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Error 2116 installing Panda Cloud Office Protection

Information applies to:

Products
Panda Cloud Office Protection
Panda Cloud Office Protection Advanced

Symptom

Error 2116 ocurrs installing Panda Cloud Office Protection.

Cause

The installation file has been downloaded, yet there is no information referring to the MD5 in the catalog with which to check whether the file is in adequate conditions to perform the installation.

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 Panda the following data to study the error:

  1. Complete contents of the folder:
    %Programfiles%\PandaSecurity\WaAgent\WALUPG\Data\Catalog
  2. WalUpg log file (once the error occurs). To get it, follow the steps below:

    1. Find the WalUpg.ini file in %Programfiles%\Panda Security\WaAgent\WalUpg\WalUpg
    2. Edit the file by adding the following lines:
      [LOG]
      LevelLog=2000
    3. Restart the Panda Endpoint Administration Agent service.

      To reproduce the error again, double-click the protection installer named PandaCloudEndpointProtectionxXX.msi, in %ProgramFiles%\Panda Security\WAC\WARepository\Installer

      WALUPG.log is in the folder %Programfiles%\Panda Security\WaAgent\WalUpg

Send the collected data to the Panda Security tech support address.

Help nº- 20130103 502116 EN
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