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Help for uninstall/install problem (can't install anymore)

zippo

Hi, I am a user of Sophos antivirus.
I had Sophos 9.5 and I wanted to uninstall it and to install Sophos 9.7 on my laptop with Vista (32).
BUT I DID A MISTAKE! I uninstalled Sophos antivirus BEFORE Sophos Autoupdate. Then I could't uninstall the autoupdate anymore. I tried install/uninstall with errors. At the end I discovered a post in this forum where it was said to use a Microsoft uninstall utility (mscuu2).With this utility I uninstalled the Sophos Autoupdate. Then i found another post here about how to manually uninstall Sophos. I did everithing and I manually deleted directories and registry keys.

Then I was believing that everithing was solved. But it was not. Sophos antivirus can be installed, but autoupdate not.

Please give me a suggestion.

Maybe do you have a tool to make a very clean uninstall in order I can try it?

I have no idea on how to go on.

Thank you in advance

:18925


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  • 0

    Hello zippo,

    (not second-guessing Sandy who has already answered while I was writing this)

    the horse is already out of the barn but apart from not abiding by the recommended order there are, IMO,  some more serious mistakes.

    As Sophos is not licensed to individuals but only to organizations it is expected that the licencees instruct and support their users. Furthermore the licence states that a site is responsible for the distribution of Updates and Upgrades. Thus an Upgrade is usually performed by the site making it available to its users.

    It should therefore not be necessary to manually install an Upgrade from whatever source (you did not say where you installed from). Moreover an Upgrade does not require the previous version to be uninstalled - on the contrary, as otherwise some settings will be lost.

    Even if you uninstall AV first this should normally not cause an AU uninstall to fail but I've seen a very few cases (and I've used msicuu2 to remedy the issues). Note that msicuu2 does not uninstall, it removes the installer information so that a product appears to be absent - I deliberately do not say only removes as then your system's state diverges from the installer information and you are supposed to reinstall the product immediately after using msicuu2 . Failing to do so can make things worse (that's probably one of the reasons msicuu2 has been withdrawn). 

    Sophos antivirus can be installed, but autoupdate not

    Again - what package did you use? Guess it is the standalone installer.

    Anyway - some general advice likely won't help you and it'd be better to determine the reason for the failed AutoUpdate install. The logs are probably in your user's temp directory.

    Christian 

    :18941
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  • 0

    Hello zippo,

    (not second-guessing Sandy who has already answered while I was writing this)

    the horse is already out of the barn but apart from not abiding by the recommended order there are, IMO,  some more serious mistakes.

    As Sophos is not licensed to individuals but only to organizations it is expected that the licencees instruct and support their users. Furthermore the licence states that a site is responsible for the distribution of Updates and Upgrades. Thus an Upgrade is usually performed by the site making it available to its users.

    It should therefore not be necessary to manually install an Upgrade from whatever source (you did not say where you installed from). Moreover an Upgrade does not require the previous version to be uninstalled - on the contrary, as otherwise some settings will be lost.

    Even if you uninstall AV first this should normally not cause an AU uninstall to fail but I've seen a very few cases (and I've used msicuu2 to remedy the issues). Note that msicuu2 does not uninstall, it removes the installer information so that a product appears to be absent - I deliberately do not say only removes as then your system's state diverges from the installer information and you are supposed to reinstall the product immediately after using msicuu2 . Failing to do so can make things worse (that's probably one of the reasons msicuu2 has been withdrawn). 

    Sophos antivirus can be installed, but autoupdate not

    Again - what package did you use? Guess it is the standalone installer.

    Anyway - some general advice likely won't help you and it'd be better to determine the reason for the failed AutoUpdate install. The logs are probably in your user's temp directory.

    Christian 

    :18941
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