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Error 3335 updating the Panda Cloud Office Protection signature file

Information applies to:

Products
Panda Cloud Office Protection
Panda Cloud Office Protection Advanced

Symptoms

Error 3335 occurs updating the Panda Cloud Office Protection signature file, during the protection installation process.

Cause

The WalUpd.ini configuration file is incomplete. The URL_WEB_GUID entry in the GENERAL section of file %ProgramFiles%\Panda Security\WaAgent\WalUpd\WALUpd.ini cannot be read.

Solution

  1. Uninstall the agent using the Add or Remove Programs option.

    NOTE: You don’t need to uninstall the protection.
  2. Download and install the installer again from the Panda Cloud Office Protection console.The program will be automatically installed and will detect if the protection is installed or not or whether it needs updating.

Elements to check

Check whether the WALUpd.ini configuration file exists in the relevant folder. To do this, follow the steps below:

  1. Go to %ProgramFiles%\Panda Security\WaAgent\WalUpd\WalUpd
  2. Make sure the WALUpd.ini file exists in that directory.
  3. Open the WalUpd.ini file and check it includes an entry similar to  http://enterprise.updates.pandasoftware.com/updates_ent/lastupdate_XX.html

If you do not find the WALUpg.ini file, copy the WalUpd.ini file from another computer to the directory %ProgramFiles%\Panda Security\WaAgent\WalUpd.

 

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 the WalUpg.ini configuration file to Panda for analysis.

This file is in %ProgramFiles%\Panda Security\WaAgent\WalUpd folder.

 

Help nº- 20120613 503335 EN
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