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Unable to install on windows server 2008 R2 Terminal Server

Last entries in Install log -

2019-05-05 15:11:51 ERROR: Installation failed
2019-05-05 15:11:51 Info: SetupPlugin: Unable to open Application registry key to get Install Path.
2019-05-05 15:11:51 ERROR: Failed to get current install location to register with tamper protection. Error 0x80070002

This is my second attempt at resolving this install. Initial install was october 2018 - client has vaorious other similar TS servers I had not trouble with. I log ticket with sophos but after two or three uninstall / re-install attempts with sending SDU logs and process monitor logs etc - I gave up as it was taking up too many hours.

Decided to have another crack. I am resigned to fact that a full Server install and migration may be required but hoping some fresh eyes might spot something...

Have tried

- check disk

- sfc scannow

- resetting ACL from community.sophos.com/.../57500
- logging in as local admin

- setting TS to install mode "change user /install"

- tried removing Server from central and doing full uninstall and install again

It looks like a registry permissions error but have done reset on reg keys as mentioned.

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0 jak over 6 years ago

I assume that is a SAV Major Install log file? Are you able to attach, link the full file and assocaited Custom Action log file from the same directory, the timestamp in the filename will be the same.

Regards,
Jak
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0 Greg Baird1 over 6 years ago in reply to jak

2022.Sophos Anti-Virus Major CustomActions Log_190505_093806.txt
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0 Greg Baird1 over 6 years ago in reply to Greg Baird1

0820.Sophos Anti-Virus Major Install Log_190505_093806.zip
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0 jak over 6 years ago in reply to Greg Baird1

Thanks, this doesn't look great:

MSI (s) (AC:38) [07:38:46:626]: Note: 1: 1722 2: RegisterSophosOfficeAV 3: C:\Windows\SysWOW64\ 4: REGSVR32.EXE /s "C:\Program Files (x86)\Sophos\Sophos Anti-Virus\\SophosOfficeAV.dll"
CustomAction RegisterSophosOfficeAV returned actual error code 3 (note this may not be 100% accurate if translation happened inside sandbox)
MSI (s) (AC:38) [07:38:46:627]: Product: Sophos Anti-Virus -- Error 1722.There is a problem with this Windows Installer package. A program run as part of the setup did not finish as expected. Contact your support personnel or package vendor. Action RegisterSophosOfficeAV, location: C:\Windows\SysWOW64\, command: REGSVR32.EXE /s "C:\Program Files (x86)\Sophos\Sophos Anti-Virus\\SophosOfficeAV.dll"

I assume that the error 3 - ERROR_PATH_NOT_FOUND is most likley due to the file REGSVR32.EXE not being present in C:\windows\syswow64\? I have to believe the DLL it is trying to register is dropped. Can you check? Maybe copy this 32-bit version of the exe from another server of the same OS/SP, etc..

Otherwise I would run Process Monitor during the install and focus on this area of the install.

Hope it helps.

Regards,

Jak
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0 jak over 6 years ago in reply to Greg Baird1

Thanks, this doesn't look great:

MSI (s) (AC:38) [07:38:46:626]: Note: 1: 1722 2: RegisterSophosOfficeAV 3: C:\Windows\SysWOW64\ 4: REGSVR32.EXE /s "C:\Program Files (x86)\Sophos\Sophos Anti-Virus\\SophosOfficeAV.dll"
CustomAction RegisterSophosOfficeAV returned actual error code 3 (note this may not be 100% accurate if translation happened inside sandbox)
MSI (s) (AC:38) [07:38:46:627]: Product: Sophos Anti-Virus -- Error 1722.There is a problem with this Windows Installer package. A program run as part of the setup did not finish as expected. Contact your support personnel or package vendor. Action RegisterSophosOfficeAV, location: C:\Windows\SysWOW64\, command: REGSVR32.EXE /s "C:\Program Files (x86)\Sophos\Sophos Anti-Virus\\SophosOfficeAV.dll"

I assume that the error 3 - ERROR_PATH_NOT_FOUND is most likley due to the file REGSVR32.EXE not being present in C:\windows\syswow64\? I have to believe the DLL it is trying to register is dropped. Can you check? Maybe copy this 32-bit version of the exe from another server of the same OS/SP, etc..

Otherwise I would run Process Monitor during the install and focus on this area of the install.

Hope it helps.

Regards,

Jak
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Unable to install on windows server 2008 R2 Terminal Server

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