Hi Guys,
Does anyone of you encounters Failed to install ntp64: unexpected error. I'm having multiple users with the same error.
The problem arise just yesterday for few computers, but now I'm having a lot of reports.
TIA
Would you please share the Sophos Network Threat Protection Install Log from the path "C:\Windows\Temp:", so we can have detail idea about the error which occur on the machine?
Regards,
Jasmin
Community Support Engineer | Sophos Support
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Good morning,
We are having the same issue, but, all our environment is Win10. Any other work around's that We can try?
Thanks.
ProductSetup::ProductSetup: Begin product setup
ProductSetup::InstUninstEntry: Begin install
setup::TamperProtectionControl::TamperProtectionControl: Disabled tamper protection for component NTP
setup::TamperProtectionControl::TamperProtectionControl: Disabled tamper protection for service Sophos Network Threat Protection
setup::TamperProtectionControl::TamperProtectionControl: Disabled tamper protection for service sntp
ProductSetup::InstUninstEntry: Show gui: false
ProductSetup::InstUninstEntry: Existing product code: {4B1F9009-CD85-43C0-BCBD-D491908D5A52}
ProductSetup::InstUninstEntry: Install from: C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\ntp64
ProductSetup::InstUninstEntry: Install to: <default>
=== Verbose logging started: 6/18/2020 9:11:21 Build type: SHIP UNICODE 5.00.10011.00 Calling process: C:\ProgramData\Sophos\AutoUpdate\Cache\sophos_autoupdate1.dir\su-setup32.exe ===
MSI (c) (28:88) [09:11:21:496]: Cloaking enabled.
MSI (c) (28:88) [09:11:21:496]: Attempting to enable all disabled privileges before calling Install on Server
MSI (c) (28:88) [09:11:21:496]: End dialog not enabled
MSI (c) (28:88) [09:11:21:504]: Original package ==> C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\ntp64\Sophos Network Threat Protection.msi
MSI (c) (28:88) [09:11:21:504]: Package we're running from ==> C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\ntp64\Sophos Network Threat Protection.msi
MSI (c) (28:88) [09:11:21:504]: Machine policy value 'DisableUserInstalls' is 0
MSI (c) (28:88) [09:11:21:504]: APPCOMPAT: Uninstall Flags override found.
MSI (c) (28:88) [09:11:21:504]: APPCOMPAT: Uninstall VersionNT override found.
MSI (c) (28:88) [09:11:21:504]: APPCOMPAT: Uninstall ServicePackLevel override found.
MSI (c) (28:88) [09:11:21:504]: APPCOMPAT: looking for appcompat database entry with ProductCode '{4B1F9009-CD85-43C0-BCBD-D491908D5A52}'.
MSI (c) (28:88) [09:11:21:504]: APPCOMPAT: no matching ProductCode found in database.
MSI (c) (28:88) [09:11:21:516]: MSCOREE not loaded loading copy from system32
MSI (c) (28:88) [09:11:21:526]: APPCOMPAT: looking for appcompat database entry with ProductCode '{4B1F9009-CD85-43C0-BCBD-D491908D5A52}'.
MSI (c) (28:88) [09:11:21:526]: APPCOMPAT: no matching ProductCode found in database.
MSI (c) (28:88) [09:11:21:526]: Transforms are not secure.
MSI (c) (28:88) [09:11:21:526]: Note: 1: 2205 2: 3: Control
MSI (c) (28:88) [09:11:21:526]: PROPERTY CHANGE: Adding MsiLogFileLocation property. Its value is 'C:\WINDOWS\TEMP\Sophos Network Threat Protection Install Log 20200618 091121.txt'.
MSI (c) (28:88) [09:11:21:526]: No Command Line.
MSI (c) (28:88) [09:11:21:526]: PROPERTY CHANGE: Adding PackageCode property. Its value is '{33601027-BB79-4C6F-B891-2D4A958AED7F}'.
MSI (c) (28:88) [09:11:21:526]: Product Code passed to Engine.Initialize: '(none)'
MSI (c) (28:88) [09:11:21:526]: Product Code from property table before transforms: '{4B1F9009-CD85-43C0-BCBD-D491908D5A52}'
MSI (c) (28:88) [09:11:21:526]: Product Code from property table after transforms: '{4B1F9009-CD85-43C0-BCBD-D491908D5A52}'
MSI (c) (28:88) [09:11:21:526]: Product not registered: beginning first-time install
MSI (c) (28:88) [09:11:21:526]: Determined that existing product (either this product or the product being upgraded with a patch) is installed per-machine.
MSI (c) (28:88) [09:11:21:526]: PROPERTY CHANGE: Adding ProductState property. Its value is '-1'.
MSI (c) (28:88) [09:11:21:526]: Note: 1: 1402 2: HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Policies\Explorer 3: 2
MSI (c) (28:88) [09:11:21:526]: Entering CMsiConfigurationManager::SetLastUsedSource.
MSI (c) (28:88) [09:11:21:526]: User policy value 'SearchOrder' is 'nmu'
MSI (c) (28:88) [09:11:21:526]: Adding new sources is allowed.
MSI (c) (28:88) [09:11:21:526]: PROPERTY CHANGE: Adding PackagecodeChanging property. Its value is '1'.
MSI (c) (28:88) [09:11:21:526]: Package name extracted from package path: 'Sophos Network Threat Protection.msi'
MSI (c) (28:88) [09:11:21:526]: Package to be registered: 'Sophos Network Threat Protection.msi'
MSI (c) (28:88) [09:11:21:526]: Note: 1: 2262 2: AdminProperties 3: -2147287038
MSI (c) (28:88) [09:11:21:526]: PROPERTY CHANGE: Adding MsiSystemRebootPending property. Its value is '1'.
