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EM Library: error 0x80040701 and 0x80070020

With EM Library, an automatic update fails, and displays the message:

The '\\W2KSAV\SophosEM' library update task has failed. INDEX 0x80040701

Could not access the EM library. Either there is no valid library or the path is not accessible. Check that there is a shared directory for the library (by default the directory is "Program Files\Sophos Enterprise Manager\library" and is shared as "SophosEM") and that there is an "/index" subdirectory. INDEX 0x80040701

Could not lock and read the EM Library database. MCID 0x80040701

Could not open requested resource "\\W2KSAV\SophosEM\mcid.lok" for writing. VFS 0x80070020

Usually, this error is transient. However, if you often see it, you may need to change the way Central Installation Directories (CIDs) are configured to update in your environment, because typically it is caused by tasks interrupting each other. This problem is more likely to occur on networks where large numbers of CIDs are updating and/or on slow networks.

What to do

Wait at least five minutes between seeing the error and starting to work through any of the following steps. This error is often caused by tasks trying to run simultaneously, and will automatically be resolved when one or more tasks end.

 Carry out the steps in the following procedure, which describes how to check that the library is able to update successfully. If it is able to update successfully, then the second part of this article describes how to reduce the likelihood of this error occurring in the future.

  1. Open EM Library Console. Check in the status bar if a job is currently being carried out. If there is one, wait until that task is completed before carrying on to the next step. 
    • If this job takes an unexpected amount of time for the number of CIDs being maintained by the library, it may be necessary to open Windows Task Manager and end the 'dllloader.exe' process.
  2. In EM Library Console, check the next update time as displayed in the status bar. If this is likely to trigger before EM Library is able to update all the CIDs maintained by this library you may wish to increase the library update schedule as follows:
    • Go to the EM Library tree view on the left, and click on the 'Schedules' option.
    • Highlight the EM Library root node of the tree view.
    • In the EM Library main page click 'Download Packages'. 
  3. This should check for updates and update any CIDs that are out of date. If it does not do this, you should
    • repeat the above steps
    • look in the Message Log for further errors.

If steps 1-3 complete without any errors, to reduce the likelihood of this error re-occurring in the future, reconfigure updating as follows:

  1. In EM Library, go to Central Installations, and right-click the affected CIDs.
  2. Choose 'Properties', then select 'Schedule' tab.
  3. Select the option 'When the packages are updated (automatic)'.
  4. Save changes.
  5. Wait until one of the automatic updates of the Library and the CID has completed, then check in the Message Log to see if the issue persists.

By default, EM Library updates the CIDs in the order displayed in the Central Installations list. It updates them sequentially after updating the Library.  If you have one or more CIDs that are maintained over a slow network, consider using child libraries to minimise the time taken for an 'update CID' task to run. For details on using child libraries, refer to the EM Library User Manual.

 

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