Failed to install ESH64: general error.

Question

hi team you know 2 months ago i got this error on a server. " Failed to install ESH64: general error."

I uninstalled the agent, cleared the logs, and reinstalled it, but the error persists.

all services are green and running...

security patches and server updates are "OK".

I don't really know why that error is, does anyone know?

GlennSen · Answer

Thank you for reaching the community forum. 
 download.sophos.com/.../EndpointSelfHelp_3-1-88-0.zip 
 - Download from the above link and copy the MSI file to the affected machine - Open the registry and navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Products\ - Search for the component under this registry hive (e.g. In this case, "ESH") - Locate the 'LocalPackage' value, as this will give you the file name the installer is expecting to find in C:\Windows\Installer: 
 ESH 
 - Rename the downloaded MSI file from "Endpoint Self Help" to the LocalPackage value (e.g. in the above example for ESH on my machine this would become 57599.msi, the value on the server will, of course be different) - Place the renamed MSI file into C:\Windows\Installer (note this is a hidden directory) - Force an update of Sophos

Failed to install ESH64: general error.

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