Sophos Cloud installer return codes

  • Artikel-ID: 120449
  • Aktualisiert: 10 Nov 2014

The table below details a number of possible return codes from the Sophos Cloud installer ('SophosInstall.exe').  The return code for an installation can be found at the end of the 'Sophos Endpoint Bootstrap_[Timestamp].txt' log, typically in the user's temp location, i.e. %temp%.

Note: When running the installer interactively, many of the return codes result in the message in article 120448 being displayed at the end of the installation.

Applies to the following Sophos product(s) and version(s)

Sophos Cloud Managed Endpoint

Table of SophosInstall.exe return codes

At the end of the log file, each return code is preceded by the text: 'Installation program finishing with code'. 

Return code Cause and resolution
0 Cause

The Sophos Cloud installer has completed successfully.

What To Do

No action is required, the computer should show correctly in Sophos Cloud.

101 Cause

The Sophos Cloud installer has been cancelled.

What To Do

No action is required, this is expected if the installation was cancelled.

107 Cause

The Sophos Cloud installer has detected other Sophos products that will need to be removed before installation.

What To Do

See article 119726 for more information on which products need to be uninstalled.

112 Cause

The Sophos Cloud installer has been run without administrative rights.

What To Do

SophosInstall.exe requires administrative rights over the computer to install.

116 Cause

Another security product is present on the computer and the 'remove' option was not used.

What To Do

Attempt to run SophosInstall.exe with the option to remove.  

Note: See article 120613 for more information on how to run SophosInstall.exe with the necessary command line switches.

118 Cause

The Sophos Cloud installer has failed to remove a third-party application.

What To Do

See article 119619 for guidance.

120 Cause

The Sophos Cloud installer has failed to install Sophos AutoUpdate.

What To Do

There are various reasons why Sophos AutoUpdate may fail to install.  The MSI log file: '%temp%\Sophos AutoUpdate Install log.txt' should be analysed to find the exact cause for the failure.  

Tip: Searching the MSI log file for the text:

Return value 3

should help you identify a custom action that is failing and provide more details on the failure.  Failing which please supply this log to Sophos Technical Support.

121 Cause

The Sophos Cloud installer has failed to uninstall a previous installation of Sophos AutoUpdate.

What To Do

There are various reasons why Sophos AutoUpdate may fail to uninstall.  The MSI log file: '%temp%\Sophos AutoUpdate Uninstall Log.txt' should be analysed to find the exact cause for the failure.  

Tip: Searching the MSI log file for the text:

Return value 3

should help you identify a custom action that is failing and provide more details on the failure.  Failing which please supply this log to Sophos Technical Support.

As an alternative you may wish to try manually uninstalling Sophos AutoUpdate from 'Add or Remove Programs' or 'Programs and Features' as this may either; succeed if it was a transient problem or provide a more meaningful error message.  If successful, you can then attempt to run the Sophos Cloud installer again.

124 Cause

The Sophos Cloud installer has failed to install for an unknown reason.

What To Do

There are various reasons for this failure, the 'Sophos Endpoint Bootstrap_[TimeStamp].txt' log file will have a more specific error message which starts "ERROR", e.g.:

ERROR,There was an unexpected problem with the installation of Sophos Endpoint Security and Control. Details: Unexpected product state 1 for product with code {A1DC5EF8-DD20-45E8-ABBD-F529A24D477B},

In this case, there has been a failure with an MSI run by SophosInstall.exe.

The GUID '{A1DC5EF8-DD20-45E8-ABBD-F529A24D477B}' in the above case is for the product 'Sophos Management Communications System' (MCS). The MSI log for MCS should prove helpful at understanding the underlying cause, for example, the product has been removed without using the installer.

125 Cause

The installer has found registry keys with unexpected permissions.  As this will lead to problems later these have been detected by the installer.

What To Do

Using Regedit, check permissions of the following locations:

  • HKLM\SOFTWARE
  • HKLM\SOFTWARE\Classes
  • HKLM\SOFTWARE\Classes\Interface
  • HKLM\SOFTWARE\Classes\Typelib

It is recommended that you consult a working computer running the same operating system for the correct permissions on the above keys.

133 Cause

The Sophos Cloud installer has failed to remove an existing directory of Sophos Remote Management System (RMS).

What To Do

See article 119669.

134 Cause

The Sophos Cloud installer has failed to install Sophos Management Communication System (MCS).

