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One or more Sophos services are missing or not running

M-ameen Ahmed Ahmed

Hi ,

in some computer we get the Error "One or more Sophos services are missing or not running" . The Windows is UptoDate. I found an Article about it but how can i find which third party application may interfere with Sophos services.

I reinstalled Sophos Endpoint Agent but the Services will disappear again.

Regards

Ahmed



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Top Replies

  • in reply to intrusus +1

    Hier is the newest logfile

    Started C:\Users\admin\AppData\Local\Temp\sfl-d4733000\Setup.exe
2020-11-23T13:13:18.7320780Z INFO : Stage 1 command-line options:
2020-11-23T13:13:18.7320780Z INFO : ---
2020-11-23T13:13:18.7330779Z INFO : Quiet mode on: 0
2020-11-23T13:13:18.7340759Z INFO : Automatic Proxy detection disabled: 0
2020-11-23T13:13:18.7350780Z INFO : No feedback mode on: 0
2020-11-23T13:13:18.7360779Z INFO : Dump feedback enabled: 0
2020-11-23T13:13:18.7370780Z INFO : Bypass competitor removal: 0
2020-11-23T13:13:18.7370780Z INFO : Using CRT catalog file path: --
2020-11-23T13:13:18.7380779Z INFO : Only register endpoint with Central: 0
2020-11-23T13:13:18.7390759Z INFO : Log messages between endpoint and Central: 0
2020-11-23T13:13:18.7400780Z INFO : Log command-line passed to executables: 0
2020-11-23T13:13:18.7410779Z INFO : Using custom server that hosts the installer stage2 filename : --
2020-11-23T13:13:18.7420781Z INFO : Using cloud group: --
2020-11-23T13:13:18.7420781Z INFO : Overriding computer name: --
2020-11-23T13:13:18.7440762Z INFO : Overriding computer description: --
2020-11-23T13:13:18.7450767Z INFO : Overriding domain name: --
2020-11-23T13:13:18.7460782Z INFO : Language will be set to: --
2020-11-23T13:13:18.7470781Z INFO : Using message relays: --
2020-11-23T13:13:18.7470781Z INFO : Proxy address: --
2020-11-23T13:13:18.7480780Z INFO : Proxy user name: --
2020-11-23T13:13:18.7490779Z INFO : Using custom customer token: --
2020-11-23T13:13:18.7500781Z INFO : Using specified products: --
2020-11-23T13:13:18.7500781Z INFO : Using certificates from the MCS app data folder.: 0
2020-11-23T13:13:18.7510780Z INFO : Using custom customer ID.: --
2020-11-23T13:13:18.7520779Z INFO : Using specified user ID.: --
2020-11-23T13:13:18.7530758Z INFO : Using local install source.: --
2020-11-23T13:13:18.7540779Z INFO : Using experimental SRV.: --
2020-11-23T13:13:18.7550778Z INFO : Invoked as part of SEC migration.: 0
2020-11-23T13:13:18.7560780Z INFO : ---
2020-11-23T13:13:18.8091124Z INFO : Sending HTTP 'POST' request to: api/download/stage2-details/e4917408-5a4e-4e07-9c95-1ffcecdfbe42
2020-11-23T13:13:18.8321126Z WARNING : WinHttpGetProxyForUrl returned: 12180
2020-11-23T13:13:18.8340769Z INFO : Attempting to connect using proxy '' of type 'Empty Proxy'.
2020-11-23T13:13:18.8610772Z INFO : Set security protocol: 00000800
2020-11-23T13:13:18.8630775Z INFO : Opening connection to api-cloudstation-eu-central-1.prod.hydra.sophos.com
2020-11-23T13:13:18.8650776Z INFO : Request content size: 30
2020-11-23T13:13:18.9610785Z INFO : Sending request
2020-11-23T13:13:18.9631126Z INFO : Request sent
2020-11-23T13:13:18.9820777Z INFO : Sending request
2020-11-23T13:13:18.9850777Z INFO : Request sent
