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Sophos Install Fails to install, must uninstall built in antivirus in windows 10

Robert Gonzales

I get a sophos failed to install endpoint detection client on a New Windows 10 Lenovo Laptop. I have sent my log files to Sophos but their solution is to call microsoft. The reason being is the log file indicate the install failure is the windows security client, which is inherent in the windows 10 software. I tried to turn the service off but the sophos software will not install. FYI I have 30 installations with the same setup and the software installed with the built in security client on. For some reason this install fails. I believe something has change in the sophos install client. Has anyone encountered this issue? 

Question How do I manually install sophos client? or how to I turn off / uninstall the inherent antivirus client for every install for now on? 



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  • in reply to Sophos User930 +2 verified

    Taking another look:

    MSI (s) (A8:78) [16:16:58:538]: Determining source type
    MSI (s) (A8:78) [16:16:58:538]: Note: 1: 2203 2: c:\Windows\Installer\epp.msi 3: -2147287038
    MSI (s) (A8:78) [16:16:58:538]: Note: 1: 1316 2: c:\Windows\Installer\epp.msi
    MSI (s) (A8:78) [16:16:58:538]: SECREPAIR: Error determining package source type

    -2147287038 = STG_E_FILENOTFOUND so I suspect that the file doesn't exist in that location.

    In the log there is also

    MSI (s) (A8:78) [16:16:59:186]: Executing op: RegOpenKey(Root=-2147483646,Key=Software\Classes\Installer\Products\E31C3AA213508B14EA84EA829C048A90\SourceList,,BinaryType=1,,)
    MSI (s) (A8:78) [16:16:59:186]: Executing op: RegAddValue(Name=LastUsedSource,Value=#%n;1;c:\2302cbe018f25fd6296ab189\amd64\,)
    MSI (s) (A8:78) [16:16:59:186]: Executing op: RegAddValue(Name=PackageName,Value=epp.msi,)

    So is it the case that under:

    HKEY_LOCAL_MACHINE\SOFTWARE\Classes\Installer\Products\e31c3aa213508b14ea84ea829c048a90\SourceList

    PackageName. is set to epp.msi

    The installer is expecting the find the file in C:\windows\installer\epp.msi and failing?

    The original source of the MSI that was cached is c:\Windows\Installer\b717.msi.  This is what the installer is using and this will be a copy of the original MSI file that installed the software.

    If C:\windows\installer\epp.msi doesn't exist, maybe it would help to make a copy of c:\Windows\Installer\b717.msi and create c:\Windows\Installer\epp.msi so the path exists.  How does that change the log?  Does it uninstall OK?

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