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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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  • 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



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  • 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



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