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Error messages during the installation or upgrade of Advanced EPDR/EDR products

Related Products_
  • Advanced EPDR
  • Advanced EDR
Introduction

Find below the error messages that can be found during the installation of products based on Advanced EPDR/EDR together with a brief description of their meaning.

Chart
Windows
Description Recommendation
Another installation in progress User 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 installation User must free up disk space.
Installation to be retried and carried out once there is enough space.
Windows Installer service not operative As 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 error
It is necessary to run the Generic Protection Uninstaller (DG_PANDAPROT8_XX.exe) to solve the problem.
1603; 21; XX
Error in the signature verification
Check this article (Root Certificates section).
1603; 24; XX
Unable to upgrade during restart/shutdown
Cannot update during reboot/shutdown.
The computer is restarted and when this error occurs, when the user logs in, he must click on the Restart now button to solve the generator problem.
1603; 10; XX
Incorrect uninstall password
The computer is restarted to launch the upgrade of the protection. When this error occurs, when the user logs in, he must click the Restart now button to 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 Device Control
1603; 19; XX
Detection of suspended prior execution
1603; 20; XX
The upgrade could not be performed
1603; 26; XX
A 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]
1603; 30; XX – Windows update reboot required. The computer must restart to apply Operating System KB upgrades. Afterwards, you need to restart again to apply the upgrade of the protection.

 

Linux
Description Recommendation
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.
For more information, see Installation of the client software on Linux with Secure Boot.
Unable to compile DKMS (Dynamic Kernel Module Support) (4425) Review installation log traces in file:
/usr/local/management-agent/log/install_XXXX-XX-XXXXXXXXXXXXXXXX.XXXX_install.log
Could not install a dependency required for the protection to work correctly (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. The user must review the installation requirements.
Could not install a dependency required for the protection to work correctly (4446) Review the package manager traces inside the file
/usr/local/management-agent/log/install_XXXX-XX-XXXXXXXXXXXXXXXX.XXXX_install.log
Could not install a package required for the protection to work correctly (4447) Requires to review the package manager traces inside the file
/usr/local/management-agent/log/install_XXXX-XX-XXXXXXXXXXXXXXXX.XXXX_install.log
Could not access the repository (4448) Review the communications and connectivity settings in this article.
Could not install a package required for the protection to work correctly (4449) Review the distributions and versions supported in this article.
Could not install a package required for the protection to work correctly (4450) Review the distributions and versions supported in this article.
Could not install a package required for the protection to work correctly (4451) Review the distributions and versions supported in this article.
Could not install a package required for the protection to work correctly (4452) Review the distributions and versions supported in this article.
macOS
Description Recommendation
4500 – The user must enable the required System Extension for the correct functioning of the protection Follow the instructions of this article
4501 – The user must enable the Full Disk Access for the correct functioning of the protection Follow the instructions of this article
4502 – The user must enable the required Network Extension for the correct functioning of the protection Follow the instructions of this article
4503 – Error when installing the protection on macOS 13 Ventura. The user must allow EndpointProtectionService from Login Items. Follow the instructions of this article