Installation of Sophos Disk Encryption 5.61 on machines with SafeGuard Configuration Protection or SafeGuard PortProtector fails

  • Article ID: 117842
  • Updated: 16 Dec 2014

Issue

The installation of Sophos Disk Encryption 5.61 on machines with SafeGuard Configuration Protection or SafeGuard PortProtector fails with following error message: "SafeGuard PortProtector Client has to be installed after Sophos SafeGuard Client".
Followed by the installation error message: "Installation failed. The encryption agent could not be installed because an exception occurred. Details: Client MSI failed! MSI return code: 1603 Internal error code: 0"

First seen in

Sophos Disk Encryption 5.61.0

Cause

Due to a PortProtector pre-check, the Sophos Disk Encryption 5.61 Client cannot be installed on machines running SafeGuard PortProtector. The Client cannot be installed, if either SafeGuard PortProtector or Safend PortProtector is already installed because those products are using the same upgrade-code as SafeGuard ConfigurationProtection.

What To Do

This is a known issue that is currently under investigation by development. As a workaround, following steps can be performed to install SDE 5.61 on machines running either SafeGuard ConfigurationProtection or SafeGuard PortProtector:

1. Run RegEdit and browse to "HKEY_LOCAL_MACHINE\SOFTWARE\Classes\Installer\UpgradeCodes\"
2. Rename the registry key "59C5C89A8FA836844ACC7DEFC561DF6C" to "59C5C89A8FA836844ACC7DEFC561DF6C_" (add an underscore)
3. Run the installation of the Sophos SafeGuard Client
4. Rename the key "59C5C89A8FA836844ACC7DEFC561DF6C_" back to "59C5C89A8FA836844ACC7DEFC561DF6C"

Please note: Other versions of SafeGuard Configuration Protection or SafeGuard PortProtector might have other Installation GUIDs.

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

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