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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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    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install/update/patch issues (and it might have side-effects even if used correctly - that's why msicuu2.exe has been withdrawn).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
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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
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