Sophos Anti-Virus for Windows: red Cross on the Sophos Shield and error 1722 in the AutoUpdate log
Issue
Your endpoint computer is not updating and there is a red cross on the Sophos Shield.
If you look in the AutoUpdate log, you see that RMS failed to install.
Sophos product and version
Sophos Anti-Virus for Windows 2000+
Operating system
Microsoft Windows 2000+
What to do
To confirm that this is the correct problem, check the endpoint's MRinit logs (these are usually located in the C:\Windows\Temp directory) for errors like the following:
New and old CA certificates do not match. Upgrading CA certificates is not allowed, uninstall RMS first.
Message Router identity key do not match. Upgrading to new key.
Managed Application identity key do not match. Upgrading to new key.
Management Agent identity key do not match. Upgrading to new key.
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If RMS is installed on the endpoint computer, uninstall it.
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Once RMS is uninstalled, remove the following registry keys:
HKEY_LOCAL_MACHINE\SOFTWARE\Sophos\Messaging System
HKEY_LOCAL_MACHINE\SOFTWARE\Sophos\Remote Management System\CertificationIdentityKeys
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Right-click the Sophos Shield and select Update now. RMS should now install correctly.
If you need more information or guidance, then please contact technical support.
- Article ID: 53739
- Created: 2 Mar 2009
- Last updated: 17 Jan 2011
