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Updating failed because WindowsCloudNextGen is missing on Windows 7

Nick_SVRMC

I am in the testing phase of migrating to Sophos Central, and have just started using the product. Can anyone tell me if this is normal for windows 7 machines or if I should be worried?

My Windows 7 Devices are all reporting an informational status that "Updating failed because WindowsCloudNextGen is missing" Windows 10 devices don't have this message. I can't tell of those are related.

 

The Update Agent = 10.7.6 VE3.70.2 

 

Section of SophosUpdate.log:

2018-01-30T16:12:37.846Z [74680] INFO SourceSelector::getCandidateProxies No manually configured proxy.
2018-01-30T16:12:37.846Z [74680] INFO WindowsProxyDiscoveryWrapper::GetDefaultProxyConfiguration WinHttp default proxy not set
2018-01-30T16:12:37.877Z [74952] WARN WindowsProxyDiscoveryWrapper::GetProxyForUrl Failed to get the automatic proxy configuration. The error code was 12180.
2018-01-30T16:12:37.877Z [74680] INFO SourceSelector::evaluate Trying update location: dci.sophosupd.com/update with proxy: <direct; no proxy>
2018-01-30T16:12:38.205Z [74680] INFO SourceSelector::analyze Selected update location: dci.sophosupd.com/update with proxy: <direct; no proxy>
2018-01-30T16:12:38.610Z [74680] INFO SDDSDownloader::SyncInternal Username: REMOVED
2018-01-30T16:12:38.610Z [74680] INFO SDDSDownloader::SyncInternal Filename: REMOVED
2018-01-30T16:12:38.610Z [74680] INFO CacheEvaluator::Evaluate No update caches configured
2018-01-30T16:12:38.610Z [74680] INFO SDDSDownloader::SyncInternal Updating over HTTPS
2018-01-30T16:12:38.610Z [74680] INFO SDDSDownloader::SyncInternal Adding Sophos Location: dci.sophosupd.com/update
2018-01-30T16:12:38.610Z [74680] INFO SDDSDownloader::SyncInternal Initial download: using bulk metadata
2018-01-30T16:12:38.610Z [74680] INFO SDDSDownloader::SyncInternal Manual install: ignoring bandwidth limit 256 Kbps
2018-01-30T16:12:38.610Z [74680] INFO SDDSDownloader::SyncInternal Delta compression enabled
2018-01-30T16:12:38.626Z [74680] INFO SUL-Log [I40394] Downloading customer file from sophos:1:1
2018-01-30T16:12:38.688Z [74680] INFO SUL-Log [I40395] Downloaded customer file; fetching catalogues from sophos:1:1...
2018-01-30T16:12:39.734Z [74680] INFO SUL-Log [I40395] Successfully fetched catalogues from sophos:1:1
2018-01-30T16:12:39.734Z [74680] ERROR SUL-Log [E81912] Product version not found. Product: WindowsCloudNextGen
2018-01-30T16:12:39.734Z [74680] ERROR SDDSDownloader::SyncInternal Product is missing: WindowsCloudNextGen
2018-01-30T16:12:39.749Z [74680] INFO UpdateLogic::SyncAndInstall Saving state.
2018-01-30T16:12:39.749Z [74680] INFO StatePersister::Save Overwriting state file C:\ProgramData\Sophos\AutoUpdate\data\status\SophosUpdateStatus.xml
2018-01-30T16:12:39.749Z [74680] INFO UpdateLogic::SyncAndInstall Skipping product install as Sync failed.
2018-01-30T16:12:39.749Z [74680] INFO IPCSender::Write IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>ProductMissing</ID><StringID>114</StringID><Sender>SophosUpdate</Sender><Insert>WindowsCloudNextGen</Insert></ErrorMessage><ReadableMessage>ERROR: Product missing: WindowsCloudNextGen</ReadableMessage></Config>
2018-01-30T16:12:39.749Z [74680] INFO WinMain SophosUpdate has completed with the result 6.
2018-01-30T16:12:39.749Z [74772] INFO IPCSender::ProcessSend IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>ProductMissing</ID><StringID>114</StringID><Sender>SophosUpdate</Sender><Insert>WindowsCloudNextGen</Insert></ErrorMessage><ReadableMessage>ERROR: Product missing: WindowsCloudNextGen</ReadableMessage></Config>
2018-01-30T16:12:39.749Z [74772] INFO IPCSender::ProcessSend IPCSender::ProcessSend: No messages in queue, starting to wait
2018-01-30T16:12:40.763Z [74772] INFO IPCSender::ProcessSend IPCSender::ProcessSend exiting
2018-01-30T16:12:40.763Z [74772] INFO `anonymous-namespace'::SenderThreadFn::operator() Sender thread finished.
2018-01-30T16:12:40.779Z [74680] INFO StatePersister::Save Overwriting state file C:\ProgramData\Sophos\AutoUpdate\data\status\SophosUpdateStatus.xml



