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cannot install server protection

Kevin Paulusse

Goodmorning,

 

We have a problem installing the Sophos server endpoint to serveral servers.

When we start the setup, it seas downloading en pre-installation checks, after the welcome screen i can press install after install we get two different errors.

cant register with Sophos Central, and could not dowload software. no error code is involved on the client.

 

sophos central server log: Installation caught error Could not create directory: 0445EA5C, error: 5 we tried to install with local admin and domain admin but both times it failed.

 

regards,

 

Kevin



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    Error Log on server:

     

    Started B:\Users\Admin\AppData\Local\Temp\1\sfl-a9511200\Setup.exe
    2018-02-20T10:44:21.5459069Z INFO : SophosInstall command line: "B:\\Users\\Admin\\AppData\\Local\\Temp\\1\\sfl-a9511200\\Setup.exe"
    2018-02-20T10:44:21.5459069Z INFO : Command line: Quiet mode on: 0
    2018-02-20T10:44:21.5459069Z INFO : Command line: Automatic Proxy detection disabled: 0
    2018-02-20T10:44:21.5459069Z INFO : Command line: No feedback mode on: 0
    2018-02-20T10:44:21.5615386Z INFO : Command line: Dump feedback enabled: 0
    2018-02-20T10:44:21.5615386Z INFO : Command line: Bypass competitor removal: 0
    2018-02-20T10:44:21.5615386Z INFO : Command line: Using CRT catalog file path: --
    2018-02-20T10:44:21.5615386Z INFO : Command line: Only register endpoint with Central: 0
    2018-02-20T10:44:21.5615386Z INFO : Command line: Using custom server: --
    2018-02-20T10:44:21.5615386Z INFO : Command line: Using custom stage 2 filename: --
    2018-02-20T10:44:21.5615386Z INFO : Command line: Using cloud user: --
    2018-02-20T10:44:21.5615386Z INFO : Command line: Using cloud group: --
    2018-02-20T10:44:21.5615386Z INFO : Command line: Overriding computer name: --
    2018-02-20T10:44:21.5615386Z INFO : Command line: Overriding computer description: --
    2018-02-20T10:44:21.5615386Z INFO : Command line: Overriding domain name: --
    2018-02-20T10:44:21.5615386Z INFO : Command line: Language will be set to: --
    2018-02-20T10:44:21.5615386Z INFO : Command line: Using message relays: --
    2018-02-20T10:44:21.5615386Z INFO : Command line: Proxy address: --
    2018-02-20T10:44:21.5615386Z INFO : Command line: Proxy user name: --
    2018-02-20T10:44:21.5615386Z INFO : Command line: Using custom customer token: --
    2018-02-20T10:44:21.5615386Z INFO : Command line: Using specified products: --
    2018-02-20T10:44:21.5615386Z INFO : Command line: Using certificates from the MCS app data folder: 0
    2018-02-20T10:44:21.5615386Z INFO : Sending HTTP 'GET' request to: full/central/windows/business/installer/latest.tar.gz
    2018-02-20T10:44:23.8750302Z WARNING : WinHttpGetProxyForUrl returned: 12180
    2018-02-20T10:44:23.8750302Z INFO : Attempting to connect using proxy '' of type 'Empty Proxy'.
    2018-02-20T10:44:23.8750302Z INFO : Set security protocol: 00000800
    2018-02-20T10:44:23.8750302Z INFO : Opening connection to downloads.sophos.com
    2018-02-20T10:44:23.8750302Z INFO : Opened connection to downloads.sophos.com
    2018-02-20T10:44:23.8750302Z INFO : Request content size: 0
    2018-02-20T10:44:24.0000838Z INFO : Sending request
    2018-02-20T10:44:24.0000838Z INFO : Request sent
    2018-02-20T10:44:24.5940884Z INFO : Response status code: 200
    2018-02-20T10:44:24.5940884Z INFO : Response data size: 1639646
    2018-02-20T10:44:24.5940884Z INFO : trySendRequestThroughPotentialProxy returning response with status code: 200
    2018-02-20T10:44:24.6097201Z INFO : Extracting files:
