Hello,
I recently installed a SUM server on VM windows server 2008R2, the installation finished without error, the server appears in the server devices under Sophos central, I give it the role of cache update but after a few hours I found that it displays an error of the cache status, on the server a message appears every 3 minuts indicates that the sophos cache update has stopped and then restarted without there being a download of the updates.
in the CU.log I got the following error message:
[2018-10-13T07:45:05Z] [fe3c] Info: [FileSystem::AtomicWriteFile:208] Wrote 391 bytes to file C:\ProgramData\Sophos\UpdateCache\Outbound\52670258_status.xml
[2018-10-13T07:45:05Z] [fe3c] Info: [LoadPolicyStateHandler::Run:38] Load Policy state handler running
[2018-10-13T07:45:05Z] [fe3c] Info: [LoadPolicyStateHandler::LoadPolicy:138] Configuring the firewall rule with port 8191
[2018-10-13T07:45:05Z] [fe3c] Info: [FileSystem::AtomicWriteFile:208] Wrote 1123 bytes to file C:\ProgramData\Sophos\UpdateCache\Config\running_config.xml
[2018-10-13T07:45:05Z] [fe3c] Info: [LoadPolicyStateHandler::LoadPolicy:145] Loaded new Policy
[2018-10-13T07:45:05Z] [fe3c] Info: [StateMachine::Run:53] State changing load_policy -> register
[2018-10-13T07:45:05Z] [fe3c] Info: [FileSystem::AtomicWriteFile:208] Wrote 471 bytes to file C:\ProgramData\Sophos\UpdateCache\Outbound\52670274_status.xml
[2018-10-13T07:45:05Z] [fe3c] Info: [RegisterStateHandler::Run:30] Register State Handler Running
[2018-10-13T07:45:06Z] [fe3c] Info: [FileSystem::AtomicWriteFile:208] Wrote 874 bytes to file C:\ProgramData\Sophos\UpdateCache\Config\requestId.txt
[2018-10-13T07:45:06Z] [fe3c] Info: [FileSystem::AtomicWriteFile:208] Wrote 1483 bytes to file C:\ProgramData\Sophos\UpdateCache\Outbound\registration_event.xml
[2018-10-13T07:45:06Z] [fe3c] Info: [StateMachine::Run:53] State changing register -> wait_for_certificate
[2018-10-13T07:45:06Z] [fe3c] Info: [FileSystem::AtomicWriteFile:208] Wrote 483 bytes to file C:\ProgramData\Sophos\UpdateCache\Outbound\52670711_status.xml
[2018-10-13T07:45:06Z] [fe3c] Info: [WaitForCertificateStateHandler::Run:37] Wait for certificate state handler running
[2018-10-13T07:45:06Z] [fe38] Info: [FileSystem::AtomicWriteFile:208] Wrote 1407 bytes to file C:\ProgramData\Sophos\UpdateCache\Temp\temp_certificate.crt
[2018-10-13T07:45:07Z] [fe3c] Info: [StateMachine::Run:53] State changing wait_for_certificate -> install_certificate
[2018-10-13T07:45:07Z] [fe3c] Info: [FileSystem::AtomicWriteFile:208] Wrote 482 bytes to file C:\ProgramData\Sophos\UpdateCache\Outbound\52671725_status.xml
[2018-10-13T07:45:07Z] [fe3c] Info: [InstallCertificateStateHandler::Run:25] Install certificate state handler running
[2018-10-13T07:45:07Z] [fe3c] Info: [InstallCertificateStateHandler::NewCertInstallation:64] Installing the SSL certificate in the system store
[2018-10-13T07:45:22Z] [fe3c] Error: [InstallCertificateStateHandler::NewCertInstallation:71] Caught exception installing certificate. Error - CX509Enrollment::InstallResponse failed: [0x800b010a] Une chaîne de certificats n’a pas pu être établie vers une autorité racine de confiance.
[2018-10-13T07:45:22Z] [fe3c] Info: [InstallCertificateStateHandler::Cleanup:120] Deleting certificate request from the certificate store
[2018-10-13T07:45:22Z] [fe3c] Info: [InstallCertificateStateHandler::Cleanup:130] Deleting response certificate file
[2018-10-13T07:45:22Z] [fe3c] Error: [InstallCertificateStateHandler::Run:36] Certificate installation failed - Unknown exception
[2018-10-13T07:45:22Z] [fe3c] Error: [InstallCertificateStateHandler::Run:42] No certificate is installed. Go to Error state.
[2018-10-13T07:45:22Z] [fe3c] Info: [StateMachine::Run:53] State changing install_certificate -> error
[2018-10-13T07:45:22Z] [fe3c] Info: [FileSystem::AtomicWriteFile:208] Wrote 468 bytes to file C:\ProgramData\Sophos\UpdateCache\Outbound\52686763_status.xml
[2018-10-13T07:45:22Z] [fd44] Info: [SvcInit:192] Service has stopped
[2018-10-13T07:45:22Z] [fd44] Info: [SvcInit:196] The service encounted an error and will be automatically restarted
[2018-10-13T07:47:22Z] [<main>] Info: [wWinMain:63] Service is starting
Please if somone have the solution to resolve this problem please don't hesitate to share it with me.
RQ:the port 8191 and 8190 are opened for Sophos cache and message relay.
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