2020-11-23T13:13:18.9860781Z INFO : Response status code: 200
2020-11-23T13:13:18.9880782Z INFO : Response data size: 178
2020-11-23T13:13:18.9900783Z INFO : trySendRequestThroughPotentialProxy returning response with status code: 200
2020-11-23T13:13:18.9950786Z INFO : Parsing message received for Stage 2 filename: '{"mcs_server":"mcs-cloudstation-eu-central-1.prod.hydra.sophos.com","stage2_filename":"stage2-1.10.305.0-f6402baa215a4de585ec6b7c5d5efd87f8c091137ed80c75c7ac1bd926376dc0.tar.gz"}'
2020-11-23T13:13:18.9970776Z INFO : Sending HTTP 'GET' request to: full/central/windows/business/installer/stage2-1.10.305.0-f6402baa215a4de585ec6b7c5d5efd87f8c091137ed80c75c7ac1bd926376dc0.tar.gz
2020-11-23T13:13:19.0020784Z WARNING : WinHttpGetProxyForUrl returned: 12180
2020-11-23T13:13:19.0040779Z INFO : Attempting to connect using proxy '' of type 'Empty Proxy'.
2020-11-23T13:13:19.0070782Z INFO : Set security protocol: 00000800
2020-11-23T13:13:19.0090780Z INFO : Opening connection to downloads.sophos.com
2020-11-23T13:13:19.0110786Z INFO : Request content size: 0
2020-11-23T13:13:19.0580779Z INFO : Sending request
2020-11-23T13:13:19.0610768Z INFO : Request sent
2020-11-23T13:13:19.1000775Z INFO : Response status code: 200
2020-11-23T13:13:19.1041122Z INFO : Response data size: 3197559
2020-11-23T13:13:19.1050789Z INFO : trySendRequestThroughPotentialProxy returning response with status code: 200
2020-11-23T13:13:19.1130778Z INFO : Extracting files:
2020-11-23T13:13:19.1150784Z INFO : integrity.dat
2020-11-23T13:13:19.1190769Z INFO : manifest.dat
2020-11-23T13:13:19.1220783Z INFO : scf.dat
2020-11-23T13:13:19.1250782Z INFO : sdds3-sync.exe
2020-11-23T13:13:19.2450783Z INFO : sof.dat
2020-11-23T13:13:19.2490785Z INFO : SophosSetup_Stage2.exe
2020-11-23T13:13:19.3830785Z INFO : su-setup32.exe
2020-11-23T13:13:19.4220784Z INFO : su-setup64.exe
2020-11-23T13:13:19.4700787Z INFO : SUL.dll
2020-11-23T13:13:19.5590781Z INFO : Management Certs/sophosca1.crl
2020-11-23T13:13:19.5620786Z INFO : Management Certs/sophosca1.crt
2020-11-23T13:13:19.5650786Z INFO : Management Certs/sophosca2.crl
2020-11-23T13:13:19.5680786Z INFO : Management Certs/sophosca2.crt
2020-11-23T13:13:19.5710788Z INFO : Management Certs/sophosca3.crl
2020-11-23T13:13:19.5740788Z INFO : Management Certs/sophosca3.crt
2020-11-23T13:13:19.5770768Z INFO : Management Certs/sophosca4.crl
2020-11-23T13:13:19.5800787Z INFO : Management Certs/sophosca4.crt
2020-11-23T13:13:19.5830787Z INFO : ManifestCerts/rootca.crl
2020-11-23T13:13:19.5860786Z INFO : ManifestCerts/rootca.crt
2020-11-23T13:13:19.5880784Z INFO : ManifestCerts/rootca384.crl
2020-11-23T13:13:19.5910787Z INFO : ManifestCerts/rootca384.crt
2020-11-23T13:13:19.5980777Z INFO : Checking manifest:C:\\Program Files (x86)\\Sophos\\CloudInstaller\\extract_cache\\manifest.dat
2020-11-23T13:13:19.6900773Z INFO : Running setup.
Started C:\Program Files (x86)\Sophos\CloudInstaller\SophosSetup_Stage2.exe
2020-11-23T13:13:19.8371134Z INFO : Stage 2 command-line options:
2020-11-23T13:13:19.8380790Z INFO : ---
2020-11-23T13:13:19.8390781Z INFO : Parent PID: 13200
2020-11-23T13:13:19.8400788Z INFO : Server: mcs-cloudstation-eu-central-1.prod.hydra.sophos.com
2020-11-23T13:13:19.8410790Z INFO : Message relays: --
