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FixIssues.exe fails with Error Code: 1038

rhettoro

I have some computers that are not able to be fixed using the scripts, executables, or by re-installing Sophos.

When the FixIssues.exe executible is run, the command prompt opens, then closes immediately and displays the following error:

Could not resolve the issue.

Please comtact Technical Support.  Error code: 1038

This issue occurrs on Windows XP and Windows 7 (Run as Administrator).

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I am also not able to uninstall or re-install Sophos:

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I receive the following error when I attempt to uninstall the Sophos AutoUpdate:

Sophos AutoUpdate

Warning 25010.An error occurred while running the custom action 'NoUpdateInProgress'. Contact your support personnel.

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I receive the following error when I attempt to re-install Sophos:

ALMon

Error loading external resources (0x8007007e).

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Thank you for your help!

:33165


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  • 0

    HI,

    Does it help to:

    1. Kill the processes "Alupdate.exe", "Alsvc.exe" and "Almon.exe".
    2. Stop the service "Sophos Anti-Virus". Ensure that the process "SAVService.exe" is no longer listed
    3. Run the VBS rather than the exe to get a better idea of the error: E.g.

      Download: http://downloads.sophos.com/tools/FixUpdate.zip, unpack the vbs, then run:

      cscript FixUpdate.vbs /fixIssues:true /usesophoscid:true

    Regards,

    Jak

    :33167
  • 0

    Thank you for your response and for pointing me in the right direction,

    1.  The "Alupdate.exe", "Alsvc.exe" and "Almon.exe" processes were not running.

    2.  The "Sophos Anti-Virus" service, nor the "SAVService.exe" were running.

    3.  When I ran the FixUpdate.vbs script, it indicated:

              The CID location \\server\SophosUpdate\CIDs\S000\SAVSCFXP\ does not exist or is not accessible

    I have my Sophos EC configured to require that the Sophos AutoUpdater authenticate to access the CID.  I simply logged in to the Sophos server and re-ran the script.  The script ran successfully and repaired my Sophos installation.

    Thanks again!

    :33211