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Keep getting "Failed to install SAVXP: The MSI has Failed"

MarkGS

Hi All,

I seem to be having issues with a few computers.  All running WIndows 7 Pro.

I have repeatedly uninstalled Sophos, using both with the MS Fix-it and using the add/remove program, then install from the Enterprise console, then a few days later, the same error appears.  It seems to only happen on a few select computers, although all are laptops.

The CustomsAtions.log shows:

2014-08-26 12:28:38 ForceStopSAVService: ForceStopService: Stopping SAVService
2014-08-26 12:28:38 ForceStopSAVService: ForceStopService: service failed to stop, hr=0x8007041b
2014-08-26 12:28:38 ForceStopSAVService: ForceStopService: Terminating the service
2014-08-26 12:28:38 ForceStopSAVService: ForceStopService: Terminate failed, hr=0x80070005
2014-08-26 12:28:38 ForceStopSAVService: ForceStopService: Checking if service is still running
2014-08-26 12:28:38 ForceStopSAVService: ForceStopService: Service is still running
2014-08-26 12:28:38 ForceStopSAVService: LogExit already called
2014-08-26 12:28:38 ForceStopSAVService: ForceStopSAVService: Failed to stop the SAVService
2014-08-26 12:28:38 ForceStopSAVService: Action failed

the Major Install Log always shows this:

Property(S): UNINSTALLERROR = An older version of Sophos Anti-Virus has not been fully removed from your machine. Please reboot your machine before attempting to install Sophos Anti-Virus.

It seems that the update routine is not able to stop the service which then fails to install SAVXP.

I am at my wits end.  Please don't tell me to uninstall with MS Fix-it as I have done this serveral times on the same laptop and it is okay for the next few days and just comes back again.

Any ideas?

MS

:52947


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  • 0

    Hello Mark,

    don't tell me to uninstall with MS Fix-it

    I wouldn't have told you to do so as this doesn't look like a potential inconsistency in the Installer database - the Fix-It is neither a cure-all nor the first or second option to deal with install/update/patch issues (and it might have side-effects even if used correctly - that's why msicuu2.exe has been withdrawn). But this just as an aside.

    You should try to find out if the problem computers have something in common (e.g. some special software installed, a certain model). Next time this happens - and I assume the problem doesn't correct "itself" on one of the subsequent update attempts - please check whether the service is running and whether or not you are able to stop it manually.

    I have seen similar issues where the service was in a pending delete state, likely caused by some "system/registry protector" (I did not investigate).The pending delete came from a preceding update attempt and all on all subsequent updates until after the next reboot the MSI failure was reported.

    Christian   

    :52953
  • 0

    Hi Christian,

    Ok.. I think I have found the issue and a solution.  All thanks to you!!

    Apparently, when stopping the Sophos AV Service, it also asks to stop the Cisco Anyconnect VPN Client Services as well.  These laptops that have the errors seem to all run an older version of the Cisco Anyconnect VPN Client (version.2.4) as other laptops with the newer version of the VPN Client (version 3.1) does not have this issue.  I never bothered to check if I was able to manually stop the Sophos AV Services as I thought it was automatic and did not have any dependencies .  I should have checked this first... sorry about that...

    In any case, just wanted to thank you very much for your help in this.  Consider this issue resolved.  

    Thanks again!!

    Mark

    :52965