    2018-02-20T10:44:24.6097201Z INFO : integrity.dat
    2018-02-20T10:44:24.6097201Z INFO : manifest.dat
    2018-02-20T10:44:24.6097201Z INFO : rootca.crl
    2018-02-20T10:44:24.6097201Z INFO : rootca.crt
    2018-02-20T10:44:24.6097201Z INFO : scf.dat
    2018-02-20T10:44:24.6097201Z INFO : sof.dat
    2018-02-20T10:44:24.6097201Z INFO : SophosSetup_Stage2.exe
    2018-02-20T10:44:24.6409835Z INFO : sul.dll
    2018-02-20T10:44:24.6566152Z INFO : Management Certs/sophosca1.crl
    2018-02-20T10:44:24.6566152Z INFO : Management Certs/sophosca1.crt
    2018-02-20T10:44:24.6566152Z INFO : Management Certs/sophosca2.crl
    2018-02-20T10:44:24.6566152Z INFO : Management Certs/sophosca2.crt
    2018-02-20T10:44:24.6566152Z INFO : Management Certs/Sophos_SHA256_MCS_Root_CA3_exp20380504.crl
    2018-02-20T10:44:24.6566152Z INFO : Management Certs/Sophos_SHA256_MCS_Root_CA3_exp20380504.crt
    2018-02-20T10:44:24.6566152Z INFO : Management Certs/Sophos_SHA256_MCS_Root_CA4_exp20390504.crl
    2018-02-20T10:44:24.6566152Z INFO : Management Certs/Sophos_SHA256_MCS_Root_CA4_exp20390504.crt
    2018-02-20T10:44:24.7191420Z INFO : Running setup.
    Started B:\Program Files (x86)\Sophos\CloudInstaller\SophosSetup_Stage2.exe
    2018-02-20T10:44:24.7504054Z INFO : Setup command line: --mgmtserver="dzr-mcs-amzn-us-west-2-fa88.upe.p.hmr.sophos.com" --logfile="C:\\ProgramData\\Sophos\\CloudInstaller\\Logs\\SophosCloudInstaller_20180220_104421.log" --parentpid="3168" --products="all" --customertoken="e1a58324-cfb8-4c5b-b747-8abcc56befc0" --pipewritehandle="1184" --mcscustomerid="504470c6-cc4d-548d-9b36-c5032714036e"
    2018-02-20T10:44:24.7504054Z INFO : Model::server value changed to: dzr-mcs-amzn-us-west-2-fa88.upe.p.hmr.sophos.com
    2018-02-20T10:44:24.7504054Z INFO : Model::messageRelays value changed to be size: 0
    2018-02-20T10:44:24.7504054Z INFO : Model::user value changed to:
    2018-02-20T10:44:24.7504054Z INFO : Model::group value changed to:
    2018-02-20T10:44:24.7504054Z INFO : Model::parentPid value changed to: 3168
    2018-02-20T10:44:24.7504054Z INFO : Model::products changed to: all
    2018-02-20T10:44:24.7504054Z INFO : Model::customer token value changed to: e1a58324-cfb8-4c5b-b747-8abcc56befc0
    2018-02-20T10:44:24.7504054Z INFO : MCS Crts: B:\\Program Files (x86)\\Sophos\\CloudInstaller\\Management Certs\\sophosca1.crt,B:\\Program Files (x86)\\Sophos\\CloudInstaller\\Management Certs\\sophosca2.crt,B:\\Program Files (x86)\\Sophos\\CloudInstaller\\Management Certs\\Sophos_SHA256_MCS_Root_CA3_exp20380504.crt,B:\\Program Files (x86)\\Sophos\\CloudInstaller\\Management Certs\\Sophos_SHA256_MCS_Root_CA4_exp20390504.crt
    2018-02-20T10:44:24.7504054Z INFO : MCS CRLs: B:\\Program Files (x86)\\Sophos\\CloudInstaller\\Management Certs\\sophosca1.crl,B:\\Program Files (x86)\\Sophos\\CloudInstaller\\Management Certs\\sophosca2.crl,B:\\Program Files (x86)\\Sophos\\CloudInstaller\\Management Certs\\Sophos_SHA256_MCS_Root_CA3_exp20380504.crl,B:\\Program Files (x86)\\Sophos\\CloudInstaller\\Management Certs\\Sophos_SHA256_MCS_Root_CA4_exp20390504.crl
    2018-02-20T10:44:24.7504054Z INFO : Model:: MCS customer id value changed to: 504470c6-cc4d-548d-9b36-c5032714036e
    2018-02-20T10:44:24.7504054Z INFO : Beginning command definition.
    2018-02-20T10:44:24.7504054Z INFO : Adding competitor detection command.
    2018-02-20T10:44:24.7504054Z INFO : Adding command to register with Sophos cloud.
    2018-02-20T10:44:24.7504054Z INFO : Adding MCS Override Registry keys if applicable; computer name, computer description, working group/domain name.
    2018-02-20T10:44:24.7504054Z INFO : Adding command to remove existing installation of RMS.
