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Sophos Central Endpoint Install Failed.

Amila Kalhara

Hi,

I'm trying to install sophos central endpoint on windows 7 PC,But installer failed again & again.I did completely remove it from add/remove programs & delete certain sophos folders on program data & program files folder & reboot the PC.There aren't any sophos services running.But at the last stage of installing ,it get failed.I here attached the log file.Any idea about this issue ?

 

2019-07-11T10:28:02.3546003Z INFO : Installed Sophos File Scanner (64-bit): 0 (reboot code: 0)
2019-07-11T10:28:02.4216003Z INFO : Installing Component: Sophos Endpoint Self Help Installer (64-bit)
2019-07-11T10:28:02.4236003Z INFO : Trying IProductSetup2 interface.
2019-07-11T10:28:12.5246003Z INFO : Installed Sophos Endpoint Self Help Installer (64-bit): 0 (reboot code: 0)
2019-07-11T10:28:12.5836003Z INFO : Installing Component: Sophos Health
2019-07-11T10:28:12.5976003Z INFO : Trying IProductSetup2 interface.
2019-07-11T10:28:19.7006003Z INFO : Installed Sophos Health: 0 (reboot code: 0)
2019-07-11T10:28:19.7806003Z INFO : Installing Component: Sophos Clean for Windows (64-bit)
2019-07-11T10:28:19.8106003Z INFO : Trying IProductSetup2 interface.
2019-07-11T10:28:24.7066003Z INFO : Installed Sophos Clean for Windows (64-bit): 0 (reboot code: 0)
2019-07-11T10:28:24.7946003Z INFO : Installing Component: Sophos UI (64-bit)
2019-07-11T10:28:24.8116003Z INFO : Trying IProductSetup2 interface.
2019-07-11T10:28:28.7426003Z INFO : Installed Sophos UI (64-bit): 0 (reboot code: 0)
2019-07-11T10:28:28.7726003Z INFO : Installing Component: Sophos Endpoint Firewall Management (64-bit)
2019-07-11T10:28:28.7846003Z INFO : Trying IProductSetup2 interface.
2019-07-11T10:28:33.1256003Z INFO : Installed Sophos Endpoint Firewall Management (64-bit): 0 (reboot code: 0)
2019-07-11T10:28:34.0716003Z INFO : Installing Component: Sophos Anti-Virus for Windows
2019-07-11T10:28:35.2896003Z INFO : Trying IProductSetup2 interface.
2019-07-11T10:28:35.2906003Z INFO : Trying IProductSetup interface.
2019-07-11T10:28:58.6636003Z INFO : Installed Sophos Anti-Virus for Windows: -2147213559 (reboot code: 1)
2019-07-11T10:31:19.5326003Z INFO : Installed Sophos Anti-Virus for Windows: -2147213559 (reboot code: 1)
2019-07-11T10:35:40.3496003Z INFO : Installed Sophos Anti-Virus for Windows: -2147213559 (reboot code: 1)
2019-07-11T10:35:40.3506003Z ERROR : Installation failed
2019-07-11T10:35:41.9076003Z INFO : Installing Component: Malicious Traffic Detection (64-bit)
2019-07-11T10:35:41.9096003Z INFO : Trying IProductSetup2 interface.
2019-07-11T10:35:51.4796003Z INFO : Installed Malicious Traffic Detection (64-bit): 0 (reboot code: 0)
2019-07-11T10:35:52.3936003Z INFO : Installing Component: Sophos AutoUpdate XG
2019-07-11T10:35:52.4196003Z INFO : Trying IProductSetup2 interface.
2019-07-11T10:35:52.4196003Z INFO : Trying IProductSetup interface.
2019-07-11T10:35:56.2946003Z INFO : Installed Sophos AutoUpdate XG: 0 (reboot code: 0)
2019-07-11T10:35:56.2946003Z INFO : Data folder: C:\\ProgramData\\Sophos\\AutoUpdate\\data
2019-07-11T10:35:56.2956003Z INFO : Writing state file C:\\ProgramData\\Sophos\\AutoUpdate\\data\\status\\SophosUpdateStatus.xml
2019-07-11T10:35:56.3046003Z INFO : Writing XML for the state of the components
2019-07-11T10:35:56.3056003Z INFO : Writing state sdu to registry.
2019-07-11T10:35:56.3106003Z INFO : Writing state uninstaller64 to registry.
2019-07-11T10:35:56.3146003Z INFO : Writing state sed64 to registry.
2019-07-11T10:35:56.3186003Z INFO : Writing state mcsep to registry.
2019-07-11T10:35:56.3226003Z INFO : Writing state sse64 to registry.
