Help! Cannot uninstall SafeGuard Easy trial version.

Hi MJinNZ,

first of all, welcome to SophosTalk community!

As you have mentioned you are kind of new to IT, I would recommend to save all important data from your machine before you're attempting any recovery / repair operations.

I've had a look into your support ticket #3217769 and it seems as if the installation of SafeGuard Easy 6 was through but it hang at rebooting the machine. Could you please tell me what make and model you have the problems with?
 

After you made sure that important data has been saved, could you please check if you can perform an uninstall of SafeGuard Easy 6? You do this via Start | Control Panel | Programs | Uninstall a program -> "Select SafeGuard Easy" and choose "uninstall" from the context menu.

Is the uninstall working as expected or is it also failing?

Cheers,

Chris

Hi Chris

Thanks for your reply!

My laptop is a Lenovo B575 Model 1450 running Windows 7 Home Premium v6.1.

When I go into Uninstall a Program, Sophos or Safeguard is not a listed program.

However when I run Revo Uninstaller Pro to try and remove program, it starts the Sophos Uninstaller program and stops on the following error message:

Error 1723. There is a problem with this Windows Installer Package. A DLL required for this install to complete could not be run. Contact your support personnel or package vendor.

Everytime I start my computer I see the following message:

Please wait while Windows configures Sophos SafeGuard 6.00.0 Client.

Gathering required information...

Normally I hit cancel and can enter my laptop as normal, however if I let it run, I get the following message:

Error 25300. The Sophos SafeGuard Local Cache is corrupt. Please restart this machine in any case before you start the installation again!

If i hit OK, again I can enter my laptop as normal.

I hope that helps determine the issue... please let me know if you need any other info!

Thanks!

Hi,

the system seems to be a bit in an inconsistent state.

If you have the SafeGuard Easy Installation package available, could you please try to restart the installation? A dialog should pop up and asks you to Install | Modify | Uninstall the current installation. 

If you choose uninstall, does it allow you to uninstall SafeGuard or will it not start the setup at all?

Cheers,

Chris

HI Chris

Sorry for the delay in replying, I have been away!

I cannot see the SafeGuard Easy Installation package - where should it be?

Should I download the trial again?

Thanks, Michelle

Hi again Chris

I don't have the installer package but if I try to Uninstall from the Control Panel > Add/Remove Programs, then I get the following error message...

Error 1723. There is a problem with this Windows Installer Package. A DLL required for this install to complete could not be run. Contact your support personnel or package vendor.

Any suggestions? Wondering if I redownload the trial, install then uninstall, would that work?

Thanks, Michelle

Hi Michelle,

yes, please try to download the package again and run the setup. If the setup asks you to Modify/Repair/Remove, try to "Repair" the installation first. Once it goes well, reboot your system to finish the operation.

In a second step, you could repeat the process but choose "uninstall" this time.

Regards,

Chris

I have same problem, but with original safeguard enterprise version 6.0. 

When I uninstall it, I got an error 1723. Then I restart system and got an error 25300. After log in I got an error SGNMaster.exe "The program can`t start because SGMBASEN.dll is missing from your comuter. Try reinstalling the program to fix problem." 

I try to reinstall program, but same problems and error messages.

Poa is active, but on Windows log on I got the dll-error-message.

Why I`m deinstalling client? When my notebook (HP elitebook 8460p) change to screensaver (15Min.) and then change to sleep/standby I got a bluescreen with IRQ message. System boot automatically. So I`m going to test, if bluescreen is still come, when I deinstall safeguard client. 

Same error when uninstalled Safeguard Management Center. Now got it second time.

Uninstallation and error steps:

1, Uninstallation of Safeguard Management Center

2, PC Restart

3, Booting to windows -  "Authentication service of SOPHOS safeguard is not running". I accept this message

4, Log on to windows

5, "Error 25300. The Sophos SafeGuard Local Cache is corrupt. Please restart this machine in any case before you start the installation again!"

6, Logged on desktop. Next error. "SGNMaster.exe - System Error. "The program can`t start because SGMBASEN.dll is missing from your comuter. Try reinstalling the program to fix problem."

7, Desktop is shown and Sophos client is trying some installation repair again and again and again, till it stops.

There are some "possible sollutions" but if you want save your time and you are able log on to your system, backup your data if and reinstall PC. I would like to know why is this happening.

Possible sollution:

1. boot into Safe Mode
2. add following registry      entries:

• HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\SafeBoot\Minimal\MSIServer       - change "Default" REG_SZ value to "Service"
• HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\SafeBoot\Minimal\SGN_BEService       - change "Default" REG_SZ value to "Service"
• HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\SafeBoot\Minimal\BEDevctl       - change "Default" REG_SZ value to "Service"

3. close Registry Editor

4. from command prompt run following commands:

• net start MSIServer
• net start SGN_BEService
• net start BEDevctl

5. remove Safeguard Client from Add/Remove Programs

6. on encrypted system -      if you want to check decryption process, manualy start: C:\Windows\System32\be_encvExe.exe

7. once  decryption/deinstallation has finished, please reboot

On next restart you will see a blue Windows installer screen with information: „Starting SG Base Encryption Kernel deinstallation. Please wait...“Release all allocated areas on disk. Process completed. Result OK.

However, all this didn't worked for me and I couldn't start PC, so I must use another "final sollution"...:

Check the registry to remove any registry keys that mention Utimaco or SafeGuard. Also, ensure that there is no Sophos folder in 'C:\Program Files\' as well as no Utimaco folder in 'C:\Documents and Settings\All Users\Application Data\'. Then you should start PC without SGN , but you cannot install it again - if you need it , you must reinstall PC.

This should help ... SafeGuard Enterprise Client upgrade / uninstall: Error 25300 The Sophos SafeGuard Local Cache is corrupt