Diagnosing problems with updates in Endpoint Security and Control (Sophos Anti-Virus)

  • Article ID: 13079
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  • Updated: 26 Mar 2013

This article lists some of the errors that can be generated by the Sophos Anti-Virus for Windows enterprise solutions setup program (setup.exe) while it is installing Sophos AutoUpdate for the first time. This includes errors generated:

This article also describes Installation logs.

NOTE: depending on which operating system you are running, access to the Windows Control Panel and the tools it contains, may vary, as may the path to Windows folders and files.

If you are running these procedures through a graphical user interface (GUI) and an error occurs, a message will be displayed on-screen, and an entry will be written to the relevant log. If you are running these procedures from a non-GUI, for example from the command line, the error message will be sent to the log files.

Log files can be found in the Windows folder, in the 'Temp' subfolder. (Depending on which operating system you are running, this will either be C:\Windows\Temp or C:\WINNT\Temp). These logs include the Sophos AutoUpdate install log, and a number of other installation log files. Further details can be found in article 43391.

If you receive the message 'ERROR_INSTALL_FAILURE (1603)', this is a Microsoft error code, indicating an error with the Windows Installer. On the computer you are installing from, look in Administrative Tools|Event Viewer|Application for these errors, they are also saved in the log called 'Sophos AutoUpdate Install log.txt'.

Errors when installing Sophos AutoUpdate for the first time

This table lists Sophos AutoUpdate error codes, describes the type of error that will generate these, and where possible suggests how to rectify the problem. Further information about installation logs is given in the Installation logs section of this article.

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

  1. See knowledgebase article 32241
  2. 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.
  1. 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.
  2. 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:
  1. Go to the EM Library console and delete the CID listed for that package.
  2. On the local computer, browse to the CID and remove the folder.
  3. 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.
  1. Use Windows add/remove programs to remove Remote Update from the Windows 95/98/Me computer.
  2. 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.

Errors generated when Sophos AutoUpdate is installing packages

This table lists error codes generated when Sophos AutoUpdate installs the packages containing other components, including Sophos Anti-Virus and Remote Management System. It describes the type of error that will generate these messages, and where possible suggests how to rectify the problem.

Message shown in AutoUpdate log file Fuller description What do I do?
ERROR: Product installation failed: 80041f09 The Windows Installer service (MSI) or the Sophos Anti-Virus setup, has returned an error code. For packages that are installed using Windows Installer service, if you are running Windows 95/98/Me check for additional information in the 'msievent log' file, which is in the Windows Temp folder, then contact technical support. Ensure that you have a record of any additional information that you found.
ERROR: Product installation failed: 80040f02 Something is wrong with the signing of the certificate of the package. Each package must contain a file called manifest.dat which is used to verify that this package was produced by Sophos and that binary files in the package have not been altered.
A common cause of this error is an incorrect computer date (set to a year in the future or the past). The software then assumes that the signing certificate has expired, or is not yet valid.
Check that your computer date is correct.
ERROR: The computer must be restarted before this product can be installed The computer must be rebooted before this package can be installed. If Sophos Anti-Virus has been uninstalled using Windows add/remove programs', the computer must be rebooted before Sophos Anti-Virus can be installed again. Restart the computer.
ERROR: Installation could not continue for the presence of another anti-virus on this computer Another anti-virus product was found on this computer.
  1. Use Windows add/remove programs' to remove the third-party anti-virus software.
  2. Re-install the Sophos software.
ERROR: Installation could not upgrade the current version of the product This error can occur when you try to install Sophos Anti-Virus on a computer where Sophos Anti-Virus, version in maintenance, is already installed. The error is reported if the Sophos Anti-Virus, version in maintenance, cannot be removed to allow installation of Sophos Anti-Virus.
  1. Use Windows add/remove programs' to remove Sophos Anti-Virus, version in maintenance.
  2. Re-install Sophos Anti-Virus.
ERROR: Product installation failed: 80041f03 A file that is critical to the installation is missing from the package. Therefore installation fails. Under most circumstances, a non-critical file will not trigger this error.
  1. Open the EM Library console. In the left-hand pane, select 'Central Installations'.
  2. In the right-hand pane, right-click the required CID, and select 'Update CID'.
ERROR: Product installation failed: 80040f03 Setup.dll was missing from the package.

Installation logs

Sophos AutoUpdate, Remote Management System (RMS), and Sophos Anti-Virus (SAV) are installed by the Windows Installer. This creates a log in the Windows 'Temp' directory (i.e. C:\WINDOWS\temp or C:\WINNT\temp) for each component. For example, the log for RMS is called 'Sophos RMS install log.txt'. The log files created by Sophos Anti-Virus are described in article 43391.

If there is a problem installing one of these components, further information may be found in the log files described above. The event log may also contain relevant information, as errors are reported there even if an installation is silent.

Note: Each time the package installer runs, the previous log file is erased.

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