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Error 4011 on saving a Panda Cloud Office Protection configuration policy

Information applies to:

Products
Panda Cloud Office Protection
Panda Cloud Office Protection Advanced

Symptoms

Error 4011 occurs on saving a Panda Cloud Office Protection configuration file.

Cause

One of the Panda Cloud Office Protection configuration policies could not be saved. This situation could be caused by external content filter applications damaging some of the configuration setting files (policies), such as firewalls or proxys.

Elements to check

  • Make sure the policies associated to the error are in their directory:

    WalSysCf is responsible for saving the Agent’s configuration policies (102,201,202,203,204,207) in the %ProgramFiles%\Panda Security\WaAgent\Common\Data\Cfg\WAC directory.
  • For each of the policies, the directory will include a file of the following type: {XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX}203 where X is part of the file name, and 203 indicates it refers to policy 203.

Solution

  • If the error occurs during installation, the agent must be reinstalled.

    To do so, relaunch the installer downloaded, or access the Web Console and download it again.
  • If the agent is already installed, force the WalConf process to run once the installation is completed. To do this:
  1. Access the %ProgramFiles%\Panda Security\WaAgent\WasLpMng folder from a DOS window.
  2. Run the command waplpmng walconf -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 the following data to Panda for analysis:

  1. WalSysCf log file (once the error occurs). To get it, follow the steps below:
    1. Find the WalSysCf.dat file in %Programfiles%\Panda Security\WaAgent\WalSysCf
    2. Edit the file by adding the following lines:

      [LOG]
      LevelLog=2000

    3. Restart the Panda Endpoint Administration Agent service.

      To reproduce the error:

      1. Access the %ProgramFiles%\Panda Security\WaAgent\WasLpMng folder from a DOS window
      2. Run the command waplpmng walconf –force
      The log file generated WalSysCf.log, is saved in the folder %Programfiles%\Panda Security\WaAgent\WalSysCf
  2. Full content of the %ProgramFiles%\Panda Security\WaAgent\Common\Data\Cfg\WAC folder.

Send the data previously obtained to the Panda Security tech support address for analysis.

Help nº- 20130107 504011 EN
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