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Reinstall fails after deleting "infected" files manually

varuna

Hello!

First of all I'm an uni student using Sophos Endpoint Security. I've got the Shh/Updater problem and tried to fix it with the FixIssues.exe mentioned in the knowledgebase (118323). Unfortunately some files are forever gone because I deleted them some days ago... The only way seems to be a reinstallation but Sophos wont reinstall: 

Product: Sophos AutoUpdate -- Error 25010.An error occurred while running the custom action 'WaitUntilFileUnlocked'. Reason: WaitOnLockedFile: The file C:\Programme\Sophos\AutoUpdate\ALsvc.exe does not exist

Sophos AntiVirus and Firewall are already uninstalled so I lost my protection. What can I do?

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  • 0

    Hello varuna,

    please see Using the Microsoft Fix-It Tool in the Troubleshooting and resolving ... article. This should enable you to reinstall afterwards.

    HTH

    Christian

    :33109
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    Hello varuna, I am sorry you have been affected by this issue, could you please post the contents of the "Sophos Fix Script Log.txt" file which will be in your temp directory, to access this easily select your start menu, then select Run then enter "temp" which should find this file. This will help us figure out what has happened to your system.

    That being said QC's solustion may resolve this, but even if it does please copy the contents of the log up so can figure out what may be going wrong, thank you.

    :33113
  • 0

    Thanks alot for help! I tried the Microsoft Fix-It Tool but as far as I can remember it only solved some registry problems but didn't remove the updater. But after checking the Sophos Fix Script Log.txt I came across this: 

    Could not access http://www.uni-kiel.de/sophos/CIDs/S000/SAVSCFXP/, error 0x800C0005 : Systemfehler: -2146697211.

    Configured CID 'http://www.uni-kiel.de/sophos/CIDs/S000/SAVSCFXP/' is not accessible

    I forgot that my university needs some sort of authentication via VPN in order to access services. After running the FixIssues.exe again while being connected properly everything is alright. The only thing I miss is the firewall... :-)

    :33157