Error 0x00000049 when protecting an endpoint computer

  • Article ID: 40754
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  • Updated: 24 Sep 2013

Issue

After protecting an endpoint computer from the console the following is shown in the 'Install errors' column on the 'Alert and Error Details' tab of the console:

Third-party security software removal cancelled. [0x00000049]

In the computer details windows, the following is shown:

00000049 Cancelled Sophos installation and removal of third-party security software. The software being removed may include a firewall or other component that is not being replaced. Make sure the package you are installing provides equivalent protection to the package being removed.

When you run setup.exe manually on the endpoint computer you see:

Cancelled removal of third-party security software and installation of Sophos software. The software being removed may include a firewall or other component that is not being replaced. Make sure the package you are installing provides equivalent protection to the package being removed.
If you do not click 'OK', this message box will close automatically after 60 seconds.

At the bottom of the AVRemove.log the following is shown:

[DATE] [TIME] Failure: There were products detected, but some were not selected to be removed
...
...
There was a problem running the Competitor Removal tool
There were products detected, but some were not selected to be removed

First seen in

Sophos Enterprise Manager 4.7.0
Sophos Control Center 4.0.0
Enterprise Console 4.5.0

Cause

As the error suggests: you attempted to protect an endpoint computer with Sophos Anti-Virus but the Sophos Competitor Removal Tool (CRT) detected third-party security software other than just Anti-Virus.

The most common reason for this error is when you protect an endpoint computer with just Sophos Anti-Virus but the endpoint is currently installed with Anti-Virus and a software firewall from a third-party vendor.

Hence the installation was cancelled to avoid reducing the level of protection that the endpoint currently has.

What To Do

You have two options:

  • Confirm a 'suite' (i.e., something more than just Anti-Virus) is installed.  If a firewall is currently installed on the endpoint computer, and you want to installed the Sophos Client Firewall: re-protect and select the 'Firewall' component in the wizard.
  • Override the default option in the CRT to remove both the competitor Anti-Virus and the competitor firewall but only install Sophos Anti-Virus.  For further information on changing the behavior of the CRT see the 'Configuration options' section in article 117835.

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

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