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Sophos Endpoint Installation won't open

Janik Marius Lueck

Hi,

I had an issue with my endpoint client and deinstalled the software because on access was disabled and i was not able to click anything in the UI.
But now I can't install sophos again. I have a download from my university. When I try to open the exit file sophosendpoint.exe (32bit) pops up in the task manager but it immediately closes. No window opens, no logs are created. My system is a 64bit system but I think theres just one download and its for both 32 and 64bit.

Thanks in advance



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  • 0

    I found an interesting log from the day the error occurred.

    18.10.2022,16:30:16,Informationen,Process security set successfully,
18.10.2022,16:30:16,FEHLER,Installation konnte nicht gestartet werden. Der Computer wurde von Sophos Clean gesperrt. Starten Sie den Computer neu und versuchen Sie es erneut.,

    and translated

    18.10.2022,16:30:16,ERROR,Installation could not be started. The computer has been locked by Sophos Clean. Restart the computer and try again...,

    That was on the day I found out that every element in Sophos was grayed out and I was not ablet to click anything in the UI.

  • 0 in reply to Janik Marius Lueck

    Hi ,

    It appears that you're using an on-prem package. Based on the error shared, the issue looks as though it may be caused by a permissions issue trying to create Registry values.

    Also, please check if there's another security software installed on the device. Thank you.

  • 0 in reply to Gladys

    Thank you for your answer.
    I used an admin account so I should have all the permissions required.
    There is only the standard Windows defender stuff on my device, no other software.

  • 0 in reply to Janik Marius Lueck

    Hi Janik,

    Thanks for checking that. Can you also try the following steps, please?

    - Reboot the device.
    - Run cmd as an administrator and run the following commands one at a time:

    32-bit:
    REG QUERY HKLM\Software\Microsoft\Windows\CurrentVersion\Uninstall /s /f SOPHOS > C:\Sophos_Uninstall_Strings32.txt

    64-bit:
    REG QUERY HKLM\Software\Wow6432Node\Microsoft\Windows\CurrentVersion\Uninstall /s /f SOPHOS > C:\Sophos_Uninstall_Strings64.txt

  • 0 in reply to Gladys

    So I executed the commands and nothing happend.
    In search I found the Sophos_Uninstall_Strings64.txt and ....32.txt
    Both have only the following inside:

    Suchvorgang abgeschlossen: 0 bereinstimmende Zeichenfolge(n) gefunden.

    In english

    Search completed: 0 matching string(s) found.

  • 0 in reply to Janik Marius Lueck

    Hi ,

    Thank you. I recommend opening a support case so we can further analyze what's preventing the installation. I also suggest collecting the procmon logs and upload it to the case when ready. If urgent assistance is needed, you may also reach our support team via phone, using the numbers listed on our support portal.

    Let me know if you any further questions or concerns.

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