MSI (c) (28:88) [09:11:21:526]: TRANSFORMS property is now:
MSI (c) (28:88) [09:11:21:526]: PROPERTY CHANGE: Adding VersionDatabase property. Its value is '405'.
MSI (c) (28:88) [09:11:21:526]: SHELL32::SHGetFolderPath returned: C:\WINDOWS\system32\config\systemprofile\AppData\Roaming
MSI (c) (28:88) [09:11:21:526]: SHELL32::SHGetFolderPath returned: C:\WINDOWS\system32\config\systemprofile\Favorites
MSI (c) (28:88) [09:11:21:526]: SHELL32::SHGetFolderPath returned: C:\WINDOWS\system32\config\systemprofile\AppData\Roaming\Microsoft\Windows\Network Shortcuts
MSI (c) (28:88) [09:11:21:526]: SHELL32::SHGetFolderPath returned: C:\WINDOWS\system32\config\systemprofile\Documents
MSI (c) (28:88) [09:11:21:526]: SHELL32::SHGetFolderPath returned: C:\WINDOWS\system32\config\systemprofile\AppData\Roaming\Microsoft\Windows\Printer Shortcuts
MSI (c) (28:88) [09:11:21:526]: SHELL32::SHGetFolderPath returned: C:\WINDOWS\system32\config\systemprofile\AppData\Roaming\Microsoft\Windows\Recent
MSI (c) (28:88) [09:11:21:526]: SHELL32::SHGetFolderPath returned: C:\WINDOWS\system32\config\systemprofile\AppData\Roaming\Microsoft\Windows\SendTo
MSI (c) (28:88) [09:11:21:526]: SHELL32::SHGetFolderPath returned: C:\WINDOWS\system32\config\systemprofile\AppData\Roaming\Microsoft\Windows\Templates
MSI (c) (28:88) [09:11:21:526]: SHELL32::SHGetFolderPath returned: C:\ProgramData
MSI (c) (28:88) [09:11:21:534]: SHELL32::SHGetFolderPath returned: C:\WINDOWS\system32\config\systemprofile\AppData\Local
MSI (c) (28:88) [09:11:21:534]: SHELL32::SHGetFolderPath returned: C:\WINDOWS\system32\config\systemprofile\Pictures
MSI (c) (28:88) [09:11:21:534]: SHELL32::SHGetFolderPath returned: C:\ProgramData\Microsoft\Windows\Start Menu\Programs\Administrative Tools
MSI (c) (28:88) [09:11:21:534]: SHELL32::SHGetFolderPath returned: C:\ProgramData\Microsoft\Windows\Start Menu\Programs\Startup
MSI (c) (28:88) [09:11:21:534]: SHELL32::SHGetFolderPath returned: C:\ProgramData\Microsoft\Windows\Start Menu\Programs
MSI (c) (28:88) [09:11:21:536]: SHELL32::SHGetFolderPath returned: C:\ProgramData\Microsoft\Windows\Start Menu
MSI (c) (28:88) [09:11:21:536]: SHELL32::SHGetFolderPath returned: C:\Users\Public\Desktop
MSI (c) (28:88) [09:11:21:536]: SHELL32::SHGetFolderPath returned: C:\WINDOWS\system32\config\systemprofile\AppData\Roaming\Microsoft\Windows\Start Menu\Programs\Administrative Tools
MSI (c) (28:88) [09:11:21:536]: SHELL32::SHGetFolderPath returned: C:\WINDOWS\system32\config\systemprofile\AppData\Roaming\Microsoft\Windows\Start Menu\Programs\Startup
MSI (c) (28:88) [09:11:21:536]: SHELL32::SHGetFolderPath returned: C:\WINDOWS\system32\config\systemprofile\AppData\Roaming\Microsoft\Windows\Start Menu\Programs
MSI (c) (28:88) [09:11:21:536]: SHELL32::SHGetFolderPath returned: C:\WINDOWS\system32\config\systemprofile\AppData\Roaming\Microsoft\Windows\Start Menu
MSI (c) (28:88) [09:11:21:536]: SHELL32::SHGetFolderPath returned: C:\WINDOWS\system32\config\systemprofile\Desktop
MSI (c) (28:88) [09:11:21:536]: SHELL32::SHGetFolderPath returned: C:\ProgramData\Microsoft\Windows\Templates
MSI (c) (28:88) [09:11:21:536]: SHELL32::SHGetFolderPath returned: C:\WINDOWS\Fonts
MSI (c) (28:88) [09:11:21:536]: Note: 1: 2898 2: MS Sans Serif 3: MS Sans Serif 4: 0 5: 16
MSI (c) (28:88) [09:11:21:556]: MSI_LUA: Setting AdminUser property to 1 because this is the client or the user has already permitted elevation
MSI (c) (28:88) [09:11:21:556]: MSI_LUA: Setting MsiRunningElevated property to 1 because the install is already running elevated.
MSI (c) (28:88) [09:11:21:556]: PROPERTY CHANGE: Adding MsiRunningElevated property. Its value is '1'.
MSI (c) (28:88) [09:11:21:556]: PROPERTY CHANGE: Adding Privileged property. Its value is '1'.
MSI (c) (28:88) [09:11:21:556]: Note: 1: 1402 2: HKEY_CURRENT_USER\Software\Microsoft\MS Setup (ACME)\User Info 3: 2
MSI (c) (28:88) [09:11:21:556]: PROPERTY CHANGE: Adding USERNAME property. Its value is 'S8ProgRep-'.
MSI (c) (28:88) [09:11:21:556]: Note: 1: 1402 2: HKEY_CURRENT_USER\Software\Microsoft\MS Setup (ACME)\User Info 3: 2
MSI (c) (28:88) [09:11:21:556]: PROPERTY CHANGE: Adding DATABASE property. Its value is 'C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\ntp64\Sophos Network Threat Protection.msi'.
