Thread Info
  • State Not Answered
  • Locked Locked
  • Replies 9 replies
  • Subscribers 1 subscriber
  • Views 8653 views
  • Users 0 members are here
Options
Suggested
This discussion has been locked.
You can no longer post new replies to this discussion. If you have a question you can start a new discussion

Sophos Uninstall Issue

disco_samurai

Good Morning

At my workplace we use Sophos Endpoint Security and Control v9.5 and I'm having an issue on one of the machines its installed on I wonder if anyone can suggest anything to assist me?

The PC in question had Sophos installed (via a network share) but upon first install when it does its initial update (the 3 stage update) the update window would close once it got to 'Installing Package 1 of..

Now I assumed that I had mistyped the admin password/ID so I went to uninstall it.  However when I try and uninstall Sophos it asks for a 'Sophos Anti-Virus.msi' file.  I browsed to this file on the network server but the uninstaller would not accept this MSI (I've seen a few threads on Google with this issue with no successful resolutions).

I have tried reinstalling Sophos again (same thing happened) and I've tried absolutely everything to remove Sophos, I've manually cleared the registry, manually deleted the files, logged onto safemode to try and remove it I even reinstalled the Windows Installer (http://www.microsoft.com/downloads/en/details.aspx?FamilyID=5a58b56f-60b6-4412-95b9-54d056d6f9f4&displaylang=en_) as it was suggested as a way to get round this issue on the net.  Nothing seems to work.

Any suggestions?

Cheers

Neal

:8433


This thread was automatically locked due to age.
Parents
  • 0

    Ok, so it's the SAV package that is failing to install.  That being the case, can you obtain the latest pair of logs from:

    \windows\temp\

    They have the same time stamp in the files so you can spot the pair:  One is the MSI log the other log file logs the custom actions the MSI runs. I.e.

    Sophos Anti-Virus Install Log_<timestamp>.txt

    Sophos Anti-Virus CustomActions Log_<timestamp>.txt

    I would always start with the MSI log, navigate to the bottom and search up for:

    Return value 3

    This hopefully will give you the custom action that is failing or at least the time.  Hopefully from that and the custom actions log we can work out what is going wrong.

    If the MSI log is too big to post.  Maybe just post the 30 lines or so above the "return value 3" and the custom actions log: That is much smaller.

    Regards,

    Jak

    :9263
Reply
  • 0

    Ok, so it's the SAV package that is failing to install.  That being the case, can you obtain the latest pair of logs from:

    \windows\temp\

    They have the same time stamp in the files so you can spot the pair:  One is the MSI log the other log file logs the custom actions the MSI runs. I.e.

    Sophos Anti-Virus Install Log_<timestamp>.txt

    Sophos Anti-Virus CustomActions Log_<timestamp>.txt

    I would always start with the MSI log, navigate to the bottom and search up for:

    Return value 3

    This hopefully will give you the custom action that is failing or at least the time.  Hopefully from that and the custom actions log we can work out what is going wrong.

    If the MSI log is too big to post.  Maybe just post the 30 lines or so above the "return value 3" and the custom actions log: That is much smaller.

    Regards,

    Jak

    :9263
Children
No Data