Unable to start the installer

  • Article ID: 119547
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  • 1 customers rated this article 6.0 out of 6
  • Updated: 01 Jul 2013


SAVUpdate fails to complete and lists the following error before exiting:

/opt/sophos-av/bin/savupdate -v5
Error: Unable to start the installer

Attempting to uninstall Sophos Anti-Virus produces the following error:

ImportError: No module named site

First seen in
Sophos Anti-Virus for Linux 9.0.0


This issue can be caused when a legacy version of Python from older versions of Sophos Anti-Virus has not been removed during an upgrade.

What To Do

This issue is due to be resolved in Sophos Anti-Virus 9.3.0 which is due for release in August 2013. In the interim the issue can be resolved manually simply by removing the legacy version of Python as follows:

  1. Check for the presence of multiple files call python*.zip in the following location:

    For example you may see python27.zip and python24.zip

  2. If /opt/sophos-av/engine/python24.zip exists, delete this with following command:
    rm /opt/sophos-av/engine/python24.zip

  3. Attempt an update once more:

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

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