2019-07-11T10:35:56.3266003Z INFO : Writing state sfs64 to registry.
2019-07-11T10:35:56.3296003Z INFO : Writing state esh64 to registry.
2019-07-11T10:35:56.3336003Z INFO : Writing state shs to registry.
2019-07-11T10:35:56.3376003Z INFO : Writing state clean64 to registry.
2019-07-11T10:35:56.3406003Z INFO : Writing state ui64 to registry.
2019-07-11T10:35:56.3436003Z INFO : Writing state efw64 to registry.
2019-07-11T10:35:56.3456003Z INFO : Writing state savxp to registry.
2019-07-11T10:35:56.3476003Z INFO : Writing state ntp64 to registry.
2019-07-11T10:35:56.3506003Z INFO : Writing state sau to registry.
2019-07-11T10:35:56.3526003Z ERROR : SetupPluginCommand::onRun() failed with ComponentInstaller::InstallError: Failed to install component(s)
2019-07-11T10:35:56.3526003Z INFO : Command 'SetupPlugin' completed with failure with reboot code '1' and error message 'Could not install software'.
2019-07-11T10:35:56.3536003Z ERROR : Installation failed.
2019-07-11T10:35:56.3536003Z INFO : Sending HTTP 'POST' request to: sophos/management/ep/install/events/endpoint/b7bfeea7-6679-847f-09eb-e49ecffe10e9
2019-07-11T10:35:58.9146003Z WARNING : WinHttpGetProxyForUrl returned: 12180
2019-07-11T10:35:58.9146003Z INFO : Attempting to connect using proxy '' of type 'Empty Proxy'.
2019-07-11T10:35:58.9156003Z INFO : Set security protocol: 00000800
2019-07-11T10:35:58.9156003Z INFO : Opening connection to dzr-mcs-amzn-us-west-2-fa88.upe.p.hmr.sophos.com
2019-07-11T10:35:58.9166003Z INFO : Sending request for connection confirmation through potential proxy
2019-07-11T10:35:58.9166003Z INFO : Request content size: 0
2019-07-11T10:36:00.0906003Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
2019-07-11T10:36:00.1386003Z INFO : Certificate check succeeded
2019-07-11T10:36:00.1386003Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
2019-07-11T10:36:00.4906003Z INFO : Response status code: 200
2019-07-11T10:36:00.4906003Z INFO : Response data size: 168
2019-07-11T10:36:00.4906003Z INFO : trySendRequestThroughPotentialProxy returning response with status code: 200
2019-07-11T10:36:00.4916003Z INFO : Request content size: 1100
2019-07-11T10:36:00.4916003Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
2019-07-11T10:36:00.4926003Z INFO : Certificate check succeeded
2019-07-11T10:36:00.4936003Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
2019-07-11T10:36:00.9126003Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
2019-07-11T10:36:00.9146003Z INFO : Certificate check succeeded
2019-07-11T10:36:00.9146003Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
2019-07-11T10:36:00.9146003Z INFO : Response status code: 200
2019-07-11T10:36:00.9146003Z INFO : Response data size: 0
2019-07-11T10:39:47.7996003Z INFO : User requested to reboot the machine...
2019-07-11T10:39:47.7996003Z INFO : Data folder: C:\\ProgramData\\Sophos\\AutoUpdate\\data
2019-07-11T10:39:47.8076003Z INFO : Data folder: C:\\ProgramData\\Sophos\\AutoUpdate\\data
2019-07-11T10:39:47.8086003Z INFO : Sending HTTP 'PUT' request to: prod/2019-07-11T10:39:47Z-2019-07-11T10:39:47Z-09a921fd-08af-5b7e-95d2-69014f49a312.json
2019-07-11T10:39:50.3856003Z WARNING : WinHttpGetProxyForUrl returned: 12180
2019-07-11T10:39:50.3856003Z INFO : Attempting to connect using proxy '' of type 'Empty Proxy'.
2019-07-11T10:39:50.3866003Z INFO : Set security protocol: 00000800

 

 

 

?0636.SophosCloudInstaller_20190711_102559.log



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  • +1

    Hello Amila Kalhara,

    it fails installing Anti-Virus, there should be an associated log in %windir%\Temp\. Can't say if reboot code: 1 indicates that a reboot is required before installing but if this is the case the log should tell it.