MSI (c) (28:88) [09:11:21:556]: PROPERTY CHANGE: Adding OriginalDatabase property. Its value is 'C:\ProgramData\Sophos\AutoUpdate\Cache\decoded\ntp64\Sophos Network Threat Protection.msi'.
MSI (c) (28:88) [09:11:21:556]: Machine policy value 'MsiDisableEmbeddedUI' is 0
MSI (c) (28:88) [09:11:21:556]: EEUI - Disabling MsiEmbeddedUI due to existing external or embedded UI
MSI (c) (28:88) [09:11:21:556]: EEUI - Disabling MsiEmbeddedUI in quiet mode
=== Logging started: 6/18/2020 9:11:21 ===
MSI (c) (28:88) [09:11:21:556]: Machine policy value 'DisableRollback' is 0
MSI (c) (28:88) [09:11:21:556]: User policy value 'DisableRollback' is 0
MSI (c) (28:88) [09:11:21:556]: PROPERTY CHANGE: Adding UILevel property. Its value is '2'.
MSI (c) (28:88) [09:11:21:556]: Note: 1: 2203 2: C:\WINDOWS\Installer\inprogressinstallinfo.ipi 3: -2147287038
MSI (c) (28:88) [09:11:21:556]: APPCOMPAT: [DetectVersionLaunchCondition] Launch condition already passes.
MSI (c) (28:88) [09:11:21:564]: Creating MSIHANDLE (1) of type 790537 for thread 7816
MSI (c) (28:88) [09:11:21:564]: MsiOpenPackageEx is returning 0
MSI (c) (28:88) [09:11:21:564]: Closing MSIHANDLE (1) of type 790537 for thread 7816
=== Verbose logging stopped: 6/18/2020 9:11:21 ===
setup::MsiInstaller::install: New version: {4B1F9009-CD85-43C0-BCBD-D491908D5A52}, version: 1.9.2373.0
setup::`anonymous-namespace'::getMsiInformationFromProductCode: ERR: 1612 Failed to open product: {4B1F9009-CD85-43C0-BCBD-D491908D5A52}
setup::MsiInstaller::install: Install failed: MsiOpenProductW failed: The installation source for this product is not available. Verify that the source exists and that you can access it.
we are facing the same problem with some Window 10 PCs since today.
Is it showing you the error " Failed to install NTP"?
Check if you see specific error codes such as error 1721, 1612, 1920, etc. in the most recent Sophos NTP Install logs in %localappdata%\Temp (or C:\Windows\Temp).
Shweta
This is the content of the log-file:
ProductSetup::ProductSetup: Begin product setup
ProductSetup::InstUninstEntry: Begin install
setup::TamperProtectionControl::TamperProtectionControl: Disabled tamper protection for component NTP
setup::TamperProtectionControl::TamperProtectionControl: Disabled tamper protection for service Sophos Network Threat Protection
setup::TamperProtectionControl::TamperProtectionControl: Disabled tamper protection for service sntp
ProductSetup::InstUninstEntry: Show gui: false
ProductSetup::InstUninstEntry: Existing product code: {604350BF-BE9A-4F79-B0EB-B1C22D889E2D}
ProductSetup::InstUninstEntry: Install from: C:\ProgramData\Sophos\AutoUpdate\cache\ntp64
ProductSetup::InstUninstEntry: Install to: <default>
=== Verbose logging started: 20.08.2020 10:28:21 Build type: SHIP UNICODE 5.00.10011.00 Calling process: C:\ProgramData\Sophos\AutoUpdate\cache\sophos_autoupdate1.dir\ALUpdate.exe ===
MSI (c) (78:20) [10:28:21:157]: Cloaking enabled.
MSI (c) (78:20) [10:28:21:157]: Attempting to enable all disabled privileges before calling Install on Server
MSI (c) (78:20) [10:28:21:159]: End dialog not enabled
MSI (c) (78:20) [10:28:21:160]: Original package ==> C:\ProgramData\Sophos\AutoUpdate\cache\ntp64\Sophos Network Threat Protection.msi
MSI (c) (78:20) [10:28:21:160]: Package we're running from ==> C:\ProgramData\Sophos\AutoUpdate\cache\ntp64\Sophos Network Threat Protection.msi
MSI (c) (78:20) [10:28:21:160]: Machine policy value 'DisableUserInstalls' is 0
MSI (c) (78:20) [10:28:21:161]: APPCOMPAT: Compatibility mode property overrides found.
MSI (c) (78:20) [10:28:21:162]: APPCOMPAT: looking for appcompat database entry with ProductCode '{4B1F9009-CD85-43C0-BCBD-D491908D5A52}'.
MSI (c) (78:20) [10:28:21:162]: APPCOMPAT: no matching ProductCode found in database.
MSI (c) (78:20) [10:28:21:168]: MSCOREE not loaded loading copy from system32
MSI (c) (78:20) [10:28:21:172]: APPCOMPAT: looking for appcompat database entry with ProductCode '{4B1F9009-CD85-43C0-BCBD-D491908D5A52}'.
MSI (c) (78:20) [10:28:21:172]: APPCOMPAT: no matching ProductCode found in database.
MSI (c) (78:20) [10:28:21:172]: Transforms are not secure.
MSI (c) (78:20) [10:28:21:172]: Note: 1: 2205 2: 3: Control
MSI (c) (78:20) [10:28:21:172]: PROPERTY CHANGE: Adding MsiLogFileLocation property. Its value is 'C:\WINDOWS\TEMP\Sophos Network Threat Protection Install Log 20200820 102821.txt'.
MSI (c) (78:20) [10:28:21:172]: No Command Line.
MSI (c) (78:20) [10:28:21:172]: PROPERTY CHANGE: Adding PackageCode property. Its value is '{0B95A4E2-4953-4CE7-B8F7-53BB197E234A}'.
