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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:

    Hello James

    jamesd3rd wrote:

    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.

    Does the swi_service.exe exist? If not copy it  from either the AutoUpdate cache (if it exists) or another machine. This could do it.

    Christian

    No it doesn't because there was no Sophos Anti-virus folder created.  The only folder created during the install was the AutoUpdate folder.

    :32849
  • 0

    Hello James,

    as you said the original install log gets replaced periodically I assume AutoUpdate tries to finalize the install at each update interval. How to you attempt to install initially - Protect Computers from the console? Was Sophos installed on this client some time in the past?

    Christian

    :32901