Installation Failed Message

Sophos

Do you take this Link?

greets

Me too, did you have any success in getting the software to install?  It tells you be default to contact the manufacturer and they tell you to go to the forums and no one can help.  Looks like a great product but I want to road test it.

Hi 

sorry, but i didnt understand what you mean :smileywink:

it is possible to make an screenprint of your problem.

so we can better understand....

i could install the SAV - Sophos

What Version of Snow Leopard do have?

greets

Try the following:

1. Hold down command-spacebar (spotlight search)
2. Type console and hit return
3. On the left, navigate to Files > /private/var/log > install.log

What does it say for the end of your attempted install?

Hello, I am experiencing the same problem that the original poster is describing.  I have my full install log, but as to not clutter this thread I have only posted the error lines below.  I have already tried trashing the program and all support files, then reinstalling (same result), as well as doing the usual fixes (restart, permission repair, etc.).  I am running Mac OS X 10.6.5 on a MacBook Pro.  Currently, the Anti-Virus Programs Sophos Antivirus & Sophos Remove appear in my applications folder.  If I click on the Sophos Anti-Virus app, nothing happens.  If I click on Sophos Remove, it pops up an error stating that "Sophos Anti-Virus is not installed".  Looking at Activity Monitor, the only Sophos Item running appears to be SophosAutoUpdate.  Any help would be greatly appreciated.  Thanks!  - Alex

Install Log Errors (I have the full log available if needed):

Nov 24 17:05:20 Alex-MBP installd[65433]: PackageKit: Executing script "./preinstall" in /Volumes/Sophos Anti-Virus Home Edition OS X 10.4+/Sophos Anti-Virus Home Edition.mpkg/Contents/Packages/SophosAV.mpkg/Contents/Packages/SophosAVFinderPlugin7.2.0.pkg/Contents/Resources

Nov 24 17:05:20 Alex-MBP installer[65446]: ./preinstall: No matching processes were found

Nov 24 17:05:21 Alex-MBP installer[65446]: PackageKit: Executing script "./postinstall" in /Library/Caches/com.sophos.sau/CID/Sophos Anti-Virus Home Edition.mpkg/Contents/Packages/SophosAV.mpkg/Contents/Packages/SophosAVImmediate7.2.0.3.pkg/Contents/Resources

Nov 24 17:05:21 Alex-MBP installd[65433]: ./preinstall: No matching processes were found

Nov 24 17:05:24 Alex-MBP installer[65446]: PackageKit: Executing script "./postflight" in /Library/Caches/com.sophos.sau/CID/Sophos Anti-Virus Home Edition.mpkg/Contents/Packages/SophosAV.mpkg/Contents/Packages/SophosAVOnAccess7.2.0.pkg/Contents/Resources

Nov 24 17:05:24 Alex-MBP installer[65446]: ./postflight: launchctl: Couldn't stat("/Library/LaunchDaemons/com.sophos.intercheck.plist"): No such file or directory

Nov 24 17:05:24 Alex-MBP installer[65446]: ./postflight: nothing found to load

Nov 24 17:05:24 Alex-MBP installer[65446]: PackageKit: Install Failed: PKG: post-flight scripts for "com.sophos.sav.ic.7.2.0.installer"\nError Domain=PKInstallErrorDomain Code=112 UserInfo=0x1029b30f0 "An error occurred while running scripts from the package ‚ÄúSophosAVOnAccess7.2.0.pkg‚Äù." {\n    NSFilePath = "./postflight";\n    NSLocalizedDescription = "An error occurred while running scripts from the package \U201cSophosAVOnAccess7.2.0.pkg\U201d.";\n    NSURL = "file://localhost/Library/Caches/com.sophos.sau/CID/Sophos%20Anti-Virus%20Home%20Edition.mpkg/Contents/Packages/SophosAV.mpkg/Contents/Packages/SophosAVOnAccess7.2.0.pkg";\n    PKInstallPackageIdentifier = "com.sophos.sav.ic.7.2.0.installer";\n}

Nov 24 17:05:24 Alex-MBP installer[65446]: install:didFailWithError:Error Domain=PKInstallErrorDomain Code=112 UserInfo=0x1029b30f0 "An error occurred while running scripts from the package “SophosAVOnAccess7.2.0.pkg”."

Nov 24 17:05:24 Alex-MBP installer[65446]: Install failed: The Installer encountered an error that caused the installation to fail. Contact the software manufacturer for assistance.

So it looks like something is preventing the preinstall script from loading for SophosAVFinderPlugin7.2.0.pkg and SophosAVImmediate7.2.0.3.pkg.

Do you currently have any other Anti-malware software running?  Anything else that might be killing these processes as they start?

