Error 1921 on installation or update

  • Article ID: 14285
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  • Updated: 19 Jun 2014

When you have completed an installation or update of Sophos Anti-Virus, Sophos AutoUpdate attempts to reinstall itself. It may do this multiple times. An error message similar to the following is displayed:

"Error 1921. Service Sophos AutoUpdate Service (Sophos AutoUpdate Service) could not be stopped. Verify that you have sufficient privileges to stop system services."

Additional errors may be seen in the event logs. These may resemble:

"Detection of product '{C12953C2-4F15-4A6C-91BC-511B96AE2775}',
feature 'Main', component '{5617BF49-9195-4C35-B9AD-F8D165DE25BB}' failed.

The resource 'C:\WINDOWS\WinSxS\x86_Microsoft.MSXML2R_6bd6b9abf345378f_4.1.0.0_x-ww_29c3ad6a\msxml4r.dll' does not exist."

This error may be seen on Sophos Anti-Virus for Windows NT and Sophos Anti-Virus for Windows 2000+.

What to do

Try the following steps in turn.

  1. Open a command prompt and type:

    regsvr32 msxml4.dll

    followed by 'Return'.

    Windows will display a message telling you whether or not this procedure was successful. If it was not successful, go to step 2.

  2. Open the folder C:\WINDOWS\WinSxS\x86_Microsoft.MSXML2R_6bd6b9abf345378f_4.1.0.0_x-ww_29c3ad6a\ and check to see if it contains the file Msxml4.dll If the file is not there, you must make a copy and try to paste it in to the above location.
    If you used the default settings for your installation, you will find the file Msxml4.dll in C:\Program Files\Sophos\AutoUpdate\Cache\sau\sxs.
    • If you succeed in copying the file, go back to step 1 above, and follow the instructions given there.
    • If you are unable to copy the file, go to step 3 below.
  3. Change the Windows file permissions for the file msxml4.dll.
    To do this, right-click the file, select Properties|Security and change the permissions as necessary. (For more information on setting Windows file permissions, refer to your Windows documentation.)

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

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