MSI (c) (78:20) [10:28:21:172]: Product Code passed to Engine.Initialize: '(none)'
MSI (c) (78:20) [10:28:21:172]: Product Code from property table before transforms: '{4B1F9009-CD85-43C0-BCBD-D491908D5A52}'
MSI (c) (78:20) [10:28:21:172]: Product Code from property table after transforms: '{4B1F9009-CD85-43C0-BCBD-D491908D5A52}'
MSI (c) (78:20) [10:28:21:172]: Product not registered: beginning first-time install
MSI (c) (78:20) [10:28:21:172]: PROPERTY CHANGE: Adding ProductState property. Its value is '-1'.
MSI (c) (78:20) [10:28:21:172]: Note: 1: 1402 2: HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Policies\Explorer 3: 2
MSI (c) (78:20) [10:28:21:173]: Entering CMsiConfigurationManager::SetLastUsedSource.
MSI (c) (78:20) [10:28:21:173]: User policy value 'SearchOrder' is 'nmu'
MSI (c) (78:20) [10:28:21:173]: Adding new sources is allowed.
MSI (c) (78:20) [10:28:21:173]: PROPERTY CHANGE: Adding PackagecodeChanging property. Its value is '1'.
MSI (c) (78:20) [10:28:21:173]: Package name extracted from package path: 'Sophos Network Threat Protection.msi'
MSI (c) (78:20) [10:28:21:173]: Package to be registered: 'Sophos Network Threat Protection.msi'
MSI (c) (78:20) [10:28:21:173]: Note: 1: 2262 2: AdminProperties 3: -2147287038
MSI (c) (78:20) [10:28:21:174]: TRANSFORMS property is now:
MSI (c) (78:20) [10:28:21:174]: PROPERTY CHANGE: Adding VersionDatabase property. Its value is '405'.
MSI (c) (78:20) [10:28:21:174]: SHELL32::SHGetFolderPath returned: C:\WINDOWS\system32\config\systemprofile\AppData\Roaming
MSI (c) (78:20) [10:28:21:174]: SHELL32::SHGetFolderPath returned: C:\WINDOWS\system32\config\systemprofile\Favorites
MSI (c) (78:20) [10:28:21:175]: SHELL32::SHGetFolderPath returned: C:\WINDOWS\system32\config\systemprofile\AppData\Roaming\Microsoft\Windows\Network Shortcuts
MSI (c) (78:20) [10:28:21:175]: SHELL32::SHGetFolderPath returned: C:\WINDOWS\system32\config\systemprofile\Documents
MSI (c) (78:20) [10:28:21:176]: SHELL32::SHGetFolderPath returned: C:\WINDOWS\system32\config\systemprofile\AppData\Roaming\Microsoft\Windows\Printer Shortcuts
MSI (c) (78:20) [10:28:21:176]: SHELL32::SHGetFolderPath returned: C:\WINDOWS\system32\config\systemprofile\AppData\Roaming\Microsoft\Windows\Recent
MSI (c) (78:20) [10:28:21:176]: SHELL32::SHGetFolderPath returned: C:\WINDOWS\system32\config\systemprofile\AppData\Roaming\Microsoft\Windows\SendTo
MSI (c) (78:20) [10:28:21:177]: SHELL32::SHGetFolderPath returned: C:\WINDOWS\system32\config\systemprofile\AppData\Roaming\Microsoft\Windows\Templates
MSI (c) (78:20) [10:28:21:177]: SHELL32::SHGetFolderPath returned: C:\ProgramData
MSI (c) (78:20) [10:28:21:177]: SHELL32::SHGetFolderPath returned: C:\WINDOWS\system32\config\systemprofile\AppData\Local
MSI (c) (78:20) [10:28:21:177]: SHELL32::SHGetFolderPath returned: C:\WINDOWS\system32\config\systemprofile\Pictures
MSI (c) (78:20) [10:28:21:178]: SHELL32::SHGetFolderPath returned: C:\ProgramData\Microsoft\Windows\Start Menu\Programs\Administrative Tools
MSI (c) (78:20) [10:28:21:178]: SHELL32::SHGetFolderPath returned: C:\ProgramData\Microsoft\Windows\Start Menu\Programs\Startup
MSI (c) (78:20) [10:28:21:178]: SHELL32::SHGetFolderPath returned: C:\ProgramData\Microsoft\Windows\Start Menu\Programs
MSI (c) (78:20) [10:28:21:179]: SHELL32::SHGetFolderPath returned: C:\ProgramData\Microsoft\Windows\Start Menu
MSI (c) (78:20) [10:28:21:179]: SHELL32::SHGetFolderPath returned: C:\Users\Public\Desktop
MSI (c) (78:20) [10:28:21:180]: SHELL32::SHGetFolderPath returned: C:\WINDOWS\system32\config\systemprofile\AppData\Roaming\Microsoft\Windows\Start Menu\Programs\Administrative Tools
MSI (c) (78:20) [10:28:21:180]: SHELL32::SHGetFolderPath returned: C:\WINDOWS\system32\config\systemprofile\AppData\Roaming\Microsoft\Windows\Start Menu\Programs\Startup
MSI (c) (78:20) [10:28:21:180]: SHELL32::SHGetFolderPath returned: C:\WINDOWS\system32\config\systemprofile\AppData\Roaming\Microsoft\Windows\Start Menu\Programs
MSI (c) (78:20) [10:28:21:181]: SHELL32::SHGetFolderPath returned: C:\WINDOWS\system32\config\systemprofile\AppData\Roaming\Microsoft\Windows\Start Menu
MSI (c) (78:20) [10:28:21:181]: SHELL32::SHGetFolderPath returned: C:\WINDOWS\system32\config\systemprofile\Desktop
MSI (c) (78:20) [10:28:21:182]: SHELL32::SHGetFolderPath returned: C:\ProgramData\Microsoft\Windows\Templates
MSI (c) (78:20) [10:28:21:182]: SHELL32::SHGetFolderPath returned: C:\WINDOWS\Fonts
MSI (c) (78:20) [10:28:21:183]: Note: 1: 2898 2: MS Sans Serif 3: MS Sans Serif 4: 0 5: 16
MSI (c) (78:20) [10:28:21:186]: MSI_LUA: Setting AdminUser property to 1 because this is the client or the user has already permitted elevation
MSI (c) (78:20) [10:28:21:186]: MSI_LUA: Setting MsiRunningElevated property to 1 because the install is already running elevated.