The three processes that should be running on a properly installed SAV install are: SophosAntiVirus, InterCheck and SophosAutoUpdate.  All three will be running as root, and their PIDs should be in a row (in the order listed above).

Is install successful after you've rebooted with the shift key held down?  How about if you copy the installer over to your hard disk instead of running from the disk image?

Thanks for your reply.  No other anti-malware software is currently running, or anything else that would affect installation.  I did not think of booting with the shift key into safe mode.  I will try that and try copying the installer over this evening and I will report back the results.  Thanks! -Alex

Well, the problem is still not solved, but the installation resulted in a different outcome by booting into safe mode.  After booting into safe mode, I grabbed the install package out of the disk image and placed it on the desktop, and then I launched it from there (as suggested).  At the end, I still got the same Install Failed sign, but after looking at the install log, quite a few less errors occurred.  Below are the errors that did show up.

Nov 24 21:13:55 Alex-MBP installd[1278]: PackageKit: Executing script "./preinstall" in /Users/Alex/Desktop/Sophos Anti-Virus Home Edition.mpkg/Contents/Packages/SophosAV.mpkg/Contents/Packages/SophosAVImmediate7.2.0.3.pkg/Contents/Resources

Nov 24 21:13:56 Alex-MBP installd[1278]: ./preinstall: No matching processes were found

Nov 24 21:13:59 Alex-MBP installd[1278]: PackageKit: Executing script "./postflight" in /Users/Alex/Desktop/Sophos Anti-Virus Home Edition.mpkg/Contents/Packages/SophosUI7.2.0.pkg/Contents/Resources

Nov 24 21:13:59 Alex-MBP installd[1278]: PackageKit: Install Failed: PKG: post-flight scripts for "com.sophos.ui.7.2.0.installer"\nError Domain=PKInstallErrorDomain Code=112 UserInfo=0x105929a30 "An error occurred while running scripts from the package ‚ÄúSophosUI7.2.0.pkg‚Äù." {\n    NSFilePath = "./postflight";\n    NSLocalizedDescription = "An error occurred while running scripts from the package \U201cSophosUI7.2.0.pkg\U201d.";\n    NSURL = "file://localhost/Users/Alex/Desktop/Sophos%20Anti-Virus%20Home%20Edition.mpkg/Contents/Packages/SophosUI7.2.0.pkg";\n    PKInstallPackageIdentifier = "com.sophos.ui.7.2.0.installer";\n}

Nov 24 21:13:59 Alex-MBP Installer[1236]: install:didFailWithError:Error Domain=PKInstallErrorDomain Code=112 UserInfo=0x1212a4a80 "An error occurred while running scripts from the package “SophosUI7.2.0.pkg”."

Nov 24 21:14:00 Alex-MBP Installer[1236]: Install failed: The Installer encountered an error that caused the installation to fail. Contact the software manufacturer for assistance.

Nov 24 21:14:11 Alex-MBP Installer[1236]: IFDInstallController C82DE80 state = 7

Nov 24 21:14:11 Alex-MBP Installer[1236]: Displaying 'Install Failed' UI.

Nov 24 21:14:11 Alex-MBP Installer[1236]: 'Install Failed' UI displayed message:'The Installer encountered an error that caused the installation to fail. Contact the software manufacturer for assistance.'.

Now, I again have the Sophos Anti-Virus and Sophos Remove in my Applications folder.  The Sophos Remove app produces the same result of telling me that Sophos Anti-Virus is not installed, however now when I click on the Sophos Anti-Virus app, it opens the program and allows me to run an anti-virus scan and change settings and such.  According to the settings,  it says that the on-access scanner is on.  However, there is no black shield in my taskbar (or any new icon representing Sophos at all), and even if I click on "Show Status in Menu Bar" in the Program Menu, the shield is still not displayed.  In Activity Monitor, I am showing SophosAntiVirus, SophosAutoUpdate, and InterCheck all running.  What are the suggestions to proceed from here?  I guess mainly the question is should I be concerned that part of the install still failed, and how do I get the shield icon to appear?  Thanks!  - Alex

This sounds to me like it might be a permissions issue, but you're rapidly leaving the areas I have experience dealing with.  You did say you had already repaired permissions, I believe.

Is there anything else unsusual about your setup (multiple partitions, limited accounts, encrypted volumes, etc)?

Yes, I have already tried repairing permissions.  I only have my main account (with admin privileges), and the guest account enabled.  I only have one partition (Macintosh HD), and I am not using FileVault to encrypt.  I have also tried installing the software from the root user without any luck.  Frankly, I am at a loss of how to resolve this problem.  Since other people are able to install it just fine, it must be something unique about my setup, yet I can't seem to think of what it might be.  I feel I have a pretty typical setup.  Thanks again for your help Andrew.