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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

    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?

  • 0 in reply to Dominic Lisi

    No, but what makes you suggest that?

  • 0 in reply to Nick Cuddemi

    i recently experienced an expired cloud Trial portal which was then licensed giving "Product is missing windowscloundnextgen" in the sophosupdate.log for all endpoints, initial install ran fine but subsequent updates failed (silently) in the background unless you happen to check the individual events for each endpoint or the UI on the endpoint when running a manual update. 

    You could fix an endpoint with the previously mentioned registry keys, (i only needed to change the product versions in the CloudSubscription from the base Version to the full major+minor Version)

    eg from "11" to 11.6.10.5"

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

    once these were changed the Agent would update correctly.

    However this was not a satisfactory solution in my eyes, so a brand new Trial portal was created and with the account managers help the license migrated, this new portal ran without issues.

  • 0 in reply to Dominic Lisi

    I thought this was a Brand New agent...?? I keep getting email about agents being updated>>> No Matter What>>>>in 14 days.

    So Sophos has released this agent with a KNOWN BUG?? Seriously??

    Now that I have Automatic Updated turned OFF... should I let these agents update or keep them where they are?

    What ramification...what services will stop, what service will now be missing, what services will not be running on reboot. Will the auto agent deploy in 14 days have Wincloudnextgen download issue?

    Who knows...eh??

     

    LETS FACE IT, SOPHOS IS A CRAP SHOOT AT BEST.

Reply
  • 0 in reply to Dominic Lisi

    I thought this was a Brand New agent...?? I keep getting email about agents being updated>>> No Matter What>>>>in 14 days.

    So Sophos has released this agent with a KNOWN BUG?? Seriously??

    Now that I have Automatic Updated turned OFF... should I let these agents update or keep them where they are?

    What ramification...what services will stop, what service will now be missing, what services will not be running on reboot. Will the auto agent deploy in 14 days have Wincloudnextgen download issue?

    Who knows...eh??

     

    LETS FACE IT, SOPHOS IS A CRAP SHOOT AT BEST.

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