Error 2081 installing the protections in Panda Cloud Office Protection

Information applies to:

Symptoms

Error 2081 occurs installing the protections in Panda Cloud Office Protection.

Cause

This error is caused by one of the following causes:

• Infection of the computer by the Bagle virus.
• Problems on the PC with other installers, viruses, spyware.
• The installer has been corrupted by the firewall (by GateDefender or a similar protection that can eliminate a file in the .msi installer).
• The agent does not complete the installation correctly and the .msi file is launched. An error is returned on launching a second .msi file.

Checks to carry out to confirm or rule reasons out

Go to Start -> Programs and make sure there is NO other antivirus installed that can be automatically uninstalled. Check the Which programs are uninstalled automatically by Panda Cloud Office Protection? help.

• Check 1:Bagle infection
  
  Use Windows Explorer to go to the %ProgramFiles%\Panda Security\WAC folder and create a TXT called PAVSRV51.EXE.
  
  Once created, the PAVSRV51.EXE will soon disappear.
  
  The files created by the Bagle virus include:
  • srosa.sys in C:\Windows\System32\Drivers
  • wintems.exe in C:\Windows\System32
  • hidr.exe in C:\Windows\System32\Drivers
    
    The variants are downloaded to the C:\Windows\System32\Downl folder. This folder will contain numerous EXE files.
• Check 2: Problems with other installers or viruses
  
  Make sure no product installation has been launched.
  
  Carry out a full scan of your PC to check there are no viruses. You can use ActiveScan 2.0 to do so.
• Check 3: Corrupted installer
  
  Check if there is a firewall on the network, and make sure it has not blocked the total or partial download of the protection .msi installer.
  
  The installer has a name similar to “XXXXX_Panda Endpoint Protection x86.msi”
  
  By default, once the installer is downloaded, it is left on the following path:
  
  %ProgramFiles%\Panda Security\WAC\WARepository\Installer
  
  NOTE: To make sure the file downloaded is not corrupt, try the installer on another network PC. It doesn’t matter if Panda Managed Office Protection is already installed. If it is, a message will be displayed indicating the protection is already installed.
• Check 4: Error generating another msi installer
  
  If there has been a problem with the PC, check the walupg.log file, which must have another error number on a previous line, apart from error 2081.
  
  This error number is returned by default on installing a Microsoft .msi package.
  
  Further information on these error codes is available on the following Microsoft links:
  
  http://msdn.microsoft.com/en-us/library/aa372835.aspx
  http://msdn.microsoft.com/en-us/library/aa368542(VS.85).aspx
  
  These problems can be due to previous .msi package installation failures.

Solution

Apply the solution that corresponds to your case:

• Solution 1: Bagle infection
  
  Disinfect the computer. You can use ActiveScan 2.0 to do so.
• Solution 2: Problems with other installers or viruses
  
  If another product installation has been launched, cancel it.
  
  In the case of infection, disinfect the computer. You can use ActiveScan 2.0 to do so.
• Solution 3: Corrupted installer
  
  Solve the problem with your firewall and carry out the installation again.
  
  NOTE: You can also copy the installer onto another computer in which it has been correctly installed. To do so, go to %ProgramFiles%\Panda Security\WAC\WARepository\Installer
• Solution 4: Error generating another msi
  
  Contact Microsoft in order to troubleshoot problems with the msi installers.

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 is not launched, it is necessary to send the following data to Panda for analysis:

1. WalUpg log file (once the error occurs). To get this log, follow the steps below:
   1. Find the WalUpg.ini file in %Programfiles%\Panda Security\WaAgent\WalUpg
   2. Edit the file by adding the following lines:
      [LOG]
      LevelLog=200
   3. Restart the Panda Endpoint Administration Agent service.
      To reproduce the error:
      1. Double-click the protection installer named PandaCloudEndpointProtectionxXX.msi, in %ProgramFiles%\Panda Security\WAC\WARepository\Installer
      2. The log file generated, WALUPG.log, is saved in the folder %Programfiles%\Panda Security\WaAgent\WalUpg
2. Installer log. This log file is generated in %Programfiles%\Panda Security\WaAgent\WalUpg when an error occurs and is called WAC_Installer.log.

Send the collected data to the Panda Security tech support address, in order study the incident.