Installation fails to execute the command "swi_update.exe" /update

  • Article ID: 119546
  • Updated: 03 Feb 2014
Issue

Sophos Endpoint Security and Control fails to install. The following is shown in the Sophos Anti-Virus Major Install Log_[date]_[time].txt:

MSI (s) (88:CC) [09:39:25:425]: Executing op: ActionStart(Name=SwiUpdate_install_64.11DACB83_28A7_4FA6_AF5B_C006E340C101,,)
MSI (s) (88:CC) [09:39:25:425]: Executing op: CustomActionSchedule(Action=SwiUpdate_install_64.11DACB83_28A7_4FA6_AF5B_C006E340C101,ActionType=1058,Source=C:\Program Files (x86)\Sophos\Sophos Anti-Virus\Web Intelligence\,Target="C:\Program Files (x86)\Sophos\Sophos Anti-Virus\Web Intelligence\swi_update_64.exe" /update,)
MSI (s) (88:CC) [09:39:25:493]: Note: 1: 1722 2: SwiUpdate_install_64.11DACB83_28A7_4FA6_AF5B_C006E340C101 3: C:\Program Files (x86)\Sophos\Sophos Anti-Virus\Web Intelligence\ 4: "C:\Program Files (x86)\Sophos\Sophos Anti-Virus\Web Intelligence\swi_update_64.exe" /update
CustomAction SwiUpdate_install_64.11DACB83_28A7_4FA6_AF5B_C006E340C101 returned actual error code 70 (note this may not be 100% accurate if translation happened inside sandbox)
MSI (s) (88:CC) [09:39:25:493]: Product: Sophos Anti-Virus -- Error 1722.There is a problem with this Windows Installer package. A program run as part of the setup did not finish as expected. Contact your support personnel or package vendor.  Action SwiUpdate_install_64.11DACB83_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_update_64.exe" /update
MSI (s) (88:CC) [09:39:25:562]: User policy value 'DisableRollback' is 0
MSI (s) (88:CC) [09:39:25:562]: Machine policy value 'DisableRollback' is 0
Action ended 09:39:25: InstallFinalize. Return value 3.


First seen in

Sophos Anti-Virus for Windows 2000+ 10.0.10

Cause
A previous installation of Sophos Anti-Virus has not been removed fully. The Sophos Web Intelligence service remains installed and needs to be removed before it can be re-created.

What To Do

Windows XP + Windows 2003

  1. Confirm that Sophos Anti-Virus is no longer installed on the computer by checking Add\Remove Programs* 
    1. Start | Control Panel | Add\Remove Programs
    2. Look for Sophos Anti-Virus in the list
  2. ​​Delete the Sophos Web Intelligence services
    1. Start | Run | cmd
    2. Enter the commands:
      • sc delete swi_service 
      • sc delete swi_update
  3. ​Reboot the computer​ to complete the deletion of the services
  4. Run the Sophos Anti-Virus installation again

Windows Vista and above

  1. Confirm that Sophos Anti-Virus is no longer installed on the computer by checking Programs and Features*
    1. Start | Control Panel | Programs & Features
    2. Look for Sophos Anti-Virus in the list
  2. ​​​​Delete the Sophos Web Intelligence services
    1. Click on the start button and type in cmd
    2. When command prompt shows in the search results, right click on it and choose 'run as administrator'
    3. Click 'continue' to the UAC prompt
    4. Enter the commands:
      • sc delete swi_service 
      • sc delete swi_update
      • sc delete swi_update_64
  3. ​Reboot the computer to complete the deletion of the services
  4. Run the Sophos Anti-Virus installation again

* If Sophos Anti-Virus is still installed on the computer, uninstall it, reboot the computer and reinstall from the installation package.

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

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