Enterprise Console: you receive an error 00000034 when you 'Protect Computers'

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  • Updated: 17 Oct 2014

Issue

When you run 'Protect computers' from the Enterprise Console you see the following error in the console, logged against the computer it applies to:

Error Code 00000034: Could not access the shared folder from which the installation program is run

First seen in

Enterprise Console 4.5.0

Cause

  • Server under heavy load
  • An update to the share by the update manager has not completed successfully
  • Updating policy incorrectly configured
  • Client cannot access the share
  • Installation problem with the client

What to do

The error may appear when the server is under a temporary heavy load.  Therefore waiting for the process causing the temporary load to complete will help.

This extra load could be because the Sophos management server has just been upgraded or a new Endpoint Security package has been downloaded centrally and new deployments to clients are underway.  If you are manually protecting a large number of clients there may be too many concurrent connections to the share and this can overload the server.  To avoid the error you should protect a smaller number of clients at a time.

If the server is not under load then please continue with the steps below.

Check the Sophos Update Manager (SUM) log viewer for problems

  1. On the SUM server open the LogViewer.exe
  2. Change the "Severity" option to "Error", click "Search" and check if there are any issues.  Troubleshoot any errors found by searching the knowledgebase for the particular error found.
  3. If there are no "Error" entries change the "Severity" to "Warning" and again check if there are any issues.

Even if there are no issues recorded it is recommended you now force an update to the SUM server.

In the Enterprise Console select Update Managers from the toolbar, right-click the update manager and select "Update Now".

Confirm the updating policy is configured correctly

  1. In the Enterprise Console  locate the updating policy for the client reporting the error.
  2. Open the policy and check:
    1. The primary (and if set secondary) address is correct1.  Copy the address and if it is (a) a UNC path paste it into the Start | Run box of the management server or (b) a HTTP address path paste it into Internet Explorer's address bar.
    2. The primary (and if set secondary) username (including domain name) is correct.  Also check the password has not recently been changed.
    3. If set the "Initial Install Source" path is correct1.  This field must contain a UNC path.  Paste the path set into the Start | Run box of the management server.

1The address path in the policy should only be entered up to and including the share name i.e. \\servername\SophosUpdate or http://servername/SophosUpdate.  The subscription applied to the particular updating policy (see the Subscription tab) will tell the client the exact sub-folder to update from.  The updating address combined with the subscription will appear locally in the client's updating policy i.e. \\servername\SophosUpdate\CIDs\S000\SAVSCFXP or http://servername/SophosUpdate/CIDs/S00/SAVSCFXP

Confirm the share permissions are correct

  1. Right-click My Computer and select "Manage" to open the Computer Management window.
  2. Expand the left-hand tree: System Tools | Shared Folders | Shares
  3. Right-click on the SophosUpdate share in the right-hand pane and select Properties.
  4. On the "Share Permissions" tab make sure the account set in the client's updating policy has access to the share.

On the client - Check the updating log

If Sophos AutoUpdate has installed (i.e. a blue Sophos shield is shown in the system tray by the clock) the ALC.log file should be checked.  The log should be accessed via the shield.

  1. Right-click the shield.
  2. Select "Configure Updating".
  3. Select the "Logging" tab.
  4. Select the button "View log file".

Check if there are any particular errors messages or error codes shown and search the knowledgebase for troubleshooting advice as required.

Confirm the client can access the share

On the client reporting the error confirm that it can access the UNC path by browsing to the path from Start | Run.  If the share opens this has confirmed the account you are currently logged onto the computer with can access the share.  You should now check the account used in the updating policy can connect to the share.

  1. Open a Windows Explorer windows (i.e. Double-click the My Computer icon on the desktop).
  2. Select Tools | Map Network Drive...
  3. Select a currently unused drive letter from the drop down list.
  4. Enter or browse to the share.
  5. Click on link in the line: "Connect using a different user name."
  6. Enter the credentials Sophos AutoUpdate is using to connect to the share (i.e. domainname\SophosUpdateMgr).

Delete the computer from the console

If there are only a few clients reporting the error then an acceptable workaround is to delete the client from the console, re-find the computer again and re-deploy.  This will resolve/ confirm if there are any DNS or networking issues.

Test installing the Sophos Anti-Virus component

For testing purposes only you can run the Sophos Anti-Virus MSI file to see if it installs correctly or produces an error message.

  1. Browse to the share on the SUM server and open the Central Installation folder.
  2. Open the "savxp" subfolder.
  3. Locate the "Sophos Anti-Virus.msi" file.
  4. Double-click the file and allow the installer to run. Note any errors or unexpected behaviour that occurs.

Further troubleshooting

If you have completed all the steps above and are still experiencing the issue please forward a Sophos Diagnostic Utility output to Sophos Technical Support from the client and the SUM server/ management server.

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

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