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Auto-update has stopped working

dennisl

One of our client computers hasn't updated since 15 April.

I've tried triggering an update without success. The Auto-update service on the computer is running ok.

Please see attached logs.

Any help on this would be appreciated.

Dennis



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  • 0

    Hello Dennis,

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

    Christian

  • 0 in reply to QC

    Hi Christian,

    Please advise how I attach log files?

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

     

    Thanks

    Dennis

  • 0 in reply to dennisl

    Hello Dennis,

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

    Christian

  • 0 in reply to QC

    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

  • 0 in reply to dennisl

    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

  • 0 in reply to QC

    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

     

  • 0 in reply to dennisl

    Hello  

    A computer would be out of date because the AutoUpdate service or any other service may not be running, and it could be due to a failed update at some point.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

  • +1 in reply to dennisl

    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\
Reply
  • +1 in reply to dennisl

    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\
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