Sophos Anti-Virus for Windows 2000+: Sophos AutoUpdate Error 3051

  • Article ID: 36056
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  • 21 customers rated this article 1.8 out of 6
  • Updated: 14 Jan 2014

Issue
The MSI log for Sophos AutoUpdate shows the following error:

Sophos autoupdate Error 3051. an error occurred while trying to create the user account SophosSAU<computername>0. Contact your support personnel

Sophos product and version
Sophos Anti-Virus for Windows 2000+, version 6 and above.

What to do

Open Computer Management or Active Directory Users and Computers (if a domain controller) and check for the presence of the specified account.

  • If it is present,
    1. Delete the account.
    2. Check the registry permissions on the following key ensuring that administrators have full control and that this propagates to all subkeys:
      HKLM/Software/Sophos/Autoupdate. 
      HKLM/Software/Wow6432Node/Sophos/Autoupdate
    3. Run the installation again.
  • If it is not present,
    1. Allow the Sophos Anti-Virus installation to rollback
    2. Attempt to create the account manually within Computer Management or Active Directory Users and Computers.
    3. Run the installation again.

If neither of the above options work use the following article to create the service account manually 48910: Manually creating an AutoUpdate account

Finally, in some cases disabling User Access Control has been seen to help. Details on how to disable this can be found here.

Technical Information
If the account cannot be created manually, this indicates a system/environment issue that you need to resolve prior to installing Sophos Anti-Virus.

For more information on AutoUpdate errors, refer to the Knowledgebase article 13079.

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

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