MSI (c) (78:20) [10:28:21:186]: PROPERTY CHANGE: Adding MsiRunningElevated property. Its value is '1'.
MSI (c) (78:20) [10:28:21:186]: PROPERTY CHANGE: Adding Privileged property. Its value is '1'.
MSI (c) (78:20) [10:28:21:186]: Note: 1: 1402 2: HKEY_CURRENT_USER\Software\Microsoft\MS Setup (ACME)\User Info 3: 2
MSI (c) (78:20) [10:28:21:186]: PROPERTY CHANGE: Adding USERNAME property. Its value is 'localadmin'.
MSI (c) (78:20) [10:28:21:186]: Note: 1: 1402 2: HKEY_CURRENT_USER\Software\Microsoft\MS Setup (ACME)\User Info 3: 2
MSI (c) (78:20) [10:28:21:186]: PROPERTY CHANGE: Adding DATABASE property. Its value is 'C:\ProgramData\Sophos\AutoUpdate\cache\ntp64\Sophos Network Threat Protection.msi'.
MSI (c) (78:20) [10:28:21:186]: PROPERTY CHANGE: Adding OriginalDatabase property. Its value is 'C:\ProgramData\Sophos\AutoUpdate\cache\ntp64\Sophos Network Threat Protection.msi'.
MSI (c) (78:20) [10:28:21:186]: Machine policy value 'MsiDisableEmbeddedUI' is 0
MSI (c) (78:20) [10:28:21:186]: EEUI - Disabling MsiEmbeddedUI due to existing external or embedded UI
MSI (c) (78:20) [10:28:21:186]: EEUI - Disabling MsiEmbeddedUI in quiet mode
=== Logging started: 20.08.2020 10:28:21 ===
MSI (c) (78:20) [10:28:21:186]: Machine policy value 'DisableRollback' is 0
MSI (c) (78:20) [10:28:21:186]: User policy value 'DisableRollback' is 0
MSI (c) (78:20) [10:28:21:186]: PROPERTY CHANGE: Adding UILevel property. Its value is '2'.
MSI (c) (78:20) [10:28:21:186]: Note: 1: 2203 2: C:\WINDOWS\Installer\inprogressinstallinfo.ipi 3: -2147287038
MSI (c) (78:20) [10:28:21:187]: APPCOMPAT: [DetectVersionLaunchCondition] Launch condition already passes.
MSI (c) (78:20) [10:28:21:187]: Creating MSIHANDLE (1) of type 790537 for thread 7200
MSI (c) (78:20) [10:28:21:188]: MsiOpenPackageEx is returning 0
MSI (c) (78:20) [10:28:21:188]: Closing MSIHANDLE (1) of type 790537 for thread 7200
=== Verbose logging stopped: 20.08.2020 10:28:21 ===
setup::MsiInstaller::install: New version: {4B1F9009-CD85-43C0-BCBD-D491908D5A52}, version: 1.9.2235.0
setup::`anonymous-namespace'::getMsiInformationFromProductCode: ERR: 1612 Failed to open product: {604350BF-BE9A-4F79-B0EB-B1C22D889E2D}
setup::MsiInstaller::install: Install failed: MsiOpenProductW failed: Die Installationsquelle für dieses Produkt ist nicht verfügbar. Stellen Sie sicher, dass die Quelle vorhanden ist und Sie Zugriff darauf haben.
`anonymous-namespace'::setResult: installation failed
setup::TamperProtectionControl::enable: Registered tamper protection integrity.dat for NTP
setup::TamperProtectionControl::enable: Enabled tamper protection for NTP
ProductSetup::~ProductSetup: End product setup
This is the content of Sophos Anti-Virus Major Install.log:
2020-08-20 10:28:07 Info: Detected version of SAV has major version number: 10
2020-08-20 10:28:07 Info: Using Sophos updating modes (MSI: N, VDL: 2, IDE: 2)
2020-08-20 10:28:07 GetProperty() - Unable to get product-type
2020-08-20 10:28:07 Info: productType: 0
2020-08-20 10:28:07 PROCESSOR_ARCHITECTURE environment variable is: AMD64
2020-08-20 10:28:07 Info: Logging started: installing/upgrading Sophos Anti-Virus
2020-08-20 10:28:07 Info: InstallFromPath is: C:\ProgramData\Sophos\AutoUpdate\cache\savxp\
2020-08-20 10:28:07 Info: InstallToPath is:
2020-08-20 10:28:07 Info: Detected version of SAV has major version number: 10
2020-08-20 10:28:07 Info: Detected version of SAV has minor version number: 8
2020-08-20 10:28:07 Info: registryInstallTo [overriding InstallToPath] is: C:\Program Files (x86)\Sophos\Sophos Anti-Virus\
2020-08-20 10:28:07 Checking for problem versions of SAVI - Install path:C:\Program Files (x86)\Sophos\Sophos Anti-Virus\
2020-08-20 10:28:07 Veex.dll version '3.77.1.2461'
2020-08-20 10:28:07 INFO: Checking the validity of the VDL manifest file.
2020-08-20 10:28:07 INFO: The manifest file has been successfully validated.
2020-08-20 10:28:07 INFO: Checking the validity of the AppFeed manifest file.
2020-08-20 10:28:07 INFO: The manifest file has been successfully validated.
