SecureAPlus General Error Codes

The table below summarizes some of the frequently encountered Error Codes by SecureAPlus users. This list does not contain all error codes generated by SecureAPlus but is meant to be updated for any Error Code trends that are picked up by the SecureAPlus Support team. If you are getting an error code that is not listed here, please do not hesitate to Contact Us for further information and assistance.

If you would like to search for a specific error code in this post, pressing Ctrl+F will bring up a search box. Just type in that search box and it will locate the error code.

Error Code

Solution

Error Code 5. Access is denied.

You do not have the appropriate permissions to access the file.

For example, you may encounter Error Code 5 Access is denied when you try to delete or quarantine Windows’ files.

Error Code 58. The specified server cannot perform the requested operation.

This was a reported issue that has since been fixed.

If you encounter this issue, please do not hesitate to Contact Us with the logs so that we can investigate this further.

Collecting Log Files for SecureAPlus Support

Error Code 1816. Not enough quota is available to process this command.

By default, we set 1 GB limit per day for the files that SecureAPlus client can upload to the server.

If you have unlimited internet access plan, you may consider to set it to unlimited. Click here to learn how to adjust the daily upload limit.

Error Code 12007. ERROR_INTERNET_NAME_NOT_RESOLVED. The server name could not be resolved.

If you encounter Error Code 12007, do try the following:

  1. Type http://uav.secureaplus.com/ping.php in your browser and click Enter. If this is successful, you should be able to see ‘ok’.

    If the above is unsuccessful, there may be an issue with your own DNS server. As a workaround, please use Google DNS to see if it solves the issue. Head over here to learn how to switch to Google DNS.

  2. Launch command prompt by Ctrl+R → Type cmd and Enter. From the terminal screen, type ping uav.secureaplus.com. If this is successful, you should see a reply from the server.

    If this is unsuccessful (such as Destination unreachable or Request timed out), type ping 129.126.220.5 (which is our UAV server IP address).

    If this is successful, similarly, you should see a reply from the server.

    If after doing all of the above, you’re still encountering issues, please let us know your SecureAPlus ID and send us the logs so that we can assist you further.

Error Code 12029. A connection with the server could not be established.

Please check if you are using firewall or proxy.

Make sure you can access the following URLs from Internet Explorer browser or Microsoft Edge:

https://secureaplus.secureage.com/ping.php

http://uav.secureaplus.com/ping.php

You should see a simple message: “Ok” when accessing those links.

If you are using the proxy, please configure the proxy settings in the Internet Explorer browser or Microsoft Edge.
Error Code 12031. The connection with the server was reset.

SecureAPlus users may experience this error due to high network activity on the SecureAPlus servers. This was a reported issue and it has been fixed.

If you encounter this issue, please do not hesitate to Contact Us with the log files for further analysis.

Collecting Log Files for SecureAPlus Support

Error 12057. It was not possible to connect to the revocation server or a definitive response could not be obtained.

SecureAPlus users with a seldom updated OS or an older operating system (such as Windows 7) and may encounter the following error while updating the SecureAPlus software. This is due to the Sertigo certificate is not in the older Windows trusted certificate list.

If you encounter this issue, you can:

  1. Download, extract and import the Sertigo certificate.

  2. There are 2 folders inside the zip file: Root, and Intermediate.

  3. Open Internet Explorer

  4. Go to Settings → Internet Options

  5. In the Content tab, and click Certificates

  6. In the Trusted Root Certification Authorities tab, select Import and import the USER Trust RSA Certification Authority.cer from Root folder.

  7. In the Intermediate Certificate Authorities tab, select Import and import the Sertigo.cer from the Intermediate folder.

  8. Click Close to save changes.

If you are behind a firewall, please make sure that you open your firewall for the following:

  • Sectigo.com

  • Comodoca.com

For more details, please refer to following page:

https://sectigo.com/faqs/detail/Sectigo-SSL-Certificate-Revocation-List-CRL-FQDN-and-IP-Addresses/kA01N000000brkT

For checking, please make sure you can access the following after the firewall is opened:

http://crt.sectigo.com/SectigoRSADomainValidationSecureServerCA.crt

http://ocsp.sectigo.com/

Support and feedback

Should you encounter any issues using SecureAPlus with any of the mentioned or missed requirements above, you can write to us a docs@secureage.com.

This page was last updated: November 07, 2024