Installation of product SAVXP failed

Hello Johanna,

I don't think that the article applies: As the log snippet just mentions AutoUpdate and SAVXP it looks like a standalone installation whereas the article is for Cloud. The details of the failure should be in the Sophos Anti-Virus [Major] Install Log_... or [Major] CustomActions Log_... s (please see Installation errors: troubleshooting installation errors using MSI logs and post the relevant part if you need assistance).

Christian

Dear Christian,

Thank you very much for your reply. However, I can't seem to find the files that you are referring to. There are no MSI logs in my temp folder, and in my Sophos folder I see no files with names like the ones you mention. I'm sorry if I'm looking in the wrong place, I don't know much about these kind of system files and where to find them...

Johanna

Hello Johanna,

the logs should be in C:\Windows\Temp\ (the detailed AutoUpdate logs are in C:\ProgramData\Sophos\AutoUpdate\Logs). If you don't have administrative rights though and/or you didn't install Sophos yourself you should contact your IT support or whoever installed Sophos.

Christian

Thanks very much again. I've attached the log file. If you'd be willing to take a look, that would be very helpful.

Hello Johanna,

this looks like you've installed a custom package provided to you by your site. AutoUpdate installed correctly, it also pulls down updates from Sophos as configured by the SAVXP install never succeeds. As you have checked the TMP variable - are you sure there are no files starting with Sophos in the C:\WINDOWS\Temp directory?

Christian

You were right - I was looking in a wrong temp directory. In the log file, I found this message:

2014-04-29 09:39:31 Info: no existing installation of Sophos Anti-Virus was found

This is strange, because I have re-installed Sophos a couple of times already by running an application called sophos10win82012.exe.

Any insights?

Thanks, Johanna

no existing installation of Sophos Anti-Virus was found

all I can say is that it is not installed at this point.

Any insights?

Well, it fails at CustomActionSchedule(Action=UninstallDriverFiles64OnUpdate ...). Perhaps the Major CustomActions log can give a hint why it fails (if I understand correctly it thinks it has to uninstall drivers which shouldn't be present though).

Christian

I think this is the Major CustionsAction file that corresponds to the log file I posted earlier. 

(Sorry to be asking for so much help, but it's just that I don't have this kind of knowledge about computers)

Hello Johanna,

that's the file, unfortunately doesn't it contain more information. My interpretation is that CheckUninstallDrivers does find some of the drivers which should only be present if SAVXP is indeed installed (if I understand you correctly you said you expect it to be there).

Why did you reinstall, and a couple of times? Does the folder C:\Program Files (x86)\Sophos\Sophos Anti-Virus exist? If so, what's in it (just and outline, not the list of files).  From the fact that this is a standalone package and the computer's name I conjecture this is "home use" (and therefore your site's support is limited).    

Christian

I reinstalled a couple of times just because sometimes that magically solves the problem...

Yes, that folder exists. It contains a number of .ddl files, a few .exe files, help files, and two folders Web Control and Web Intelligence. I can provide more detailed information if necessary.

Thanks again for all the help.