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Sophos Control Centre: Error 0000006b download of [package] failed from server

Issue 
Sophos Control Center displays the error

Error 0000006b Download of [package] failed from server

When you check the Alc.log on the affected client computer, it reports: 

Unable to add a connection to the server - Windows error 1326

Sophos product and version
Sophos Control Center 2.0.1

Operating system
Windows 2003 SBS SP2

What to do

  1. Check the Alc.log on the affected computer:
    • Right click on the Sophos shield, and select Configure Updating
    • Ensure that the Primary address points to \\servername\sophos\savscfxp\
    • Ensure that the Primary username is Sophos_AU_Client
    • On the 'Logging' tab click 'View log file'
    • Look through the log for Unable to add a connection to server - Windows Error 1326
  2. Check that the Sophos_AU_Client account has not been locked out:
    • On the server open the Active Directory users and computers
    • Ensure that the Sophos_AU_Client account is not locked out
    • Ensure that the Sophos_AU_Client account password is set to never expire
  3. Restart the Control Centre Setup Wizard:
    • Close the Control Centre
    • Read the warning about editing Windows Registry
    • Open regedit
    • Browse to: HKLM|Software|Sophos|SBE|Management Tools
    • Change the registry key SetupStatus to equal 0
    • Close the registry editor
  4. Change the Control Centre account details:
    • Open the Active Directory Users and Computers
    • Right click on the Sophos_AU_Client account and select 'Reset Password'
    • Enter the required password
    • Reopen the Control Centre and proceed to Step 3 of the Wizard
    • Click on the 'Advanced' button
    • Go to the 'Download Folder' tab
    • Ensure that the location is \\servername\sophos
    • Ensure that the Write account is Sophos_AU_Server
    • Ensure that the Read account is Sophos_AU_Client
    • Change the password of the Sophos_AU_Client to the one you specified earlier
    • Press OK - (If you get an error regarding 'Could not contact the component that downloads updates from Sophos' refer to Knowledgebase article 17602. If you do this, keep the account as Sophos_AU_Server and use the correct password)
    • Proceed through the Setup Wizard
    • Ensure that you protect the machines using YourDomain\Administrator
    • Complete the Wizard (N.B. the last few steps of the Wizard may take 10 minutes or more)

The machines should now start to report back to the Control Centre and the alerts for error 0000006b should start to clear.

If you need more information or guidance, then please contact technical support.