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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?

:33101


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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
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  • 0

    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
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