Guest User!

You are not Sophos Staff.

Thread Info
  • State Suggested Answer
  • +3 person also asked this people also asked this
  • Locked Locked
  • Replies 14 replies
  • Answers 3 answers
  • Subscribers 16 subscribers
  • Views 23573 views
  • Users 0 members are here
Options
Suggested
This discussion has been locked.
You can no longer post new replies to this discussion. If you have a question you can start a new discussion

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



This thread was automatically locked due to age.
Parents
  • 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.

Reply
  • 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.

Children
No Data
Unfiltered HTML