    2018-02-20T10:44:24.7504054Z INFO : Adding command to download product suite.
    2018-02-20T10:44:24.7504054Z INFO : Adding commands to uninstall existing products.
    2018-02-20T10:44:24.7504054Z INFO : Adding command to retrieve policy.
    2018-02-20T10:44:24.7504054Z INFO : Adding command to prepare for installation.
    2018-02-20T10:44:24.7504054Z INFO : Adding command to install Sophos cloud.
    2018-02-20T10:44:24.7504054Z INFO : Adding command to persist installation and download status.
    2018-02-20T10:44:24.7504054Z INFO : Command definition complete.
    2018-02-20T10:44:24.7504054Z INFO : Stage 1 version:1.1.19.0
    2018-02-20T10:44:24.7504054Z INFO : Stage 2 version:1.1.19
    2018-02-20T10:44:24.7504054Z INFO : OS version: 6.1.7601.
    2018-02-20T10:44:24.7504054Z INFO : Service pack: 1.0.
    2018-02-20T10:44:24.7504054Z INFO : System Language: 1043.
    2018-02-20T10:44:24.7504054Z INFO : User Language: 1043.
    2018-02-20T10:44:24.7504054Z INFO : 64 bit: yes.
    2018-02-20T10:44:25.2975149Z INFO : Running System Property Check: VerifyTrust ...
    2018-02-20T10:44:25.3287783Z INFO : System Property Check: VerifyTrust - PASSED
    2018-02-20T10:44:25.3913051Z INFO : Running System Property Check: HostnameLength ...
    2018-02-20T10:44:25.3913051Z INFO : Initialized Winsock subsystem
    2018-02-20T10:44:25.3913051Z INFO : Valid hostname length
    2018-02-20T10:44:25.3913051Z INFO : System Property Check: HostnameLength - PASSED
    2018-02-20T10:44:25.4538319Z INFO : Running System Property Check: GroupNameLength ...
    2018-02-20T10:44:25.4538319Z INFO : System Property Check: GroupNameLength - PASSED
    2018-02-20T10:44:25.5163587Z INFO : Running System Property Check: IsAdministrator ...
    2018-02-20T10:44:25.5163587Z INFO : System Property Check: IsAdministrator - PASSED
    2018-02-20T10:44:25.5788855Z INFO : Running System Property Check: PendingReboots ...
    2018-02-20T10:44:25.5788855Z INFO : System Property Check: PendingReboots - PASSED
    2018-02-20T10:44:25.6414123Z INFO : Running System Property Check: PrimaryDriveSpace ...
    2018-02-20T10:44:25.6414123Z INFO : Enough space: 11969 Mb
    2018-02-20T10:44:25.6414123Z INFO : System Property Check: PrimaryDriveSpace - PASSED
    2018-02-20T10:44:25.7039391Z INFO : Running System Property Check: NotFirewall ...
    2018-02-20T10:44:25.7039391Z INFO : System Property Check: NotFirewall - PASSED
    2018-02-20T10:44:25.7664659Z INFO : Running System Property Check: NotHitmanProAlertIncompatible ...
    2018-02-20T10:44:25.7664659Z INFO : No HitmanPro.Alert Installed
    2018-02-20T10:44:25.7664659Z INFO : System Property Check: NotHitmanProAlertIncompatible - PASSED
    2018-02-20T10:44:25.8289927Z INFO : Running System Property Check: NotInvincea ...
    2018-02-20T10:44:25.8289927Z INFO : System Property Check: NotInvincea - PASSED
    2018-02-20T10:44:25.8915195Z INFO : Running System Property Check: NotMessageRelay ...
    2018-02-20T10:44:25.8915195Z INFO : MRParentAddress and ParentRouterAddress values match - not a message relay.
    2018-02-20T10:44:25.8915195Z INFO : System Property Check: NotMessageRelay - PASSED
    2018-02-20T10:44:25.9540463Z INFO : Running System Property Check: NotNac ...
    2018-02-20T10:44:25.9540463Z INFO : System Property Check: NotNac - PASSED
    2018-02-20T10:44:26.0165731Z INFO : Running System Property Check: NotPatch ...
    2018-02-20T10:44:26.0165731Z INFO : System Property Check: NotPatch - PASSED
    2018-02-20T10:44:26.0790999Z INFO : Running System Property Check: NotPureMessageDomino ...
    2018-02-20T10:44:26.0790999Z INFO : System Property Check: NotPureMessageDomino - PASSED
