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Sophos won't install

jamesd3rd

I'm unable to install v9.7 of Endpoint protection.  I don't understnad the various log files so I'm hoping someone here can make sense of them.  Also there is no Sophos Anti-Virus sub-directory created in the c:\program files\sophos directory and the UI won't launch.

The Install log is much too long to post.

The Custom Actions log:

2012-09-20 21:38:59 Starting competitor detection...
2012-09-20 21:38:59 Enumerating competitor uninstall keys...
2012-09-20 21:38:59 PROCESSOR_ARCHITECTURE environment variable is: x86
2012-09-20 21:39:03 Boot driver: not installed.
2012-09-20 21:39:03 Setting class filter present property to: 0
2012-09-20 21:39:04 PROCESSOR_ARCHITECTURE environment variable is: x86
2012-09-20 21:39:09 Unable to create an instance of ComponentManager - SystemInformation will not be informed of the update
2012-09-20 21:39:09 CloseSavMainWindow: failed to open Software\Sophos\SAVUI 2
2012-09-20 21:39:09 RestoreMovedFiles(): Unexpected error 0x00000003 when looking for temporary files
2012-09-20 21:39:12 Unable to create an instance of ComponentManager - SystemInformation cannot be informed of end of update

:32023


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  • 0
    QC wrote:

    Usually no more than a dozen or so.

    Christian

    Actually there are two locations.  I didn't realize that the original install log gets replaced periodically.  When I went to the computer, last night's timestamp had been overwritten by I guess what appears to be attempts by Sophos to update thise morning.  I don't if thise will be of any use.

    MSI (s) (E0:68) [08:44:26:231]: Executing op: ComponentRegister(ComponentId={9F9F5795-BF8F-4FF3-9E12-7AA4BA31AC0D},KeyPath=C:\Program Files\Sophos\Sophos Anti-Virus\ThreatDetection.dll,State=3,,Disk=1,SharedDllRefCount=1,BinaryType=0)
    MSI (s) (E0:68) [08:44:26:231]: Executing op: ComponentRegister(ComponentId={E5EB5509-3611-458A-BE68-3477BF3D96CB},KeyPath=C:\Program Files\Sophos\Sophos Anti-Virus\ThreatManagement.dll,State=3,,Disk=1,SharedDllRefCount=0,BinaryType=0)
    MSI (s) (E0:68) [08:44:26:231]: Executing op: ComponentRegister(ComponentId={09FFDB10-614F-4899-82E8-85A7D8BFA32A},KeyPath=C:\Program Files\Sophos\Sophos Anti-Virus\Translators.dll,State=3,,Disk=1,SharedDllRefCount=0,BinaryType=0)
    MSI (s) (E0:68) [08:44:26:231]: Executing op: ComponentRegister(ComponentId={EE6DC968-0EAA-48C0-9923-CF97A3C32CE3},KeyPath=C:\Program Files\Sophos\Sophos Anti-Virus\VirusDetection.dll,State=3,,Disk=1,SharedDllRefCount=1,BinaryType=0)
    MSI (s) (E0:68) [08:44:26:231]: Executing op: ComponentRegister(ComponentId={3630E612-875A-427A-8A2A-2708A9B24393},KeyPath=C:\Program Files\Sophos\Sophos Anti-Virus\Web Intelligence\swi_lsp_install_wrapper.exe,State=3,,Disk=1,SharedDllRefCount=0,BinaryType=0)
    MSI (s) (E0:68) [08:44:26:231]: Executing op: ComponentRegister(ComponentId={B260B550-613B-475D-8522-48117AFAC5A1},KeyPath=C:\Program Files\Sophos\Sophos Anti-Virus\Web Intelligence\swi_lsp_installer.exe,State=3,,Disk=1,SharedDllRefCount=0,BinaryType=0)
    MSI (s) (E0:68) [08:44:26:231]: Executing op: ActionStart(Name=SwiService_dereg.11DACB83_28A7_4FA6_AF5B_C006E340C101,,)
    MSI (s) (E0:68) [08:44:26:231]: Executing op: CustomActionSchedule(Action=SwiService_dereg.11DACB83_28A7_4FA6_AF5B_C006E340C101,ActionType=1058,Source=C:\Program Files\Sophos\Sophos Anti-Virus\Web Intelligence\,Target="C:\Program Files\Sophos\Sophos Anti-Virus\Web Intelligence\swi_service.exe" /unregisterService,)
    MSI (s) (E0:68) [08:44:26:231]: Note: 1: 1721 2: SwiService_dereg.11DACB83_28A7_4FA6_AF5B_C006E340C101 3: C:\Program Files\Sophos\Sophos Anti-Virus\Web Intelligence\ 4: "C:\Program Files\Sophos\Sophos Anti-Virus\Web Intelligence\swi_service.exe" /unregisterService
    MSI (s) (E0:68) [08:44:26:231]: Product: Sophos Anti-Virus -- Error 1721.There is a problem with this Windows Installer package. A program required for this install to complete could not be run. Contact your support personnel or package vendor. Action: SwiService_dereg.11DACB83_28A7_4FA6_AF5B_C006E340C101, location: C:\Program Files\Sophos\Sophos Anti-Virus\Web Intelligence\, command: "C:\Program Files\Sophos\Sophos Anti-Virus\Web Intelligence\swi_service.exe" /unregisterService