2020-11-23T13:13:19.8420786Z INFO : Suppressing feedback: 0
2020-11-23T13:13:19.8430818Z INFO : Dump feedback to disk: 0
2020-11-23T13:13:19.8450763Z INFO : Register only: 0
2020-11-23T13:13:19.8460790Z INFO : Trail logging: 0
2020-11-23T13:13:19.8470786Z INFO : Command-line logging: 0
2020-11-23T13:13:19.8480788Z INFO : Bypassing competitor removal: 0
2020-11-23T13:13:19.8500789Z INFO : CRT catalog: --
2020-11-23T13:13:19.8500789Z INFO : Language: --
2020-11-23T13:13:19.8510785Z INFO : Log files: C:\\ProgramData\\Sophos\\CloudInstaller\\Logs\\SophosCloudInstaller_20201123_131318.log
2020-11-23T13:13:19.8520784Z INFO : Group: --
2020-11-23T13:13:19.8540784Z INFO : Quiet: 0
2020-11-23T13:13:19.8550783Z INFO : Virtual appliance: 0
2020-11-23T13:13:19.8560782Z INFO : Proxy address: --
2020-11-23T13:13:19.8580780Z INFO : Proxy user: --
2020-11-23T13:13:19.8590768Z INFO : Overriding computer name: --
2020-11-23T13:13:19.8600762Z INFO : Overriding computer description: --
2020-11-23T13:13:19.8610766Z INFO : Overriding domain: --
2020-11-23T13:13:19.8630789Z INFO : Disable proxy detection: 0
2020-11-23T13:13:19.8640788Z INFO : Customer Token Specified: e4917408-5a4e-4e07-9c95-1ffcecdfbe42
2020-11-23T13:13:19.8650768Z INFO : Products: all
2020-11-23T13:13:19.8660775Z INFO : Pipe write handle: 1952
2020-11-23T13:13:19.8670777Z INFO : MCS Certificates Folder: 0
2020-11-23T13:13:19.8680789Z INFO : MCS Customer Id: deb25ae9-bb31-d4e3-f849-655ffa84845b
2020-11-23T13:13:19.8690791Z INFO : User Id: --
2020-11-23T13:13:19.8710795Z INFO : Local install source: --
2020-11-23T13:13:19.8720791Z INFO : Name of SRV domain: --
2020-11-23T13:13:19.8730790Z INFO : Partner Id: --
2020-11-23T13:13:19.8740789Z INFO : Customer Estate Id: --
2020-11-23T13:13:19.8750788Z INFO : Invoked as part of SEC migration: 0
2020-11-23T13:13:19.8760767Z INFO : Using experimental SDDS3: 0
2020-11-23T13:13:19.8770788Z INFO : ---
2020-11-23T13:13:19.8810784Z INFO : User name: admin
2020-11-23T13:13:19.8820789Z INFO : NameDnsDomain: DOMAIN.COM\\admin
2020-11-23T13:13:19.8830791Z INFO : dnsDomain: DOMAIN.COM
2020-11-23T13:13:24.2800836Z INFO : lpProfilePath: 
2020-11-23T13:13:24.3400804Z INFO : User profile loaded
2020-11-23T13:13:24.3410812Z INFO : Net API buffer freed
2020-11-23T13:13:24.3420808Z INFO : Model::server value changed to: mcs-cloudstation-eu-central-1.prod.hydra.sophos.com
2020-11-23T13:13:24.3430810Z INFO : Model::messageRelays value changed to be size: 0
2020-11-23T13:13:24.3440811Z INFO : Model::group value changed to: 
2020-11-23T13:13:24.3450808Z INFO : Model::parentPid value changed to: 13200
2020-11-23T13:13:24.3470806Z INFO : Model::products changed to: all
2020-11-23T13:13:24.3480818Z INFO : Model::customer token value changed to: e4917408-5a4e-4e07-9c95-1ffcecdfbe42
2020-11-23T13:13:24.3490809Z INFO : MCS Crts: C:\\Program Files (x86)\\Sophos\\CloudInstaller\\Management Certs\\sophosca1.crt,C:\\Program Files (x86)\\Sophos\\CloudInstaller\\Management Certs\\sophosca2.crt,C:\\Program Files (x86)\\Sophos\\CloudInstaller\\Management Certs\\sophosca3.crt,C:\\Program Files (x86)\\Sophos\\CloudInstaller\\Management Certs\\sophosca4.crt
