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Installation of product SAVXP failed

Johanna

Hi all,

I have problems with Sophos: the autoupdate fails every time I restart the computer. Please see the attached screenshot for the log-file. I referred to this page (http://www.sophos.com/en-us/support/knowledgebase/9000/9100/120450.aspx) already but it looks like the tmp variable is already specified correctly (as C:\windows\temp). What should I do?

Many thanks in advance

:49372


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    Hello,

    At the point you get this error in the MSI log:

    MSI (s) (F8:48) [09:40:14:088]: Executing op: ActionStart(Name=UninstallDriverFiles64OnUpdate,,)
    MSI (s) (F8:48) [09:40:14:088]: Executing op: CustomActionSchedule(Action=UninstallDriverFiles64OnUpdate,ActionType=1058,Source=C:\WINDOWS\SysWOW64\,Target=C:\Program Files (x86)\Sophos\Sophos Anti-Virus\NATIVE.EXE /lhu "C:\Program Files (x86)\Sophos\Sophos Anti-Virus\SAVONACCESSDRIV.INF",)
    MSI (s) (F8:48) [09:40:14:089]: Note: 1: 1721 2: UninstallDriverFiles64OnUpdate 3: C:\WINDOWS\SysWOW64\ 4: C:\Program Files (x86)\Sophos\Sophos Anti-Virus\NATIVE.EXE /lhu "C:\Program Files (x86)\Sophos\Sophos Anti-Virus\SAVONACCESSDRIV.INF"
    MSI (s) (F8:48) [09:40:14:089]: Product: Sophos Anti-Virus -- Error 1721.There is a problem with this Windows Installer package. A program required for this install to complete could not be run. Contact your support personnel or package vendor. Action: UninstallDriverFiles64OnUpdate, location: C:\WINDOWS\SysWOW64\, command: C:\Program Files (x86)\Sophos\Sophos Anti-Virus\NATIVE.EXE /lhu "C:\Program Files (x86)\Sophos\Sophos Anti-Virus\SAVONACCESSDRIV.INF"

    Is there anything in these logs at this time that helps:

    C:\Windows\Inf\setupapi.dev.log

    C:\Windows\Inf\setupapi.setup.log

    Regards,

    Jak

    :49496
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  • 0

    Hello,

    At the point you get this error in the MSI log:

    MSI (s) (F8:48) [09:40:14:088]: Executing op: ActionStart(Name=UninstallDriverFiles64OnUpdate,,)
    MSI (s) (F8:48) [09:40:14:088]: Executing op: CustomActionSchedule(Action=UninstallDriverFiles64OnUpdate,ActionType=1058,Source=C:\WINDOWS\SysWOW64\,Target=C:\Program Files (x86)\Sophos\Sophos Anti-Virus\NATIVE.EXE /lhu "C:\Program Files (x86)\Sophos\Sophos Anti-Virus\SAVONACCESSDRIV.INF",)
    MSI (s) (F8:48) [09:40:14:089]: Note: 1: 1721 2: UninstallDriverFiles64OnUpdate 3: C:\WINDOWS\SysWOW64\ 4: C:\Program Files (x86)\Sophos\Sophos Anti-Virus\NATIVE.EXE /lhu "C:\Program Files (x86)\Sophos\Sophos Anti-Virus\SAVONACCESSDRIV.INF"
    MSI (s) (F8:48) [09:40:14:089]: Product: Sophos Anti-Virus -- Error 1721.There is a problem with this Windows Installer package. A program required for this install to complete could not be run. Contact your support personnel or package vendor. Action: UninstallDriverFiles64OnUpdate, location: C:\WINDOWS\SysWOW64\, command: C:\Program Files (x86)\Sophos\Sophos Anti-Virus\NATIVE.EXE /lhu "C:\Program Files (x86)\Sophos\Sophos Anti-Virus\SAVONACCESSDRIV.INF"

    Is there anything in these logs at this time that helps:

    C:\Windows\Inf\setupapi.dev.log

    C:\Windows\Inf\setupapi.setup.log

    Regards,

    Jak

    :49496
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