Error 1721.There is a problem with this Windows Installer package. A program required for this install to complete could not be run.

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  • Updated: 24 Feb 2014

Issue

The installation or un-installation of Sophos Anti-Virus fails with the following error:

Sophos Anti-Virus -- Error 1721.There is a problem with this Windows Installer package. A program required for this install to complete could not be run.

First seen in

Sophos Anti Virus 9.7

Cause

Files relating to Sophos Web Protection have been deleted manually or as part of a script.

N.B The filename may vary depending on the version of Sophos Anti-Virus being uninstalled, it could also error with the file swi_service.exe.

Checking the Sophos Anti Virus Install log found in the location C:\Windows\Temp will show the below error;

MSI (s) (E4:70) [10:29:12:453]: Product: Sophos Anti-Virus -- Error 1721.There is a problem with this Windows Installer package. A program required for this install to complete could not be run. Contact your support personnel or package vendor. Action: SwiService_dereg.11DACB83_28A7_4FA6_AF5B_C006E340C101, location: C:\Program Files (x86)\Sophos\Sophos Anti-Virus\Web Intelligence\, command: "C:\Program Files (x86)\Sophos\Sophos Anti-Virus\Web Intelligence\swi_service.exe" /unregisterService

or

Sophos Anti-Virus -- Error 1721.There is a problem with this Windows Installer package. A program required for this install to complete could not be run. Contact your support personnel or package vendor. Action: SwiConfig_cleanup.11DACB83_28A7_4FA6_AF5B_C006E340C101, location: C:\Program Files\Sophos\Sophos Anti-Virus\Web Intelligence\, command: "C:\Program Files\Sophos\Sophos Anti-Virus\Web Intelligence\swi_config.exe" /cleanup

If a Process Monitor is run the log will show;

msiexec.exe QueryOpen C:\Program Files\Sophos\Sophos Anti-Virus\Web Intelligence\swi_config.exe NAME NOT FOUND NT AUTHORITY\SYSTEM

What To Do

The installer is trying to run a clean up on the Sophos Web Intelligence as this does not exist on the machine the file needs to be copied to this folder location before uninstalling.

  1. Locate the file swi_config.exe or swi_service.exe file within the SophosUpdate share i.e. '\\SERVERNAME\SophosUpdate\CIDS\SXXX\SAVSCFXP\savxp\program files\Sophos\Sophos Anti-Virus\Web Intelligence'
    (Substitute SERVERNAME for the server host name that has the SophosUpdate share)
  2. Copy this file and paste it in to:
    x86: C:\Program Files\Sophos\Sophos Anti-Virus\Web Intelligence
    x64: C:\Program Files (x86)\Sophos\Sophos Anti-Virus\Web Intelligence
    (If the folder does not exist please create it and then paste the file in.)
  3. Run the uninstall again through 'Add/remove Programs' or 'Programs and Features'. 

 
If you need more information or guidance, then please contact technical support.

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