07-13 05:50:30 SetRestoreExcludedProcessesProperty: SetRestoreExcludedProcessesProperty

2018-07-13 05:50:30 SetRestoreExcludedProcessesProperty: PROCESSOR_ARCHITECTURE environment variable is: AMD64

2018-07-13 05:50:30 SetRestoreExcludedProcessesProperty: Action succeeded

2018-07-13 05:50:37 CheckRegForNullDACLs: Action started

2018-07-13 05:50:37 CheckRegForNullDACLs: Action succeeded

2018-07-13 05:50:37 SetUpdateBegin: Action started

2018-07-13 05:50:37 SetUpdateBegin: Unable to create an instance of ComponentManager - SystemInformation will not be informed of the update (0x80040154)

2018-07-13 05:50:37 SetUpdateBegin: Action succeeded

2018-07-13 05:50:37 CloseSavMainWindow: Action started

2018-07-13 05:50:37 CloseSavMainWindow: CloseSavMainWindow: failed to open Software\Sophos\SAVUI 2

2018-07-13 05:50:37 CloseSavMainWindow: Action succeeded

2018-07-13 05:50:37 DisableServices: Action started

2018-07-13 05:50:37 DisableServices: SetServiceStartMode failed: Unable to get a handle to requested service SAVService, error 1060.

2018-07-13 05:50:37 DisableServices: DisableServices failed to disable SAVService

2018-07-13 05:50:37 DisableServices: SetServiceStartMode failed: Unable to get a handle to requested service SAVAdminService, error 1060.

2018-07-13 05:50:37 DisableServices: DisableServices failed to disable SAVAdminService

2018-07-13 05:50:37 DisableServices: Action succeeded

2018-07-13 05:50:37 ForceStopSAVService: Action started

2018-07-13 05:50:37 ForceStopSAVService: ForceStopService: Stopping SAVService

2018-07-13 05:50:37 ForceStopSAVService: ForceStopService: service failed to stop, hr=0x80070424

2018-07-13 05:50:37 ForceStopSAVService: ForceStopService: Terminating the service

2018-07-13 05:50:37 ForceStopSAVService: ForceStopService: Terminate failed, hr=0x80070424

2018-07-13 05:50:37 ForceStopSAVService: ForceStopService: Checking if service is still running

2018-07-13 05:50:37 ForceStopSAVService: ForceStopService: Stopping SAVAdminService

2018-07-13 05:50:37 ForceStopSAVService: ForceStopService: service failed to stop, hr=0x80070424

2018-07-13 05:50:37 ForceStopSAVService: ForceStopService: Terminating the service

2018-07-13 05:50:37 ForceStopSAVService: ForceStopService: Terminate failed, hr=0x80070424

2018-07-13 05:50:37 ForceStopSAVService: ForceStopService: Checking if service is still running

2018-07-13 05:50:37 ForceStopSAVService: ForceStopSAVService: Services have been stopped

2018-07-13 05:50:37 ForceStopSAVService: Action succeeded

2018-07-13 05:50:37 WaitForSAVService: Action started

2018-07-13 05:50:37 WaitForSAVService: WaitForSAVService: Walking system processes...

2018-07-13 05:50:37 WaitForSAVService: WaitForSAVService: Finished walking system processes.

2018-07-13 05:50:37 WaitForSAVService: Action succeeded

2018-07-13 05:50:37 CheckUninstallDrivers: Action started

2018-07-13 05:50:37 CheckUninstallDrivers: IsServiceInstalled: Unable to get a handle to requested service SAVOnAccess control. Returning false.

2018-07-13 05:50:37 CheckUninstallDrivers: IsServiceInstalled: Unable to get a handle to requested service SAVOnAccess filter. Returning false.

2018-07-13 05:50:37 CheckUninstallDrivers: Action succeeded

2018-07-13 05:50:37 RollbackDisableServices: Action started

2018-07-13 05:50:37 RollbackDisableServices: SetServiceStartMode failed: Unable to get a handle to requested service SAVService, error 1060.

2018-07-13 05:50:37 RollbackDisableServices: RollbackDisableServices failed to enable SAVService

2018-07-13 05:50:37 RollbackDisableServices: SetServiceStartMode failed: Unable to get a handle to requested service SAVAdminService, error 1060.

2018-07-13 05:50:37 RollbackDisableServices: RollbackDisableServices failed to enable SAVAdminService

2018-07-13 05:50:37 RollbackDisableServices: Action succeeded

2018-07-13 05:50:37 RunErrorScripts: Action started

2018-07-13 05:50:37 RunErrorScripts: Action succeeded

2018-07-13 05:50:38 RestoreMovedFiles: Action started

2018-07-13 05:50:38 RestoreMovedFiles: RestoreMovedFiles(): Unexpected error 0x00000003 when looking for temporary files

2018-07-13 05:50:38 RestoreMovedFiles: Action succeeded

2018-07-13 05:50:38 SetUpdateFailed: Action started

2018-07-13 05:50:38 SetUpdateFailed: Unable to create an instance of ComponentManager - SystemInformation cannot be informed of end of update

2018-07-13 05:50:38 SetUpdateFailed: Action succeeded

5187.Sophos Anti-Virus Major Install Log_180713_035029.txtCould you please check and suggest?



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  • Hello Prasad Kotambe

    Was Sophos uninstalled via Control Panel? If you manually uninstalled it instead, you may have some old left overs on your system, or missing files.

    Please provide more info about your environment and what has been done so far. 
    Also, if you could generate the full SDU logs and send them to me via DM , I will take a look.

    Regards,

    Barb@Sophos
    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.

     

  • From the MSI log the failure is with the custom action UninstallDriverFiles64OnUpdate:

    MSI (s) (04:0C) [05:50:37:681]: Note: 1: 1721 2: UninstallDriverFiles64OnUpdate 3: C:\Windows\SysWOW64\ 4: "C:\Program Files (x86)\Sophos\Sophos Anti-Virus\NATIVE.EXE" /lhu "C:\Program Files (x86)\Sophos\Sophos Anti-Virus\SAVONACCESSDRIV.INF"
    MSI (s) (04:0C) [05:50:37:681]: Product: Sophos Anti-Virus -- Error 1721.There is a problem with this Windows Installer package. A program required for this install to complete could not be run. Contact your support personnel or package vendor. Action: UninstallDriverFiles64OnUpdate, location: C:\Windows\SysWOW64\, command: "C:\Program Files (x86)\Sophos\Sophos Anti-Virus\NATIVE.EXE" /lhu "C:\Program Files (x86)\Sophos\Sophos Anti-Virus\SAVONACCESSDRIV.INF"

    MSI (s) (04:0C) [05:50:37:696]: User policy value 'DisableRollback' is 0
    MSI (s) (04:0C) [05:50:37:696]: Machine policy value 'DisableRollback' is 0
    Action ended 05:50:37: InstallFinalize. Return value 3.

     

    The CA is trying to uninstall the savonaccess driver.

    I would first check that the files:

    "C:\Program Files (x86)\Sophos\Sophos Anti-Virus\SAVONACCESSDRIV.INF" 
    "C:\Program Files (x86)\Sophos\Sophos Anti-Virus\NATIVE.EXE"
    exist.

    If not, maybe you can copy them to that location from the cache directory of AutoUpdate:   E.g. for an Central client:

    C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\savxp\native\amd64\native.exe
    C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\savxp\drivers\onaccess\win7_amd64\SAVONACCESSDRIV.INF

    Regards,
    Jak