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  • 0

    We are seeing the same error message but it is showing on our Windows 10 machines.

  • 0

    I'm not sure if this will work on windows 10 but, after dealing with support we ended up being able to fix this issue on our windows 7 computers by importing the REGkey. I don't know if these values are unique or not but thought I'd post it anyway.

     

    Windows Registry Editor Version 5.00

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate]
    "ForceUseSDDS"=dword:00000001
    "CloudUpdating"=dword:00000001
    "Installation Path"="C:\\Program Files (x86)\\Sophos\\AutoUpdate\\"
    "Data Path"="C:\\ProgramData\\Sophos\\AutoUpdate\\"
    "ProductVersion"="5.8.411"
    "MetricsEnabled"=dword:00000001
    "IsManaged"=dword:00000001
    "CustomerID"="338dd9c5e57e94edd92b915a06e464f0"
    "CloudSubscriptionHash"="8b2fd99e4a572f42d105737a81819fd0"
    "Platform"="WIN_7_X64"
    "FeaturesHash"="a3b148e2a75d1573efaac6fd5d5131ca"
    "LastStatusMessage"=hex(b):d5,9a,70,5a,00,00,00,00

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\Plugins]

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\Plugins\HMPAPlugin]
    "DLLPath"="C:\\Program Files (x86)\\HitmanPro.Alert\\SophosDesktopNotifier.dll"

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\Plugins\SAVPlugin]
    "DLLPath"="C:\\Program Files (x86)\\Sophos\\Sophos Anti-Virus\\DesktopMessaging.dll"

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\Plugins\SAVUserPlugin]
    "DLLPath"="C:\\Program Files (x86)\\Sophos\\Sophos Anti-Virus\\SAVUserContext.dll"

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\Plugins\SWCPlugin]
    "DLLPath"="C:\\Program Files (x86)\\Sophos\\Sophos Anti-Virus\\Web Control\\WebControlMessaging.dll"

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\Products]

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\Products\{1129226C-32AB-4B72-85E1-A9CC8DFBC859}]
    "CidFolderPath"="sed64"
    "ProductName"="Sophos Endpoint Defense"

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\Products\{243DECCD-8080-410D-A45F-77F2182715EE}]
    "CidFolderPath"="uninstaller64"
    "ProductName"="Sophos Endpoint Agent"

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\Products\{244E68BF-E1BB-4A6B-AC18-A492DE0134C0}]
    "CidFolderPath"="hmpa64"
    "ProductName"="Sophos HitmanPro Alert"

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\Products\{8087796B-2289-4897-98A5-58FF23DAAFD0}]
    "ProductName"="Sophos Network Threat Protection"
    "CidFolderPath"="ntp64"

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\Products\{8580B6E7-AD8F-4c42-8085-ABD5765C98C5}]
    "ProductName"="Sophos Management Communications System"
    "CidFolderPath"="mcsep"

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\Products\{E17FE03B-0501-4aaa-BC69-0129D965F311}]
    "ProductName"="Sophos Anti-Virus"
    "CidFolderPath"="savxp"

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\Products\{F8FFD42E-47AC-4CFF-9E27-EC84ED62128E}]
    "ProductName"="Sophos System Protection"
    "CidFolderPath"="ssp"

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\Service]

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\Service\CloudSubscriptions]

