An error occurred while running the custom action 'UpdateProductInfo'

  • Article ID: 120566
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  • 3 customers rated this article 3.0 out of 6
  • Updated: 21 May 2014


In the Windows Event Log you see the following message reported:

Source: MsiInstaller
Type: Error
Category: None
Event ID: 10005

Product: Sophos AutoUpdate - Error 25010. An error occurred while running the custom action 'UpdateProductInfo'. Reason: Unable to read ProductID.dat or Migration.dat. Contact your support personnel.

First seen in

Sophos Anti-Virus for Windows 2000+


On the first update from a distribution point, AutoUpdate version 2.x does not know to download the file(s) mentioned in the error message.  As a result the 'UpdateProductInfo' custom action in the AutoUpdate 3.1 installer reports an error.

Immediately following the upgrade, AutoUpdate runs a second update: The newly installed 'Alupdate.exe' knows to download the' ProductId.dat' file from the distribution point and is able to process the file.

What To Do

This message can be safely ignored as it is expected to occur once during the upgrade.

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

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