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Error messages during the installation or upgrade of products based on Aether Platform

Information applies to:

Products
Panda Adaptive Defense 360 on Aether PlatformPanda Adaptive Defense on Aether Platform
Panda Endpoint Protection on Aether PlatformPanda Endpoint Protection Plus on Aether Platform

Find below the error messages that can be found during the installation of products based on Aether Platform together with a brief description of their meaning.

DescriptionRecommendation
Another installation in progressUser intervention not required. After completing the installation in progress, the installation will be retried.
Removal of third party protections not available (AV installed)User must remove the security product installed. The information about the incompatible product can be found in the report exported from the console, from the "Installing..." screen. The associated field is Other security products.
Error upon removing third party protections (AV installed)User must remove the security product installed. The information about the incompatible product can be found in the report exported from the console, from the "Installing..." screen. The associated field is Other security products.
Not enough free space in disk to carry out the installationUser must free up disk space. Installation to be retried and carried out once there is enough space.
Windows Installer service not operativeAs stated on the Microsoft page,"the Windows Installer service could not be accessed. Contact your support personnel to verify that the Windows Installer service is properly registered".
1603; 13; XX - Generic errorIt is necessary to run the Generic Protection Uninstaller to solve the problem. Click here for more information.
1603; 21; XX - Error in the signature verificationCheck this help (Root Certificates section)
1603; 24; XX - Unable to upgrade during restart/shutdown.Cannot update during reboot/shutdown. The computer is restarted and if this error occurs, when the user logs in, he will have to click on the next window to perform a new restart and solve the generator problem

1603; 10; XX - Incorrect uninstall password

The computer is restarted to launch the upgrade of the protection. If this error occurs, when the user logs in, he will have to click the Restart now button on the following window to perform a new restart and solve the issue.

1603; 14; XX - Generic error
1603; 15; XX - Error getting configuration
1603; 17; XX - Error installing/uninstalling drivers from our FW
1603; 18; XX - Error installing/uninstalling drivers from our Device control
1603; 19; XX - Detection of suspended prior execution
1603; 20; XX - The upgrade could not be performed
1603; 26; XXA modification has been found in the computer, specifically, the execution of some product binary has been redirected to another process.
Recommendation: Check the integrity of the following registry entry with the Autoruns utility: [HKLM\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Image File Execution Options]
Unable to install the protection (4424)Run the script /usr/src/protection-agent-XX.XX.XX.XXXX-X.X.X_XXX_XXXXXXX/scripts/sb_import_key.sh as root and follow the suggested steps. Requires a reboot and user interaction with the EFI.
Unable to install the protection (4426)Requires to fix the preinstall support dependency. In case of the kernel-devel / linux-headers package, it may be necessary to upgrade/change the current kernel. If so, after reboot, the kernel module will be installed automatically.
Unable to install the protection (4447)Requires to review the package manager traces inside the file /usr/local/management-agent/log/install_XXXX-XX-XXXXXXXXXXXXXXXX.XXXX_install.log.

Help nº- 20210630 700031 EN

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