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Error 3373 updating the Panda Cloud Office Protection signature file

Information applies to:

Products
Panda Cloud Office Protection
Panda Cloud Office Protection Advanced

Symptom

On updating the Panda Cloud Office Protection signature file, error 3373 occurs.

Causes

The protection reports that it has failed to apply the new signature file. The reasons may be different; the downloaded signature file is correct but the protection cannot apply it.

Solution

Launch the update in any of the following ways:

  1. From the Update now option available through the bear icon in the taskbar.
  2. From a DOS window, accessing the %ProgramFiles%\Panda Security\WaAgent\WasLpMng folder and running the command waplpmng walupd -force

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 send Panda the following data to study the error:

  1. Downloaded file xxxxxxxx_pav.rar in the %programfiles%\Panda Security\WaAgent\WalUpd\Data\Files folder
  2. WalUpd log file (once the error occurs). To get it, follow the steps below:

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

      To reproduce the error, execute the local process. To do this:
      1. Go to the %ProgramFiles%\Panda Security\WaAgent\WasLpMng folder from a DOS window
      2. Run the command waplpmng walupd –force

        The file, WALUPD.log, is saved in the folder %Programfiles%\Panda Security\WaAgent\WalUpd

Send the collected data to the Panda Security Tech Support address for analysis.

Help nº- 20130107 503373 EN
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