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Sophos Anti-Virus for Windows: error 3002 reported during installation

When installing Sophos Anti-Virus for Windows 2000+ version 5 and above or Sophos Anti-Virus for Windows NT/95/98/Me version 4.5 and above, the following error message can be reported on a workstation:

"Product: Sophos Anti-Virus -- Error 3002. There was a problem removing the older product Sophos Anti-Virus. Contact your support personnel."

This happens where the automatic removal of obsolete versions of Sophos Anti-Virus, prior to the installation of version 4.5.and above or version 5 and above, failed on a Windows computer.

Similar issues may be seen when a computer repeatedly requests a reboot during installation.

What to do

Remove the old installation of Sophos Anti-Virus manually, either using Add/Remove Programs or from a command line. You must then restart the computer.

If this does not solve the problem, you must edit the registry. First read the warning about Editing the Windows registry.

On Windows NT/2000/XP/2003 computers

  1. Remove the following registry keys:
    HKLM\Software\Sophos
    HKCU\Software\Sophos
    HKLM\System\CurrentControlSet\Services\InterCheck* (remove all entries that begin with InterCheck)
    HKLM\System\CurrentControlSet\Services\SWEEP* (remove all entries that begin with SWEEP)
    HKLM\Software\Microsoft\Windows\CurrentVersion\Uninstall\Sophos-SweepNT
  2. Under HKLM\System check all 'ControlSetXXX' entries (for example ControlSet002\Services). If you find an entry that contains 'InterCheck' or 'SWEEP' delete that entry.
  3. Reboot the computer.
  4. Delete C:\Program Files\Sophos Sweep for NT.
  5. Delete the contents of the Windows 'Temp' folder.

On Windows 95/98/Me computers

  1. Remove the following registry keys:
    HKLM\Software\Sophos
    HKCU\Software\Sophos
    HKLM\System\CurrentControlSet\Services\VxD\Sophos ICSTATIC
    HKLM\Software\Microsoft\Windows\CurrentVersion\Uninstall\Sophos-Sweep95.
  2. Reboot the computer.
  3. Delete C:\Program Files\Sophos Sweep.
  4. Delete the contents of the Windows 'Temp' folder.

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