Error 2119 installing Panda Cloud Office Protection

Information applies to:

Symptom

Error 2119 installing Panda Cloud Office Protection.

Cause

This error occurs because, during the process of uninstalling an incompatible product -which is necessary to install Panda Cloud Office Protection- the computer must be restarted but the user has not allowed this.

Solution

Firstly, restart the computer and check that when the PCOP installation resumes, the incompatible product has been successfully uninstalled and then, that the PCOP protection has been installed correctly.

If the error occurs again, check the status of the incompatible protection and try to uninstall it manually through Add/Remove programs. Once it has been removed correctly, restart the computer. This way, the process of installing Panda Cloud Office Protection will resume, and as the protection that was causing the problem is no longer there, now check that the installation process is completed correctly.

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

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