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\Service\CloudSubscriptions\Base]
    "RigidName"="WindowsCloudNextGen"
    "Tag"="RECOMMENDED"
    "BaseVersion"="11"
    "FixedVersion"="11.5.11.0"

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\Service\CloudSubscriptions\Clean]
    "RigidName"="WindowsCloudClean"
    "Tag"="RECOMMENDED"
    "BaseVersion"="1"
    "FixedVersion"="1.0.34"

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\Service\CloudSubscriptions\CloudAV]
    "RigidName"="WindowsCloudAV"
    "Tag"="RECOMMENDED"
    "BaseVersion"="11"
    "FixedVersion"="11.5.5.3"

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\Service\CloudSubscriptions\HitmanProAlert]
    "RigidName"="WindowsCloudHitmanProAlert"
    "Tag"="RECOMMENDED"
    "BaseVersion"="1"
    "FixedVersion"="1.0.140"

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\Service\DelayUpdating]
    "Day"="Wednesday"
    "Time"="02:00:00"

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\Service\PolicyFeatures]
    "Features"=hex(7):41,00,50,00,50,00,43,00,4e,00,54,00,52,00,4c,00,00,00,41,00,\
    56,00,00,00,43,00,4c,00,45,00,41,00,4e,00,00,00,43,00,4f,00,52,00,45,00,00,\
    00,44,00,4c,00,50,00,00,00,44,00,56,00,43,00,43,00,4e,00,54,00,52,00,4c,00,\
    00,00,45,00,46,00,57,00,00,00,48,00,42,00,54,00,00,00,4e,00,54,00,50,00,00,\
    00,53,00,41,00,56,00,00,00,53,00,44,00,55,00,00,00,57,00,45,00,42,00,43,00,\
    4e,00,54,00,52,00,4c,00,00,00,58,00,50,00,44,00,00,00,00,00

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\Service\UpdateCache]

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\UpdateStatus]
    "UpdateSource"="Sophos"
    "LastPowerOnTime"=dword:5a70964a
    "UpdateStartedTime"=dword:5a70b3bf
    "CrtResult"=dword:0000000a
    "LastUpdateTime"=dword:5a70b3dc
    "Result"=dword:00000000
    "FallbackInUse"=dword:00000000
    "NextDelayedUpdateTime"=dword:5a718590
    "LastDelayedUpdateTime"=dword:5a68b661
    "DelayedUpdateResult"=dword:00000000

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\UpdateStatus\CloudSubscriptions]

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\UpdateStatus\CloudSubscriptions\WindowsCloudAV]
    "Version"="11.5.5.3"
    "DisplayVersion"="11.5.5"

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\UpdateStatus\CloudSubscriptions\WindowsCloudClean]
    "Version"="1.0.34"
    "DisplayVersion"="3.7.20"

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\UpdateStatus\CloudSubscriptions\WindowsCloudHitmanProAlert]
    "Version"="1.0.140"
    "DisplayVersion"="3.6.14"

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\UpdateStatus\CloudSubscriptions\WindowsCloudNextGen]
    "Version"="11.5.11.0"
    "DisplayVersion"="11.5.11"

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\UpdateStatus\Details]
    "Version"="11.5.11"

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\UpdateStatus\Details\1129226C-32AB-4B72-85E1-A9CC8DFBC859]
    "Name"="sed64"
    "LongName"="Sophos Endpoint Defense for Windows (64-bit)"
    "DownloadedVersion"="1.0.4.16"
    "InstalledVersion"="1.0.4.16"

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\UpdateStatus\Details\1FE3E7DF-EFFA-408A-A1B0-89F15BA61F31]
    "Name"="sau"
    "LongName"="Sophos AutoUpdate XG"
    "DownloadedVersion"="5.8.411.411"
    "InstalledVersion"="5.8.411.411"

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\UpdateStatus\Details\243DECCD-8080-410D-A45F-77F2182715EE]
    "Name"="uninstaller64"
    "LongName"="Sophos Endpoint Uninstaller for Windows (64-bit)"
    "DownloadedVersion"="1.2.0.115"
    "InstalledVersion"="1.2.0.115"

