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Sophos Endpoint Protection Installer Failing on Mac OS

RBGE

Hello all,

I'm having an issue installing Sophos Endpoint Protection on a Mac running 10.11.6 where it just stops with an Installation Failed error as shown below

There's no mention of any reason for this, and the machine has a valid network connection and plenty of HD space.  I've downloaded a fresh installer from Sophos Central, and each time the installer is run a line similar to the following gets added to /var/log/install.log

Apr 17 14:03:05 MLSTS01 Sophos Bootstrap[880]: [SMESophosBootstrapAppDelegate.m:1744] System verified

However, after clicking Install on the startup window and authenticating, the error shown above immediately appears.

The machine previously had an Enterprise Console managed version of Sophos installed, which was uninstalled and the machine rebooted before attempting the Central installer.  I've also tried running 'Sophos Installer' directly as suggested in https://community.sophos.com/kb/en-us/125103 (even though I'm not receiving that error) which hasn't made any difference.

The machine previously had a bootcamp partition which I've since removed, although this hasn't made any difference either.

Does anyone have any ideas what to try next?  The lack of any actual error message is the most frustrating thing here.

I attach the install.log file as well in case it's any use, although the only addition from Sophos is the line quoted above when the installer starts (no log entry when the installer actually fails).

Thanks in advance for any advice!

0743.install.log.zip



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  • 0

    Hi RBGE,

    Starting to feel this is common issue.. see :https://community.sophos.com/products/sophos-central/f/sophos-central/98885/sophos-central-endpoint-installation-failed

    Sorry, yet to find an answer. Thought i would link our thread to yours..

    Regards

    Jason

  • 0 in reply to Jason W

    Hi Jason W,

    Yes, I saw that thread before posting mine, but didn't think resurrecting a 4 month old one would be much use.  Mainly due to the fact that the suggested solution was to download the updated installer, which I've already done.

    For the meantime I've reinstalled the Enterprise Console managed version which has worked, but I will need to sort out the Central installer at some point soon.  Fortunately this is (so far) the only Mac where I've experienced this issue, and we only have a small handful of them here anyway. I was hoping the fact I was using an older Mac with all kinds of system utilities installed would be a contributing factor, but if you're experiencing the same issue on a clean install of 10.13 that slightly dashes this hope.

    If I can't find a solution soon I'll open a support ticket and update this thread with anything I get back.

     

    Thanks.

  • +1 in reply to RBGE

    Hi - thought i would pass on some good findings.. This was the culprit in question ( see links below )

    community.sophos.com/.../127252

     

    This was more related to our issues we've been having.

    https://community.sophos.com/kb/en-us/131749

     

    "To implement the temporary special build"

    Looking forward to the special installer already..

     

    Regards

    Jason

  • 0 in reply to Jason W

    Many thanks Jason!  I don't have the Mac in question handy here as I've returned it to the user who is off-site, but I'll give this a shot when I can get access to the machine again. DeployStudio wasn't installed, but there were a few other system utilities (MacFuse, and others I can't remember exact names of!) and it's possible they've done something similar.

    Hopefully it's worked for all of your machines!

    Thanks.

     

    EDIT: Turns out the permissions were wrong on the /Library/Application Support folder.  After correcting them, Sophos has now installed properly.

    Would be nice if the error message indicated this was the problem, but at least now I know what to look for!
    Thanks again.

  • 0 in reply to RBGE

    For anyone else who finds this post at a later date, the problem in my case was caused by Fuse for MacOS ( https://osxfuse.github.io/ ).  Not only does it reset the permissions on /Library/Application Support, it also continually remodifies them so that even if you do correct the permissions as mentioned in the KB article Jason W mentions, they revert back to the wrong ones shortly afterwards.  This prevents Sophos from updating.

    This may be sorted in an update to Fuse, but for now the only solution is to uninstall it

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