Sophos Antivirus - Installation Problems

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Occasionally there are problems installing or updating Sophos Antivirus - some problems and solutions can be found here.

Contents

Sophos records Error 3000 in Window's Application log

Symptom

During the installation of Sophos Antivirus the install will fail or the install will complete but Sophos will not update, displaying the failed update icon. SAVUpdateFail.jpg

The Windows event log will log an event for Msi Installer with the following text:

Error 3000
Product: Sophos Anti-Virus -- Error 3000.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.


For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.

You may also find only the following components are installed when checking in Add/Remove Programs:

  • Sophos AutoUpdate
  • Sophos Remote Management System

The Sophos update log displays the text ERROR: The computer must be restarted.

Even following a reboot this error is still provided.

Solution

According to this Sophos Knowledgebase article there is a file that Sophos creates that tells it a reboot is required. This needs to be removed.

The Solution
  • Delete the file C:\Windows\Temp\Sophosreboottest.txt
  • Re-install Sophos Antivirus


Sophos records Error 1722 in the update log

Symptoms

Sophos will record error 1722 in the update log and also may display thefailed update icon. SAVUpdateFail.jpg The Windows Application log will show an error 11722 for MsiInstaller.

Error 1722 (11722 in Windows Application log)
Product: Sophos Remote Management System -- Error 1722.There is a problem with this Windows Installer package. A program run as part of the setup did not finish as expected. Contact your support personnel or package vendor. Action RunClientMRInitForUpgrade, location: C:\Program Files\Sophos\Remote Management System\ClientMRInit.exe, command: -update -logpath "C:\WINDOWS\TEMP\\" -filepath "C:\Program Files\Sophos\Remote Management System\\"


For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.

Solution

Reading Sophos Knowledgebase article 53739 we see that an uninstallation of Sophos doesn't remove all the Sophos related registry keys (I have been able to confirm this also). The Sophos keys should be removed.

Error 1772 - The Solution
  • Uninstall Sophos (including Sophos Remote Management System)
  • Open the registry editor (start > run > regedit)
  • Remove the following registry keys:
    • HKEY_LOCAL_MACHINE\SOFTWARE\Sophos\Messaging System
    • HKEY_LOCAL_MACHINE\SOFTWARE\Sophos\Remote Management System\CertificationIdentityKeys
  • Re-install Sophos Antivirus


It is possible to repair this problem without removing all Sophos components, to do so only uninstall the Sophos Remote Management System.

See also

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