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Sophos Anti-Virus: diagnosing problems when using Sophos AutoUpdate
This article lists some of the errors that can be generated by the Sophos
This article also describes Installation logs.
NOTE: depending on which operating system you are running, access to the Windows Control Panel and the tools it contains, may vary, as may the path to Windows folders and files.
If you are running these procedures through a graphical user interface (GUI) and an error occurs, a message will be displayed on-screen, and an entry will be written to the relevant log. If you are running these procedures from a non-GUI, for example from the command line, the error message will be sent to the log files.
Log files can be found in the Windows folder, in the 'Temp' subfolder. (Depending on which operating system you are running, this will either be C:\Windows\Temp or C:\WINNT\Temp). These logs include the Sophos AutoUpdate install log, and a number of other installation log files. These are listed in two other knowledgebase articles; Sophos
If you receive the message 'ERROR_INSTALL_FAILURE (1603)', this is a Microsoft error code, indicating an error with the Windows Installer. On the computer you are installing from, look in Administrative Tools|Event Viewer|Application for these errors, they are also saved in the log called 'Sophos AutoUpdate Install log.txt'.
Errors when installing Sophos AutoUpdate for the first time
This table lists Sophos AutoUpdate error codes, describes the type of error that will generate these, and where possible suggests how to rectify the problem. Further information about installation logs is given in the Installation logs section of this article.
| Error code | Message displayed | Explanation of message | What do I do? |
|---|---|---|---|
| 3000 | Could not remove an existing version of <the software> | If Sophos AutoUpdate detects an existing installation of Remote Update, it automatically attempts to remove it. This error occurs when AutoUpdate is unable to remove Remote Update. | Do one of the following
|
| 3010 | Sophos | You are trying to install Sophos AutoUpdate on an unsupported operating system. | Ensure that your operating system meets the system requirements. If necessary, upgrade or apply service packs as required. |
| 3030 | The autoupdating software could not be started. | An error occurred when the Sophos AutoUpdate user interface started. | Contact technical support. |
| 3040 | There was a problem removing the folder <foldername>. It may be removed manually. | An error occurred while Sophos AutoUpdate was being uninstalled. It was caused by problems in trying to remove a folder. The name of the folder (probably a cache folder) is given in the message. | Delete the named folder manually. |
| 3050 | An error occurred while preparing to create a user account. Contact your support personnel. [An additional message may be given] | An error occurred while preparing to create or delete a user account. | If you receive one of these errors, it may indicate that the security restrictions currently applied to your network are so stringent that Sophos AutoUpdate cannot create a user with the necessary permissions. Log on to the system as a user with full administrator rights. Check the security restrictions imposed on users, and ensure that they will allow AutoUpdate to create a user with the necessary permissions. Additional knowledgebase articles describe how to check a Windows user account and how to check users rights. |
| 3051 | An error occurred while trying to create the user account <accountname> Contact your support personnel. | There was a problem creating a specified user account. The account name is given in the message. | |
| 3052 | An error occurred while trying to repair the user account <accountname>. Contact your support personnel. | ||
| 3053 | An error occurred while trying to set up the privileges for the user account <accountname>. Contact your support personnel. | There was a problem granting privileges to a specified user account. The account name is given in the message. | |
| 3054 | An error occurred while applying security settings to a folder. Contact your support personnel. | There was a problem applying security settings to a folder. |
|
| 3055 | An error occurred while preparing to delete a user account. The account will not be removed. | More information may be given in the error message. | Log in as a user with full administrator rights and delete the specified user account. If you are unable do this, contact technical support. |
| 3056 | An error occurred while trying to delete the user account <accountname>. <System error> The account may need removing manually. | There was a problem deleting a specified user account. The account name is given in the message. | |
| 3057 | There was an unexpected error while attempting to create, repair or delete a user account. Contact your support personnel. | There was a problem with a user account. You may be able to find more details in the log files. | Refer to the knowledgebase article 22862. |
| 3058 | Could not perform initial installation of the anti-virus software. <Reason> | When installation was finished, the software tried to download and install Sophos |
|