Note: In the log file 'Sophos Endpoint Bootstrap_[TimeStamp].txt', you will also see and error such as:

ERROR,There was an unexpected problem with the installation of Sophos Endpoint Security and Control. Details: Sophos Management Communications System installation failed with error 0x643,

Where the 0x643 in the above example is the return code of the MCS MSI installer in hex, i.e. 0x643 = 1603 decimal.  Other examples, might be 0x652, which is 1618 in decimal and related to another application being installed.  

For an exhaustive list of Windows Installer return codes see the following Microsoft article:  http://msdn.microsoft.com/en-us/library/aa376931(v=vs.85).aspx.

What To Do

The MSI installation logs of the MCS package should be checked to identify an issue with the installation.  For example, the log file: 'Sophos MCS Install Log.txt' under %temp% or 'C:\windows\temp\'

Tip: Searching the MSI log file for the text:

Return value 3

should help you identify a custom action that is failing and provide more details on the failure.  

Known issues such as:

Error 1935. An error occurred during the installation of assembly 'policy.9.0.Microsoft.VC90.CRT,version="9.0.30729.6161...

May require a restart of the computer to complete the installation of the Visual C version 9 run-time.

Failing which please supply this log to Sophos Technical Support.

136 Cause

The installation has failed to register with Sophos servers within the registration period (5 minutes).

What To Do

There are various reasons why the endpoint may fail to register. E.g.
2014: The server certificate could not be checked.

The 'MCSClient.log' file should be analysed to find the exact cause for the failure.  

Tip: Searching the log file for the text:

ERROR

should help you identify the failure.  In addition to that the MCS server being accessed will also be listed, e.g.: 'https://mcs-amzn-eu-west-1-9af7.upe.p.hmr.sophos.com/sophos/management/ep', for the above example, can the Sophos certificate be obtained from this URL.

Failing which please supply this log to Sophos Technical Support.

137 Cause

The updating policy failed to arrive at the client in the expected time.  As a result Sophos AutoUpdate does not have any credentials and therefore cannot download Sophos Anti-Virus.

What To Do

There are various reasons why the endpoint may fail to obtain an updating policy in the expected time allocated by the installer. It may well be that the client goes on to obtain the updating policy after closing the installer and is then able to successfully update on the next scheduled updating check.  Evidence of the policy being received would be updating credentials being populated in the Sophos AutoUpdate configure dialog.  

In the first instance it is therefore suggested to give the installation additional time to complete.  After which the the 'MCSClient.log' file should be analysed to find the exact cause for the failure.  

Tip: Searching the log file for the text:

ERROR

should help you identify the failure be this an error message or HTTP response code.  In addition to that the MCS server being accessed will also be listed, e.g.: 'https://mcs-amzn-eu-west-1-9af7.upe.p.hmr.sophos.com/sophos/management/ep', for the above example, can the Sophos certificate be obtained from this URL.

Failing which please supply this log to Sophos Technical Support.

141 Cause

AutoUpdate has failed to update.

What To Do

For a high level error message check the Alc.log as viewable via Sophos Endpoint Security and Control by clicking on 'View updating log'.

For a more detailed log regarding the update failure, check the SophosUpdate.log which can be found under the logs directory of Sophos AutoUpdate.

  • Windows 7/8/8.1: 'C:\ProgramData\Sophos\AutoUpdate\Logs\'
  • Windows XP/2003: 'C:\Documents and Settings\All Users\Application Data\Sophos\AutoUpdate\Logs\'

Note: There are various reasons why Sophos AutoUpdate failed to update, these include:

  • No credentials or invalid credentials.
  • Errors downloading files.
  • The installation of one or more products has failed.
142 Cause

Sophos Management Communication System (MCS) has been unable to register with Sophos Cloud servers.

What To Do

There are a number of reasons for this return code and state, see article 120452 for guidance.

143 Cause

SophosInstall.exe is unable to access dci.sophosupd.com as part of a Internet connectivity check.

What To Do

Ensure that the account SophosInstall.exe is running as can access the URLs referenced in the log file Sophos Endpoint Bootstrap_[TimeStamp].txt.

E.g:  
http://dci.sophosupd.com/
https://mcs-amzn-eu-west-1-9af7.upe.p.hmr.sophos.com/sophos/management/ep

Note: if SophosInstall.exe is run as SYSTEM, in the case of GPO start-up script then ensure that the SYSTEM user has access to the Internet and any proxy information is correct.

144 Cause

A reboot is required to complete the installation.

What To Do

Reboot the computer.




 
Wenn Sie weitere Informationen oder Unterstützung benötigen, wenden Sie sich bitte an den technischen Support.

Artikel bewerten

Ungenügend Hervorragend

Anmerkungen