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This article is intended as a quick reference for Error Codes, Messages, and Symptoms generated by Windows/UpdateEXPERT, and provides a quick summary of the likely problem, with access to more detail. Click on this page and use CTRL-F to do a string search on this page, for example "Access Denied" occurs more than once. Also, messages are grouped by when they occur, ie., during Installation, during Query etc. The links point to articles in the UpdateEXPERT Troubleshooting folder. Groupings include:
Note:
The "Minds-Eye" icon 
is used to flag items below
that denote observable behaviors or symptoms that don't necessarily produce
a clear cut error message or error number. Please contact support if you
can't find your error message, number, or issue.
SecurityEXPERT Troubleshooting Quick Reference
Support Documents for UpdateEXPERT Premium
Resolving UpdateEXPERT CPU/Processor
Hangs
Basically, stop UpdateEXPERT and kill all related processes. More (UE0538)
Unable to Launch UpdateEXPERT
Console with Local User Account
Basically, the UpdateEXPERT User must use a Machine name in the Domain
field. More (UE0540)
"Unable to Load Profile"
Indicates stale TM-GUID (Target Machine - Globally Unique IDentifier) information
needing removal. More (UE0324)
"Setup failed to connect
to database server"
The above error message indicates UpdateEXPERT's Settings Management component
did not satisfy the SA
authentication challenge from a Local SQL instance.
More (UE0523)
"A serial
number needs to be entered" displays repeatedly installing UpdateEXPERT
Premium
You may have multiple installation dialogues running at the same time.
More (UE0500)
"Unexpected
File Format"
This message typically occurs when you launch the Console program (GUI),
but the UpdateEXPERT.dat file is missing or corrupt. The
solution is to have the Console recreate the file for you. More (UE0447)
"UpdateEXPERT
has detected a mismatched version between console & master agent"
This message typically occurs when you've upgraded the Master-Agent, then
try to connect with an "older" Console program (GUI). The solution
is to upgrade the Console component on all machines that connect to the
upgraded Master-Agent. More
(UE0174)
"The Master
Agent Version is Older than the UpdateEXPERT console version"
This message typically occurs when you've upgraded the Console, then try
to connect with an "older" Master-Agent. The solution is to
upgrade the Master-Agent you are trying to connect with. More
(UE0416)
"Feature
Transfer error, Error -3 Patch Package"
This can occur when attempting an install using terminal services to run
setup. Do a local install instead. More (UE0229)
"InstallShield
Runtime Error 1607"
Kill msiexec.exe (leftover installer process) and reboot system
to clear memory. Also, if you are attempting a network install or are
using terminal services, do a local install of UpdateEXPERT instead. Sometimes
network issues prevent a network install. If that doesn't clear up the
installation issue, click More (UE0186)
to access the Installshield web site.
"The Wizard
was interrupted before UpdateEXPERT could be completely installed"
This typically indicates an abnormal termination of an installation, and
can also occur for products other than UpdateEXPERT. If this is an initial
install, it is recommended that you go to "Add/Remove Programs"
and uninstall UpdateEXPERT (if possible), and delete the product installation
directories, then locally re-install the product again. If you are in
the middle of an upgrade, contact support. More
(UE0219)
"This
application has failed to start because SXLRT306.DLL was not found"
This can occasionally occur during a 6.x upgrade to 6.3 ... see article
for workaround. More (UE0384)
"The dynamic
link library SXLRT306.DLL could not be found in the specified path"
As with the message above, this can occasionally occur during a 6.x upgrade
to 6.3 ... see article for workaround. More
(UE0386)
Why do I get
errors installing from a network drive?
Install locally if you can't install over the network. People get a variety
of errors, so just try a local install. More
(UE0015)
"Query
Performance Slow after Upgrade to UpdateEXPERT6.3"
This symptom may occur because of the TCP/IP configuration of the Master-Agent.
See article. More (UE0391)
"Unable to Update Leaf
Agent with Master Agent Info"
When installing a Leaf Agent, this could mean Leaf registration information
didn't get pushed back to the Master-Agent successfully. This is a rare
occurrence, and can be resolved with a Master-Agent and Leaf-Agent re-start.
