Guest User!

You are not Sophos Staff.

Thread Info
  • State Not Answered
  • Locked Locked
  • Replies 3 replies
  • Subscribers 10 subscribers
  • Views 9907 views
  • Users 0 members are here
Options
Suggested
This discussion has been locked.
You can no longer post new replies to this discussion. If you have a question you can start a new discussion

Failed to install Sophos Anti-Virus for Windows: uninstalling an older product failed.

Xei Pham

Hello,

 

We had to uninstall an old version of Sophos off computers for the new Sophos Endpoint agent. Despite turning off the tamper protection, I couldn't remove Sophos Antivirus ( everything else was successfully taken off). I've reboot the computer several times and still no luck. Silly me thought perhaps would work if I went ahead with installing the the new Sophos Endpoint agent would perhaps override the old client.

Installation was a failure yet Sophos Endpoint is running but with missing services, the message showing on the event log on Sophos central is that "Failed to install Sophos Anti-Virus for Windows: uninstalling an older product failed." I cannot uninstall Sophos Endpoint, and old Sophos antivirus doesn't exist on uninstall a program either but the client can still be opened and run. 

 

I'm at lost now, can someone shed some light or advice please.

The operating system with the issue is Windows 10 (if that's of any use).



This thread was automatically locked due to age.
  • 0

    Hello Xei Pham,

    the Sophos Anti-Virus Uninstall Log ... and/or Sophos Anti-Virus CustomActions Log ... from %windir%\Temp\ should have some details on the failure, please see the Troubleshooting article. Feel free to post the logs if you need help with them.

    Christian

  • 0 in reply to QC

    Hello Christian, I hope you see this, along the same lines I was able to use the batch script that is in tech article 122126 but it fails to remove the Sophos Agent and Sophos Message Router. If I remove it from add remove programs it's fine. So I'm wondering what signature file number am I missing. I'll copy the script here.

     