    2018-02-20T10:44:26.1416267Z INFO : Running System Property Check: NotPureMessageExchangeWithAntiSpam ...
    2018-02-20T10:44:26.1416267Z INFO : System Property Check: NotPureMessageExchangeWithAntiSpam - PASSED
    2018-02-20T10:44:26.2041535Z INFO : Running System Property Check: NotSharePoint ...
    2018-02-20T10:44:26.2041535Z INFO : System Property Check: NotSharePoint - PASSED
    2018-02-20T10:44:26.2666803Z INFO : Running System Property Check: NotSecServer ...
    2018-02-20T10:44:26.2666803Z INFO : System Property Check: NotSecServer - PASSED
    2018-02-20T10:44:26.3292071Z INFO : Running System Property Check: NotSum ...
    2018-02-20T10:44:26.3292071Z INFO : System Property Check: NotSum - PASSED
    2018-02-20T10:44:26.3917339Z INFO : Running System Property Check: NotTamperProtected ...
    2018-02-20T10:44:26.3917339Z INFO : Sophos Endpoint Defense is not installed
    2018-02-20T10:44:26.3917339Z INFO : System Property Check: NotTamperProtected - PASSED
    2018-02-20T10:44:26.4542607Z INFO : Running System Property Check: RAMSize ...
    2018-02-20T10:44:26.4542607Z INFO : System Property Check: RAMSize - PASSED
    2018-02-20T10:44:26.5167875Z INFO : Running System Property Check: SupportedOS ...
    2018-02-20T10:44:26.5167875Z INFO : Running on server.
    2018-02-20T10:44:26.5167875Z INFO : System Property Check: SupportedOS - PASSED
    2018-02-20T10:44:26.5793143Z INFO : Running System Property Check: ValidTempDirectory ...
    2018-02-20T10:44:26.5793143Z INFO : Temp folder exists.
    2018-02-20T10:44:26.5793143Z INFO : System Property Check: ValidTempDirectory - PASSED
    2018-02-20T10:44:26.6418411Z INFO : Running System Property Check: ValidServer ...
    2018-02-20T10:44:26.6418411Z INFO : System Property Check: ValidServer - PASSED
    2018-02-20T10:44:26.7043679Z INFO : Running System Property Check: ValidDeploymentInfo ...
    2018-02-20T10:44:26.7043679Z INFO : Current Time: 2018-02-20T10:44:26.704000
    2018-02-20T10:44:26.7043679Z INFO : This computer is part of the domain ...
    2018-02-20T10:44:26.7043679Z INFO : Domain Name: ....
    2018-02-20T10:44:26.7043679Z INFO : Computer Name: ....
    2018-02-20T10:44:26.7043679Z INFO : Computer Description is not available.
    2018-02-20T10:44:26.7043679Z INFO : Operating System: WIN2008SERVERR2
    2018-02-20T10:44:26.7043679Z INFO : ProductType: 10
    2018-02-20T10:44:26.7043679Z INFO : Last logged on user was: ...
    2018-02-20T10:44:26.7043679Z INFO : Fully Qualified Domain Name: .....
    2018-02-20T10:44:26.7043679Z INFO : Processor architecture: x64
    2018-02-20T10:44:26.7043679Z INFO : OS Major Version: 6 and OS Minor Version: 1
    2018-02-20T10:44:26.7043679Z INFO : Friendly OS Name: WIN2008SERVERR2
    2018-02-20T10:44:26.7043679Z INFO : Is server?: 1
    2018-02-20T10:44:26.7356313Z INFO : Sending HTTP 'POST' request to: sophos/management/ep/install/deployment-info
    2018-02-20T10:44:26.7512630Z WARNING : WinHttpGetProxyForUrl returned: 12180
    2018-02-20T10:44:26.7512630Z INFO : Attempting to connect using proxy '' of type 'Empty Proxy'.
    2018-02-20T10:44:26.7512630Z INFO : Set security protocol: 00000800
    2018-02-20T10:44:26.7512630Z INFO : Opening connection to dzr-mcs-amzn-us-west-2-fa88.upe.p.hmr.sophos.com
    2018-02-20T10:44:26.7512630Z INFO : Opened connection to dzr-mcs-amzn-us-west-2-fa88.upe.p.hmr.sophos.com
    2018-02-20T10:44:26.7512630Z INFO : Sending request for connection confirmation through potential proxy
    2018-02-20T10:44:26.7512630Z INFO : Request content size: 0
    2018-02-20T10:44:27.2983725Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
    2018-02-20T10:44:27.2983725Z INFO : Certificate check succeeded
