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Error 2124 updating the protections in Panda Cloud Office Protection

Informatie van toepassing op:

Products
Panda Cloud Office Protection
Panda Cloud Office Protection Advanced

Symptom
On updating the protections in Panda Cloud Office Protection error 2124 occurs.

Cause
The update file has been downloaded but the MD5 does not coincide with the one specified in the catalog. This means the file is corrupt and cannot be used and so must be downloaded again.

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 and reproduce the error:

  1. The protection installer which has been downloaded, named PandaCloudEndpointProtectionxXX.msi, in %ProgramFiles%\Panda Security\WAC\WARepository\Installer
  2. Complete contents of the Catalog folder:
    %Programfiles% \ PandaSecurity\WaAgent\WALUPG\Data\Catalog
  3. WalUpg log file (once the error occurs). To get this data, 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, try to run the local process again. To do this:

      1. From a DOS window, go to folder %ProgramFiles%\Panda Security\WaAgent\WasLpMng
      2. Run the command waplpmng walupg –force -continue

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

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

Artikelnummer- 20130218 502124 EN
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