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EM Library: update fails, System Event Log reports errors including Event 10004

Issue
EM Library fails to update, or has not updated recently.

When you check the System Event Log, it reports:

Sophos product and version
EM Library

Operating system
Windows 2003 SP2

What to do

You must check the permissions for the EM Library user account. The default name of this account will either be EmLibUser1 or  SophosEmLibUser1 depending upon which version of Enterprise Console you are running, and how you installed it.

The procedure given here refers to the SophosEmLibUser1 account. If necessary, substitute EmLibUser1 for this account name, or the non-default account if you selected an alternative during installation.

  1. Ensure that SophosEmLibUser1 account is a member of the following:
    • Local Administrators
    • Domain users
    • EMlibrary Users 
  2. Check the System Event Log to see if the Events are still being generated. If they are:
    • Allow SophosEmLibUser1 account to log on as a batch job:
      • In the Local Security settings window: 
        Open Windows Control Panel 
        Select Administrative Tools|Local Policies|User Rights Assignment
      • Double-click 'Log on as a batch job', select 'Add user or group'. Enter the user name SophosEmLibUser1, click OK.
    • Make sure that EM Library is using the SophosEmLibUser1 account:
      • Open EM Library|Tools|Options|Security.
      • Change the account name to use the account as above.
  3. Now check to see if the Events are still being generated. If they are, please continue:
    • Select EM Library (Server\Sophos) and right click, properties
    • Click Credentials tab and change the Global CID to use the above account.
  4. Restart EM Library.

 

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