2020-08-20 10:28:07 PROCESSOR_ARCHITECTURE environment variable is: AMD64
2020-08-20 10:28:07 savonaccess.sys changed - must update on access drivers
2020-08-20 10:28:07 Info: SetupPlugin: updateProps.m_MajorUpdate = 1
2020-08-20 10:28:07 Info: SetupPlugin: updateProps.m_DataOnlyUpdate = 0
2020-08-20 10:28:07 Info: SetupPlugin: updateProps.m_OnAccessDriverUpdate = 1
2020-08-20 10:28:07 Info: SetupPlugin: updateProps.m_BootDriverUpdate = 0
2020-08-20 10:28:07 Info: SetupPlugin: updateProps.m_ClassFilterUpdate = 0
2020-08-20 10:28:07 Info: SetupPlugin: updateProps.m_KMSDriverUpdate = 0
2020-08-20 10:28:07 Info: Managed install (from SAU)
2020-08-20 10:28:07 Info: MSXML6 is installed
2020-08-20 10:28:07 Check for UI changes
2020-08-20 10:28:07 UIType in registry: full
2020-08-20 10:28:07 ProductType in registry: 0
2020-08-20 10:28:07 Checking the integrity of the extant SAV installation (noUI is 0)
2020-08-20 10:28:07 The is a complete SAV installation. Skipping recovery.
2020-08-20 10:28:07 Info: Performing major update of Sophos Anti-Virus using msi.
2020-08-20 10:28:07 Info: Update is signalled.
2020-08-20 10:28:07 In KB2918614Workaround().
2020-08-20 10:28:07 Leaving KB2918614Workaround().
2020-08-20 10:28:07 Product code of SAV currently installed: {01423865-551B-4C59-B44A-CC604BC21AF3}
2020-08-20 10:28:07 Product code of SAV to be installed: {3386C552-13D3-4B65-912E-8856E03E8E8B}
2020-08-20 10:28:08 ProductCode change detected
2020-08-20 10:28:08 Info: Added SAVService to ServicesList.
2020-08-20 10:28:08 Info: Added SAVAdminService to ServicesList.
2020-08-20 10:28:08 Info: Added Sophos Device Control Service to ServicesList.
2020-08-20 10:28:08 Info: Added SophosBootDriver to ServicesList.
2020-08-20 10:28:08 Info: Added swi_service to ServicesList.
2020-08-20 10:28:08 Info: Added swi_filter to ServicesList.
2020-08-20 10:28:08 Info: Added swi_callout to ServicesList.
2020-08-20 10:28:08 Info: Added swi_update to ServicesList.
2020-08-20 10:28:08 Info: Added swi_update_64 to ServicesList.
2020-08-20 10:28:08 Info: Added Sophos Web Control Service to ServicesList.
2020-08-20 10:28:08 Info: Added SAVOnAccess to ServicesList.
2020-08-20 10:28:08 Info: Added SAV to ComponentList.
2020-08-20 10:28:08 Info: Added SDC to ComponentList.
2020-08-20 10:28:08 Info: component SCS is not registered - skipping.
2020-08-20 10:28:08 Info: Added SWI to ComponentList.
2020-08-20 10:28:08 Info: Added SWC to ComponentList.
2020-08-20 10:28:08 Info: Detected an older version of SAV, version 10.8. Doing a major update.
2020-08-20 10:28:08 Info: Set Update Begin
2020-08-20 10:28:08 Info: Added SAVService to ServicesList.
2020-08-20 10:28:08 Info: Added SAVAdminService to ServicesList.
2020-08-20 10:28:08 Info: Added Sophos Device Control Service to ServicesList.
2020-08-20 10:28:08 Info: Added SophosBootDriver to ServicesList.
2020-08-20 10:28:08 Info: Added swi_service to ServicesList.
2020-08-20 10:28:08 Info: Added swi_filter to ServicesList.
2020-08-20 10:28:08 Info: Added swi_callout to ServicesList.
2020-08-20 10:28:08 Info: swi_update was found to not be installed - skipping.
2020-08-20 10:28:08 Info: swi_update_64 was found to not be installed - skipping.
2020-08-20 10:28:08 Info: Added Sophos Web Control Service to ServicesList.
2020-08-20 10:28:08 Info: All services reported they accept stop controls.
2020-08-20 10:28:08 Info: Stop SAVService
2020-08-20 10:28:08 ForceStopService: Stopping SAVService
2020-08-20 10:28:08 ForceStopService: Checking if service is still running
2020-08-20 10:28:08 WaitForSAVService: Walking system processes...
2020-08-20 10:28:08 WaitForSAVService: Finished walking system processes.
2020-08-20 10:28:08 Info: Stop SAVAdminService
2020-08-20 10:28:08 ForceStopService: Stopping SAVAdminService
2020-08-20 10:28:08 ForceStopService: Checking if service is still running
2020-08-20 10:28:08 Unregistering from SecurityCenter
2020-08-20 10:28:08 Info: unloading SAVOnAccess driver
2020-08-20 10:28:08 UnloadFilterDriver: Driver not loaded, count = 1
2020-08-20 10:28:08 Info: Convert boot tasks
2020-08-20 10:28:08 Info: CopyFilesToTemp
2020-08-20 10:28:09 ERROR: MoveFolder - failed to create handle to logs directory, hr = 0x2, path = C:\ProgramData\Sophos\Sophos Anti-Virus\logs\
2020-08-20 10:28:09 Info: Reverting to copying logs instead of moving them
2020-08-20 10:28:09 Info: Backup threat lifetime data
2020-08-20 10:28:09 Info: useAMPPL is set - skipping backup of WSCClient
2020-08-20 10:28:09 UnregisterAppInitDLL: installDir: C:\Program Files (x86)\Sophos\Sophos Anti-Virus\\, module: sophos_detoured.dll, is64bit: N
2020-08-20 10:28:09 UnregisterAppInitDLL: could not get short path to DLL. It will not be unregistered.