2020-11-23T13:13:24.3500813Z INFO : MCS CRLs: C:\\Program Files (x86)\\Sophos\\CloudInstaller\\Management Certs\\sophosca1.crl,C:\\Program Files (x86)\\Sophos\\CloudInstaller\\Management Certs\\sophosca2.crl,C:\\Program Files (x86)\\Sophos\\CloudInstaller\\Management Certs\\sophosca3.crl,C:\\Program Files (x86)\\Sophos\\CloudInstaller\\Management Certs\\sophosca4.crl
2020-11-23T13:13:24.3520806Z INFO : Model:: MCS customer id value changed to: deb25ae9-bb31-d4e3-f849-655ffa84845b
2020-11-23T13:13:24.3530805Z INFO : Sophos Endpoint Defense is installed
2020-11-23T13:13:24.3540807Z INFO : Value 'SEDEnabled' under key '000002BC' is set to 1.
2020-11-23T13:13:24.3550806Z INFO : Value 'IgnoreSav' under key '000002BC' is set to 1.
2020-11-23T13:13:24.3560807Z INFO : Tamper protected by SED
2020-11-23T13:13:24.3580802Z INFO : Setting sdds3 download to: false
2020-11-23T13:13:24.3590807Z INFO : detectedMsiInstalledMcs.installed: 0
2020-11-23T13:13:24.3600806Z INFO : Not migrating from SEC endpoint.
2020-11-23T13:13:24.3660830Z INFO : Beginning command definition.
2020-11-23T13:13:24.3670810Z INFO : Adding command to remove Sophos 'Image File Execution Options' keys.
2020-11-23T13:13:24.3680825Z INFO : Adding command to wait for SAU update to complete.
2020-11-23T13:13:24.3690805Z INFO : Adding competitor detection command.
2020-11-23T13:13:24.3710806Z INFO : Adding command to register with Sophos cloud.
2020-11-23T13:13:24.3720796Z INFO : Adding command to download product suite.
2020-11-23T13:13:24.3730809Z INFO : Adding command to uninstall existing products.
2020-11-23T13:13:24.3730809Z INFO : Adding command to remove existing installation of Sophos AutoUpdate
2020-11-23T13:13:24.3740811Z INFO : Adding command to allow tamper protected reinstalls.
2020-11-23T13:13:24.3750807Z INFO : Adding commands to uninstall remaining existing products.
2020-11-23T13:13:24.3760812Z INFO : Adding command to remove existing installation of Sophos System Protection
2020-11-23T13:13:24.3770800Z INFO : Adding command to remove existing installation of Sophos Heartbeat
2020-11-23T13:13:24.3780798Z INFO : Adding command to remove existing installation of Sophos Network Access Control
2020-11-23T13:13:24.3790809Z INFO : Adding command to remove existing installation of Sophos Client Firewall
2020-11-23T13:13:24.3810806Z INFO : Adding command to remove existing installation of Sophos Patch
2020-11-23T13:13:24.3820830Z INFO : Adding command to remove existing installation of Sophos Clean
2020-11-23T13:13:24.3830810Z INFO : Adding command to retrieve policy.
2020-11-23T13:13:24.3840820Z INFO : Adding command to prepare for installation.
2020-11-23T13:13:24.3850833Z INFO : Adding command to install Sophos cloud.
2020-11-23T13:13:24.3860799Z INFO : Command definition complete.
2020-11-23T13:13:24.3990818Z INFO : Stage 1 version:1.9.100.0
2020-11-23T13:13:24.4010805Z INFO : Stage 2 version:1.10.305.0
2020-11-23T13:13:24.4031177Z INFO : OS version: 10.0.17134.
2020-11-23T13:13:24.4050826Z INFO : Service pack: 0.0.
2020-11-23T13:13:24.4071184Z INFO : System Language: 1033.
2020-11-23T13:13:24.4080834Z INFO : User Language: 1031.
2020-11-23T13:13:24.4101178Z INFO : 64 bit: yes.
2020-11-23T13:13:24.4110837Z INFO : FindMainWindow: pid=13200
2020-11-23T13:13:24.4131184Z INFO : Window is main control window of process
2020-11-23T13:13:24.4140806Z INFO : ::EnumWindows stopped early; window found