    MSI (s) (E0:68) [08:44:26:231]: User policy value 'DisableRollback' is 0
    MSI (s) (E0:68) [08:44:26:231]: Machine policy value 'DisableRollback' is 0
    Action ended 8:44:26: InstallFinalize. Return value 3.


    MSI (s) (E0:68) [08:44:26:293]: Executing op: ActionStart(Name=CloseSavMainWindow,,)
    MSI (s) (E0:68) [08:44:26:293]: Executing op: ActionStart(Name=SetUpdateBegin,,)
    MSI (s) (E0:68) [08:44:26:293]: Executing op: ActionStart(Name=RunErrorScript,,)
    MSI (s) (E0:68) [08:44:26:293]: Executing op: CustomActionRollback(Action=RunErrorScript,ActionType=1345,Source=BinaryData,Target=RunErrorScripts,CustomActionData="C:\Program Files\Sophos\Sophos Anti-Virus\""C:\ProgramData\Sophos\AutoUpdate\cache\savxp\""9.7.7")
    MSI (s) (E0:88) [08:44:26:293]: Invoking remote custom action. DLL: C:\Windows\Installer\MSIFF9C.tmp, Entrypoint: RunErrorScripts
    MSI (s) (E0:68) [08:44:26:309]: Executing op: ActionStart(Name=CheckRegForNullDACLs,,)
    MSI (s) (E0:68) [08:44:26:309]: Executing op: ActionStart(Name=RestoreMovedFiles,,)
    MSI (s) (E0:68) [08:44:26:309]: Executing op: CustomActionRollback(Action=RestoreMovedFiles,ActionType=1281,Source=BinaryData,Target=RestoreMovedFiles,CustomActionData=C:\Program Files\Sophos\Sophos Anti-Virus\)
    MSI (s) (E0:E4) [08:44:26:324]: Invoking remote custom action. DLL: C:\Windows\Installer\MSIFFAD.tmp, Entrypoint: RestoreMovedFiles
    MSI (s) (E0:68) [08:44:26:340]: Executing op: ActionStart(Name=SetUpdateFailed,,)
    MSI (s) (E0:68) [08:44:26:340]: Executing op: CustomActionRollback(Action=SetUpdateFailed,ActionType=1281,Source=BinaryData,Target=SetUpdateFailed,)
    MSI (s) (E0:1C) [08:44:26:340]: Invoking remote custom action. DLL: C:\Windows\Installer\MSIFFCD.tmp, Entrypoint: SetUpdateFailed
    MSI (s) (E0:68) [08:44:26:371]: Executing op: End(Checksum=0,ProgressTotalHDWord=0,ProgressTotalLDWord=0)
    MSI (s) (E0:68) [08:44:26:371]: Error in rollback skipped. Return: 5
    MSI (s) (E0:68) [08:44:26:371]: Note: 1: 2318 2:
    MSI (s) (E0:68) [08:44:26:371]: No System Restore sequence number for this installation.
    MSI (s) (E0:68) [08:44:26:371]: Unlocking Server
    MSI (s) (E0:68) [08:44:26:465]: PROPERTY CHANGE: Deleting UpdateStarted property. Its current value is '1'.
    Action ended 8:44:26: INSTALL. Return value 3.

