Installation of Sophos Encryption Agent fails

  • Article ID: 116989
  • Updated: 25 Nov 2013

Issue

In the Enterprise Console, after protecting an endpoint computer with the Sophos Encryption Agent, the following error is seen:

Encryption installation failed

0000005d Installation of Sophos Encryption Agent failed because Sophos AutoUpdate (SAU) is out of date. Update Sophos Endpoint Security and Control (which includes SAU) and try again.

If running Setup.exe locally on the endpoint computer the following is seen:

Installation failed.

You cannot installed the encryption agent because Sophos AutoUpdate (SAU) is out of date.  Update Sophos Endpoint Security and Control (which includes SAU) and try again.

The BootLog.txt log (see Technical Information below) shows:

This version of SAU is not acceptable.
Detection of SAU finished.

Bootstrap failed, SAU version incompatible.

First seen in

Enterprise Console 5.1.0

Cause

When Setup.exe is run it checks a compatible version of SAU is installed, otherwise it prevents the installation.  The Sophos Encryption Agent can only be installed on a computer that has SAU v2.6.0 (or higher) installed.

This issue has been reported in an upgrade scenario: The console has been upgraded to version 5.1 and has the ability to deploy the encryption agent but the endpoint computer has endpoint security v9 installed.

What To Do

To install the Sophos Encryption Agent you must first upgrade the endpoint computer(s) to Sophos Endpoint Security and Control v10, which includes the later version of Sophos AutoUpdate.  After the upgrade has completed you can install the encryption agent (locally or with the console).

Upgrading to endpoint v10 may involve:

  • Changing the computer's central updating policy to a distribution folder containing v10.
  • Moving the computer to another group in the console with a different updating policy.
  • If you have not yet downloaded v10: Changing your Sophos Update Manager's (SUM) subscription to download v10.

For more information see the console help documentation.

Technical Information

The BootLog.txt file is located in: C:\Documents and Settings\All Users\Application Data\Sophos\Sophos SafeGuard Installers\staging\

The extract below of the BootLog.txt file shows an example of the search and detection of SAU.

Looking for SAU...
Found a product - {15C418EB-7675-42be-B2B3-281952DA014D}
DisplayVersion = 2.5.7
Setting this as the latest version found.
MsiEnumRelatedProducts returned: 259
No more products found.
Latest version found: 2.5.7.Base version required: 2.6.0.
This version of SAU is not acceptable.
Detection of SAU finished.

Bootstrap failed, SAU version incompatible.

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

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