2020-11-23T13:13:24.4161180Z INFO : _bestHandle=0007037A
2020-11-23T13:13:24.8510810Z INFO : Running System Property Check: VerifyTrust ...
2020-11-23T13:13:24.9110803Z INFO : System Property Check: VerifyTrust - PASSED
2020-11-23T13:13:24.9640837Z INFO : Running System Property Check: HostnameLength ...
2020-11-23T13:13:24.9690835Z INFO : Initialized Winsock subsystem
2020-11-23T13:13:24.9850835Z INFO : Valid hostname length
2020-11-23T13:13:24.9870836Z INFO : System Property Check: HostnameLength - PASSED
2020-11-23T13:13:25.0400845Z INFO : Running System Property Check: GroupNameLength ...
2020-11-23T13:13:25.0430814Z INFO : System Property Check: GroupNameLength - PASSED
2020-11-23T13:13:25.0950849Z INFO : Running System Property Check: IsAdministrator ...
2020-11-23T13:13:25.0980816Z INFO : System Property Check: IsAdministrator - PASSED
2020-11-23T13:13:25.1520824Z INFO : Running System Property Check: JunctionPointsCheck ...
2020-11-23T13:13:25.3660819Z ERROR : RecursePath failed for 'C:\\ProgramData\\Sophos\\Sophos File Scanner\\SaviTemp\\6196'. FindFirstFile failed: 5
2020-11-23T13:13:25.3680814Z ERROR : RecursePath failed for 'C:\\ProgramData\\Sophos\\Sophos File Scanner\\SaviTemp\\6196'. Error: RecursePath failed
2020-11-23T13:13:25.3700810Z ERROR : RecursePath failed for 'C:\\ProgramData\\Sophos\\Sophos File Scanner\\SaviTemp\\6636'. FindFirstFile failed: 5
2020-11-23T13:13:25.3710822Z ERROR : RecursePath failed for 'C:\\ProgramData\\Sophos\\Sophos File Scanner\\SaviTemp\\6636'. Error: RecursePath failed
2020-11-23T13:13:25.4010825Z INFO : Scanned 7626 Sophos paths for junction points
2020-11-23T13:13:25.4030817Z INFO : System Property Check: JunctionPointsCheck - PASSED
2020-11-23T13:13:25.4550833Z INFO : Running System Property Check: PendingReboots ...
2020-11-23T13:13:25.4580819Z INFO : System Property Check: PendingReboots - PASSED
2020-11-23T13:13:25.5110853Z INFO : Running System Property Check: PrimaryDriveSpace ...
2020-11-23T13:13:25.5150824Z INFO : Enough space: 172157 Mb
2020-11-23T13:13:25.5170821Z INFO : System Property Check: PrimaryDriveSpace - PASSED
2020-11-23T13:13:25.5700855Z INFO : Running System Property Check: MsXml ...
2020-11-23T13:13:25.6020828Z INFO : System Property Check: MsXml - PASSED
2020-11-23T13:13:25.6550823Z INFO : Running System Property Check: NotFirewall ...
2020-11-23T13:13:25.6570854Z INFO : System Property Check: NotFirewall - PASSED
2020-11-23T13:13:25.7110821Z INFO : Running System Property Check: NotHitmanProAlertIncompatible ...
2020-11-23T13:13:25.7130858Z INFO : No incompatible version of HitmanPro.Alert is installed
2020-11-23T13:13:25.7160830Z INFO : System Property Check: NotHitmanProAlertIncompatible - PASSED
2020-11-23T13:13:25.7700827Z INFO : Running System Property Check: NotInvincea ...
2020-11-23T13:13:25.7720838Z INFO : System Property Check: NotInvincea - PASSED
2020-11-23T13:13:25.8260827Z INFO : Running System Property Check: NotMessageRelay ...
2020-11-23T13:13:25.8280828Z INFO : RMS is not installed on the endpoint
2020-11-23T13:13:25.8310822Z INFO : System Property Check: NotMessageRelay - PASSED
2020-11-23T13:13:25.8840862Z INFO : Running System Property Check: NotNac ...
2020-11-23T13:13:25.8870856Z INFO : System Property Check: NotNac - PASSED
2020-11-23T13:13:25.9410822Z INFO : Running System Property Check: NotPatch ...
