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Error message: Unable to perform the update. Generic error. Error code 2 in Panda 2013 products

Information applies to:

Products
Panda Global Protection 2013
Panda Internet Security 2013
Panda Antivirus Pro 2013
Panda Ultrabook Protection

Symptoms 

It has been detected that when updating Panda 2013 products, if Internet Explorer is configured to Work offline, updates cannot be carried out.

The program cannot connect to the updates server and returns a Generic error – Error code 2 in the updates window of the antivirus.

Solution 

For the program to correctly connect to the server and be able to perform the updates you have to uncheck this option.

To do so, open the Internet Explorer browser, click File and uncheck Work offline.

Work offline


Additional information 

To know whether the option has been correctly unchecked, make sure the following Windows Registry entries have zero value (0). Follow the steps below:

  1. Click the Windows Start icon, Run, type in regedit and click OK.
  2. Locate the following registry entries by deploying the folders:

    • HKEY_USERS\.DEFAULT\Software\Microsoft\Windows\CurrentVersion\Internet Settings
    • HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Internet Settings
  3. Select the Internet Settings entry from the panel on the left and check that the GlobalUserOffline entry is displayed on the right.

    • If there is no GlobalUserOffline entry, the Internet Explorer has not been configured to browse in offline mode (without connection).
    • If there is, check that the value in the Value column is 0x00000000 (0).
    • If the value is 0x00000000 (1), it means your Internet Explorer is still in offline mode. You must therefore double click the GlobalUserOffline entry, change the Value data field from 1 to 0 and click OK.

Help nº- 20120903 80516 EN
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