Warning 25010 or Error 25010 when trying to uninstall or update the Sophos endpoint software

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  • Updated: 04 Oct 2013

Issue

Either:

  • While installing Sophos Endpoint Security and Control you see the following pop-up message on screen:
    • Warning 25010.An Error occurred while running the custom action 'MoveFolders'. Contact your support personnel.
    • Error 25010. An error occurred while running the custom action 'WaitUntilFileUnlocked'
    • Warning 25010. An error occurred while running the custom action 'Delete Folders'. Contact your support personnel.
  • The Sophos AutoUpdate trace log (ALUpdate.log) mentions:
    CIDUpdateLocation::SyncProduct: Failed to update product ([packageName]) from "[updateAddress]", Error is :CIDSYNC_E_CIDSWAPERROR (Could not swap temporary and local CID directories)

First seen in

Sophos Anti-Virus for Windows 2000+

What To Do

Restart the Computer

In many cases however a simple restart of the computer will solve the problem.

Testing Windows Search is at fault

  1. Click Start or use the Windows + R to open the Run... box.
  2. Type in the following, then click OK:
    services.msc
  3. Locate the service called Windows Search, then click the Stop icon on the top action bar.
  4. Once stopped, perform another product update or uninstall (as required).
  5. If the problem has been resolved Start the service again so as not to lose the indexing facility.

You should consider adding an Indexing exclusion to stop the issue occurring again in the future. Follow the instructions below for your operating system.

Windows Vista/2008/7

See the section 'How do I add or remove index locations?' on the following Microsoft page: Improve Windows searches using the index: frequently asked questions

The paths you need to exclude are:

  • C:\ProgramData\Sophos\AutoUpdate\Cache\
  • C:\Windows\Temp\sophos_autoupdate1.dir\

Once the exclusions are in place restart the 'Windows Search' service (Start | Run | Type: services.msc | Press return).

Windows XP/2003

  1. Open Computer Management (Start | Run | Type: compmgmt.msc | Press return).
  2. From the left-hand tree expand: 'Services and Applications' | 'Indexing Service' | System | Directories
  3. Right-click on the folder 'Directories' and select: New | Directory
  4. Enter the path: C:\Program Files\Sophos\AutoUpdate\Cache
  5. Select from under the option 'Include in Index?' 'No' and click 'OK'.
  6. Repeat steps 3 to 5 for the path: C:\Windows\Temp\sophos_autoupdate1.dir

Once the exclusions are in place restart the 'Indexing Service' (Start | Run | Type: services.msc | Press return).

Discovering other possible causes

You can use the Sysinternals tool Process Monitor (See this guide) tool. This tool can capture file and registry events which will will help indicate the process locking the files required by Sophos to uninstall/update successfully. The result column in Process Monitor will say 'ACCESS DENIED', setting a filter that contains 'AutoUpdate\Cache' should help you locate any non-Sophos processes locking the files. If one is found, you should investigate that application or seek advice from the application vendor.

This Microsoft workshop article here is very helpful in explaining some practical uses for Process Monitor with an aim to troubleshoot various scenarios like this.

 

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

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