Auto-update has stopped working

Hello Dennis,

I can't see any logs (ALUpdate would be a good one).

Christian

Hi Christian,

Please advise how I attach log files?

I tried dragging them in earlier but it didn't seem to work

Thanks

Dennis

Hello Dennis,

dragging should work, which browser? From the editor menu Insert image/video/file is an alternate option, choose From File upload. 

Christian

Hi Christian

At the moment I'm on Firefox.Here are the 2 logs I found in the Logs folder but there's no ALUpdate though.

Is it in a different location?

Dennis

3125.Logs.zip

Hello Dennis,

ah, this is Central. this is the log (it's called ALUpdate in the on-premise SESC). It might be expedient to move this thread to the Central forum. Please join the Central group so that this thread can be moved if apt,
Anyway, I see no obvious error in the updating log, the client seems to be fine. Where does it say the client hasn't updated, Central Admin or locally?

Christian

Hi Christian

In the console as attached . Sorry still not sure exactly where the log is. Assume it's somewhere in Logs & Reports?

I've joined the other forum

Kindly advise how it can be moved over?

Dennis

Hello dennisl 

A computer would be out of date because the AutoUpdate service or any other service may not be running, and it could be due to a failed update at some point.

Please have a look at this article to help identify and possibly troubleshoot the issue: LINKY

edit: We have also moved your post to the Central forum.

Hi Dennis,

From the logs you initially sent it looks like it might be an issue with a Sophos Anti-Virus update.  I'd suggest trying the following:

1. Disable Tamper Protection on the machine
2. Rename the following folders
   
   1. C:\ProgramData\Sophos\AutoUpdate\cache\
   2. C:\ProgramData\Sophos\AutoUpdate\data\warehouse\
3. Force an update on the endpoint and wait for this to complete
4. If this still fails, collect a copy of these newest logs for us to analyze:
   1. C:\ProgramData\Sophos\AutoUpdate\Logs\SophosUpdate.log
   2. Sophos Anti-Virus Major Install log, Sophos Anti-Virus CustomActions Log, and Sophos Anti-Virus Uninstall Log all located under C:\Windows\Temp\

Thanks MEric

If I can't get the user to do it this afternoon, I'll report back in the morning

Dennis

Renamed the folders as suggested & the computer updated successfully.

Many thanks for your assistance.