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Sophos Endpoint Protection Installer - Installation failed

Stefan Burri

Hi everyone

I work in a corporate environment where we've been using Sophos Central and Endpoint with InterceptX for quite a while now.

However, the new SophosSetup.exe (downloaded on Sophos Central) generates some troubles. We are unable to manual install Sophos Endpoint Protection on any Windows 10 desktops or laptops on the first run.

 

But if we run the .exe once again, a restart required messages will be shown, but the installation succeed

 

First run :
C:\Program Files (x86)\Sophos > Folder is empty

SophosCloudInstaller_20180417_093457
….
2018-04-17T09:34:59.0987653Z INFO : System Property Check: HostnameLength - PASSED
2018-04-17T09:34:59.1618150Z INFO : Running System Property Check: GroupNameLength ...
2018-04-17T09:34:59.1618150Z INFO : System Property Check: GroupNameLength - PASSED
2018-04-17T09:34:59.2240578Z INFO : Running System Property Check: IsAdministrator ...
2018-04-17T09:34:59.2240578Z INFO : System Property Check: IsAdministrator - PASSED
2018-04-17T09:34:59.2864591Z INFO : Running System Property Check: PendingReboots ...
2018-04-17T09:35:03.6788155Z INFO : Cleaning up extracted files
2018-04-17T09:35:06.0098583Z ERROR : Exception: ReadFile failed: 109

Log after relaunch sophossetup.exe
…
2018-04-17T09:35:08.8074851Z INFO : System Property Check: HostnameLength - PASSED
2018-04-17T09:35:08.8700787Z INFO : Running System Property Check: GroupNameLength ...
2018-04-17T09:35:08.8700787Z INFO : System Property Check: GroupNameLength - PASSED
2018-04-17T09:35:08.9325110Z INFO : Running System Property Check: IsAdministrator ...
2018-04-17T09:35:08.9325110Z INFO : System Property Check: IsAdministrator - PASSED
2018-04-17T09:35:08.9949392Z INFO : Running System Property Check: PendingReboots ...
2018-04-17T09:35:08.9949392Z WARNING : System Property Check: System PendingReboots - FAILED
2018-04-17T09:35:09.0575890Z INFO : Running System Property Check: PrimaryDriveSpace ...
2018-04-17T09:35:09.0575890Z INFO : Enough space: 226224 Mb
2018-04-17T09:35:09.0575890Z INFO : System Property Check: PrimaryDriveSpace - PASSED
2018-04-17T09:35:09.1200712Z INFO : Running System Property Check: MsXml ...
2018-04-17T09:35:09.1200712Z INFO : System Property Check: MsXml - PASSED
2018-04-17T09:35:09.1826096Z INFO : Running System Property Check: NotFirewall ...
2018-04-17T09:35:09.1826096Z INFO : System Property Check: NotFirewall - PASSED
2018-04-17T09:35:09.2450291Z INFO : Running System Property Check: NotHitmanProAlertIncompatible ...
2018-04-17T09:35:09.2450291Z INFO : No HitmanPro.Alert Installed

And if we try to install with cmd it won’t work at all
SophosSetup.exe" --products=antivirus;intercept --quiet

 

Is anyone else having the same issue? Thanks for your support.

 

BR

Dominic



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  • +1

    Hi Stefan Burri,

    It seems a common warning. One the below can be followed to proceed with the installation.

    Option 1 (recommended):

    •  Reboot the system before the installation is started.

    Option 2 (should only be used when Solution 1 has not been successful):

    • Temporarily rename the PendingFileRenameOperations value (select the "PendingFileRenameOperations" item and press 'F2' or right click and select 'Rename') to PendingFileRenameOperations_Backup before starting the SafeGuard Enterprise Client installation. 

      Rename it back to the original value after the SafeGuard Enterprise Client installation (incl. SafeGuard Enterprise Client Configuration package and successive reboot) completed.

    Option 3 - If this error occurs and the registry key is not present.

    • Open Windows Explorer and check to see if the hidden system folder "config.msi" exists. If so, clean up the contents of this folder and then delete the folder.

    Regards,

    Gowtham Mani
    Community Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.

Reply
  • +1

    Hi Stefan Burri,

    It seems a common warning. One the below can be followed to proceed with the installation.

    Option 1 (recommended):

    •  Reboot the system before the installation is started.

    Option 2 (should only be used when Solution 1 has not been successful):

    • Temporarily rename the PendingFileRenameOperations value (select the "PendingFileRenameOperations" item and press 'F2' or right click and select 'Rename') to PendingFileRenameOperations_Backup before starting the SafeGuard Enterprise Client installation. 

      Rename it back to the original value after the SafeGuard Enterprise Client installation (incl. SafeGuard Enterprise Client Configuration package and successive reboot) completed.

    Option 3 - If this error occurs and the registry key is not present.

    • Open Windows Explorer and check to see if the hidden system folder "config.msi" exists. If so, clean up the contents of this folder and then delete the folder.

    Regards,

    Gowtham Mani
    Community Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.

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