Endpoint reports 'A runtime error occurred' Error 00000062 following deployment

  • Article ID: 44631
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  • Updated: 18 Sep 2013

Following deployment, one or more endpoints return the following error to the Sophos Console:

A runtime error occurred' Error 00000062

Upon inspection, Sophos Auto Update is installed on the endpoint, but no update occurs to download and install the other components.

Known to apply to the following Sophos product(s) and version(s)

Sophos Anti-Virus for Windows 2000+ 9.7.8
Sophos Anti-Virus for Windows 2000+ 9.5.7
Sophos Anti-Virus for Windows 2000+ 10.2.4
Sophos Anti-Virus for Windows 2000+ 10.0.10

What To Do

Endpoint Security and Control 9

Ensure the TEMP and TMP System Environment variables are setup correctly

Check the System Environment variable.

From the Windows Desktop:

  1. Right click My Computer, select properties
    • Vista and above: Click Advanced System Settings, select the Advanced tab.
    • 2000, XP, 2003: Select the Advanced tab.
  2. Click Environment Variables.
  3. Under System Variables, ensure TEMP and TMP are mapped correctly to C:\Windows\TEMP (Replace C: with your Windows system drive letter), click Edit to change the location or New to add an entry for TEMP and TMP.

Check the security permissions are set correctly.

  1. Click Start and go to Run (Shortcut: Windows Key + R).
  2. Type in the following and click OK (Replace C: with your Windows system drive letter):
    C:\Windows\
    (You may need to click Show contents when the folder opens)
  3. Locate the Temp folder, right-click and select Properties.
  4. Select the Security tab, ensure that the follow permissions are set:
    Administrators : Full Control
    System : Full Control
    • Vista and above: Click Edit and then Add, enter Administrators into the object names text box, click OK, repeat for the account System.
    • 2000, XP, 2003: Click Add, enter Administrators into the object names text box, click OK, repeat for the account System.
  5. Click OK when you have verified the security permissions are correct.

Endpoint Security and Control 10

Check the security permissions are set correctly on the Sophos AutoUpdate cache folder.

  1. Click Start and go to Run (Shortcut: Windows Key + R).
  2. Type in the following and click OK (Replace C: with your Windows system drive letter):
    • Vista and above: C:\ProgramData\Sophos\AutoUpdate\
    • 2000, XP, 2003: C:\Program Files\Sophos\AutoUpdate\
  3. Locate the Cache folder, right-click and select Properties.
  4. Select the Security tab, ensure that the follow permissions are set:
    Administrators : Full Control
    System : Full Control
    • Vista and above: Click Edit and then Add, enter Administrators into the object names text box, click OK, repeat for the account System.
    • 2000, XP, 2003: Click Add, enter Administrators into the object names text box, click OK, repeat for the account System.
  5. Click OK when you have verified the security permissions are correct.

Further Information

Sophos AutoUpdate creates a directory called sophos_autoupdate1.dir used in the updating process, if this folder cannot be created or accessed correctly then updates will fail, this will also affect new deployments. Errors like 800A0046 and 80070003 may also occur if you attempt to update via script.

The sophos_autoupdate1.dir itself can have user defined security permissions, as is the case with the Cache folder, Administrators and System require Full Control.

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

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