2020-11-23T13:13:25.9430862Z INFO : System Property Check: NotPatch - PASSED
2020-11-23T13:13:25.9980827Z INFO : Running System Property Check: NotPureMessageDomino ...
2020-11-23T13:13:26.0011245Z INFO : System Property Check: NotPureMessageDomino - PASSED
2020-11-23T13:13:26.0550827Z INFO : Running System Property Check: NotPureMessageExchangeWithAntiSpam ...
2020-11-23T13:13:26.0570861Z INFO : System Property Check: NotPureMessageExchangeWithAntiSpam - PASSED
2020-11-23T13:13:26.1110827Z INFO : Running System Property Check: NotSharePoint ...
2020-11-23T13:13:26.1130861Z INFO : System Property Check: NotSharePoint - PASSED
2020-11-23T13:13:26.1670828Z INFO : Running System Property Check: NotSecServer ...
2020-11-23T13:13:26.1690862Z INFO : System Property Check: NotSecServer - PASSED
2020-11-23T13:13:26.2220865Z INFO : Running System Property Check: NotSum ...
2020-11-23T13:13:26.2250829Z INFO : System Property Check: NotSum - PASSED
2020-11-23T13:13:26.2780863Z INFO : Running System Property Check: NotBlockedByTamperProtection ...
2020-11-23T13:13:26.2810829Z INFO : AutoUpdate key present
2020-11-23T13:13:26.2840826Z INFO : No indication found of failed previous installation; endpoint not considered broken for TP bypass
2020-11-23T13:13:26.2860866Z WARNING : Cannot bypass tamper protection
2020-11-23T13:13:26.2890826Z ERROR : System Property Check: NotBlockedByTamperProtection - FAILED
2020-11-23T13:13:26.3420830Z INFO : Running System Property Check: RAMSize ...
2020-11-23T13:13:26.3440831Z INFO : System Property Check: RAMSize - PASSED
2020-11-23T13:13:26.3980836Z INFO : Running System Property Check: SupportedArchitecture ...
2020-11-23T13:13:26.4000831Z INFO : Running on x64
2020-11-23T13:13:26.4030831Z INFO : System Property Check: SupportedArchitecture - PASSED
2020-11-23T13:13:26.4550874Z INFO : Running System Property Check: SupportedOS ...
2020-11-23T13:13:26.4580832Z INFO : Running on workstation.
2020-11-23T13:13:26.4610832Z INFO : System Property Check: SupportedOS - PASSED
2020-11-23T13:13:26.5140833Z INFO : Running System Property Check: SupportedPatches ...
2020-11-23T13:13:26.5160831Z INFO : System Property Check: SupportedPatches - PASSED
2020-11-23T13:13:26.5690868Z INFO : Running System Property Check: ValidTempDirectory ...
2020-11-23T13:13:26.5720862Z INFO : Temp folder exists.
2020-11-23T13:13:26.5750831Z INFO : System Property Check: ValidTempDirectory - PASSED
2020-11-23T13:13:26.6290833Z INFO : Running System Property Check: ValidLocalInstallSourceDirectory ...
2020-11-23T13:13:26.6310831Z INFO : No local install source folder to validate.
2020-11-23T13:13:26.6340828Z INFO : System Property Check: ValidLocalInstallSourceDirectory - PASSED
2020-11-23T13:13:26.6860866Z INFO : Running System Property Check: ValidServer ...
2020-11-23T13:13:26.6890863Z INFO : System Property Check: ValidServer - PASSED
2020-11-23T13:13:26.7430835Z INFO : Running System Property Check: ValidDeploymentInfo ...
2020-11-23T13:13:26.7460862Z INFO : Current Time: 2020-11-23T13:13:26.744000
2020-11-23T13:13:26.7500825Z INFO : This computer is part of the domain DOMAIN
2020-11-23T13:13:26.7520865Z INFO : Domain Name: DOMAIN
2020-11-23T13:13:26.7550862Z INFO : Computer Name: DEW02077
