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Cannot install Sophos on server. Installation fails with error message cannot install software.

David Lambert

I've been working with support on this but they have not had any luck either. They gave me a powershell script to completely uninstall the software and it seems to work but when I try to reinstall it I get a failure every time. This is after multiple attempts and much research and changes to the server. OS version is 2012R2. I've attached an image of the error as

well as the cloud install log



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  • 0

    This is the error I found in the cloud log

     

    ERROR : SetupPluginCommand::onRun() failed with ComponentInstaller::InstallError: Failed to install component(s)
    2019-04-30T00:25:01.2341133Z INFO : Command 'SetupPlugin' completed with failure with reboot code '1' and error message 'Could not install software'.
    2019-04-30T00:25:01.2341133Z ERROR : Installation failed.

  • 0 in reply to David Lambert

    I also found this error as well

     

    Installed Sophos Anti-Virus for Windows: -2147213559 (reboot code: 0)
    2019-04-30T00:11:19.6794052Z INFO : Installed Sophos Anti-Virus for Windows: -2147213559 (reboot code: 0)
    2019-04-30T00:16:52.8140691Z INFO : Installed Sophos Anti-Virus for Windows: -2147213559 (reboot code: 0)
    2019-04-30T00:16:52.8140691Z ERROR : Installation failed

  • 0 in reply to David Lambert

    Hi  

    Have you rebooted since running the uninstall script? The logs you sent still show a reboot code 1.

    %localappdata%\temp or C:\Windows\TEMP would have "Sophos Anti-Virus Install.log" which usually shows a more detailed error that might help explain why the installation is not happening. If there is a avremove.log file there too, that might show if there is a third-party AV application being detected that is preventing the install.

  • 0 in reply to DianneY

    Hi DianneY,

     

    Yes I have. Each time after the reboot I still get the same message when trying to install. I do have MBAM installed as well but have taken it off to try and see if that's what was causing the issue and I still got the failure. Any other ideas?

  • 0 in reply to David Lambert

    What about the recent Sophos Anti-virus Install logs in %localappdata%\temp or C:\Windows\Temp ? You can check these out and see if you see errors such as error 1721, 1612, etc. If you see specific error codes, you can at least look those up.

  • 0 in reply to DianneY

    2019-04-30T00:07:45.0782602Z INFO : Installed Sophos Anti-Virus for Windows: -2147213559 (reboot code: 0)
    2019-04-30T00:11:19.6794052Z INFO : Installed Sophos Anti-Virus for Windows: -2147213559 (reboot code: 0)
    2019-04-30T00:16:52.8140691Z INFO : Installed Sophos Anti-Virus for Windows: -2147213559 (reboot code: 0)
    2019-04-30T00:16:52.8140691Z ERROR : Installation failed

    SAV comonent is failing to install, it tries 3 times.  The install logs for Sophos Anti-Virus, as run by the thin installer will be in %temp% as it is running as you.  There is the MSI log and the Custom action log, they have the same timestamp in the file names, so you can spot the pair.

    The only other log that may be of interest is the avremove.log if a competitor product is being detected.

    Regards,
    Jak

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  • 0 in reply to DianneY

    2019-04-30T00:07:45.0782602Z INFO : Installed Sophos Anti-Virus for Windows: -2147213559 (reboot code: 0)
    2019-04-30T00:11:19.6794052Z INFO : Installed Sophos Anti-Virus for Windows: -2147213559 (reboot code: 0)
    2019-04-30T00:16:52.8140691Z INFO : Installed Sophos Anti-Virus for Windows: -2147213559 (reboot code: 0)
    2019-04-30T00:16:52.8140691Z ERROR : Installation failed

    SAV comonent is failing to install, it tries 3 times.  The install logs for Sophos Anti-Virus, as run by the thin installer will be in %temp% as it is running as you.  There is the MSI log and the Custom action log, they have the same timestamp in the file names, so you can spot the pair.

    The only other log that may be of interest is the avremove.log if a competitor product is being detected.

    Regards,
    Jak

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