Hi,
As the title mentions, updates through a SSL VPN tunnel aren't working. Seen from Sophos Central, some computers link to Sophos, others to the Update Server. but all mention issues in their logfiles...
The line that wonders me most, is "ERROR No network connectivity. Update cannot continue." …
It can be there is no connectivity to whatever it tries, but there is network available, as the VPN is open … also none of the logs on the Sophos firewall (packetfilter and http) mention anything about blocked content, so we have no clue what it is trying to do, or if the updater just can't find the route through the tunnel...
Any hints on what to look for? Currently support didn't find more to say than "it must be the firewall" …
Is there an option to read the alc.log file when using Sophos Central? Maybe this would make this more clear...
On my computer, today's attempts look like (and even then, Sophos Central currently states "Update Successful"... but the log is exactly the same as a on another computer which is seen as "Update failed")
2020-04-07T07:34:59.376Z [ 8860:15908] [v6.1.356.0] INFO =========================
2020-04-07T07:34:59.376Z [ 8860:15908] [v6.1.356.0] INFO SophosUpdate is starting.
2020-04-07T07:34:59.376Z [ 8860:15908] [v6.1.356.0] INFO AutoUpdate version : 6.1.356.0
2020-04-07T07:34:59.376Z [ 8860:15908] [v6.1.356.0] INFO SophosUpdate version : 6.1.356.0
2020-04-07T07:34:59.376Z [ 8860:15908] [v6.1.356.0] INFO Build : 20190830114005-95a0922451e171e9dc54e46773bc3633f4b6b20b
2020-04-07T07:34:59.376Z [ 8860:15908] [v6.1.356.0] INFO =========================
2020-04-07T07:34:59.376Z [ 8860:15908] [v6.1.356.0] INFO Platform ID: WIN_10_X64 1909 18363.720
2020-04-07T07:34:59.377Z [ 8860:15908] [v6.1.356.0] INFO Platform upgraded: 0
2020-04-07T07:34:59.377Z [ 8860:15908] [v6.1.356.0] INFO Subscription: WindowsCloudNextGen RECOMMENDED 11
2020-04-07T07:34:59.377Z [ 8860:15908] [v6.1.356.0] INFO Subscription: WindowsCloudClean RECOMMENDED 1
2020-04-07T07:34:59.377Z [ 8860:15908] [v6.1.356.0] INFO Subscription: WindowsCloudAV RECOMMENDED 11
2020-04-07T07:34:59.377Z [ 8860:15908] [v6.1.356.0] INFO Subscription: WindowsCloudHitmanProAlert RECOMMENDED 1
2020-04-07T07:34:59.377Z [ 8860:15908] [v6.1.356.0] INFO Subscriptions changed: 0
2020-04-07T07:34:59.377Z [ 8860:15908] [v6.1.356.0] INFO Features: APPCNTRL AV CLEAN CONNECT CORE DLP DVCCNTRL EFW HBT NTP SAV SDU WEBCNTRL XPD
2020-04-07T07:34:59.377Z [ 8860:15908] [v6.1.356.0] INFO Features changed: 0
2020-04-07T07:34:59.380Z [ 8860:15908] [v6.1.356.0] INFO Loading state file C:\ProgramData\Sophos\AutoUpdate\data\status\SophosUpdateStatus.xml
2020-04-07T07:34:59.538Z [ 8860:15908] [v6.1.356.0] ERROR No network connectivity. Update cannot continue.
2020-04-07T07:34:59.538Z [ 8860:15908] [v6.1.356.0] INFO Telemetry::LoadTelemetrySupplement 215: Telemetry Interval set to 86400 seconds
2020-04-07T07:34:59.538Z [ 8860:15908] [v6.1.356.0] INFO Telemetry::LoadDocument 202: C:\ProgramData\Sophos\AutoUpdate\\Config\TelemetryConfig.json loaded
2020-04-07T07:34:59.538Z [ 8860:15908] [v6.1.356.0] INFO Telemetry::LoadTelemetrySupplement 256: Telemetry Interval updated to 86400 seconds
2020-04-07T07:34:59.538Z [ 8860:15908] [v6.1.356.0] INFO Telemetry::CalculateLastTelemtryTime 145: Telemetry last ran at 2020-04-06 08:04:52, Offset 4201, Offset Time 2020-04-06 09:14:53
2020-04-07T07:34:59.538Z [ 8860:15908] [v6.1.356.0] INFO Telemetry::HasTelemetrySchedulePeriodElapsed 164: Telemetry schedule has elapsed.
2020-04-07T07:34:59.538Z [ 8860:15908] [v6.1.356.0] INFO Telemetry::SubmitTelemetry 278: Gathering Telemetry
2020-04-07T07:35:06.409Z [ 8860:15908] [v6.1.356.0] INFO Overwriting state file C:\ProgramData\Sophos\AutoUpdate\data\status\SophosUpdateStatus.xml
2020-04-07T07:35:06.429Z [ 8860:15908] [v6.1.356.0] INFO Verified state file can be loaded.
2020-04-07T07:35:06.430Z [ 8860:15908] [v6.1.356.0] INFO SophosUpdate has completed with the result 2.
2020-04-07T07:35:06.430Z [ 8860:15908] [v6.1.356.0] INFO SophosUpdate is exiting.
Thanks for any info,
Alain
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