    2018-02-20T10:44:27.2983725Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
    2018-02-20T10:44:27.4859529Z INFO : Response status code: 200
    2018-02-20T10:44:27.4859529Z INFO : Response data size: 168
    2018-02-20T10:44:27.4859529Z INFO : trySendRequestThroughPotentialProxy returning response with status code: 200
    2018-02-20T10:44:27.4859529Z INFO : Request content size: 1062
    2018-02-20T10:44:27.4859529Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
    2018-02-20T10:44:27.4859529Z INFO : Certificate check succeeded
    2018-02-20T10:44:27.4859529Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
    2018-02-20T10:44:27.6735333Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
    2018-02-20T10:44:27.6735333Z INFO : Certificate check succeeded
    2018-02-20T10:44:27.6735333Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
    2018-02-20T10:44:27.6735333Z INFO : Response status code: 200
    2018-02-20T10:44:27.6735333Z INFO : Response data size: 179
    2018-02-20T10:44:27.6735333Z INFO : Parsing message received for deployment token: {"registrationToken":"035f30aca925bba802708c461080db5d7b4beb4592d9355e21dbca3174777801","products":[{"product":"PRODUCT_ASSIGNMENT_NOT_SUPPORTED","reasons":[],"supported":false}]}
    2018-02-20T10:44:27.6735333Z INFO : Model::token value changed to: 035f30aca925bba802708c461080db5d7b4beb4592d9355e21dbca3174777801
    2018-02-20T10:44:27.6735333Z INFO : Licenses available: PRODUCT_ASSIGNMENT_NOT_SUPPORTED
    2018-02-20T10:44:27.7360601Z INFO : Running System Property Check: InstallationInProgress ...
    2018-02-20T10:44:27.7360601Z INFO : System Property Check: InstallationInProgress - PASSED
    2018-02-20T10:44:27.7985869Z INFO : Running System Property Check: SafeGuardEncryption ...
    2018-02-20T10:44:27.7985869Z INFO : SafeGuard not installed.
    2018-02-20T10:44:27.7985869Z INFO : System Property Check: SafeGuardEncryption - PASSED
    2018-02-20T10:44:32.9098486Z INFO : Starting installation process.
    2018-02-20T10:44:32.9098486Z INFO : About to execute command: CompetitorDetector
    2018-02-20T10:44:32.9098486Z INFO : Command 'CompetitorDetector' completed with success with reboot code '0' and error message ''.
    2018-02-20T10:44:32.9098486Z INFO : About to execute command: Register
    2018-02-20T10:44:32.9098486Z INFO : Sending HTTP 'POST' request to: sophos/management/ep/install/register
    2018-02-20T10:44:32.9098486Z WARNING : WinHttpGetProxyForUrl returned: 12180
    2018-02-20T10:44:32.9098486Z INFO : Attempting to connect using proxy '' of type 'Empty Proxy'.
    2018-02-20T10:44:32.9098486Z INFO : Set security protocol: 00000800
    2018-02-20T10:44:32.9098486Z INFO : Opening connection to dzr-mcs-amzn-us-west-2-fa88.upe.p.hmr.sophos.com
    2018-02-20T10:44:32.9098486Z INFO : Opened connection to dzr-mcs-amzn-us-west-2-fa88.upe.p.hmr.sophos.com
    2018-02-20T10:44:32.9098486Z INFO : Sending request for connection confirmation through potential proxy
    2018-02-20T10:44:32.9098486Z INFO : Request content size: 0
    2018-02-20T10:44:32.9098486Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
    2018-02-20T10:44:32.9098486Z INFO : Certificate check succeeded
    2018-02-20T10:44:32.9098486Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
    2018-02-20T10:44:33.0973354Z INFO : Response status code: 200
    2018-02-20T10:44:33.0973354Z INFO : Response data size: 168
    2018-02-20T10:44:33.0973354Z INFO : trySendRequestThroughPotentialProxy returning response with status code: 200
    2018-02-20T10:44:33.0973354Z INFO : Request content size: 1062
    2018-02-20T10:44:33.0973354Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
