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Error 00000057 Installation of Sohos Encryption Agent failed.

JTHoB

Hey everyone,

I had an issue with my enterprise console the other day, where it wouln't let me install the disc encryption remotely. So i tried to install it manually, which didn't work either. After getting my initial problem fixed by the sophos support team I now installed the encryption on all of my machines except for one. The PC I installed the encryption on manually always gives me the above mentioned error. even though i uninstalled all sophos products from it. 

Any ideas what i can do to fix this?

thanks in advance

:28491


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  • 0

    Hello JTHoB,

    I remember I've encountered this error when Bitlocker was enabled ...

    Christian

    :28493
  • 0

    Hello JTHoB,

    hm, was just a guess. even though i uninstalled all sophos products from it - thought it'd need RMS first? Anyway, the log(s) should have some detail on the error. Dunno where they are located in the final release, during the Beta they were in %ProgramData%\Sophos\Sophos SafeGuard Installers\InstallCache\, start with BootLog.txt (in case there's more than one).

    Christian

    :28497
  • 0

    Hmm, couldnt find the logs you are talking about anywhere. 

    any other ideas as of why I cant install the encryption remotly? 

    Thanks in advance

    :29109
  • 0

    Hello JTHoB,

    so remotely installing Endpoint was successful? Which OS is running on the client? 

    Christian

    :29111
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    antivirus installed just fine, its just this one machine, where i tried installing encryption manually the first time around, which now gives me the error... all other machines on my network worked like a charm...

    OS is windows 7 64bit (all updates installed)

    :29115
  • 0

    Hm, maybe there is a useful hint in the Event Viewer for the Task Scheduler (Application and Services Logs->Microsoft->Windows->Task Scheduler)


    Christian

    :29117
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    Any update on this issue?  I'm running into a similar problem where the encryption didn't fully install the first time, now it continues to fail with the 00000057 error on all subsequent attempts. 

    :34231
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    Hello RMF_IT_Dept,

    tried to recollect the details of a similar problem. IIRC the Sophos_InstTask remained on the client after the failed install. Whenever a reprotect was started from the console the client immediately returned an error (obviously from a the previous failed run). Please check if you can find the task in the task scheduler library (if it's there and history is enabled the failed run should be on the list) - and if so, delete it. I think that's what I did and afterwards the install succeeded.   

    Christian

    :34257
  • 0

    Thanks for the response Christian.  I checked for remnants of that task but it wasn't there and the events stated that it had run successfully.  That put me on the right path however because I did discover a failed .msiInstaller (event 10005) event in the Windows Application Log through Event Viewer.  This stated that: 

    "A Sophos SafeGuard policy cache has been found in: 'C:\ProgramData\Utimaco\SafeGuard Enterprise\LocalCache' but no installed SafeGuard product.  Probaby this are remains of an uncomplete deinstallation. Please clean your system before you continue."

    An uninstall doesn't remove that 'Utimaco' folder and I wouldn't have found that on my own because there's also a 'Sophos' folder in 'ProgramData' (which is where the manual install files are btw).  I would have never known that 'Utimaco' was associated with Sophos at all.  So, I took a shot and simply deleted the entire 'Utimaco' folder, restarted, then tried to push the Sophos Encryption from the Enterprise Console and IT WORKED!!

    Thanks again for the response, hopefully this helps someone else down the line as well.

    :34273