Sophos Anti-Virus fails to install with error 1920

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  • Updated: 19 Nov 2013

Issue 

When installing or upgrading Sophos Anti-Virus the installation fails and error 1920 is displayed.

Note: If this error appears on a Windows Vista computer, also refer to the article 42962.

First seen in

Sophos Anti-Virus for Windows 2000+

Cause

Error 1920 is a generic Windows Service Control Start error message. It appears during Sophos Anti-Virus installation when a required resource cannot be found or accessed.

What To Do

The following troubleshooting steps guide you through the most likely reasons for the error. Follow them in order.

  1. Re-register msxml4.dll
  2. Check permissions for HKEY_CLASSES_ROOT\CLSID in the Registry Editor
  3. Check permissions for HKEY_LOCAL_MACHINE\SOFTWARE\SOPHOS in the Registry Editor
  4. Check path to msxml4.dll in the Registry Editor
  5. Check Application Data folder permissions
  6. Check permissions on Program files
  7. Check Group Policies restrictions
  8. Sophos Anti-Virus service
  9. Use Process Monitor to find the service that's failing
  10. Run the SDU and send the resulting files to Sophos

Note:

  • You will need to try running the 'Sophos Anti-Virus.msi' file after each step to see if the problem is solved. To do this, open the SAVXP folder on the installation CD or in the central installation directory (\\[servername]\SophosUpdate\CIDs\[serial number]\SAVSCFXP\SAVXP\) and double-click the Sophos Anti-Virus.msi file.
  • Once the problem causing the 1920 error has been resolved, you should manually install Sophos Anti-Virus on the affected computer using the standalone installer or by selecting Protect Computers in Enterprise Console.

A. Re-register msxml4.dll

  1. Click Start|Run and type %windir%\System32\regsvr32.exe msxml4.dll then press Enter.
  2. Double-click the Sophos Anti-Virus.msi file to see if this fixed the problem.

B. Check Registry Permissions for HKEY_CLASSES_ROOT\CLSID

  1. Please read the warning about editing the registry.
  2. Open the Registry Editor (click Start|Run and then type regedit).
  3. Navigate to HKEY_CLASSES_ROOT\CLSID.
  4. Right-click on CLSID and select 'Permissions'.
  5. Click 'Advanced' to verify that this key is inheriting permissions from its parent. If it is not, make a backup copy of the registry key and then add a check mark to the "inherit permissions from parent..." check box. Close the 'Advanced Security Settings' window.
  6. In the Permissions window, 'Group or user names list', compare the list of groups and users to the list of groups and users on a computer that successfully installed Sophos Anti-Virus. If any users are missing, add them. If any extra users are listed, delete them.
  7. Click 'OK' and close the Registry Editor.
  8. Double-click the Sophos Anti-Virus.msi file to see if this fixed the problem.

C. Check Registry Permissions for HKEY_LOCAL_MACHINE\SOFTWARE\SOPHOS

  1. Open Windows Services and stop the Sophos Anti-Virus service.
  2. Navigate to HKEY_LOCAL_MACHINE\SOFTWARE\.
  3. Right-click on SOPHOS and select 'Permissions'.
  4. In the 'Group or user names list' set the 'Everyone' Group to 'Full Control'.
  5. In the Services window, restart Sophos Anti-Virus.
  6. Double-click the Sophos Anti-Virus.msi file to see if this fixed the problem.

D. Check path to msxml4.dll in the Registry Editor

  1. Open the Registry Editor (click Start|Run and then type regedit).
  2. Navigate to HKEY_CLASSES_ROOT\CLSID\{88D969C1-F192-11D4-A65F-0040963251E5}\InProcServer32\
  3. Double-click 'Default'. It should have a value of C:\WINDOWS\system32\msxml4.dll. (or on Windows 2000: C:\WINNT\System32\msxml4.dll). If the standard path isn't listed, change it to the standard path for your operating system.
  4. Check the same entry under HKEY_CLASSES_ROOT\CLSID\{88D969C0-F192-11D4-A65F-0040963251E5}\InProcServer32\
  5. Double-click the Sophos Anti-Virus.msi file to see if this fixed the problem.

E. Check permissions in the Application Data folder

  1. Navigate to C:\Documents and Settings\All Users.
  2. Right-click the Application Data folder and select 'Properties' and then click the 'Security' tab.
  3. Ensure that the permissions are set correctly: the 'Administrators' and 'System' groups should have 'Full Control'; the 'Creator Owner' group should have 'Special Permissions'; and the 'Users' group should have 'Read & Execute', 'List Folder Contents' and 'Read' permissions.
  4. If any of the groups are missing, simply add the group and set the permissions required, then double-click the Sophos Anti-Virus.msi file to see if this fixed the problem..
    Note: These groups are local groups, so if the system in question is in a Domain, you may need to change the search location to the local computer.

F. Check permissions on Program Files folder

  1. Open Windows Explorer and open the C:\ drive
  2. Right-click on Program Files and select 'Properties' and then click the 'Security' tab.
  3. Ensure that the permissions are set correctly: the 'Administrators' and 'System' groups should have 'Full Control'; the 'Creator Owner' group should have 'Special Permissions'; and the 'Users' group should have 'Read & Execute', 'List Folder Contents' and 'Read' permissions.
  4. If any of the groups are missing, simply add the group and set the permissions required, then double-click the Sophos Anti-Virus.msi file to see if this fixed the problem.

G . Check Group Policy restrictions

If the computer is on a network, you might have a Group Policy restriction set on the system that is preventing the NT AUTHORITY\LocalService account from starting a service.

  1. Click Start|Run and type rsop.msc and press Enter. The 'Resultant Set of Policy' snap-in opens.
  2. All policies that are applied to the computer or user will be listed in the snap-in. Compare them to those on a system that successfully installed Sophos Anti-Virus.
  3. If you find an offending policy, correct it and then double-click the Sophos Anti-Virus.msi file to see if this fixed the problem.

H. Sophos Anti-Virus service

If the Sophos Anti-Virus service is listed in Windows services, changing the log on account from local service to local system may work. If the service is not there, running the Sophos Anti-Virus.msi from the share adds it :

  1. Open Windows Services by clicking 'Start', 'Run', and typing services.msc
  2. Right Click on Sophos Anti-Virus service and select Properties
  3. Click the Log On tab
  4. Select Local System
  5. Apply the changes
  6. Click re-try on the error message or try to start the service manually

I. Use Process Monitor to gather more information for Sophos Technical Support

Using Microsoft's Process Monitor, or a similar application, you can gather information to help Sophos Technical Support determine what resource the Service Control Start is failing to access during Sophos Anti-Virus installation.

Download Process Monitor from the Microsoft site:
http://technet.microsoft.com/en-us/sysinternals/bb896645

There is no need to install Process Monitor: just unzip the download file and copy the utility onto the affected computer.

  1. Ensure that the 1920 error window is displayed: double-click the Sophos Anti-Virus.msi file to run the installation program and wait for error 1920 to be displayed before continuing.
  2. Double-click the ProcMon icon to open Process Monitor.
  3. On the File menu, ensure that 'Capture All Events' is selected.
  4. On the 1920 error window, click 'Retry'.
  5. When the 1920 error re-appears, in Process Monitor, deselect 'Capture All Events'.
  6. Save the results as a .PML file and send it to Sophos Technical Support.

Click re-try on the error message or try to start the service manually

J. Run the SDU and send the resulting files to Sophos Support.

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

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