Guest User!

You are not Sophos Staff.

Thread Info
  • State Verified Answer
  • Locked Locked
  • Replies 4 replies
  • Subscribers 11 subscribers
  • Views 2400 views
  • Users 0 members are here
Options
Suggested
This discussion has been locked.
You can no longer post new replies to this discussion. If you have a question you can start a new discussion

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?



This thread was automatically locked due to age.
Parents
  • 0

    Hi James,

    Thanks for reaching out to the Sophos Community Forum. 

    The easiest way to determine if something on your network is blocking communication would be to use a mobile hot-spot to connect one of the affected devices. If the updates succeed using the mobile hotspot, the white list on your firewall may need to be appended. 

    It looks like the devices in your environment have been updated recently and are now using the latest updating mechanism (SDDS3). Some additions were made to the list, the list can be found below. 
    - Domains and ports to allow

    I was able to locate the specific changes mentioned in the article Sophos Intercept X for Windows: Product architecture changes.

    • sus.sophosupd.com
    • sdds3.sophosupd.com
    • sdds3.sophosupd.net
Reply
  • 0

    Hi James,

    Thanks for reaching out to the Sophos Community Forum. 

    The easiest way to determine if something on your network is blocking communication would be to use a mobile hot-spot to connect one of the affected devices. If the updates succeed using the mobile hotspot, the white list on your firewall may need to be appended. 

    It looks like the devices in your environment have been updated recently and are now using the latest updating mechanism (SDDS3). Some additions were made to the list, the list can be found below. 
    - Domains and ports to allow

    I was able to locate the specific changes mentioned in the article Sophos Intercept X for Windows: Product architecture changes.

    • sus.sophosupd.com
    • sdds3.sophosupd.com
    • sdds3.sophosupd.net
Children
No Data
Unfiltered HTML
Share Feedback
×

Submitted a Tech Support Case lately from the Support Portal?