2020-11-23T13:13:26.7570868Z INFO : Computer Description is not available. 
2020-11-23T13:13:26.7600829Z INFO : Operating System: WIN10
2020-11-23T13:13:26.7620871Z INFO : ProductType: 4
2020-11-23T13:13:26.7750830Z INFO : Last logged on user was: DOMAIN\\admin
2020-11-23T13:13:26.7770855Z INFO : Fully Qualified Domain Name: DEW02077.DOMAIN.com
2020-11-23T13:13:26.7790828Z INFO : Processor architecture: x64
2020-11-23T13:13:26.7810832Z INFO : OS Major Version: 10 and OS Minor Version: 0
2020-11-23T13:13:26.7830835Z INFO : Friendly OS Name: WIN10
2020-11-23T13:13:26.7850825Z INFO : Is server?: 0
2020-11-23T13:13:26.7890843Z INFO : Sending HTTP 'POST' request to: sophos/management/ep/install/deployment-info/3
2020-11-23T13:13:26.7960825Z WARNING : WinHttpGetProxyForUrl returned: 12180
2020-11-23T13:13:26.7980839Z INFO : Attempting to connect using proxy '' of type 'Empty Proxy'.
2020-11-23T13:13:26.8010828Z INFO : Set security protocol: 00000800
2020-11-23T13:13:26.8020841Z INFO : Opening connection to mcs-cloudstation-eu-central-1.prod.hydra.sophos.com
2020-11-23T13:13:26.8030829Z INFO : Sending request for connection confirmation through potential proxy
2020-11-23T13:13:26.8050827Z INFO : Request content size: 0
2020-11-23T13:13:26.9080834Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
2020-11-23T13:13:26.9260865Z INFO : Certificate check succeeded
2020-11-23T13:13:26.9290854Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
2020-11-23T13:13:27.2900867Z INFO : Response status code: 200
2020-11-23T13:13:27.2920868Z INFO : Response data size: 168
2020-11-23T13:13:27.2950865Z INFO : trySendRequestThroughPotentialProxy returning response with status code: 200
2020-11-23T13:13:27.2970871Z INFO : Request content size: 1747
2020-11-23T13:13:27.3010867Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
2020-11-23T13:13:27.3150833Z INFO : Certificate check succeeded
2020-11-23T13:13:27.3180835Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
2020-11-23T13:13:27.3330834Z INFO : ValidateFileCertificateCheck: Validate certificate against file on WINHTTP_CALLBACK_STATUS_SENDING_REQUEST
2020-11-23T13:13:27.3440839Z INFO : Certificate check succeeded
2020-11-23T13:13:27.3470833Z INFO : ValidateFileCertificateCheck: Ignore WINHTTP_CALLBACK_STATUS_REQUEST_SENT
2020-11-23T13:13:27.3490845Z INFO : Response status code: 200
2020-11-23T13:13:27.3500850Z INFO : Response data size: 213
2020-11-23T13:13:27.3520861Z INFO : Parsing message received for deployment token: {"dciFileName":"fc1b17ff8d17fff3669188bc027716d2","registrationToken":"2f36f61f43295f09e719f96050b6ab754d5dc53db01f2ea1f266aa73652f3727","products":[{"product":"INTERCEPT_ADVANCED","supported":true,"reasons":[]}]}
2020-11-23T13:13:27.3540848Z INFO : Model::token value changed to: 2f36f61f43295f09e719f96050b6ab754d5dc53db01f2ea1f266aa73652f3727
2020-11-23T13:13:27.3550850Z INFO : Licenses available: INTERCEPT_ADVANCED 
2020-11-23T13:13:27.4080873Z INFO : Running System Property Check: InstallationInProgress ...
2020-11-23T13:13:27.4110839Z INFO : System Property Check: InstallationInProgress - PASSED
2020-11-23T13:13:27.4650842Z INFO : Running System Property Check: SafeGuardEncryption ...
2020-11-23T13:13:27.4670837Z INFO : Entered installedProductCode, upgradeCode={BA2F47D3-1C17-40E7-8DE7-1CD733442B6C}
