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.
Every comment submitted here is read (by a human) but we do not reply to specific technical questions. If you need technical support please post a question to our community. Alternatively for licensed products open a support ticket.