When installing or upgrading Sophos Anti-Virus the installation fails and error 1920 is displayed.
Note: If this error appears on a Windows Vista computer, also refer to the article 42962. First seen in Sophos Anti-Virus for Windows 2000+
Error 1920 is a generic Windows Service Control Start error message. It appears during Sophos Anti-Virus installation when a required resource cannot be found or accessed.
The following troubleshooting steps guide you through the most likely reasons for the error. Follow them in order.
A. Re-register msxml4.dll
B. Check Registry Permissions for HKEY_CLASSES_ROOT\CLSID
C. Check Registry Permissions for HKEY_LOCAL_MACHINE\SOFTWARE\SOPHOS
D. Check path to msxml4.dll in the Registry Editor
E. Check permissions in the Application Data folder
F. Check permissions on Program Files folder
G . Check Group Policy restrictions
If the computer is on a network, you might have a Group Policy restriction set on the system that is preventing the NT AUTHORITY\LocalService account from starting a service.
H. Sophos Anti-Virus service
If the Sophos Anti-Virus service is listed in Windows services, changing the log on account from local service to local system may work. If the service is not there, running the Sophos Anti-Virus.msi from the share adds it :
I. Use Process Monitor to gather more information for Sophos Technical Support
Using Microsoft's Process Monitor, or a similar application, you can gather information to help Sophos Technical Support determine what resource the Service Control Start is failing to access during Sophos Anti-Virus installation.
Download Process Monitor from the Microsoft site: http://technet.microsoft.com/en-us/sysinternals/bb896645
There is no need to install Process Monitor: just unzip the download file and copy the utility onto the affected computer.
Click re-try on the error message or try to start the service manually
J. Run the SDU and send the resulting files to Sophos Support.
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