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Error Codes for Image Management in GravityZone Sandbox Analyzer

Sandbox Analyzer On-Premises is a powerful antimalware Bitdefender GravityZone solution, designed to analyze suspicious content through different sensors deployed in the enterprise network. Detonation capabilities include file and URL analysis, covering various file formats that are commonly used in advanced attacks.

When creating and managing virtual machine (VM) images used for object detonation in Sandbox Analyzer, you may encounter certain errors. This article provides details about these errors and useful tips on how to fix them.

Image Management Errors

Error 1000 - An unknown error has occurred while building the image.
Description This error may have multiple causes and requires investigation from Bitdefender.
Solution To identify the cause, run the Sandbox Analyzer LogCollector and send the logs to Bitdefender Technical Support. For details on how to use Sandbox Analyzer LogCollector, refer to this article.

 

Error 1002 - Could not find the configuration file required for building the image.
Description Sandbox Analyzer uses mutiple files containing settings for building a VM image. This error occurs when one of them is missing.
Solution Run the Sandbox Analyzer LogCollector and send the logs to Bitdefender Technical Support. For details on how to use Sandbox Analyzer LogCollector, refer to this article.

 

Error 1003 - A variable is missing from the configuration file.
Description When building an image, Sandbox Analyzer uses a file containing certain settings and variables. This error occurs when a variable is missing from that file.
Solution Run the Sandbox Analyzer LogCollector and send the logs to Bitdefender Technical Support. For details on how to use Sandbox Analyzer LogCollector, refer to this article.

 

Error 1004 - A variable from the configuration file has an empty or null value.
Description This error indicates a specific issue with the configuration file required when building the virtual machine image used for detonation.
Solution Run the Sandbox Analyzer LogCollector and send the logs to Bitdefender Technical Support. For details on how to use Sandbox Analyzer LogCollector, refer to this article.

 

Error 1005 - The configuration file has an invalid format.
Description This error indicates a specific issue with the configuration file required when building the virtual machine image used for detonation.
Solution Run the Sandbox Analyzer LogCollector and send the logs to Bitdefender Technical Support. For details on how to use Sandbox Analyzer LogCollector, refer to this article.

 

Error 1006 - An error has occurred while converting the image file.
Description This error indicates that the virtual machine image is not in VMDK format.
Solution To fix this issue:
  1. Review the requirements for VM images in the GravityZone Installation Guide.
  2. Make sure that the virtual machine image is in VMDK format.
  3. Try to build the image again in the GravityZone Control Center.

 

Error 1007 - Copying the image file in the VM store has failed.
Description This error may occur because of a few causes, such as insufficient resources or insufficient user rights to copy the virtual machine image file on the datastore.
Solution To fix this issue:
  1. Verify that is enough disk space on the datastore where the image file is being copied.
  2. Check the user rights to perform this operation.
  3. Try to build the image again.

If the issue persists, run the Sandbox Analyzer LogCollector and send the logs to Bitdefender Technical Support to identify any other cause. For details on how to use Sandbox Analyzer LogCollector, refer to this article.

 

Error 1008 - A variable in the configuration file has an invalid value.
Description This error indicates a specific issue with the configuration file required when building the virtual machine image.
Solution Run the Sandbox Analyzer LogCollector and send the logs to Bitdefender Technical Support. For details on how to use Sandbox Analyzer LogCollector, refer to this article.

 

Error 1010 - Could not authenticate to the ESXi host. Please check the credentials.
Description Building the virtual machine image requires authentication on the ESXi host. This error indicates that the authentication has failed, most probably because of incorrect credentials.
Solution To fix this issue:
  1. Log in to Sandbox Analyzer appliance console.
  2. In the Sandbox configuration menu, go to VM images > Virtualization host configuration.
  3. Check the credentials entered for the ESXi host.

 

Error 1011 - An error has occurred when trying to connect to the ESXi host on the required port.
Description This error occurs when connection to ESXi on specific ports fails.
Solution To fix this issue, check the the following conditions:
  • The required communication ports for Sandbox Analyzer are open.
  • The SSH service is enabled on the ESXi host.

 

Error 1012 - A reading error has occurred. The image file could be corrupt.
Description This error occurs when the VMDK file used for building VM images has been copied incompletely in the VM directory on the ESXi datastore.
Solution To fix this issue:
  1. Copy the VMDK file again in the VM Images directory.
  2. Power on the virtual machine created from the VM image file.
  3. Check the virtual machine is actually working.

 

Message Error 1013 - A SSH protocol error has occurred when trying to connect to the ESXi host.
Description This error may have multiple causes, such as security certificates issue or the root user is locked out.
Solution Run the Sandbox Analyzer LogCollector and send the logs to Bitdefender Technical Support. For details on how to use Sandbox Analyzer LogCollector, refer to this article.

