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Troubleshooting Qualys Anti-Malware Error Updates

Troubleshooting Qualys Anti-Malware Error Updates

The following table lists the error codes, its description and troubleshooting steps if the Qualys Anti-Malware update fails to download:

Error Code	Error Description	Troubleshooting Steps
- 3	Hard-drive error.	To troubleshoot this error, perform the following steps for Windows Check Disk: Type the Command Prompt in the Windows Search bar. Select Run as Administrator. Type cd\ and press Enter. Type chkdsk c: /r and press Enter. Enter Y if you want to perform the chkdsk action when the system restarts. Restart your system.
- 19	System-level issue. Media is write-protected.	You can perform chkdsk, sfc/scannow, and dism to resolve error code 19 and 21: Windows Check Disk To troubleshoot this error, perform the following steps for Windows Check Disk (chkdsk): Type the Command Prompt in the Windows Search bar. Select Run as Administrator. Type cd\ and press Enter. Type chkdsk c: /r and press Enter. Enter Y if you want to perform the chkdsk action when the system restarts. Restart your system. System File Checker (SFC) Tool Perform the SFC scan if the error is not resolved using the chkdsk command: Type the Command Prompt in the Windows Search bar. Select Run as Administrator. Type sfc/scannow and press Enter. Wait until the SFC verification reaches 100% and automatically fixes the error. Deployment Image Servicing and Management (DISM) Perform the dism scan if the sfc/scannow stops or is unable to replace a corrupt file on Windows 8, 10, and 11: Type the Command Prompt in the Windows Search bar. Select Run as Administrator. Type Dism/Online/Cleanup-Image/RestoreHealth and press Enter. Wait until the SFC verification reaches 100% and automatically fixes the error.
- 21	System-level issue. The device is not ready.
- 100	Isolated error code.	Check the number of updates the -100 error code encountered by the Qualys Anti-Malware product. If these updates were followed by successful updates then no further action is required.
- 1002	Temporary issue with internet connection.	Ensure the internet connection is stable. Retry to update the Qualys Anti-Malware.
- 1004	An update process failed due to connection issues with the configured proxy server.	Contact your system administrator.
- 1022	The server response is invalid and is related to improper internet connection settings.	Restart the router and restart your system. Verify if the Qualys Anti-Malware can perform successful updates.
- 1455	The Virtual Memory (Pagefile) is too small for the operation to complete.	To troubleshoot error code 1455 perform the following steps on Windows to automatically manage the pagefile settings: Open Control Panel and go to System and Security. Click System. Click Advanced system settings. From the Advanced tab, click Settings of the Performance section. In the Performance Options window, click the Advanced tab. In the Virtual Memory window, click Change. Select Automatically manage paging file size for all drives. Restart your system.
- 2002	MD5 failed. ** Update servers are in the middle of the synchronization process.	Wait a few hours and update the Qualys Anti-Malware again.
- 2009	Update servers are in the middle of the synchronization process.	Wait a few hours and update the Qualys Anti-Malware again.
- 2021	The upcoming product version actively refused to be installed. ** A cumulative update for Windows 7 is missing.	Install missing knowledge base KB 4490628 and KB 4474419 packages. KB packages for 32 bit KB packages for 64 bit

The following table lists the error codes, and its description if the Qualys Anti-Malware update fails to download:

Error Code	Description
0	All is OK.
1	Appropriate file/folder access is unavailable.
2	The platform is not supported.
3	An issue with hard drive observed while trying to download updates or applying updates. Reboot computer to resolve issue.
4	There is no enough disk space available to update the files. Clear some free space and retry.
5	The Operating system is not supported.
6	Install/update from the current version is not supported. Check installation or upgrade requirements and retry.
7	Setup installer is already running. Cancel and retry or try again after sometime.
8	Setup has encountered an error while trying to install Qualys Antimalware Remove all other security solutions installed and then restart the computer and install again.
9	Installation/update is successful but a reboot is required to update the files.
10	There is an issue with the install folder provided. Please check and try again with correct path.
11	There is an issue with updating the files. The file or folder is already in use, please try after some time.
12	The password is incorrect, please check and retry.
13	Certificate error encountered while authenticating with our update servers. Please retry after sometime.
14	There is an invalid character input. Please check and retry.
15	There is an issue in network connection. Please check your network, vpn or proxy and try after sometime.
16	The setup/update file download is corrupted. Try downloading again.
17	Some unknown error encountered during install/update. Please install after some time.
18	Connection to update server failed. Check DNS, network connection and retry install/update.
19	There is an issue with proxy connection. Please check and retry again.
20	Connection to update server failed. Check network connection and retry install/update.
21	Update server authentication issue encountered. Please try after sometime.
22	Some network bad request received from update server. Please check network connection and retry.
23	The requested operation is forbidden.
24	Required files for install or target location not found. Please check and retry.
25	Invalid response received from update server. Please check network connection and retry.
26	Some issue encountered in loading the epsdk module. Please retry install/update after sometime.
27	Setup has encountered an error. Remove any previous versions of Qualys Antimalware from your system and try again.
28	There is an issue in network connection. Please check your network, vpn, firewall or proxy and try after sometime.
29	Issue encountered while validating the setup files. Please download package again and reinstall.
30	Operation system or install/update version not supported. Please check the installation requirements and retry.
- 1	Wrong parameters passed to the function.
- 2	Incorrect resource allocation.
- 1000	Unknown option.
- 1001	Invalid option value.
- 1003	Could not resolve proxy.
- 1005	Could not authenticate to proxy or server.
- 1008	HTTP Response Code >= 400
- 1009	Write error.
- 1010	Read error.
- 1011	IO has timed out.
- 1012	Recieve command failed.
- 1013	Send command failed.
- 1014	The callback function, such as HeaderFn, WriteFn, or ReadFn, returned an error.
- 1016	http/400 Status Code - Bad Request.
- 1017	http/403 Status Code - Forbidden.
- 1018	http/404 Status Code - Not Found
- 1019	http/202 Status Code - Accepted
- 1020	Returned after a stop call on that service.
- 1021	Retry downloading the file for updateV1 service.
- 2000	versions.dat file did not parse.
- 2001	versions.sig did not verify the versions.dat file.
- 2003	No files were marked to be installed.
- 2004	Files could not be overwritten hence installation has failed.
- 2005	Installation has skipped the file.
- 2006	Authorization code does not match the serial.
- 2010	No files were marked to be installed.
- 2011	Files could not be overwritten hence installation has failed.
- 2012	Installation has skipped the file.
- 2013	At least one set of the signature file is newer than the one on the update server.
- 2014	The current product version is newer than the one offered by the update server.
- 2015	No location provided or location name does not match with one in the .xml file.
- 2016	Seeding could not be started.
- 2018	The update server does not offer the requested ring.
- 2019	The current product version - downloaded from a different ring - is newer than the one offered by the update server.
3010	System restart required. Changes will not be effective until the system is restarted.

Contact Qualys Customer Support for any questions on resolving error updates.