2020-11-23T13:13:27.4700842Z INFO : Product is installed
2020-11-23T13:13:27.4720876Z INFO : licensesContainFeature(DEVICE_ENCRYPTION): false
2020-11-23T13:13:27.4760836Z INFO : SafeGuard is not managed by Sophos Enterprise Console.
2020-11-23T13:13:27.4790836Z INFO : System Property Check: SafeGuardEncryption - PASSED
2020-11-23T13:13:35.5920908Z INFO : Data folder: C:\\ProgramData\\Sophos\\AutoUpdate\\data
2020-11-23T13:13:35.6060893Z INFO : Data folder: C:\\ProgramData\\Sophos\\AutoUpdate\\data
2020-11-23T13:13:35.6070898Z INFO : Sending HTTP 'PUT' request to: prod/2020-11-23T13:13:35Z-2020-11-23T13:13:35Z-63207ed0-96b6-50b2-bc9c-5aaf6bcf971a.json
2020-11-23T13:13:35.6100903Z WARNING : WinHttpGetProxyForUrl returned: 12180
2020-11-23T13:13:35.6110902Z INFO : Attempting to connect using proxy '' of type 'Empty Proxy'.
2020-11-23T13:13:35.6140902Z INFO : Set security protocol: 00000800
2020-11-23T13:13:35.6150901Z INFO : Opening connection to t1.sophosupd.com
2020-11-23T13:13:35.6160902Z INFO : Request content size: 2003
2020-11-23T13:13:35.6690928Z INFO : Sending request
2020-11-23T13:13:35.6710926Z INFO : Request sent
2020-11-23T13:13:36.2880927Z INFO : Sending request
2020-11-23T13:13:36.2901294Z INFO : Request sent
2020-11-23T13:13:36.2921300Z INFO : Response status code: 200
2020-11-23T13:13:36.2950928Z INFO : Response data size: 0
2020-11-23T13:13:36.2971142Z INFO : trySendRequestThroughPotentialProxy returning response with status code: 200
2020-11-23T13:13:36.2991301Z INFO : Telemetry Response: 
2020-11-23T13:13:36.3050929Z INFO : User profile unloaded
2020-11-23T13:13:36.3250928Z INFO : Cleaning up extracted files
2020-11-23T13:13:36.4130931Z ERROR : Exception: Setup program failed with code: 1

    Thanks

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  • 0

    Hi ,

    to give you best support please provide some insights to us. Please provide the following information:

    • What services are missing or not running? Please check the Endpoint Self Help, you reach it by clicking on "Info" in the Endpoint Agent.
    • Also, please provide Info about the Operating System of your affected device.







    As soon as we get more info from you, we can start a better troubleshooting.

    Thank you in advance!

    Intrusus
    Sophos Certified Engineer | Sophos Certified Technician

    private lab:
    XG firewall with SFOS 18.0.3 MR-3
    Intercept X Advanced (for Server) with EDR EAP latest
    If a post solves your question use the 'Verify Answer' link

Reply
  • 0

    Hi ,

    to give you best support please provide some insights to us. Please provide the following information:

    • What services are missing or not running? Please check the Endpoint Self Help, you reach it by clicking on "Info" in the Endpoint Agent.
    • Also, please provide Info about the Operating System of your affected device.







    As soon as we get more info from you, we can start a better troubleshooting.

    Thank you in advance!

    Intrusus
    Sophos Certified Engineer | Sophos Certified Technician

    private lab:
    XG firewall with SFOS 18.0.3 MR-3
    Intercept X Advanced (for Server) with EDR EAP latest
    If a post solves your question use the 'Verify Answer' link

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