Sophos Anti-Virus Installation Stops: no error message occurs.

  • Article ID: 114007
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  • 3 customers rated this article 1.3 out of 6
  • Updated: 11 Mar 2013

Issue

When running the installation of Sophos Anti-Virus the install wizard fails to complete. 

There is no error message and the install stops progressing and appears to freeze. There is no event in the event logs and no pop-ups to indicate a problem has occurred other than the progression bar has stopped moving.

Technical Information

Navigate to the Sophos Anti-Virus install log (default location: C:\Windows\Temp), scroll to the bottom of the log file and the following error message is seen.

MSI (s) (94:F4) [16:16:52:918]: Executing op: ActionStart(Name=InstallDriverFilesXP,,)
MSI (s) (94:F4) [16:16:52:918]: Executing op: CustomActionSchedule(Action=InstallDriverFilesXP,ActionType=1058,Source=C:\WINDOWS\system32\,Target=RUNDLL32.EXE SETUPAPI.DLL,InstallHinfSection DefaultInstall 132 C:\Program Files\Sophos\AutoUpdate\cache\savxp\WinXP_i386\SAVONACCESSDRIV.INF,)

---End of File ---

This shows that the driver install has been started but no return message has occurred.

To now determine what has occurred during the driver installation access the Windows driver install log. Driver install log is the setupapi.log (default location C:\Windows), open this log and scroll to the last error in the log, the following error may occur:

 [2011/08/04 16:16:52 472.1]
#-199 Executing "C:\WINDOWS\system32\RUNDLL32.EXE" with command line: RUNDLL32.EXE SETUPAPI.DLL,InstallHinfSection DefaultInstall 132 C:\Program Files\Sophos\AutoUpdate\cache\savxp\WinXP_i386\SAVONACCESSDRIV.INF
#-011 Installing section [DefaultInstall] from "C:\Program Files\Sophos\AutoUpdate\cache\savxp\WinXP_i386\SAVONACCESSDRIV.INF".
#-035 Processing service Add/Delete section [DefaultInstall.Services].
#E280 Add Service: Failed to get configuration of service "SAVOnAccessFilter". Error 2: The system cannot find the file specified.
#E033 Error 2: The system cannot find the file specified.
#E275 Error while installing services. Error 2: The system cannot find the file specified.

Cause

The cause of this issue is that the savonaccess driver is still loaded from a previous installation of Sophos Anti-Virus and the endpoint has not been rebooted since the last uninstall of Sophos Anti-Virus.

Known to apply to the following Sophos product(s) and version(s)
SAV for Windows 2000+

What To Do

  1. Reboot the endpoint to unload the SAVONACCESS driver, once completed the reinstall of Sophos should complete successfully.
  2. If the reinstallation still fails to complete, contact Sophos Technical Support using the link at the bottom of this article..

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

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