 

Error 1014 - A protocol error has occurred when connecting to the ESXi host API.
Description This is an error that requires investigation from Bitdefender Technical Support.
Solution Run the Sandbox Analyzer LogCollector and send the logs to Bitdefender Technical Support. For details on how to use Sandbox Analyzer LogCollector, refer to this article.

 

Error 1015- An error has occurred when mounting the VMFS file system from the ESXi host.
Description This error may happen because the VMFS version running on ESXi is other than 5.
Solution To solve this situation, use VMFS version 5.

If the issue persists, run the Sandbox Analyzer LogCollector and send the logs to Bitdefender Technical Support. For details on how to use Sandbox Analyzer LogCollector, refer to this article.

 

Error 1016 - An error has occurred when configuring Windows Registry hives.
Description This error indicates that configuring Windows Registry hives failed, most probably because Windows Registry are corrupt.
Solution Check the Windows Registry for possible errors and perform a repair to fix them.

For further investigation, run the Sandbox Analyzer LogCollector and send the logs to Bitdefender Technical Support. For details on how to use Sandbox Analyzer LogCollector, refer to this article.

 

Error 1017 - Could not find the user profile in the image.
Description Sandbox Analyzer requires the detonation virtual machine to have an Administrator profile enabled and with no password. This error indicates that the profile does not meet these conditions.
Solution Check that the built-in Administrator is enabled and has no password.

 

Error 1019 - Unknown error occurred while preparing the image.
Description This error may occur in the final stages of building the image and requires investigation from Bitdefender Technical Support.
Solution Run the Sandbox Analyzer LogCollector and send the logs to Bitdefender Technical Support. For details on how to use Sandbox Analyzer LogCollector, refer to this article.

 

Error 1020 - The image could not be built because the guest operating system was hibernating.
Description Sandbox Analyzer requires the operating system used for creating the VM image to have previously been shut down. This error indicates that building the image has failed because the operating system was in hibernation.
Solution Make sure that the operating system has shut down and try to build the image again.

 

Error 1021 - The image could not be built due to improper shutdown of the guest operating system.
Description This error indicates that the guest operating system may have encountered a problem and did not shut down before building the VM image.
Solution Check the operating system’s status and try to build the image again.

 

Error 1022 - An error has occurred when trying to mount the image.
Description This error may have multiple causes, including that the guest operating system may have improperly been shut down.
Solution Try to build the image again.

If the issue persists, run the Sandbox Analyzer LogCollector and send the logs to Bitdefender Technical Support. For details on how to use Sandbox Analyzer LogCollector, refer to this article.

 

Error 1023 - Timed out while waiting for an answer from the guest machine. Image build has failed.
Description This error may usually occur due to insufficient resources.
Solution To fix this issue:
  1. Verify the environment for enough CPU, RAM, and disk space.
  2. Try to build the image again.

 

Error 1024 - A dumping boot sector error has occurred while building the image.
Description This unlikely error indicates a problem occurred during the image building process.
Solution To fix this issue, try to build the image again.

If the issue persists, run the Sandbox Analyzer LogCollector and send the logs to Bitdefender Technical Support. For details on how to use Sandbox Analyzer LogCollector, refer to this article.

 

Error 1025 - Could not find on the image a partition with a supported operating system.
Description This error may occur when an unsupported operating system was installed on a VM image.
Solution Use a supported operating system to build the VM image, namely Windows 7 or Windows 10.

 

Error 1026 - An unknown error has occurred while building the image.
Description This error may happen because the requirements for building VM image are not met.
Solution Review the VM image requirements.

If the issue persists, run the Sandbox Analyzer LogCollector and send the logs to Bitdefender Technical Support. For details on how to use Sandbox Analyzer LogCollector, refer to this article.

 

Error 1027 - An unknown error has occurred in the image during the build process.
Description This error may have multiple causes and requires investigation from Bitdefender.
Solution Try to build the image again.

If the issue persists, run the Sandbox Analyzer LogCollector and send the logs to Bitdefender Technical Support. For details on how to use Sandbox Analyzer LogCollector, refer to this article.

 

Error 1028 - Could not find the binary file required for building the image.
Description This error requires investigation from Bitdefender Technical Support.
Solution Try to build the image again.

If the issue persists, run the Sandbox Analyzer LogCollector and send the logs to Bitdefender Technical Support. For details on how to use Sandbox Analyzer LogCollector, refer to this article.

 

Error 1029 - The version of the configured ESXi datastore is not supported.
Description This error occurs when the VMFS version running on the ESXi host is other than 5.
Solution Sandbox Analyzer On-Premises supports only VMFS version 5. Make sure that this version runs on the ESXi host.

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