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\UpdateStatus\Details\244E68BF-E1BB-4A6B-AC18-A492DE0134C0]
    "Name"="hmpa64"
    "LongName"="Sophos HitmanPro Alert (64 bit)"
    "DownloadedVersion"="3.6.14.616.1"
    "InstalledVersion"="3.6.14.616.1"

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\UpdateStatus\Details\3CE954A1-0F41-4D9B-B2F0-58AA75334DFD]
    "Name"="shs"
    "LongName"="Sophos Health"
    "DownloadedVersion"="2.0.4.198"
    "InstalledVersion"="2.0.4.198"

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\UpdateStatus\Details\5CD1A7B6-812E-47A1-A986-3A6D5D5C19F5]
    "Name"="ui64"
    "LongName"="Sophos UI (64-bit)"
    "DownloadedVersion"="1.2.22"
    "InstalledVersion"="1.2.22"

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\UpdateStatus\Details\6DA9E48A-5756-47E9-BAA3-F0286CF945BF]
    "Name"="ssp64"
    "LongName"="Sophos System Protection (64 bit)"
    "DownloadedVersion"="2.6.0.71"
    "InstalledVersion"="2.6.0.71"

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\UpdateStatus\Details\7A91E6C5-57F2-406E-94BC-E03DC13C6445]
    "Name"="clean64"
    "LongName"="Sophos Clean for Windows (64-bit)"
    "DownloadedVersion"="3.7.20.1"
    "InstalledVersion"="3.7.20.1"

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\UpdateStatus\Details\7F682906-6E49-481B-89C5-2DCA36720F4F]
    "Name"="esh64"
    "LongName"="Sophos Endpoint Self Help Installer (64-bit)"
    "DownloadedVersion"="1.0.0.21.2"
    "InstalledVersion"="1.0.0.21.2"

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\UpdateStatus\Details\8087796B-2289-4897-98A5-58FF23DAAFD0]
    "Name"="ntp64"
    "LongName"="Malicious Traffic Detection (64-bit)"
    "DownloadedVersion"="1.3.2.40"
    "InstalledVersion"="1.3.2.40"

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\UpdateStatus\Details\8580B6E7-AD8F-4c42-8085-ABD5765C98C5]
    "Name"="mcsep"
    "LongName"="Sophos Management Communication System for Windows"
    "DownloadedVersion"="4.7.15.0"
    "InstalledVersion"="4.7.15.0"

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\UpdateStatus\Details\8E360AC3-A63E-48C8-AAC0-B02090ED484C]
    "Name"="hbt"
    "LongName"="Sophos Heartbeat for Windows"
    "DownloadedVersion"="4.3.60.60"
    "InstalledVersion"="4.3.60.60"

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\UpdateStatus\Details\CD297D6B-58A5-474F-8A0D-0A15803B8B50]
    "Name"="efw64"
    "LongName"="Sophos Endpoint Firewall Management (64-bit)"
    "DownloadedVersion"="1.0.0.564"
    "InstalledVersion"="1.0.0.564"

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\UpdateStatus\Details\E17FE03B-0501-4aaa-BC69-0129D965F311]
    "Name"="savxp"
    "LongName"="Sophos Anti-Virus for Windows"
    "DownloadedVersion"="10.7.6.117"
    "InstalledVersion"="10.7.6.117"

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\UpdateStatus\Details\ENG]
    "Name"="Sophos Detection Engine"
    "LongName"="Sophos Detection Engine"
    "DownloadedVersion"="3.70.2.0"
    "InstalledVersion"="3.70.2.0"

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\UpdateStatus\Details\SDU]
    "Name"="sdu"
    "LongName"="Sophos Diagnostic Utility"
    "DownloadedVersion"="RECOMMENDED"
    "InstalledVersion"="RECOMMENDED"

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\UpdateStatus\HealthEvents]
    "Context"="rebootoptional"

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Sophos\AutoUpdate\UpdateStatus\VolatileFlags]
    "RebootRequired"=dword:00000000

     

     

     

  • 0 in reply to Nick_SVRMC

    When I try to import the reg file on Windows 10, it says insufficient rights or keys are open...So don't know if it works or not.  So far all installs in the last week have this problem, and when you open the Sophos app it says update failed, and log in Central says update failed.  The odd thing is that in Central when you have the device page open, under agent update status it says successful.  Frustrating how buggy this stuff is.

