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Error 2122 updating the protection or the Panda Cloud Office Protection agent

Informações se aplicam a:

Produtos
Panda Cloud Office Protection
Panda Cloud Office Protection Advanced

Symptoms

Error 2122 occurs updating the protection or the Panda Cloud Office Protection communications agent.

Cause

The WalUpg.ini configuration file is incomplete. The URL_WEB_GUID entry in the GENERAL section of file %ProgramFiles%\Panda Security\WaAgent\WalUpg\WALUpg.ini cannot be read.

Elements to check

Check whether the WALUpg.ini configuration file exists in the relevant folder. To do this, follow the steps below:

  1. Go to %ProgramFiles%\Panda Security\WaAgent\WalUpg
  2. Make sure the WALUpg.ini file exists in that directory.
  3. Open the WALUpg.ini file and check it includes an entry similar to http://enterprise.updates.pandasoftware.com/updates_ent/lastupgrade_default_XX_X_XX.html

Solution

Copy the WALUpg.ini file from another computer to the directory %ProgramFiles%\Panda Security\WaAgent\WalUpg of the affected computer.

If problem persists:

  1. Uninstall the agent using the Add or Remove Programs option.
    NOTE: You don’t need to uninstall the protection.
  2. Download and run the installer again from the Panda Cloud Office Protection console.
  3. The program will be installed and will detect if the protection is installed or not or whether it needs updating.

Data needed to report the incident

If the issue is not solved, it is necessary to collect a series of data from the computer. This information is collected automatically by the PSInfo tool that you need to download and run following these instructions:

  1. From a computer with Internet connection, download the PSInfo2_V2.exe file into your computer and save it in your Windows Desktop.
  2. Double click the PSInfo2_V2.exe file, so that the information about hardware and software from your computer is gathered.
  3. Fill in all the requested fields.
  4. If PCOP is installed in the computer, the PCOPDIAGS application will be launched.
  5. Follow the PCOPDIAGS wizard.
  6. When the data collection finishes, a file called XXXX.psz is generated in your hard drive. Send to Panda Security this file which is located in the TEMP folder of your hard drive, by default.

In the event that for whatever reason PSInfo cannot be run, or the PCOPDIAGS application has not been released, it is necessary to collect and send the WalUpg.ini configuration file to the Panda Security Support address for analysis. This file is in %ProgramFiles%\Panda Security\WaAgent\WalUpg

Número do artigo- 20130107 502122 EN
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