    2018-02-20T10:44:33.0973354Z INFO : Certificate check succeeded
    2018-02-20T10:44:33.0973354Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
    2018-02-20T10:44:33.3941895Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
    2018-02-20T10:44:33.3941895Z INFO : Certificate check succeeded
    2018-02-20T10:44:33.3941895Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
    2018-02-20T10:44:33.3941895Z INFO : Response status code: 200
    2018-02-20T10:44:33.3941895Z INFO : Response data size: 72
    2018-02-20T10:44:33.3941895Z INFO : Retrieved endpoint id: 378a85d4-cc34-e491-b8a0-137f7da45625
    2018-02-20T10:44:33.3941895Z INFO : MCS Endpoint folder: C:\\ProgramData\\Sophos\\Management Communications System\\Endpoint\\
    2018-02-20T10:44:33.3941895Z INFO : MCS Endpoint folder: C:\\ProgramData\\Sophos\\Management Communications System\\Endpoint\\
    2018-02-20T10:44:33.3941895Z INFO : Retrieved customer id: 504470c6-cc4d-548d-9b36-c5032714036e
    2018-02-20T10:44:33.3941895Z INFO : MCS Endpoint folder: C:\\ProgramData\\Sophos\\Management Communications System\\Endpoint\\
    2018-02-20T10:44:34.4097430Z INFO : Sending HTTP 'PUT' request to: sophos/management/ep/install/statuses/endpoint/378a85d4-cc34-e491-b8a0-137f7da45625
    2018-02-20T10:44:34.4097430Z INFO : Request content size: 952
    2018-02-20T10:44:34.4097430Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
    2018-02-20T10:44:34.4097430Z INFO : Certificate check succeeded
    2018-02-20T10:44:34.4097430Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
    2018-02-20T10:44:34.7222210Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
    2018-02-20T10:44:34.7222210Z INFO : Certificate check succeeded
    2018-02-20T10:44:34.7222210Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
    2018-02-20T10:44:34.7222210Z INFO : Response status code: 200
    2018-02-20T10:44:34.7222210Z INFO : Response data size: 0
    2018-02-20T10:44:34.7222210Z INFO : Attempt to retrieve policy.
    2018-02-20T10:44:34.7222210Z INFO : Sending HTTP 'GET' request to: sophos/management/ep/install/commands/applications/APPSPROXY;ALC/endpoint/378a85d4-cc34-e491-b8a0-137f7da45625
    2018-02-20T10:44:34.7222210Z INFO : Request content size: 0
    2018-02-20T10:44:34.7222210Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
    2018-02-20T10:44:34.7222210Z INFO : Certificate check succeeded
    2018-02-20T10:44:34.7222210Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
    2018-02-20T10:44:34.9097078Z INFO : Response status code: 200
    2018-02-20T10:44:34.9097078Z INFO : Response data size: 725
    2018-02-20T10:44:34.9097078Z INFO : Successfully retrieved policy: commandID='62' policyId='d655adbba5ad7065045867a5851f3ed189551161ec96113894ff0298a4da5e9a'.
    2018-02-20T10:44:34.9097078Z INFO : Sending HTTP 'DELETE' request to: sophos/management/ep/install/commands/endpoint/378a85d4-cc34-e491-b8a0-137f7da45625/62
    2018-02-20T10:44:34.9097078Z INFO : Request content size: 0
    2018-02-20T10:44:34.9097078Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
    2018-02-20T10:44:34.9097078Z INFO : Certificate check succeeded
    2018-02-20T10:44:34.9097078Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
    2018-02-20T10:44:35.0971946Z INFO : Response status code: 200
    2018-02-20T10:44:35.0971946Z INFO : Response data size: 0
    2018-02-20T10:44:35.0971946Z INFO : Sending HTTP 'GET' request to: sophos/management/ep/install/policy/application/ALC/d655adbba5ad7065045867a5851f3ed189551161ec96113894ff0298a4da5e9a
    2018-02-20T10:44:35.0971946Z INFO : Request content size: 0
    2018-02-20T10:44:35.0971946Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