| 3059 | Could not save the updating settings on the computer. <Reason> | Contact technical support | |
| 3060 | Could not create the cache used for updating. <Reason> | Check the permissions applied to the cache folder. If these are too restrictive, they can prevent cache creation. Adjust them if necessary. For information on how to do this refer to the documentation that applies to your networking software. | |
| 3061 | Could not set default updating settings. <Reason> | During installation configuration files failed to be copied. | Check the configuration files. These are in the folder C:\Program Files\AutoUpdate\Cache\ Savxp\CommonAppData\Sophos\Sophos This folder should contain six .xml files. If these are not all present:
|
| 25000 | Sophos Remote Update was found on a Windows 95/98/Me computer. Remote Update cannot be automatically upgraded on these operating system, so the installation was stopped. |
| |
| 25001 | A more recent version of Sophos AutoUpdate was found than the one you are trying to install. | No further action is required. | |
| 25005 | Sophos AutoUpdate was attempting to install on Windows 95/98/Me, but the required version of Internet Explorer was not found. Therefore the installation was stopped. | Upgrade Internet Explorer to the version/service pack required by the Sophos software. | |
| 25006 | Sophos AutoUpdate was attempting to install on Windows NT/2000, but the required version of Internet Explorer was not found. Therefore the installation was stopped. | ||
| 25010 | An error occurred while running the custom action <Name/Reason> Contact your support personnel. | Part of your customized configuration failed during installation. The error message specifies which aspect/component of the configuration failed. | Contact technical support |
| 25011 | Sophos AutoUpdate could not read updating settings from <location>. Click 'Ok' to continue installation. <Reason> | There was a problem configuring Sophos AutoUpdate using sauconf.xml. This error does not stop installation, it is just reported and installation continues. | If you receive this error message, check the file sauconf.xml and if necessary send a copy to Sophos technical support. Information about creating sauconf.xml files is given in another article in this knowledgebase. |
| 25012 | Could not uninstall Sophos AutoUpdate because an update is in progress. Please wait until this has finished before trying again. | AutoUpdate cannot be uninstalled because an update is in progress. This can happen either when AutoUpdate is being removed using Windows add/remove programs, or if the installation program is attempting to run on a workstation that already has AutoUpdate installed. | Wait until the update has finished and try again. |
Errors generated when Sophos AutoUpdate is installing packages
This table lists error codes generated when Sophos AutoUpdate installs the packages containing other components, including Sophos
| Message shown in AutoUpdate log file | Fuller description | What do I do? |
|---|---|---|
| ERROR: Product installation failed: 80041f09 | The Windows Installer service (MSI) or the Sophos | For packages that are installed using Windows Installer service, if you are running Windows 95/98/Me check for additional information in the 'msievent log' file, which is in the Windows Temp folder, then contact technical support. Ensure that you have a record of any additional information that you found. |
| ERROR: Product installation failed: 80040f02 | Something is wrong with the signing of the certificate of the package. Each package must contain a file called manifest.dat which is used to verify that this package was produced by Sophos and that binary files in the package have not been altered. A common cause of this error is an incorrect computer date (set to a year in the future or the past). The software then assumes that the signing certificate has expired, or is not yet valid. | Check that your computer date is correct. |
| ERROR: The computer must be restarted before this product can be installed | The computer must be rebooted before this package can be installed. If Sophos | Restart the computer. |
| ERROR: Installation could not continue for the presence of another anti-virus on this computer | Another anti-virus product was found on this computer. |
|
| ERROR: Installation could not upgrade the current version of the product | This error can occur when you try to install Sophos |
|
| ERROR: Product installation failed: 80041f03 | A file that is critical to the installation is missing from the package. Therefore installation fails. Under most circumstances, a non-critical file will not trigger this error. |
|
| ERROR: Product installation failed: 80040f03 | Setup.dll was missing from the package. |
Installation logs
Sophos AutoUpdate, Remote Management System (RMS), and Sophos
If there is a problem installing one of these components, further information may be found in the log files described above. The event log may also contain relevant information, as errors are reported there even if an installation is silent.
Note: Each time the package installer runs, the previous log file is erased.
If you need more information or guidance, then please contact technical support.
- Article ID: 13079
- Created: 12 May 2005
- Last updated: 4 Feb 2009
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