More (UE0443)
"Access
Denied" or "Access is Denied"
When installing a Leaf Agent remotely, this could mean bad credentials
for the target machine, or a disabled share or service. More (UE0262)
"Unable
to Register Directory Browser"
Typically, this means you're launching the Agent Installer directly from
the file-system, but from the wrong location. More (UE0164)
"The task could not
continue because it was unable to download the neccessary files"
This probably means a web proxy or firewall is blocking access to URLs
needed for database downloading. More
(UE0437)
"HTTP/1.0
403 Forbidden"
Same as above. More (UE0437)
"Live
Update has no change to apply"
This means your UpdateEXPERT patch database is up-to-date, and also implies
you have the latest SecurityEXPERT security templates. More
(UE0263)
UpdateEXPERT
Database Fails to Update to Current DB version, incorrectly reporting
"Live Update found no changes to apply"
This symptom is rare, and requires some simple file manipulations to force
the database download to occur. More (UE0433)
"Unable
to request update information from St. Bernard"
This message typically means you need to set your Internet Proxy settings
to get the database from St. Bernard Software. Go to "File | Agent | Settings |
Internet Tab" and fill in
your proxy information. More (UE0137)
"Unable
to load database"
This indicates that a background database update was most likely interrupted
by a system reboot or shutdown, and the underlying filenames need fixing.
In this case, you need more detail. More (UE0210)
"Unable
to complete download application files"
You may be trying to download the database over a slow link, or suffering
from network delays.
Go to "File
| Agent | Settings | Internet Tab"
and set the timeout
value from 20 seconds to the maximum
of 2 minutes.
More (UE0196)
Trouble on
some, but not all, Consoles during Database Update?
Use "Trace Route" to see if your download issues are related
to routing problems to www.stbernard.com. More
(UE0291)
"Your
Install request failed on the following machine(s):Domain\machine name:
Machine is down"
At patch deployment time, a target machine was found to be down. More (UE0138)
"Error
reading before end of file"
Go to "File
| Agent | Settings | Intranet Tab"
and set the timeout
value to the maximum of 2 minutes
(default is 20 seconds). Sometimes network delays or a slow link prevent
a normal download. More (UE0267)
"Unable
to Create File Locally"
If you just moved your download directory to a new location, you probably
need to allow the SYSTEM
acount "full control"
access to the new location. More (UE0176)
"How do
I deal with truncated downloaded patches"
A mis-configured proxy or URL filtering appliance like iPrism can reject
patch download requests and return a bogus file, typically quite short
like 3kb. Sometimes, not often, downloaded files just get corrupted. These
corrupted files can be pushed out to targets and of course they fail to
install correctly, producing a number of patch deployment errors. More (UE0389)
Why does my
Windows Query Fail?
This symptom (query failure) has several causes related to Windows services,
permissions, or settings. More (UE0103)
"Access
Denied" or "Access is Denied" (5 decimal)
Access problems during querying are caused by the following:
Bad Default
or Alternate credentials
Netlogon service
Remote
Registry Access service
Server service (Admin and IPC shares)
File and
Print Sharing (NIC Configuration)
XP/2003
Remote Logon Policy (Guest vs.
Classic)
2003 Digitally Sign Communications Policy
(Enabled vs. Disabled)
NTLM Policy (Session Security Policy)
SYSTEM account Full Control permission to Winreg key
NT4 to XP Pro Upgrade negatively affects access to Winreg
key
UpdateEXPERT Language
setting
More (UE0103)
More (UE0135)
"Bad Network
Path"
Indicates target machine is down or un-reachable. Try "ping"
to see if you can reach machine. When "ping" succeeds try the
patch deployment again. More (UE0175) While
rare, UpdateEXPERT language settings can be the problem. More
(UE0223)
"OS
Not Supported"
Indicates ADMIN$ share doesn't exist (Server service disabled), or credentials being used
don't have ADMIN$ access rights.
More (UE0424)
"Unknown OS" (on XP SP2 systems) You may be experiencing a "master browser" issue. The master browser is the Microsoft component that populates "My Network Places" on the desktop of each computer. More (UE0446)
"Unknown
OS"
The machine is either truly unsupported (Apples "OS X" for example),
or you may have a language settings problem. More (UE0223)
"The
network path was not found" (53 decimal)
Similar to message above, target is probably down or rebooting. More (UE0311)
"Unable
to Access Registry" or "Unable to Connect to Registry"
On a Query, the problem could be:
Bad Default
or Alternate
Credentials
Remote
Registry Access service
Winreg
key access (permissions). More (UE0136)
"Error
accessing file system32\ntdll.dll" (1812 decimal)
Set the UpdateEXPERT language to U.S. English. Go to File
| Agent | Settings | Language Tab
and make U.S. English the expected language. More
(UE0276)
"Logon
failure: unknown user name or bad password" (0x0000052e hex, 1326
decimal)
This typically means the account password you are trying to use is not
valid, or that the username you are trying to use does not exist or doesn't
have admin rights. More (UE0285)
"Unknown"
status in Install Date Column of Patch Detail Pane
This is normal, and means the Microsoft patch didn't write an install date
to the registry. More (UE0198)
"Completed"
Status, but Query fails to show Green Balloon
The patch may have reported "ok" when it fact it failed, or UpdateEXPERT's
patch detection criteria may be incorrect. More
(UE0211)
Registry
Space Warning(s)
Querying and Validation of large host-counts can occasionally fill the
Registry to the point where it needs expanding. More
(UE0208)
"The UEAgent
Service on Local Computer started and then stopped"
A Master-Agent can start, then die, because it is trying to connect to
a Leaf-Agent that has missing or corrupted registry information ... see
article. More (UE0418)
"The UEAgent
service could not be started"
See message above.
