Troubleshooting errors 0000002b and 0000003b shown when deploying software from the console

  • Article ID: 16307
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  • Updated: 04 Nov 2013

This article provides troubleshooting steps to follow, and items to check, when error 0000003b or 0000002b is displayed in the Enterprise Console.

Note:

  • We recommended that before working through the steps in this article, you should refer to the deployment errors article, which provides a set of basic checks for you to perform in order to eliminate the most common causes of these errors. If that does not solve the problem, then return to this article and work through the troubleshooting steps listed here.
  • For full instructions on deploying Sophos endpoint software successfully, refer to the Sophos endpoint deployment guide.

Known to apply to the following Sophos product(s) and version(s)

Sophos Endpoint Security and Control
Sophos Anti-Virus for Windows 2000+

1. Check whether the Sophos_InstTask.job scheduled task has been created on the endpoint.

  1. From the management server navigate to Start | Run, type cmd.exe  then press Return.
  2. Paste in the following command and replace the <the endpoint name>, <yourDomainName> and <administratorPassword> values as required.
    schtasks /query /S <the endpoint name> /U <yourDomainName>\administrator /P <AdministratorPassword> and then press Return. 
  3. A list of the scheduled tasks will be shown. Confirm if the Sophos_InstTask.job scheduled task is listed.

    If there is no task listed for the installation:

    • Ensure the Task Scheduler service can be started on the endpoint.
    • Confirm that there are no group policy restrictions stopping a scheduled task from running.
    • Ensure the security permissions on the C:\Windows\Tasks\ folder include SYSTEM account and administrators group have full control.

    Note: If you receive an error message saying 'Access Denied' when connecting to a Windows XP or Windows 2003 endpoint, you will need to use psexec.exe (available from the Microsoft website by clicking the link in step 1) to access the endpoint, as follows:

    1. Download PsExec.
    2. Copy the PsExec.exe to the C:\
    3. Navigate to Start | Run, type cmd.exe then press Return.
    4. Navigate to C:\ within the command prompt and type: Psexec.exe \\endpointname schtasks \Query and then press Return.

2. Test to see if a scheduled task can be created on the endpoint

If you do not know whether there are restrictions on the task scheduler, test it by creating a scheduled task to open a small application like notepad.exe or the calculator program:

  1. Open a command prompt (Start | Run | cmd.exe | Press return).
  2. Paste in the following command and replace the <the endpoint name>, <yourDomainName> and <administratorPassword> values as required.
    schtasks /create /s <the endpoint name> /ru <yourDomainName>\administrator /rp <administratorPassword> /sc once /st 11:59:59 /tn "Sophos Test Task" /tr "%windir%\System32\calc.exe"
  3. This will create the "Sophos Test Task" on the endpoint, to confirm whether it has been successfully created run the following command:
    schtasks /query /S <the endpoint name> /U <yourDomainName>\administrator /P <AdministratorPassword> and then press Return.
  4. If the task has been successfully created, enter the following command to run the task:
    schtasks /Run /TN "Sophos Test Task" /S <the endpoint name> /U <yourDomainName>\administrator /P <AdministratorPassword> and then press Return.
  5. To confirm whether the task ran successfully enter:
    schtasks /query /S <the endpoint name> /U <yourDomainName>\administrator /P <AdministratorPassword> and then press Return.
  6. Within the Status column, the "Sophos Test Task" should be in a running state.

Note: If you attempted to connect to a Windows XP and Windows 2003 endpoint and used psexec from the previous steps, now do the following:

  1. Open a command prompt (Start | Run | cmd.exe | Press return).
  2. Navigate to C:\ within the command prompt and type:
    psexec.exe \\<the endpoint name> schtasks /create /ru <yourDomainName>\administrator /rp <administratorPassword> /sc once /st 11:59:59 /tn "Sophos Test Task" /tr "%windir%\System32\calc.exe"
  3. This will create the "Sophos Test Task" on the endpoint, to confirm whether it has been successfully created run the following command:
    psexec.exe \\<the endpoint name> schtasks /query /U <yourDomainName>\administrator /P <AdministratorPassword> and then press Return.
  4. If the task has been successfully created, enter the following command to run the task:
    psexec.exe \\<the endpoint name> schtasks /Run /TN "Sophos Test Task" /U <yourDomainName>\administrator /P <AdministratorPassword> and then press Return.
  5. To confirm whether the task ran successfully enter:
    psexec.exe \\<the endpoint name> schtasks /query /U <yourDomainName>\administrator /P <AdministratorPassword> and then press Return.
  6. Within the Status column, the "Sophos Test Task" should be in a running state.

Note: For more information on the Sophos_InstTask.job see article 12455

3. Check that the system clock matches the domain controller's clock

Confirm that the endpoint shares the same system clock time to it's domain controller.

4. Check whether the installation credentials you entered in the 'Protect Computers Wizard' are either incorrect or do not give administrator access to the computer over the network.

See article 15027 for more information.



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

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