    2018-02-20T10:44:35.0971946Z INFO : Certificate check succeeded
    2018-02-20T10:44:35.0971946Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
    2018-02-20T10:44:35.3628009Z INFO : Response status code: 200
    2018-02-20T10:44:35.3628009Z INFO : Response data size: 2454
    2018-02-20T10:44:35.3628009Z INFO : OverwritingSAUPolicy file C:\\ProgramData\\Sophos\\Remote Management System\\3\\Agent\\AdapterStorage\\ALC\\SAUPolicy
    2018-02-20T10:44:35.3628009Z INFO : New SAU, assume obfuscated password
    2018-02-20T10:44:35.8627657Z INFO : Updating subscription created with id: Base, rigidname: WindowsCloudServer, baseversion: 1, tag: RECOMMENDED, fixedversion:
    2018-02-20T10:44:35.8627657Z INFO : Updating subscription created with id: HitmanProAlert, rigidname: WindowsCloudServerHitmanProAlert, baseversion: 1, tag: RECOMMENDED, fixedversion:
    2018-02-20T10:44:35.8627657Z INFO : Features: APPCNTRL
    2018-02-20T10:44:35.8627657Z INFO : Features: AV
    2018-02-20T10:44:35.8627657Z INFO : Features: CLEAN
    2018-02-20T10:44:35.8627657Z INFO : Features: CORE
    2018-02-20T10:44:35.8627657Z INFO : Features: DLP
    2018-02-20T10:44:35.8627657Z INFO : Features: DVCCNTRL
    2018-02-20T10:44:35.8627657Z INFO : Features: EFW
    2018-02-20T10:44:35.8627657Z INFO : Features: HBT
    2018-02-20T10:44:35.8627657Z INFO : Features: MTD
    2018-02-20T10:44:35.8627657Z INFO : Features: NTP
    2018-02-20T10:44:35.8627657Z INFO : Features: SAV
    2018-02-20T10:44:35.8627657Z INFO : Features: SDU
    2018-02-20T10:44:35.8627657Z INFO : Features: WEBCNTRL
    2018-02-20T10:44:35.8627657Z INFO : Features: XPD
    2018-02-20T10:44:35.8627657Z INFO : Setting https download to: false
    2018-02-20T10:44:35.8627657Z INFO : Updating  credentials created with username: POBXQ5YOXJ
    2018-02-20T10:44:35.8627657Z INFO : MCS Endpoint folder: C:\\ProgramData\\Sophos\\Management Communications System\\Endpoint\\
    2018-02-20T10:44:35.8627657Z INFO : Command 'Register' completed with success with reboot code '0' and error message ''.
    2018-02-20T10:44:35.8627657Z INFO : About to execute command: StoreMcsRegistryKeys
    2018-02-20T10:44:35.8627657Z INFO : Command 'StoreMcsRegistryKeys' completed with success with reboot code '0' and error message ''.
    2018-02-20T10:44:35.8627657Z INFO : About to execute command: Download
    2018-02-20T10:44:35.8627657Z INFO : Update Cache Cert Path folder: C:\\ProgramData\\Sophos\\Certificates\\AutoUpdate\\Cache
    2018-02-20T10:44:35.8627657Z INFO : About to create directory: C:\\ProgramData\\Sophos\\CloudInstaller\\AutoUpdatePreparation\\Cache\\decoded
    2018-02-20T10:44:35.8627657Z INFO : Command 'Download' completed with failure with reboot code '0' and error message 'Could not download software'.
    2018-02-20T10:44:35.8627657Z ERROR : Installation failed.
    2018-02-20T10:44:35.8627657Z INFO : Sending HTTP 'POST' request to: sophos/management/ep/install/events/endpoint/378a85d4-cc34-e491-b8a0-137f7da45625
    2018-02-20T10:44:35.8627657Z WARNING : WinHttpGetProxyForUrl returned: 12180
    2018-02-20T10:44:35.8627657Z INFO : Attempting to connect using proxy '' of type 'Empty Proxy'.
    2018-02-20T10:44:35.8627657Z INFO : Set security protocol: 00000800
    2018-02-20T10:44:35.8627657Z INFO : Opening connection to dzr-mcs-amzn-us-west-2-fa88.upe.p.hmr.sophos.com
    2018-02-20T10:44:35.8627657Z INFO : Opened connection to dzr-mcs-amzn-us-west-2-fa88.upe.p.hmr.sophos.com
    2018-02-20T10:44:35.8627657Z INFO : Sending request for connection confirmation through potential proxy
    2018-02-20T10:44:35.8627657Z INFO : Request content size: 0
