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Sophos anti virus tool won't install - says it's already installed

candycrush

On the Sophos website there is a virus check tool "Sophos Virus Removal Tool.exe". I downloaded it but it won't install on my computer because it says "another version of this product is already installed." It is the correct tool, I have checked the digital signature. I don't have anything on my computer from Sophos so I don't know why it won't install.

I'm using Windows 7 x64. A screenshot of the error message is attached. If you have any ideas please let me know. Thanks

:55960


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    You certainly shouldn't have left over registry keys and folders if the uninstall was done properly.  It would be good to understand the history so I know how the computer could have ended up in this state?  Was the tool installed and removed via the Control Panel?  Or was a third-party uninstaller used?  I'm throwing out that idea as it could be anything.

    Years ago there was a handy tool call the Windows Installer Cleanup Utility, however Microsoft no longer support it.  In it's place they do have a 'Fix it' tool.  It's not supported by Sophos as it's a Microsoft tool, but you may want to run it and see if it lists the program and allows it to be removed.

    http://support.microsoft.com/kb/290301 

    Post back how you get on and if you can provide some insight into how the broken install occurred - it may help the next user :smileyhappy:

    :56217

     - - - - - - - - - - - -

    Communities Moderator, SOPHOS
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

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  • 0

    You certainly shouldn't have left over registry keys and folders if the uninstall was done properly.  It would be good to understand the history so I know how the computer could have ended up in this state?  Was the tool installed and removed via the Control Panel?  Or was a third-party uninstaller used?  I'm throwing out that idea as it could be anything.

    Years ago there was a handy tool call the Windows Installer Cleanup Utility, however Microsoft no longer support it.  In it's place they do have a 'Fix it' tool.  It's not supported by Sophos as it's a Microsoft tool, but you may want to run it and see if it lists the program and allows it to be removed.

    http://support.microsoft.com/kb/290301 

    Post back how you get on and if you can provide some insight into how the broken install occurred - it may help the next user :smileyhappy:

    :56217

     - - - - - - - - - - - -

    Communities Moderator, SOPHOS
    Knowledge Base  |  @SophosSupport  |  Video tutorials
    Remember to like a post.  If a post (on a question thread) solves your question use the 'This helped me' link.

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