  • 0 in reply to Charles Rube

    That sounds like a Local policy permissions issue for the RegKey on win10. I would check to make sure there isn't a Group Policy blocking access to Regedit etc.

    I am seeing the same thing for every install I've done too. Hopefully there will be a fix soon, I was just starting a 2500 PC migration to Sophos Central but now we are going to have to hold off until this is fixed....I have about 100 machines all with this same issue from our test push. The regkey has fixed a lot of them but it's not an ideal solution.

  • 0 in reply to Nick_SVRMC

    Although not the recommended way to resolve this if the issue is occurring on mass its likely that the registry errors that are reported is due to this key being protected by "Sophos Endpoint Defence" which is designed to stop users tampering with critical Sophos keys/files/services. You can disable this in central by turning off "Tamper Protection".

    Are these newly deployed machines or machines that were previously in a working state? If newly deployed to you mind sharing how you deployed these machines?

  • 0 in reply to WomboCombo

    here's some stupid fact about this issues on my side and its really started pissing me off!

     

    the services called heartbeat CRAPPED itself,. and now Im stuck because turning tamper off doesn't work anymore, why? because that stupid service doesn't work properly.

    I can't uninstall it, I can't reinstall it, and it failed to update. the service doesnt run, and doesnt talk to cloud! so tamper protection is absolutely useless ! because you can't turn it off.

     

     

    so I kinda went nuts and booted the system in safemode, disabled all services, deleted directories, and deleted key of the cloud,.

    now I CANTTT!! install it, it failed miserably and frankly SO DID I with my research and picking up this brand for my company!

     

     

  • 0 in reply to WomboCombo

    Mine are brand new machines.  I email a link to the user via central, email setup link.  I then click, download and install on the client.

    I can tell that there have been some updates recently as the install graphics have changed.  I'm thinking they introduced some bug along with it.  Now every new install has the WindowsCloudNextGen is missing error and won't update.

    Interestingly, I disabled Tamper Protection on one of the machine and came back to it a few days later.  The update error was gone.

    I just installed a new one though and got the error.  I turned off Tamper Protection and it hasn't fixed, but I'm going to give it a few days and see.

  • 0 in reply to WomboCombo

    I had the same error on a fresh installation with the new installer.

    [E81912] Product version not found. Product: WindowsCloudNextGen

    Only the Major product version was present in the registry. 

    Turning off tamper protection and fixing the product version in the registry did the job for me.

     

    Windows Registry Editor Version 5.00

    [HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Sophos\AutoUpdate\UpdateStatus\CloudSubscriptions\WindowsCloudAV]
    "Version"="11.6.21"

    [HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Sophos\AutoUpdate\UpdateStatus\CloudSubscriptions\WindowsCloudClean]
    "Version"="1.0.42"

    [HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Sophos\AutoUpdate\UpdateStatus\CloudSubscriptions\WindowsCloudHitmanProAlert]
    "Version"="1.0.152"

    [HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Sophos\AutoUpdate\UpdateStatus\CloudSubscriptions\WindowsCloudNextGen]
    "Version"="11.6.23"

  • 0

    I recently spent some time on the phone with Sophos support regarding this issue.

     

    They suggested turning off automatic updates within Central.

    From our Endpoint Protection policies, we go into Update Management policy, and within the settings turn this off.

     

    After turning automatic updates off, I forced an update on one endpoint experiencing these issues and it was resolved almost immediately. Sophos stated this was a known issue, and the solution in the mean time while waiting for a KB to come out, was to disable automatic updates.

     

    This does not affect AV updates or the like, this is just for the Sophos Central Agent, as stated by Sophos support.

     

    Give this a shot and let me know if you have similar results

     

    If my instructions weren't clear, I can go into more detail if needed.

     

    Thank you

  • 0 in reply to Nick Cuddemi

    Did you happen to enter your Activation Key into a Trial Account that had expired?

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