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Failed Installation:

Hi All,

We tried to install Sophos Intercept X Advance on 4 of our PC. And upon checking the error. this points me to the error below

On the CloudInstaller.log

2020-04-24T09:58:42.6284487Z INFO : SUL info: [I19464] Syncing file e9730d3ac53bd368e5b864b4b9ad7b65x000.dat: 35089 bytes: sfs64/signerrep.dat
2020-04-24T09:58:43.6658625Z INFO : SUL info: [I19464] File e9730d3ac53bd368e5b864b4b9ad7b65x000.dat: sync failed
2020-04-24T09:58:43.6668598Z INFO : SUL info: [I19464] Syncing file enc/e9730d3ac53bd368e5b864b4b9ad7b65x000.dat: 35089 bytes
2020-04-24T09:58:44.4993261Z INFO : SUL info: [I19464] File enc/e9730d3ac53bd368e5b864b4b9ad7b65x000.dat: sync failed
2020-04-24T09:58:44.4993261Z WARNING : SUL error: [E35582] [DetailedException: File copy failed. [File: 'enc/e9730d3ac53bd368e5b864b4b9ad7b65x000.dat' ] [From: 'http://lnc-hyperv01.profriends.com:8191/sophos/warehouse/enc/e9730d3ac53bd368e5b864b4b9ad7b65x000.dat' ] [To: 'C:/ProgramData/Sophos/CloudInstaller/AutoUpdatePreparation/data/Warehouse/enc/e9730d3ac53bd368e5b864b4b9ad7b65x000.dat' ] ]
2020-04-24T09:58:44.5302428Z ERROR : DownloadCommand::onRun() failed with std::exception: Session::synchronize failed with error code 4
2020-04-24T09:58:44.5312544Z INFO : Command 'Download' completed with failure with reboot code '0' and error message 'Could not download software'.
2020-04-24T09:58:44.5312544Z ERROR : Installation failed.

I hope you can help me on this matter. SDU is available upon request

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0 Shweta over 5 years ago

Hi _Vic

Typically when we see a "Session:: synchronize failed with error code 4" it is likely an issue with the environment or an issue with the computer's connection in the environment.

From the affected computer, can you test to see if it can communicate out to these domains or if they are whitelisted?

Shweta

Community Support Engineer | Sophos Technical Support
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0 _Vic over 5 years ago in reply to Shweta

it is whitelisted on the firewall with no blockings and rule #1
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0 Jasmin over 5 years ago in reply to _Vic

Hi _Vic

Thank you for the information.

If the firewall has all the domains whitelisted, then it should work without any issue.

Would you please check the endpoints connectivity? Please check the other machine, whether you are able to ping the above domains or not, where Sophos is installed and working fine.

There is an issue with System's connectivity as Shweta mentioned above.

Regards,

Jasmin
Community Support Engineer | Sophos Support
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0 Jasmin over 5 years ago in reply to _Vic

Hi _Vic

Thank you for the information.

If the firewall has all the domains whitelisted, then it should work without any issue.

Would you please check the endpoints connectivity? Please check the other machine, whether you are able to ping the above domains or not, where Sophos is installed and working fine.

There is an issue with System's connectivity as Shweta mentioned above.

Regards,

Jasmin
Community Support Engineer | Sophos Support
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0 _Vic over 5 years ago in reply to Jasmin

We try to ping the following domain but it is failed. What action we have done is change the DNS Server to 8.8.8.8 and it works fine. Is the DNS Server having a problem resolving DNS?

I ping this using my personal PC. But it's also the same on the end-user when the end-user ping the following domains.
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0 _Vic over 5 years ago in reply to Jasmin
I also tried to whitelist the following domains on the firewall.

dci.sophosupd.com

d1.sophosupd.com

d2.sophosupd.com

d3.sophosupd.com

dci.sophosupd.net

d1.sophosupd.net

d2.sophosupd.net

d3.sophosupd.net

t1.sophosupd.com

sdu-feedback.sophos.com

sophosxl.net

4.sophosxl.net

samples.sophosxl.net

ocsp.globalsign.com

ocsp2.globalsign.com

crl.globalsign.com

crl.globalsign.net

ocsp.digicert.com

crl3.digicert.com

crl4.digicert.com
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0 Jasmin over 5 years ago in reply to _Vic

Hi _Vic

Exactly, there is an issue with your DNS server. If you'll continue the installation keeping the DNS server IP to 8.8.8.8, your installation should succeed.

Regards,

Jasmin
Community Support Engineer | Sophos Support
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0 _Vic over 5 years ago in reply to Jasmin

By the way, the current setup we have a update cache and message.
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0 Jasmin over 5 years ago in reply to _Vic

Hi _Vic

You need to use the below command. Install using a Message Relay:

SophosSetup.exe --messagerelays=192.168.10.100:8190

There is no command-line option regarding installation from an update cache. The installer will automatically assess connectivity to any update caches set up in the Central account and install from them if appropriate.

You have to use the above-mentioned command in order to install that on the endpoint.

Regards,

Jasmin
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0 _Vic over 5 years ago in reply to Jasmin

Basically, I need to run this in the CLI on windows?
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0 Jasmin over 5 years ago in reply to _Vic

Hi _Vic

Yes, exactly, you need to run the command from the elevated command prompt.

Regards,

Jasmin
Community Support Engineer | Sophos Support
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0 _Vic over 5 years ago in reply to Jasmin

This is noted. We'll update you once this is done.
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0 Jasmin over 5 years ago in reply to _Vic

Hi _Vic

Please let us know once you have completed the steps.

Regards,

Jasmin
Community Support Engineer | Sophos Support
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