Could not extract the installation files. Error code: 16

  • Article ID: 119366
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  • Updated: 14 May 2013


When running the Sophos Endpoint Security and Control Extractor on an endpoint computer to be managed by a Sophos UTM you see:

Could not extract the installation files.
Please contact Technical Support. Error code: 16

In the Sophos Extract Log_[DATE][TIME].txt log (located in the user's temp folder) you see:

[DATE]T[TIME]: Begining extraction.
[DATE]T[TIME]: Reading configuration data.
[DATE]T[TIME]: Found installation code in file name.
[DATE]T[TIME]: Cannot clear output directory.
[DATE]T[TIME]: Cleaning up.
[DATE]T[TIME]: Cannot clear output directory after setup.
[DATE]T[TIME]: Finishing with code 0x00000010.

First seen in
UTM Managed Endpoint (Windows 2000+)


The sophos_bootstrap folder (in the user's temp folder) is inaccessible to the extractor.  Most likely the folder has been locked open by another process (i.e., a previous attempt to extract the installer failed to complete successfully).

What To Do

Rebooting the computer is the simplest way to unlock the folder and regain control.

If rebooting is not an option then investigation into what process is locking the folder and terminating it is required.

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

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