|Error code ||Message displayed ||Explanation of message ||What do I do? |
|3000 ||Could not remove an existing version of <the software> ||If Sophos AutoUpdate detects an existing installation of Remote Update, it automatically attempts to remove it. |
This error occurs when AutoUpdate is unable to remove Remote Update.
Do one of the following
- See knowledgebase article 32241
- Use Windows add/remove programs to remove the existing version of Remote Update. Then reinstall the Sophos software.
|3010 ||Sophos Anti-Virus software does not support your operating system Installation will now stop. ||You are trying to install Sophos AutoUpdate on an unsupported operating system. ||Ensure that your operating system meets the system requirements. |
If necessary, upgrade or apply service packs as required.
|3030 ||The autoupdating software could not be started. ||An error occurred when the Sophos AutoUpdate user interface started. ||Contact technical support. |
|3040 ||There was a problem removing the folder <foldername>. It may be removed manually. ||An error occurred while Sophos AutoUpdate was being uninstalled. It was caused by problems in trying to remove a folder. |
The name of the folder (probably a cache folder) is given in the message.
|Delete the named folder manually. |
|3050 ||An error occurred while preparing to create a user account. Contact your support personnel. [An additional message may be given] ||An error occurred while preparing to create or delete a user account. ||If you receive one of these errors, it may indicate that the security restrictions currently applied to your network are so stringent that Sophos AutoUpdate cannot create a user with the necessary permissions. |
Log on to the system as a user with full administrator rights. Check the security restrictions imposed on users, and ensure that they will allow AutoUpdate to create a user with the necessary permissions.
Additional knowledgebase articles describe how to check a Windows user account and how to check users rights.
|3051 ||An error occurred while trying to create the user account <accountname> |
Contact your support personnel.
|There was a problem creating a specified user account. The account name is given in the message. |
|3052 ||An error occurred while trying to repair the user account <accountname>. Contact your support personnel. || |
|3053 ||An error occurred while trying to set up the privileges for the user account <accountname>. Contact your support personnel. ||There was a problem granting privileges to a specified user account. The account name is given in the message. |
|3054 ||An error occurred while applying security settings to a folder. Contact your support personnel. ||There was a problem applying security settings to a folder. || |
- Go to the Windows 'Temp' folder, and check the AutoUpdate installation log. This should display details of the error and specify which file it applies to.
- Go to the specified folder on the local computer, and apply 'full control' to 'Everyone'.
|3055 ||An error occurred while preparing to delete a user account. The account will not be removed. ||More information may be given in the error message. ||Log in as a user with full administrator rights and delete the specified user account. |
If you are unable do this, contact technical support.
|3056 ||An error occurred while trying to delete the user account <accountname>. <System error> The account may need removing manually. ||There was a problem deleting a specified user account. The account name is given in the message. |
|3057 ||There was an unexpected error while attempting to create, repair or delete a user account. Contact your support personnel. ||There was a problem with a user account. You may be able to find more details in the log files. ||Refer to the knowledgebase article 22862. |
|3058 ||Could not perform initial installation of the anti-virus software. <Reason> ||When installation was finished, the software tried to download and install Sophos Anti-Virus/Remote Management System (RMS). This installation failed. || |
- Check the following logs for further information on the reason for the failure:
Sophos Anti-Virus install log.txt
Sophos RMS install log.txt
Sophos AutoUpdate install log.txt
By default these are located in: C:\WINDOWS\TEMP or C:\WINNT\TEMP (depending on your operating system.)
|3059 ||Could not save the updating settings on the computer. <Reason> || |
|Delete the named folder manually. |
|3060 ||Could not create the cache used for updating. <Reason> || |
|Check the permissions applied to the cache folder. If these are too restrictive, they can prevent cache creation. Adjust them if necessary. For information on how to do this refer to the documentation that applies to your networking software. |
|3061 ||Could not set default updating settings. <Reason> ||During installation configuration files failed to be copied. ||Check the configuration files. These are in the folder |
C:\Program Files\AutoUpdate\Cache\ Savxp\CommonAppData\Sophos\Sophos Anti-Virus\config
This folder should contain six .xml files.
If these are not all present:
- Go to the EM Library console and delete the CID listed for that package.
- On the local computer, browse to the CID and remove the folder.
- In EM Library console, run the Add/configure CID wizard for that package.
|25000 || |
|Sophos Remote Update was found on a Windows 95/98/Me computer. |
Remote Update cannot be automatically upgraded on these operating system, so the installation was stopped.
- Use Windows add/remove programs to remove Remote Update from the Windows 95/98/Me computer.
- Re-run the Sophos installation program.
|25001 || |
|A more recent version of Sophos AutoUpdate was found than the one you are trying to install. ||No further action is required. |
|25005 || |
|Sophos AutoUpdate was attempting to install on Windows 95/98/Me, but the required version of Internet Explorer was not found. Therefore the installation was stopped. || |
Upgrade Internet Explorer to the version/service pack required by the Sophos software.
|25006 || |
|Sophos AutoUpdate was attempting to install on Windows NT/2000, but the required version of Internet Explorer was not found. Therefore the installation was stopped. |
|25010 ||An error occurred while running the custom action <Name/Reason> Contact your support personnel. ||Part of your customized configuration failed during installation. |
The error message specifies which aspect/component of the configuration failed.
|Contact technical support |
|An error occurred while running the custom action 'MoveFolders'. Contact your support personnel. |
|The Windows Indexing Service has locked the cache folder used for updating Sophos. |
|See Endpoint Security and Control: installation fails or updates are failing. |
|25011 ||Sophos AutoUpdate could not read updating settings from <location>. Click 'Ok' to continue installation. <Reason> ||There was a problem configuring Sophos AutoUpdate using sauconf.xml. This error does not stop installation, it is just reported and installation continues. ||If you receive this error message, check the file sauconf.xml and if necessary send a copy to Sophos technical support. |
Information about creating sauconf.xml files is given in another article in this knowledgebase.
|25012 ||Could not uninstall Sophos AutoUpdate because an update is in progress. |
Please wait until this has finished before trying again.
|AutoUpdate cannot be uninstalled because an update is in progress. This can happen either when AutoUpdate is being removed using Windows add/remove programs, or if the installation program is attempting to run on a workstation that already has AutoUpdate installed. ||Wait until the update has finished and try again. |