    :32453
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  • 0
    QC wrote:

    Usually no more than a dozen or so.

    Christian

    Actually there are two locations.  I didn't realize that the original install log gets replaced periodically.  When I went to the computer, last night's timestamp had been overwritten by I guess what appears to be attempts by Sophos to update thise morning.  I don't if thise will be of any use.

    MSI (s) (E0:68) [08:44:26:231]: Executing op: ComponentRegister(ComponentId={9F9F5795-BF8F-4FF3-9E12-7AA4BA31AC0D},KeyPath=C:\Program Files\Sophos\Sophos Anti-Virus\ThreatDetection.dll,State=3,,Disk=1,SharedDllRefCount=1,BinaryType=0)
    MSI (s) (E0:68) [08:44:26:231]: Executing op: ComponentRegister(ComponentId={E5EB5509-3611-458A-BE68-3477BF3D96CB},KeyPath=C:\Program Files\Sophos\Sophos Anti-Virus\ThreatManagement.dll,State=3,,Disk=1,SharedDllRefCount=0,BinaryType=0)
    MSI (s) (E0:68) [08:44:26:231]: Executing op: ComponentRegister(ComponentId={09FFDB10-614F-4899-82E8-85A7D8BFA32A},KeyPath=C:\Program Files\Sophos\Sophos Anti-Virus\Translators.dll,State=3,,Disk=1,SharedDllRefCount=0,BinaryType=0)
    MSI (s) (E0:68) [08:44:26:231]: Executing op: ComponentRegister(ComponentId={EE6DC968-0EAA-48C0-9923-CF97A3C32CE3},KeyPath=C:\Program Files\Sophos\Sophos Anti-Virus\VirusDetection.dll,State=3,,Disk=1,SharedDllRefCount=1,BinaryType=0)
    MSI (s) (E0:68) [08:44:26:231]: Executing op: ComponentRegister(ComponentId={3630E612-875A-427A-8A2A-2708A9B24393},KeyPath=C:\Program Files\Sophos\Sophos Anti-Virus\Web Intelligence\swi_lsp_install_wrapper.exe,State=3,,Disk=1,SharedDllRefCount=0,BinaryType=0)
    MSI (s) (E0:68) [08:44:26:231]: Executing op: ComponentRegister(ComponentId={B260B550-613B-475D-8522-48117AFAC5A1},KeyPath=C:\Program Files\Sophos\Sophos Anti-Virus\Web Intelligence\swi_lsp_installer.exe,State=3,,Disk=1,SharedDllRefCount=0,BinaryType=0)
    MSI (s) (E0:68) [08:44:26:231]: Executing op: ActionStart(Name=SwiService_dereg.11DACB83_28A7_4FA6_AF5B_C006E340C101,,)
    MSI (s) (E0:68) [08:44:26:231]: Executing op: CustomActionSchedule(Action=SwiService_dereg.11DACB83_28A7_4FA6_AF5B_C006E340C101,ActionType=1058,Source=C:\Program Files\Sophos\Sophos Anti-Virus\Web Intelligence\,Target="C:\Program Files\Sophos\Sophos Anti-Virus\Web Intelligence\swi_service.exe" /unregisterService,)
    MSI (s) (E0:68) [08:44:26:231]: Note: 1: 1721 2: SwiService_dereg.11DACB83_28A7_4FA6_AF5B_C006E340C101 3: C:\Program Files\Sophos\Sophos Anti-Virus\Web Intelligence\ 4: "C:\Program Files\Sophos\Sophos Anti-Virus\Web Intelligence\swi_service.exe" /unregisterService
    MSI (s) (E0:68) [08:44:26:231]: Product: Sophos Anti-Virus -- Error 1721.There is a problem with this Windows Installer package. A program required for this install to complete could not be run. Contact your support personnel or package vendor. Action: SwiService_dereg.11DACB83_28A7_4FA6_AF5B_C006E340C101, location: C:\Program Files\Sophos\Sophos Anti-Virus\Web Intelligence\, command: "C:\Program Files\Sophos\Sophos Anti-Virus\Web Intelligence\swi_service.exe" /unregisterService