Leaf Agent
Install Successful, yet Query attempts Fail
The Workstation service must be running on the Leaf-Agent machine when
the Leaf-Agent is installed in order for the registry on the Leaf and
Master to be updated correctly, the install will appear successful, but isn't. More
(UE0312)
"Connecting"
during Leaf query doesn't seem to connect
Connecting is normal, and it can take some time, up to a minute or so,
before you get a challenge for credentials from the Leaf. This is especially
true if you have just installed the Leaf, gotten the head icon and are
trying to query it right away. Be patient, some background work is still
being done. Once you get the challenge for credentials, note that the
save checkbox allows saving the credentials for future use (6.1m release
and newer) Remember, when querying a Leaf it is your current Login credentials
that matter. Default or alternate credentials do not exist for Leafs.
More (UE0149)
Patch Deployments to DHCP
Targets Sometimes Fail
Ensure that you are querying prior to deploying to DHCP targets to refresh
IP addresses. More
(UE0541)
Not enough storage is available
to process this command (Exit Code 8)
This message indicates a memory related issue on the target machine. More
(UE0486)
Exit Code 536870913
This message indicates a corrupted patch file. More
(UE0485)
"Unable
to Create the Install Lines"
This message may occur in the deployment status window. See the article
for more information, and then please contact Technical Support for assistance.
More (UE0434)
"Download
file error: Unable to determine URL type of path_to_filename"
This message may occur in the deployment status window for a custom fix
deployment where target machines have a Leaf-Agent configured to "download
from the internet" (instead of the Master-Agent), please see article
for resolution. If you get this message under different conditions, please
contact support. More (UE0427)
"Patchname.exe cannot be downloaded. Locate?"
AYou may be trying to download a Private-Fix when you should be locating
it on your local drive instead. More (UE0293)
"The message
alias could not be found on the network"
"Reboot Notification" requires the messenger service on the Master-Agent
and the Targets. More (UE0420)
"An error
occurred while sending a message to hostname"
See message above.
"Machine
is Down"
A message ending with machine
is down can happen when you try
to deploy patches to a machine that is shutdown or rebooting. You may
have been able to query it earlier, but then it went down before or during
the patch installation. Re-deploy the patches to these machines. More (UE0138)
"Unable
to create the Install Service directory" (Exit Code 5)
Check the following:
Free disk
space on the Target
SYSTEM
account permissions (see below)
If the above doesn't
appear to be a problem:
Stop and Start the UEAgent
service or
Reboot the Master-Agent
machine. More
(UE0182)
"Failed
to Create InstallService directory" (0x0000046a hex, 1130 decimal
)
IRPStackSize overflow ... see article. More
(UE0306)
"There
are no child processes to wait for" (128 decimal)
You're probably trying to deploy a patch that was truncated during download,
so it's corrupted ... see article. More
(UE0378)
"Fatal
Error During Installation" (1603 decimal)
Check the following issues:
SYSTEM
account permissions on the target
(full control to WINNT or WINDOWS)
Free disk
space on the target (1GB is good
to allow for large service-packs)
Bad file
download (file length, proxy configuration)
Patch
installation itself (bad or missing
files, or signature issues, see patch install logs in WINNT) More (UE0134)
"Setup has detected
that another update is in progress. Please complete that installation
or removal and try again." (1603 decimal)
Check the following issue:
Update.exe
needs to be terminated on the target system. More
(UE0134)
"The directory or file
cannot be created" (82 decimal)
Check the following:
Admin$ and IPC$ share existence and permissions (Server service)
SYSTEM account for "full control" permissions on \WINNT
or \WINDOWS
FILE and PRINT Sharing enabled. More
(UE0151)
"Unable
to get the system root directory for the target machine"
The target machine may be temporarily down because of a reboot in progress,
from a prior scheduled patch install in front of the current patch install.
