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Help! Cannot uninstall SafeGuard Easy trial version.

MJinNZ

Hi

Can anyone please help me with the following issue?

I attempted to install Sophos SafeGuard 6.00.0 Trial version and it did not appear to install - no desktop icons or "please restart your computer to complete installation" or anything else to indicate it was now on my computer. However when I restarted my computer, I could not get back in.

After one hour on the phone to technical support (ticket #3217769 if that helps anyone at Sophos!), I still wasn't able to get into my computer so I took it to a local IT geek who managed to get me back in.

I now believe he disabled MS installer as I had an error message when trying to update Skype, so I reinstalled it MS installer.

Now every time my computer starts, Sophos SafeGuard 6.00.0 is attempting to complete installation. I hit cancel.

I just downloaded Revo Uninstaller Pro to try and remove the entire program however 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.

Can you please advise how I can remove Sophos SafeGuard entirely from my computer?

I did contact Support however I was told: "Sophos Technical Support for Trial Edition product is only available through our website, and our online community called SophosFreeTalk : http://community.sophos.com/
We’’’’ve provided the community with information on: Installation/Un-installation, Licensing, and use of the tool. There is also peer-to-peer support from within the community where you can ask questions"

So here I am - hopefully I am in the right place! Very much a newbie with IT stuff!!

Thanks in advance :-)

:26563


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  • 0

    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

    :26585
Reply
  • 0

    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

    :26585
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