Safeguard 6.00.1 Client Upgrade Keeps Trying to Reinstall Itself

Hello,

That's very odd, I've never heard of this before - you're not deploying via some kind of logon script or something similar I presume? Has the client fully updated, including the configuration package? What operating system are you using? Can you upgrade to a newer version of SafeGuard, like 6.1 or 7.0? Can you upload a short video via a camera phone or something?

Thanks for getting back to me on this!

No, there is no logon script being used that I can find. I checked it using Autoruns and found nothing that runs at login just to be sure.

I'll have to verify that the configuration file is updated and get back to you.

This is on a Windows Enterprise 64-bit installation. We have not deployed anything newer, so can't go that route.

As far as what it is doing, it runs the install program and has two options to choose from:  one says it will stop services and install and the other says it will install and require a reboot. We've tried both options several times, but if it doesn't restart at the next boot up, it will pop up again sometime later in the day.

Thanks again for any assistance that you can provide.

Thanks for getting back to me on this!

No, there is no logon script being used that I can find. I checked it using Autoruns and found nothing that runs at login just to be sure.

I'll have to verify that the configuration file is updated and get back to you.

This is on a Windows Enterprise 64-bit installation. We have not deployed anything newer, so can't go that route.

As far as what it is doing, it runs the install program and has two options to choose from:  one says it will stop services and install and the other says it will install and require a reboot. We've tried both options several times, but if it doesn't restart at the next boot up, it will pop up again sometime later in the day.

Thanks again for any assistance that you can provide.

Hello Rodrigo,

You were going to verify if the configuration file had been updated, can you confirm this?

I presume that's Windows 7 Enterprise?
Do you have any screenshots?
What install program does it run, the pre-install, client of config package?

Can you upload a short video via a camera phone or something?

Thanks very much for getting back to me again!

I looked at the About screen and it only lists Sophos SafeGuard as 6.00.1.31, so I'm not sure how or where to check the configuration file's status.

Here is what runs:

I can select either of the two install options and it appears to complete the installation.  Then I reboot the computer as needed.  Sometimes, this same install will come up as soon as I log in, sometimes it waits until I launch File Explorer, and sometimes it just randomly pops up while I'm working.

Currently, I just leave it alone while working and then cancel it when I go to shut down the computer.

Thanks again for your assistance.

Can you direct me in how to verify if the configuration file has been updated or not?

What are the makes / models of machines this is happening on?

It seems to be occurring mostly on Dell Latitude E6440's, but I believe that there are some Dell desktops doing it as well.

I'm not sure if my machine is getting worse or not, but the installation seems to get triggered by some odd things.  It will normally launch the very first time that I open File Explorer, but it frequently, but not always, also launches when I start applications.  Yesterday I had two instances where it launched when I selected Save As from two different applications.  I would click on Save As and then the installer for Safeguard would come up.  I had to cancel the installer before the Save As dialog would actually appear.

I hope this info helps.

Tag!  You're it!

Is there anything else that I can try to rectify this issue or is there any more information that you need?

Alas, it is growing to be rather irritating as time goes on.

Thanks!

Hi Rodrigo,

Sorry for the delay in coming back to you.

I suspect there's probably something that's got corrupted along the way, I would suggest this:

• Uninstall the Config, Client, PreInstall (reboot now only)
• Run a chkdsk C: /F /V /X and a defrag of the hard drive
• Reinstall

Thanks ever so much for getting back to me!

If I go ahead and uninstall Sophos, doesn't it have to go through and decrypt the hard drive?  This can take a lot of time, can't it?  I'm just wondering about how long it might take so that I can plan to do it when I don't need the computer for a while.

Hello Rodrigo,

Yes, typically 8-12 hours.

Just leave it decrypting overnight, but ensure that you:

- Keep it plugged in to the mains
- Set all applicable power options so the machine doesn't sleep / hibernate  turn off