    Thanks Rory

    net stop "SAVService"
    net stop "Sophos AutoUpdate Service"
    "C:\Program Files\Sophos\Sophos Endpoint Agent\uninstallcli.exe"
    :Sophos AutoUpdate XG Endpoint (5.13.51) Server (5.13.51)
    MsiExec.exe /qn /X{7CD26A0C-9B59-4E84-B5EE-B386B2F7AA16} REBOOT=ReallySuppress
    MsiExec.exe /qn /X{BCF53039-A7FC-4C79-A3E3-437AE28FD918} REBOOT=ReallySuppress
    MsiExec.exe /qn /X{9D1B8594-5DD2-4CDC-A5BD-98E7E9D75520} REBOOT=ReallySuppress
    MsiExec.exe /qn /X{AFBCA1B9-496C-4AE6-98AE-3EA1CFF65C54} REBOOT=ReallySuppress
    MsiExec.exe /qn /X{E82DD0A8-0E5C-4D72-8DDE-41BB0FC06B3E} REBOOT=ReallySuppress
    MsiExec.exe /qn /X{72E136F7-3751-422E-AC7A-1B2E46391909} REBOOT=ReallySuppress
    :Sophos Anti-Virus Endpoint 10.8.2.342
    MsiExec.exe /qn /X{8123193C-9000-4EEB-B28A-E74E779759FA} REBOOT=ReallySuppress
    MsiExec.exe /qn /X{36333618-1CE1-4EF2-8FFD-7F17394891CE} REBOOT=ReallySuppress
    MsiExec.exe /qn /X{DFDA2077-95D0-4C5F-ACE7-41DA16639255} REBOOT=ReallySuppress
    MsiExec.exe /qn /X{CA3CE456-B2D9-4812-8C69-17D6980432EF} REBOOT=ReallySuppress
    MsiExec.exe /qn /X{CA524364-D9C5-4804-92DE-2800BDAC1AA4} REBOOT=ReallySuppress
    MsiExec.exe /qn /X{3B998572-90A5-4D61-9022-00B288DD755D} REBOOT=ReallySuppress
    MsiExec.exe /qn /X{4BAF6F55-FFE4-4A3A-8367-CC2EBB0F11C3} REBOOT=ReallySuppress
    MsiExec.exe /qn /X{BA8752FE-75E5-43DD-9913-23509EFEB409} REBOOT=ReallySuppress
    :Sophos Anti-Virus Server 10.8.1.316
    MsiExec.exe /qn /X{72E30858-FC95-4C87-A697-670081EBF065} REBOOT=ReallySuppress
    MsiExec.exe /qn /X{66967E5F-43E8-4402-87A4-04685EE5C2CB} REBOOT=ReallySuppress
    MsiExec.exe /qn /X{2519A41E-5D7C-429B-B2DB-1E943927CB3D} REBOOT=ReallySuppress
    MsiExec.exe /qn /X{6654537D-935E-41C0-A18A-C55C2BF77B7E} REBOOT=ReallySuppress
    :Sophos System Protection
    MsiExec.exe /qn /X{934BEF80-B9D1-4A86-8B42-D8A6716A8D27} REBOOT=ReallySuppress
    MsiExec.exe /qn /X{1093B57D-A613-47F3-90CF-0FD5C5DCFFE6} REBOOT=ReallySuppress
    :Sophos Network Threat Protection Endpoint (1.6.196) Server (1.5.213)
    MsiExec.exe /qn /X{604350BF-BE9A-4F79-B0EB-B1C22D889E2D} REBOOT=ReallySuppress
    :Sophos Health Endpoint (2.0.7.80) Server (2.0.6.828)
    MsiExec.exe /qn /X{A5CCEEF1-B6A7-4EB4-A826-267996A62A9E} REBOOT=ReallySuppress
    MsiExec.exe /qn /X{D5BC54B8-1DA1-44F4-AE6F-86E05CDB0B44} REBOOT=ReallySuppress
    MsiExec.exe /qn /X{E44AF5E6-7D11-4BDF-BEA8-AA7AE5FE6745} REBOOT=ReallySuppress
    :Sophos Diagnostic Utility Endpoint (1.21.0.0) Server (1.21.0.0)
    MsiExec.exe /qn /X{4627F5A1-E85A-4394-9DB3-875DF83AF6C2} REBOOT=ReallySuppress
    :Heartbeat
    MsiExec.exe /qn /X{DFFA9361-3625-4219-82C2-9EF011E433B1} REBOOT=ReallySuppress
    :Sophos Management Communications System Endpoint (4.8.5) Server (4.8.5)
    MsiExec.exe /qn /X{A1DC5EF8-DD20-45E8-ABBD-F529A24D477B} REBOOT=ReallySuppress
    MsiExec.exe /qn /X{1FFD3F20-5D24-4C9A-B9F6-A207A53CF179} REBOOT=ReallySuppress
    MsiExec.exe /qn /X{D875F30C-B469-4998-9A08-FE145DD5DC1A} REBOOT=ReallySuppress
    MsiExec.exe /qn /X{2C14E1A2-C4EB-466E-8374-81286D723D3A} REBOOT=ReallySuppress
    :Sophos Management Communications System Endpoint (4.9.204)
    "C:\Program Files (x86)\Sophos\Management Communication System\Endpoint\uninstall.exe" /uninstall /quiet
    "C:\Program Files\Sophos\Management Communication System\Endpoint\uninstall.exe" /uninstall /quiet
    :UI
    MsiExec.exe /qn /X{D29542AE-287C-42E4-AB28-3858E13C1A3E} REBOOT=ReallySuppress
    :Sophos Endpoint Firewall Endpoint (1.1.0.0) Server (1.1.0.0)
    MsiExec.exe /qn /X{2831282D-8519-4910-B339-2302840ABEF3} REBOOT=ReallySuppress
    :Sophos Endpoint Self Help Endpoint (2.0.103) Server (2.0.103)
    MsiExec.exe /qn /X{4EFCDD15-24A2-4D89-84A4-857D1BF68FA8} REBOOT=ReallySuppress
    MsiExec.exe /qn /X{BB36D9C2-6AE5-4AB2-BC91-ECD247092BD8} REBOOT=ReallySuppress
    :Sophos Lockdown 7.1.1.1
    MsiExec.exe /qn /X{77F92E90-ED4F-4CFF-8F60-3E3E4AEB705C} REBOOT=ReallySuppress
    :Sophos File Scanner Endpoint (1.3.10) Server (1.2.0)
    "C:\Program Files\Sophos\Sophos File Scanner\Uninstall.exe"
    :Sophos Standalone Engine Endpoint (1.2.15) Server (1.2.3)
    "C:\Program Files\Sophos\Sophos Standalone Engine\uninstall.exe"
    :Sophos ML Engine
    "C:\Program Files\Sophos\Sophos ML Engine\uninstall.exe"
    :Sophos Endpoint Agent 2.0.0
    "C:\Program Files\Sophos\Sophos Endpoint Agent\uninstallgui.exe"
    :Sophos Clean Endpoint (3.8.5.111) Server (3.8.4.189)
    "C:\Program Files (x86)\Sophos\Clean\uninstall.exe"
    :Sophos Endpoint Defense Endpoint (2.0.0.394) Server (1.5.1.6)
    "C:\Program Files\Sophos\Endpoint Defense\uninstall.exe"
    :HMPA (managed)
    "C:\Program Files (x86)\HitmanPro.Alert\hmpalert.exe" /uninstall /quiet
    :HMPA 1.0.0.699
    "C:\Program Files (x86)\HitmanPro.Alert\uninstall.exe"
    :HMPA 3.7.14.265
    "C:\Program Files\HitmanPro\HitmanPro.exe" /uninstall /quiet

     

  • 0 in reply to Rory Sena

    Hello Rory Sena,

    I'm not using Central so I can't say what the correct current product codes are.
    This How to uninstall article describes how to determine the product codes of the installed versions.

    Christian 

Unfiltered HTML