    2018-02-20T10:44:35.8627657Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
    2018-02-20T10:44:35.8783896Z INFO : Certificate check succeeded
    2018-02-20T10:44:35.8783896Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
    2018-02-20T10:44:36.0502525Z INFO : Response status code: 200
    2018-02-20T10:44:36.0502525Z INFO : Response data size: 168
    2018-02-20T10:44:36.0502525Z INFO : trySendRequestThroughPotentialProxy returning response with status code: 200
    2018-02-20T10:44:36.0502525Z INFO : Request content size: 1002
    2018-02-20T10:44:36.0502525Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
    2018-02-20T10:44:36.0502525Z INFO : Certificate check succeeded
    2018-02-20T10:44:36.0502525Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
    2018-02-20T10:44:37.6907620Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
    2018-02-20T10:44:37.7063859Z INFO : Certificate check succeeded
    2018-02-20T10:44:37.7063859Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
    2018-02-20T10:44:37.7063859Z INFO : Response status code: 200
    2018-02-20T10:44:37.7063859Z INFO : Response data size: 0
    2018-02-20T10:44:40.9249093Z INFO : Data folder: C:\\ProgramData\\Sophos\\AutoUpdate\\data
    2018-02-20T10:44:40.9249093Z INFO : Data folder: C:\\ProgramData\\Sophos\\AutoUpdate\\data
    2018-02-20T10:44:40.9249093Z INFO : Sending HTTP 'PUT' request to: prod/2018-02-20T10:44:40Z-2018-02-20T10:44:40Z-36d2d2d5-942c-596d-a807-97de95c0b58c.json
    2018-02-20T10:44:40.9249093Z WARNING : WinHttpGetProxyForUrl returned: 12180
    2018-02-20T10:44:40.9249093Z INFO : Attempting to connect using proxy '' of type 'Empty Proxy'.
    2018-02-20T10:44:40.9249093Z INFO : Set security protocol: 00000800
    2018-02-20T10:44:40.9249093Z INFO : Opening connection to t1.sophosupd.com
    2018-02-20T10:44:40.9249093Z INFO : Opened connection to t1.sophosupd.com
    2018-02-20T10:44:40.9249093Z INFO : Request content size: 2742
    2018-02-20T10:44:41.0499005Z INFO : Response status code: 200
    2018-02-20T10:44:41.0499005Z INFO : Response data size: 0
    2018-02-20T10:44:41.0499005Z INFO : trySendRequestThroughPotentialProxy returning response with status code: 200
    2018-02-20T10:44:41.0499005Z INFO : Telemetry Response:
    2018-02-20T10:44:41.0655244Z INFO : Cleaning up extracted files
    2018-02-20T10:44:41.0967722Z ERROR : Exception: Setup program failed with code: 1

  • 0

    Hello Kevin,

    the forum naming is confusing. You are attempting the installation of the Endpoint software, but the issue is Central-specific and Central is probably the better forum.

    Looks like it fails to create a required directory - the 'Could not download software' immediately follows the line About to create directory: C:\\ProgramData\\Sophos\\CloudInstaller .... AFAIK the latter should be followed by Created directory: C:\\ProgramData\\Sophos\\CloudInstaller .... Can't say though what the cause is.

    Christian

  • 0 in reply to QC

    thanks for the reply, can i move this topic to the central-specific or do i need to make a new topic?

  • 0 in reply to Kevin Paulusse

    Hello Kevin,

    please join the Central group. You might then be able to move the thread (near the  Reply  button in your initial post click More), if not I can move it (but only after you have joined).

    Christian

  • 0 in reply to QC

    i have joined Sophos central.

    when i want to move, it shows there is no place i may create a new.

  • 0

    Nobody has had this problem before?

    Regards

  • +1 in reply to Kevin Paulusse

    tickhet can be closed.

    install worked after couple of days.

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