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Sophos Install Fails (the UI doesn't install)

Martin Marks

I've run into this issue a few times recently - the endpoint installer 'fails' but the only thing that fails to install is the user interface.  Naturally, this means that it registers in Sophos Central, scans fine, and basically 'works' ...you just can't disable tamper protection.  On the previous one I ran into this with I had the client bring the computer to our office so we could use safe mode to get rid of Sophos and reinstall it, but the one I just ran into this on is several states away.  Anyone else been running into this lately?  I've got the log file of the latest failed install if needed.



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  • 0 in reply to Martin Marks

    Turns out nobody had permissions to do anything with that key, even view it.  I set up the permissions for it they way they were supposed to be.  Uninstalled the botched Sophos install, rebooted.  Sophos installer requested another reboot, so I rebooted again.  Started up the install, Sophos installed successfully!

     

    Thanks for the assistance!

  • 0 in reply to Martin Marks

    Looks like I've got another reappearance of this issue, except instead of the UI failing to install this time its Hitman Pro failing to install on a server.  The error logs have said that its a registry issue but I've checked the permissions this time and they're all set properly on the keys.  Here's the SDU logs. www.dropbox.com/.../APPSERVER_20180923_185927_sdulog.zip

  • 0 in reply to Martin Marks

    Hello Martin Marks,

    I see one successful install around 2018-09-23 16:42. All others (including a subsequent one around 20:56) fail with a not found for the HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\HitmanPro.Alert\ key when it attempts to set the value SystemComponent. It's not clear what happened between these two attempts as the key apparently existed at 16:42.

    Christian

  • 0 in reply to QC

    Another one of our techs resolved another issue on the machine yesterday which may have been impacting it (obscenely high CPU load caused by backup jobs botching) - I'm going to make another attempt at getting Sophos installed on it tonight.  I'm not sure it could explain the registry key issues, but its worth a shot to see if it works now.

  • 0

    I ran into this error this afternoon, it seemed that deleting the system in Sophos Central and then re-running the installation fixed the issue.

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