Troubleshooting and resolving problematic Sophos endpoint upgrade and uninstall issues

  • Article ID: 118140
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  • Updated: 25 Feb 2014

This article explains how to gather information from an endpoint computer to allow investigation of an uninstall/upgrade issue with Sophos Endpoint Security & Control and then (if required) proceed in using the Microsoft Fix-It tool to resolve the issue.

Known to apply to the following Sophos product(s) and version(s)


Sophos Endpoint Security and Control

What To Do

It is highly recommended that before using the Fix-It tool (mentioned below) the state of the endpoint computer be captured using the Sophos Diagnostic Utility (SDU). Capturing this information and forwarding to Sophos Technical Support will help us investigate the underlying issue. Once the SDU output has been generated, the Fix-It tool can help you re-install our endpoint security software so that a full uninstall can be completed.

Capturing the state of the Sophos installation on the Endpoint

  1. Download the Sophos Diagnostic Utility onto the affected Endpoint.
  2. Follow the instructions here to capture an SDU.
  3. Keep the %temp%\sdu\hostname_yyyymmdd_hhmmss_sdulog.zip so that support can investigate and troubleshoot.
  4. Use our Support Query form to submit the output file.

Important: When submitting the SDU output file, mention whether you can or cannot delay using the Fix-It tool. If you cannot delay using the Fix-It tool we will investigate the issue but with a lower priority.

Using the Microsoft Fix-It Tool

Warning:

  • The Microsoft Fix-It tool (Fix problems with programs that can't be installed or uninstalled) is not a Sophos tested or endorsed application, is it intended to help you install or uninstall an application so that you may use the software vendor’s (in this case our) own uninstall/install mechanism afterwards.
  • If used in isolation without re-installing the application, it will leave registry data, services, drivers and files intact. Any suggestion here to use this tool is made as a last resort, troubleshooting the state of a Sophos application after its usage could be limited. It is not a substitute for the supported uninstall option.
  • The tool may prompt for a restart once it has completed.
  • Do not use this tool against any Sophos management applications. For example: Sophos Enterprise Console, Sophos Update Manager or Sophos Enterprise Manager.

Usage Instructions

  1. Navigate to the following MS Fix-It tool Website: http://support.microsoft.com/mats/Program_Install_and_Uninstall
  2. Either select Run Now or 'Advanced-Download to run on a different or disconnected computer' then Download (For use on computers without internet), you will be prompted to download the Fix-It tools to a folder location.
    Note: If you receive an error running the tool, ensure that you have .NET Framework 2.0 or 3.5 installed. This tool will install Windows PowerShell as part of the process.
  3. Select ‘Detect problems and apply the fixes for me (Recommended)’.
  4. Click ‘Uninstalling’.
  5. On the 'Select the program you want to uninstall' dialogue window, select the Sophos endpoint package that is failing to upgrade/uninstall.
  6. Note: If you cannot see the problem Sophos application on the list, You will be asked to provide the product code for the Sophos application:
    • Auto-Update 2.x: {15C418EB-7675-42be-B2B3-281952DA014D}
    • Sophos Anti-Virus 9.x & 10.0.x: {9ACB414D-9347-40B6-A453-5EFB2DB59DFA}
    • Sophos Client Firewall 2.9: {12C00299-B8B4-40D3-9663-66ABEA3198AB}
    • Sophos Remote Management 3.2: {FED1005D-CBC8-45D5-A288-FFC7BB304121}
  7. Select 'Yes, try uninstall'.
  8. After an attempt to uninstall, if a failure occurs, other fixes will be applied, you can click 'View report details' in the bottom left for further information. Click Next.
  9. The last dialogue will ask for feedback, select an option and click Next, then Close.
  10. At this point you should now be able to reinstall Sophos (Services, drivers, registry and files will all still be present at this point), if a previous upgrade failed, re-protect from the Sophos Console should now be possible. If the intention is to remove Sophos from the computer, after the reinstall, uninstall as normal from Control Panel.

For details on protecting computers from Enterprise Console see the startup guide.


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

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