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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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  • 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
  • 0

    Dear Jak and Christian,

    Sorry for not replying sooner. Today I went to see the IT manager of my college and he was not able to solve the problem. In the end we decided to uninstall Sophos and put another virus scanner onto the computer instead, which is working fine. So here it ends for Sophos.

    Thank you both so much for your help, I appreciate it very much.

    Best,

    Johanna

    :49548