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Endpoints not installing updates

James Kimble

I have about 20 endpoints that are down and can't reach the sus.sophosupd.com. 

I've ran a trace and it looks like it doesn't even leave the server. Windows firewall maybe?

Getting errors in the log

2022-06-01T23:01:49.7614145Z WARNING : Error from sus.sophosupd.com/.../ed611b06-0330-4643-9099-146e0c4117bd with proxy: <direct; no proxy>: WinHttpSendRequest failed: The operation timed out (12002)
2022-06-01T23:02:19.7774847Z INFO : Trying update service url sus.sophosupd.com/.../ed611b06-0330-4643-9099-146e0c4117bd with proxy: <direct; no proxy> (try 5 of 5)
2022-06-01T23:03:22.8858468Z WARNING : Error from sus.sophosupd.com/.../ed611b06-0330-4643-9099-146e0c4117bd with proxy: <direct; no proxy>: WinHttpSendRequest failed: The operation timed out (12002)
2022-06-01T23:03:22.8858468Z ERROR : Error: No reachable update service locations
2022-06-01T23:03:22.8858468Z ERROR : DownloadCommand::onRun() failed with std::exception: SDDS3 sync failed
2022-06-01T23:03:22.8858468Z INFO : Command 'Download' completed with failure with reboot code '0' and error message 'Could not download software'.
2022-06-01T23:03:22.8858468Z ERROR : Installation failed.

I have a feeling its network related as this is only a small group but any insight?



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  • +2 verified

    The error code 12002 is returned from the WinHTTP library when making a connection to the server and means the connection timed out:

    WinHttp: 12002 ERROR_WINHTTP_TIMEOUT

    This would suggest the client can resolve sus.sophosupd.com but can't connect to it.

    If the WinHTTP library can't resolve the address being queried for you get 

    WinHttp: 12007 ERROR_WINHTTP_NAME_NOT_RESOLVED

    In this case, I suspect if you open Process Explorer, call update now, check the details of SophosUpdate.exe and look at the TCP/IP tab you will see it stuck in a SYN_SENT state.

    This is most likely due to a firewall. From the client, and from a PowerShell prompt, the output of 

    Test-NetConnection -Port 443 -ComputerName sus.sophosupd.com

    would be interesting. Specifically the TcpTestSucceeded value.

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