    MSI (s) (E0:68) [08:44:26:231]: User policy value 'DisableRollback' is 0
    MSI (s) (E0:68) [08:44:26:231]: Machine policy value 'DisableRollback' is 0
    Action ended 8:44:26: InstallFinalize. Return value 3.


    MSI (s) (E0:68) [08:44:26:293]: Executing op: ActionStart(Name=CloseSavMainWindow,,)
    MSI (s) (E0:68) [08:44:26:293]: Executing op: ActionStart(Name=SetUpdateBegin,,)
    MSI (s) (E0:68) [08:44:26:293]: Executing op: ActionStart(Name=RunErrorScript,,)
    MSI (s) (E0:68) [08:44:26:293]: Executing op: CustomActionRollback(Action=RunErrorScript,ActionType=1345,Source=BinaryData,Target=RunErrorScripts,CustomActionData="C:\Program Files\Sophos\Sophos Anti-Virus\""C:\ProgramData\Sophos\AutoUpdate\cache\savxp\""9.7.7")
    MSI (s) (E0:88) [08:44:26:293]: Invoking remote custom action. DLL: C:\Windows\Installer\MSIFF9C.tmp, Entrypoint: RunErrorScripts
    MSI (s) (E0:68) [08:44:26:309]: Executing op: ActionStart(Name=CheckRegForNullDACLs,,)
    MSI (s) (E0:68) [08:44:26:309]: Executing op: ActionStart(Name=RestoreMovedFiles,,)
    MSI (s) (E0:68) [08:44:26:309]: Executing op: CustomActionRollback(Action=RestoreMovedFiles,ActionType=1281,Source=BinaryData,Target=RestoreMovedFiles,CustomActionData=C:\Program Files\Sophos\Sophos Anti-Virus\)
    MSI (s) (E0:E4) [08:44:26:324]: Invoking remote custom action. DLL: C:\Windows\Installer\MSIFFAD.tmp, Entrypoint: RestoreMovedFiles
    MSI (s) (E0:68) [08:44:26:340]: Executing op: ActionStart(Name=SetUpdateFailed,,)
    MSI (s) (E0:68) [08:44:26:340]: Executing op: CustomActionRollback(Action=SetUpdateFailed,ActionType=1281,Source=BinaryData,Target=SetUpdateFailed,)
    MSI (s) (E0:1C) [08:44:26:340]: Invoking remote custom action. DLL: C:\Windows\Installer\MSIFFCD.tmp, Entrypoint: SetUpdateFailed
    MSI (s) (E0:68) [08:44:26:371]: Executing op: End(Checksum=0,ProgressTotalHDWord=0,ProgressTotalLDWord=0)
    MSI (s) (E0:68) [08:44:26:371]: Error in rollback skipped. Return: 5
    MSI (s) (E0:68) [08:44:26:371]: Note: 1: 2318 2:
    MSI (s) (E0:68) [08:44:26:371]: No System Restore sequence number for this installation.
    MSI (s) (E0:68) [08:44:26:371]: Unlocking Server
    MSI (s) (E0:68) [08:44:26:465]: PROPERTY CHANGE: Deleting UpdateStarted property. Its current value is '1'.
    Action ended 8:44:26: INSTALL. Return value 3.

    :32453
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