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Error 2118 when remotely uninstalling Panda Cloud Office Protection

Information applies to:

Products
Panda Cloud Office Protection
Panda Cloud Office Protection Advanced

Symptom

Error 2118 occurs when remotely uninstalling Panda Cloud Office Protection.

Cause

The password entered when remotely uninstalling the protection is incorrect and therefore uninstallation cannot be carried out.

Solution

Check that the password entered for remotely uninstalling the protection is correct and then try again.

If you do not remember it, you can reset the password assigned to the profile for uninstalling the protection or change it for a new one in the administration console. To do this, go to the advanced settings in the General tab of the group profile. This option is in the tab Installation and Settings.

Once you have reset or changed the password, make sure the new settings are updated on the computers in the next update, before re-launching the uninstallation Job.

If you want to force the update on the computers, you can do this by selecting Update which will appear when you right click on the bear icon in the taskbar.

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. The Integra.dat file located in the %ProgramFiles%\Panda Security\WaAgent\WasAgent folder.
  2. WalUtils log file (once the error occurs).
    To get it, follow the steps below:
    1. Find the WalUtils.ini file in %ProgramFiles%\Panda Security\WaAgent\Common. If the file does not exist, create it
    2. Edit the file and add the following lines:
      [LOG]
      LevelLog=2000
  3. 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 and add 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
  • WalUtils.log is in the folder %Programfiles%\Panda Security\ WaAgent\Common

When the incident occurs again, send the collected data to the Panda Security tech support address.

Help nº- 20130107 502118 EN
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