EM Library: appears to connect then reports that connection failed
EM Library appears to connect and say that it is up to date, but then reports that connection failed.
An error message similar to the following is displayed:
The "\\<servername>\SophosEM" library deploy task has succeeded, but there were exceptions that might require further attention.
Central installation "\\fs1\sys\sweep\nlminst" is up to date.
Central installation "\\<servername>\InterChk\W95Inst" is up to date.
Failed to connect to CID \\<servername>\InterChk\W95Inst using <servername>\EManager. INDEX 0x800704c3.
Central installation "\\<servername>\InterChk\NTInst\i386" is up to date.
Failed to connect to CID \\<servername>\InterChk\NTInst\i386 using <servername>\EManager. INDEX 0x800704c3.
These messages are usually displayed when there are problems with the account being used. Messages may also be displayed in the log files.
What to do
Check to see if the computers are in a workgroup or a domain, and ensure that you either omit or insert the domain name as appropriate. For example, you may need to
- Remove the name of your server, or domain and <servername>, from the credentials.
- Preface the account name with the domain name (i.e. <domainname>\Accountname).
If this does not correct the problem, try the following procedures:
- Check to see if the account that the error log refers to, is listed in the global credentials. (Highlight the EM Library root, right click, select 'Properties|Credentials'). If the account is listed in the global credentials, remove it.
Check to see if the next download succeeds.
- Do the following:
- Unsubscribe from the relevant packages, as described in the section, 'Stop downloading certain software', of the EM Library User manual.
- Subscribe again to the required packages, as described in the section 'Select which software to download', of the EM Library User manual.
- Create a new Central Installation Directory (CID), as described in the section 'Add a CID', of the EM Library User manual.
- In the details pane, right-click the new CID entry, and select 'Update CID'.
Technical information
The error number 0x800704c3 indicates 'Credentials conflict with an existing set of credentials'. This suggests the password may be wrong, or that a local account has been specified for EM Library, when it should be a domain account.
If you have specified an account to access the CID, EM Library will attempt to log onto the CID server using these credentials. If this attempt fails, it will nevertheless try to read and write the CID anyway, using the rights granted to it by the EM Library account (see 'Tools|Options|Security'). This attempt may be successful (in which case, the credentials to access the CID weren't needed in the first place).
If you need more information or guidance, then please contact technical support.
- Article ID: 13763
- Created: 3 Oct 2005
- Last updated: 5 Oct 2006