    Christian

  • 0 in reply to QC

    Hi QC,

    Following lines are from the Sophos Anti-Virus Major Install Log file.So Saying that Registry keys do not have correct permissions.What are the registry keys ?

     

    Action start 15:58:58: CopySAVSyncFile.
    MSI (s) (50:D0) [15:58:58:285]: Skipping action: RestoreWindowsDefender (condition is false)
    MSI (s) (50:D0) [15:58:58:285]: Skipping action: WixFailWhenDeferred (condition is false)
    MSI (s) (50:D0) [15:58:58:285]: Doing action: InstallFinalize
    Action ended 15:58:58: CopySAVSyncFile. Return value 1.
    MSI (s) (50:D0) [15:58:58:286]: Running Script: C:\Windows\Installer\MSI96A9.tmp
    MSI (s) (50:D0) [15:58:58:286]: PROPERTY CHANGE: Adding UpdateStarted property. Its value is '1'.
    MSI (s) (50:D0) [15:58:58:286]: Machine policy value 'DisableRollback' is 0
    MSI (s) (50:D0) [15:58:58:289]: Note: 1: 1402 2: HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Installer\Rollback\Scripts 3: 2
    MSI (s) (50:D0) [15:58:58:291]: Executing op: Header(Signature=1397708873,Version=500,Timestamp=1324056405,LangId=1033,Platform=0,ScriptType=1,ScriptMajorVersion=21,ScriptMinorVersion=4,ScriptAttributes=1)
    Action start 15:58:58: InstallFinalize.
    MSI (s) (50:D0) [15:58:58:291]: Executing op: ProductInfo(ProductKey={85F78DA7-8E8E-49C9-969F-A62D2B43C046},ProductName=Sophos Anti-Virus,PackageName=Sophos Anti-Virus.msi,Language=1033,Version=168296451,Assignment=1,ObsoleteArg=0,ProductIcon=ARPPRODUCTICON.exe,,PackageCode={51DF5E3B-8F98-4A8E-AD8B-21D895F88947},,,InstanceType=0,LUASetting=0,RemoteURTInstalls=0,ProductDeploymentFlags=3)
    MSI (s) (50:D0) [15:58:58:291]: Executing op: DialogInfo(Type=0,Argument=1033)
    MSI (s) (50:D0) [15:58:58:292]: Executing op: DialogInfo(Type=1,Argument=Sophos Anti-Virus)
    MSI (s) (50:D0) [15:58:58:292]: Executing op: RollbackInfo(,RollbackAction=Rollback,RollbackDescription=Rolling back action:,RollbackTemplate=[1],CleanupAction=RollbackCleanup,CleanupDescription=Removing backup files,CleanupTemplate=File: [1])
    MSI (s) (50:D0) [15:58:58:292]: Executing op: SetBaseline(Baseline=0,)
    MSI (s) (50:D0) [15:58:58:292]: Executing op: SetBaseline(Baseline=1,)
    MSI (s) (50:D0) [15:58:58:292]: Executing op: ActionStart(Name=SetUpdateFailed,,)
    MSI (s) (50:D0) [15:58:58:294]: Executing op: CustomActionSchedule(Action=SetUpdateFailed,ActionType=1281,Source=BinaryData,Target=SetUpdateFailed,)
    MSI (s) (50:D0) [15:58:58:306]: Executing op: ActionStart(Name=RestoreMovedFiles,,)
    MSI (s) (50:D0) [15:58:58:308]: Executing op: CustomActionSchedule(Action=RestoreMovedFiles,ActionType=1281,Source=BinaryData,Target=RestoreMovedFiles,CustomActionData=C:\Program Files (x86)\Sophos\Sophos Anti-Virus\)
    MSI (s) (50:D0) [15:58:58:320]: Executing op: ActionStart(Name=CheckRegForNullDACLs,,)
    MSI (s) (50:D0) [15:58:58:322]: Executing op: CustomActionSchedule(Action=CheckRegForNullDACLs,ActionType=1025,Source=BinaryData,Target=CheckRegForNullDACLs,)
    MSI (s) (50:28) [15:58:58:326]: Invoking remote custom action. DLL: C:\Windows\Installer\MSIDC32.tmp, Entrypoint: CheckRegForNullDACLs
    MSI (s) (50!08) [15:58:58:396]: Product: Sophos Anti-Virus -- Error 3004.Sophos Anti-Virus cannot be installed. Some registry keys do not have the correct permissions.

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