2020-08-20 10:28:09 Info: Reading overrides from registry
2020-08-20 10:28:09 Info: Getting registered UI plugins from registry
2020-08-20 10:28:09 Info: Loading the BypassLoopbackPort value form regsitry
2020-08-20 10:28:09 Info: Uninstall SAV
2020-08-20 10:28:09 Unable to delete registry key: SOFTWARE\Sophos\Telemetry\Plugins!
2020-08-20 10:28:09 Info: Running Uninstall of previous version using command line: msiexec.exe /x {01423865-551B-4C59-B44A-CC604BC21AF3} REBOOT=ReallySuppress /qn UNINSTALLDRIVERS=1 UNINSTALLCLASSFILTER=0 UNINSTALLBOOTDRIVERS=1 UNINSTALLKMSDRIVERS=1 CHECKFORSCF=0 INSTALLINGVERSION="10.8.9.292" /Lvp "C:\WINDOWS\TEMP\Sophos Anti-Virus Uninstall Log_200820_082809.txt"
2020-08-20 10:28:09 Info: Finished waiting for Uninstallation of previous version. Status returned was 0l.
2020-08-20 10:28:09 WARNING: SAV uninstall failed with error 1612
2020-08-20 10:28:09 Info: Detected version of SAV has major version number: 10
2020-08-20 10:28:09 Info: Detected version of SAV has minor version number: 8
2020-08-20 10:28:09 ERROR: Uninstall of SAV, version = 10.8.4, succeeded but IsSAVInstalled is true (10.8.4).
2020-08-20 10:28:09 Info: Added SAV to ComponentList.
2020-08-20 10:28:09 Info: Added SDC to ComponentList.
2020-08-20 10:28:09 Info: Added SWI to ComponentList.
2020-08-20 10:28:09 Info: Added SWC to ComponentList.
2020-08-20 10:28:09 Info: Set Update Failed
This is the content of Sophos Anti-Virus Major Install.log:
2020-08-20 10:28:07 Info: Detected version of SAV has major version number: 10
2020-08-20 10:28:07 Info: Using Sophos updating modes (MSI: N, VDL: 2, IDE: 2)
2020-08-20 10:28:07 GetProperty() - Unable to get product-type
2020-08-20 10:28:07 Info: productType: 0
2020-08-20 10:28:07 PROCESSOR_ARCHITECTURE environment variable is: AMD64
2020-08-20 10:28:07 Info: Logging started: installing/upgrading Sophos Anti-Virus
2020-08-20 10:28:07 Info: InstallFromPath is: C:\ProgramData\Sophos\AutoUpdate\cache\savxp\
2020-08-20 10:28:07 Info: InstallToPath is:
2020-08-20 10:28:07 Info: Detected version of SAV has major version number: 10
2020-08-20 10:28:07 Info: Detected version of SAV has minor version number: 8
2020-08-20 10:28:07 Info: registryInstallTo [overriding InstallToPath] is: C:\Program Files (x86)\Sophos\Sophos Anti-Virus\
2020-08-20 10:28:07 Checking for problem versions of SAVI - Install path:C:\Program Files (x86)\Sophos\Sophos Anti-Virus\
2020-08-20 10:28:07 Veex.dll version '3.77.1.2461'
2020-08-20 10:28:07 INFO: Checking the validity of the VDL manifest file.
2020-08-20 10:28:07 INFO: The manifest file has been successfully validated.
2020-08-20 10:28:07 INFO: Checking the validity of the AppFeed manifest file.
2020-08-20 10:28:07 INFO: The manifest file has been successfully validated.
2020-08-20 10:28:07 PROCESSOR_ARCHITECTURE environment variable is: AMD64
2020-08-20 10:28:07 savonaccess.sys changed - must update on access drivers
2020-08-20 10:28:07 Info: SetupPlugin: updateProps.m_MajorUpdate = 1
2020-08-20 10:28:07 Info: SetupPlugin: updateProps.m_DataOnlyUpdate = 0
2020-08-20 10:28:07 Info: SetupPlugin: updateProps.m_OnAccessDriverUpdate = 1
2020-08-20 10:28:07 Info: SetupPlugin: updateProps.m_BootDriverUpdate = 0
2020-08-20 10:28:07 Info: SetupPlugin: updateProps.m_ClassFilterUpdate = 0
2020-08-20 10:28:07 Info: SetupPlugin: updateProps.m_KMSDriverUpdate = 0
2020-08-20 10:28:07 Info: Managed install (from SAU)
2020-08-20 10:28:07 Info: MSXML6 is installed
2020-08-20 10:28:07 Check for UI changes
2020-08-20 10:28:07 UIType in registry: full
2020-08-20 10:28:07 ProductType in registry: 0
2020-08-20 10:28:07 Checking the integrity of the extant SAV installation (noUI is 0)
2020-08-20 10:28:07 The is a complete SAV installation. Skipping recovery.
2020-08-20 10:28:07 Info: Performing major update of Sophos Anti-Virus using msi.
2020-08-20 10:28:07 Info: Update is signalled.
2020-08-20 10:28:07 In KB2918614Workaround().
2020-08-20 10:28:07 Leaving KB2918614Workaround().
2020-08-20 10:28:07 Product code of SAV currently installed: {01423865-551B-4C59-B44A-CC604BC21AF3}
2020-08-20 10:28:07 Product code of SAV to be installed: {3386C552-13D3-4B65-912E-8856E03E8E8B}
2020-08-20 10:28:08 ProductCode change detected
2020-08-20 10:28:08 Info: Added SAVService to ServicesList.
2020-08-20 10:28:08 Info: Added SAVAdminService to ServicesList.
2020-08-20 10:28:08 Info: Added Sophos Device Control Service to ServicesList.
