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Sophos Anti-Virus 10 - Will not install - Unexpected product state 1 for product

AdamRoss

I have a Windows 2003 Server that will not install Sophos Antivirus - 9 or 10 Client. It was running a successful Enterprise Console but it wouldnt install Sophos AV manually or by push from the console.

I have looked in these forums and a intensive google search and only found one reference to Unexpected product state 1 for product with code {034759DA-E21A-4795-BFB3-C66D17FAD183} but it had no solution.

I have removed everything off the Server including Enterprise console and have used an Sophos Removal Cleanup Utility. Now if I try to install either the Sophos Anti Virus 9 or 10 Client (Just to get some protection on) it immediatelty throws up the above error. Below is whats in the log file.

08/05/2012,10:09:54,Information,------------------ Beginning installation of Sophos Anti-Virus and AutoUpdate ------------------,
08/05/2012,10:09:54,Information,Setup version 2.5.3.223,
08/05/2012,10:09:54,Information,Setup program was run from C:\escw_97_sa,
08/05/2012,10:09:54,Information,Checking that the operating system is supported and selecting the version of Sophos Endpoint Security and Control to install...,
08/05/2012,10:09:54,Information,Checking that Internet Explorer is installed and it is a recent version...,
08/05/2012,10:09:54,Information,Checking if Sophos Anti-Virus for XP or Sophos AutoUpdate are installed...,
08/05/2012,10:09:54,ERROR,There was an unexpected problem with the installation of Sophos Endpoint Security and Control. Details: Unexpected product state 1 for product with code {034759DA-E21A-4795-BFB3-C66D17FAD183},
08/05/2012,10:10:00,Information,------------------ Installation program finishing ------------------,

Any help would be appreciated - Windows Server 2003 R2 SP2

:24609


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  • 0

    Hi AdamRoss

    I would recommend contacting support.

    It is likely that the GUID already exists in the registry and you can search for {034759DA-E21A-4795-BFB3-C66D17FAD183} , however before deleting anything in there make sure you export as a backup and if unsure contact Technical Support.

    Cheers

    :24619
  • 0

    Hello AdamRoss,

    this might be a code from a legacy version. If you don't have a more detailed log please search for the string in the registry - might ring a bell. Otherwise please post what you've found.

    Christian

    :24625
  • 0

    Ive eventually found v6.5 and v7.0 installers.

    I installed v6.5 standalone - Still had the error when trying to install 9.0, 9.5 or 10.0 standalone.

    I installed v7.0 standalone over the top of v6.5 and I now get a different error message but thats probably down to the server needing a reboot. As its a production server I will reboot it later.

    I think the issue goes back to a previous tech stripping out Sophos ages ago, I have only just taken over supporting this server and I found Enterprise Console running fine but no Anti Virus. I will update the thread once the server has rebooted.

    Thanks for the messages.

    :24635
  • 0

    Hello Adam,

    guess installing over 7.0 also won't work. Best option is IMO to uninstall whichever version is now on (just AutoUpdate and AV), reboot and the try installing version 10.0.

    HTH

    Christian

    :24637
  • 0

    Installing version 7 and rebooting cured the issue. I was able to install version 10 without any hassle afterwards. I have since installed Enterprise console too.

    It looks like Product ID {034759DA-E21A-4795-BFB3-C66D17FAD183} is Sophos 7 and the previous administrator must of removed it without using the uninstaller.

    Thanks.

    :24705