Try re-deploying the patch. More (UE0197)
"Unable
to Launch a Process"
You're probably trying to deploy a .EXE patch that got truncated during
download. If problem patch file is 3KB, fix your proxy settings and redeploy.
More (UE0185)
"Completed"
status, but query indicates "not installed"
This usually means the patch is reporting a false good exit status, or
that the UE detection criteria is missing or incorrect. Try re-installing
the patch and querying again, and installing on another target to see
if you get the same problem. If the patch log files don't indicate a problem,
and both targets exhibit the same behavior, contact support. More (UE0211)
"Reboot
is Required" (3010 decimal)
The update ran into trouble overwriting a file or stopping services. Reboot
the target machine to allow the installation to complete.
More (UE0205)
"In Progress"
status doesn't change to "Completed" in reasonable timeframe
If you're installing a Service-Pack, you may just need more patience to
allow completion. Or, the target system may be hung waiting on a dialogue
box to be completed. If possible, look at the system remotely and see
what the hang is, sometimes a "quiet" patch install isn't as
quiet as its supposed to be. More (UE0133)
My patch install
failed, and I have an empty DOS window on the target machine
You probably have pushed a truncated patch over to the target, and the
system is hanging trying to run a bad executable (the patch). More (UE0131)
No Desktop
or Blank Desktop logging into Windows
This is a Windows 2000 issue, not an UpdateEXPERT issue, see article. More (UE0268)
Update.exe
on Win2k3 Server hangs for both UpdateEXPERT and Windows Update?
This is a "rights" issue, see article. More
(UE0392)
Why do I have
long foldernames under the root after patching?
This is a Microsoft issue where temp folders don't get deleted, and is
rare. More (UE0296)
XP
SP2 deployment "hangs" on AutoAdminLogon
XP may upgrade IIS for you, but have a problem, see article. More (UE0423)
MS03-043
re-release not detected as installed on WinXP Pro
See article ... More (UE0303)
"Incorrect
Function" (Exit Code 1)
Try using "Logon
User" instead of "LocalSystem"
account, and be prepared to supply administrative credentials when you
install the custom fix. More (UE0139)
"Unable
to Launch a Process"
A simple typo in your path or executable name while defining the custom
fix can cause this error message! Double check your names. If that isn't
it, contact support. More (UE0185)
"The feature
you are trying to use is on a network resource that is unavailable"
You are probably referencing the wrong Office shares for the target you
are patching. More (UE0295) and (UE0283) and (UE0200)
"Office
Installer Error" (1328 decimal)
Office may have already been updated ... see article. More
(UE0297)
I get
status "Completed",
but a Query indicates "Not Installed"?
This could be a query detection issue. More
(UE0213)
EXCEL CSV filesize limits (UE0190)
Incorrect
Report Date (UE0258)
PUP Download
Problem (0x80004005)
This error number during PUP package downloading simply means you are using
an incorrect Serial-Number or Build Number, which are required for the
package to be created properly. More (UE0307)
"VMWare
targets disappearing from the Network Pane"
This symptom is typically caused
by a VMWare main image with embedded UE GUIDs. More
(UE0522)
"Managed
Machine Count" exceeds License Limit, why?
This symptom is typically caused
by extraneous machine entries in the LinkedItems registry key. More (UE0432)
Cannot Enumerate
one or more Active Directory OU's
This symptom usually indicates permission issues that need to be rectified
on the Active Directory server (Domain Controller) or may require resolution
by deleting the AD tree in the UpdateEXPERT registry, and re-enumerating
(click More). More (UE0426)
I can query,
but I cannot install patches to a Solaris (or RedHat) machine
Patching Unix targets (Solaris and RedHat currently) is an UpdateEXPERT
option that requires purchase. If you right-click on a Unix patch and
all menu options below "Download" are greyed out, you need to
contact St. Bernard Sales to get your license Unix enabled.
More (UE0428)
Why does my
Solaris Query Fail?
This symptom (query failure) has several causes related to Solaris configuration
files. More (UE0411)
Why does my
RedHat Linux Query Fail?
This symptom (query failure) has several causes related to RedHat configuration
files. More (UE0412)
Why does my
RedHat patch become "uninstalled"?
RedHat Linux patching does not behave in the same way that Windows patching
does. More (UE0363)
Why do unselected
RedHat Kernel patches show up as "installed"?
RedHat Linux patching does not behave in the same way that Windows patching
does. More (UE0363)