2020-08-20 10:28:08 Info: Added SophosBootDriver to ServicesList.
2020-08-20 10:28:08 Info: Added swi_service to ServicesList.
2020-08-20 10:28:08 Info: Added swi_filter to ServicesList.
2020-08-20 10:28:08 Info: Added swi_callout to ServicesList.
2020-08-20 10:28:08 Info: Added swi_update to ServicesList.
2020-08-20 10:28:08 Info: Added swi_update_64 to ServicesList.
2020-08-20 10:28:08 Info: Added Sophos Web Control Service to ServicesList.
2020-08-20 10:28:08 Info: Added SAVOnAccess to ServicesList.
2020-08-20 10:28:08 Info: Added SAV to ComponentList.
2020-08-20 10:28:08 Info: Added SDC to ComponentList.
2020-08-20 10:28:08 Info: component SCS is not registered - skipping.
2020-08-20 10:28:08 Info: Added SWI to ComponentList.
2020-08-20 10:28:08 Info: Added SWC to ComponentList.
2020-08-20 10:28:08 Info: Detected an older version of SAV, version 10.8. Doing a major update.
2020-08-20 10:28:08 Info: Set Update Begin
2020-08-20 10:28:08 Info: Added SAVService to ServicesList.
2020-08-20 10:28:08 Info: Added SAVAdminService to ServicesList.
2020-08-20 10:28:08 Info: Added Sophos Device Control Service to ServicesList.
2020-08-20 10:28:08 Info: Added SophosBootDriver to ServicesList.
2020-08-20 10:28:08 Info: Added swi_service to ServicesList.
2020-08-20 10:28:08 Info: Added swi_filter to ServicesList.
2020-08-20 10:28:08 Info: Added swi_callout to ServicesList.
2020-08-20 10:28:08 Info: swi_update was found to not be installed - skipping.
2020-08-20 10:28:08 Info: swi_update_64 was found to not be installed - skipping.
2020-08-20 10:28:08 Info: Added Sophos Web Control Service to ServicesList.
2020-08-20 10:28:08 Info: All services reported they accept stop controls.
2020-08-20 10:28:08 Info: Stop SAVService
2020-08-20 10:28:08 ForceStopService: Stopping SAVService
2020-08-20 10:28:08 ForceStopService: Checking if service is still running
2020-08-20 10:28:08 WaitForSAVService: Walking system processes...
2020-08-20 10:28:08 WaitForSAVService: Finished walking system processes.
2020-08-20 10:28:08 Info: Stop SAVAdminService
2020-08-20 10:28:08 ForceStopService: Stopping SAVAdminService
2020-08-20 10:28:08 ForceStopService: Checking if service is still running
2020-08-20 10:28:08 Unregistering from SecurityCenter
2020-08-20 10:28:08 Info: unloading SAVOnAccess driver
2020-08-20 10:28:08 UnloadFilterDriver: Driver not loaded, count = 1
2020-08-20 10:28:08 Info: Convert boot tasks
2020-08-20 10:28:08 Info: CopyFilesToTemp
2020-08-20 10:28:09 ERROR: MoveFolder - failed to create handle to logs directory, hr = 0x2, path = C:\ProgramData\Sophos\Sophos Anti-Virus\logs\
2020-08-20 10:28:09 Info: Reverting to copying logs instead of moving them
2020-08-20 10:28:09 Info: Backup threat lifetime data
2020-08-20 10:28:09 Info: useAMPPL is set - skipping backup of WSCClient
2020-08-20 10:28:09 UnregisterAppInitDLL: installDir: C:\Program Files (x86)\Sophos\Sophos Anti-Virus\\, module: sophos_detoured.dll, is64bit: N
2020-08-20 10:28:09 UnregisterAppInitDLL: could not get short path to DLL. It will not be unregistered.
2020-08-20 10:28:09 Info: Reading overrides from registry
2020-08-20 10:28:09 Info: Getting registered UI plugins from registry
2020-08-20 10:28:09 Info: Loading the BypassLoopbackPort value form regsitry
2020-08-20 10:28:09 Info: Uninstall SAV
2020-08-20 10:28:09 Unable to delete registry key: SOFTWARE\Sophos\Telemetry\Plugins!
2020-08-20 10:28:09 Info: Running Uninstall of previous version using command line: msiexec.exe /x {01423865-551B-4C59-B44A-CC604BC21AF3} REBOOT=ReallySuppress /qn UNINSTALLDRIVERS=1 UNINSTALLCLASSFILTER=0 UNINSTALLBOOTDRIVERS=1 UNINSTALLKMSDRIVERS=1 CHECKFORSCF=0 INSTALLINGVERSION="10.8.9.292" /Lvp "C:\WINDOWS\TEMP\Sophos Anti-Virus Uninstall Log_200820_082809.txt"
2020-08-20 10:28:09 Info: Finished waiting for Uninstallation of previous version. Status returned was 0l.
2020-08-20 10:28:09 WARNING: SAV uninstall failed with error 1612
2020-08-20 10:28:09 Info: Detected version of SAV has major version number: 10
2020-08-20 10:28:09 Info: Detected version of SAV has minor version number: 8
2020-08-20 10:28:09 ERROR: Uninstall of SAV, version = 10.8.4, succeeded but IsSAVInstalled is true (10.8.4).
2020-08-20 10:28:09 Info: Added SAV to ComponentList.
2020-08-20 10:28:09 Info: Added SDC to ComponentList.
2020-08-20 10:28:09 Info: Added SWI to ComponentList.
2020-08-20 10:28:09 Info: Added SWC to ComponentList.
2020-08-20 10:28:09 Info: Set Update Failed
Sophos Enterprise Console shows: No connection to On-Access-Driver (0x80070002) possible. [0xa0490001]
As per the error under the logs, it seems that MSI might be missing, could you please refer to this article, see if it helps.
Shweta
