Re-protecting an endpoint with Sophos Encryption Agent failed with Error 00000057 'Installation of Sophos Encryption Agent failed'

  • Article ID: 117447
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  • Updated: 09 Sep 2013

Issue

When attempting to re-protect a computer (either after a failed installation attempt or on a client that is running in a good condition without any issues) from the console with full disk encryption the following error is seen: "Error 00000057 Installation of Sophos Encryption Agent failed"

First seen in

Sophos Disk Encryption 5.61.0
Enterprise Console 5.1.0

Cause

Error 00000057 will be logged if either Full disk encryption is already installed on the endpoint computer and no new version available from the central distribution folder or if leftovers from a previous failed installation attempt prevent a re-protection of the endpoint.

What To Do

In case of a failed installation of the full disk encryption component, a re-protect of the endpoint might fail in some cases with Error 00000057, due to leftovers from a previous installation attempt.

To resolve the problem, manually remove the following folders and registry keys on an affected endpoint:

on x86 based endpoints:

  • HKEY_LOCAL_MACHINE\SOFTWARE\Utimaco

  • C:\Program Files\Sophos\SafeGuard Enterprise
  • C:\ProgramData\Utimaco

on x64 based endpoints:

  • HKEY_LOCAL_MACHINE\SOFTWARE\Utimaco
  • HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Utimaco

  • C:\Program Files (x86)\Sophos\SafeGuard Enterprise
  • C:\ProgramData\Utimaco

Re-protect the machine again after referenced folders / registry hives were removed.


Please note:
Re-protecting an endpoint already installed with Sophos Full Disk Encryption with the Sophos Full Disk Encryption agent again is not possible when there is no new version available.


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

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