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Sophos Deployment

Yohane Kasiya

Hello Everyone

I am deploying Sophos Central on the network and I've come across an issue. I downloaded the Installers (Server, Computers, Mac) tested the installers on two standalone laptops and everything works OK, I can see them in the Admin Portal. I tested the installer on one of the servers (member Server) and it worked Ok I can see it in the Admin Console so as the MacOS staller. I've just created an RM CC4 Package using a know computer installer and send it across the network, it installs without any issue but I cannot see any PC in the Console. I then unistalled the package and test a local install. I get the below error.



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Parents

  • I definitely have good Internet connection before you ask. I've also used a Script deployment method on a Vanilla network. The installation completes ok but nothing in the system Tray and nothing in the Admin Central Portal. Tested the local install and same error.

  • in reply to Yohane Kasiya

    The installing user's temp location will have a bootstrap install log can we see that?

    In addition to that file, can you make available the mcsclient log file? Details here: https://community.sophos.com/kb/en-us/119626

    The SophosUpdate.log file under: C:\ProgramData\Sophos\AutoUpdate\Logs\ is also of interest.

    The MCS log should show the registration taking place, i.e. getting a endpoint id.  The next step is getting updating policy, in order to know how to fetch the software, the SophosUpdate.log will show if that is configured as well.

    Regards,

    Jak

Reply
  • in reply to Yohane Kasiya

    The installing user's temp location will have a bootstrap install log can we see that?

    In addition to that file, can you make available the mcsclient log file? Details here: https://community.sophos.com/kb/en-us/119626

    The SophosUpdate.log file under: C:\ProgramData\Sophos\AutoUpdate\Logs\ is also of interest.

    The MCS log should show the registration taking place, i.e. getting a endpoint id.  The next step is getting updating policy, in order to know how to fetch the software, the SophosUpdate.log will show if that is configured as well.

    Regards,

    Jak

Children
  • in reply to jak

    2017-08-29T12:54:49.060Z [ 7220] INFO  WinMain =========================
    2017-08-29T12:54:49.060Z [ 7220] INFO  WinMain SophosUpdate is starting.
    2017-08-29T12:54:49.060Z [ 7220] INFO  WinMain AutoUpdate version      : 5.5.0.26
    2017-08-29T12:54:49.060Z [ 7220] INFO  WinMain SophosUpdate version    : 5.5.0.141
    2017-08-29T12:54:49.060Z [ 7220] INFO  WinMain Build                   : 203431
    2017-08-29T12:54:49.060Z [ 7220] INFO  WinMain =========================
    2017-08-29T12:54:49.060Z [ 7220] INFO  Environment::Print Platform ID: WIN_7_X64
    2017-08-29T12:54:49.060Z [ 7220] INFO  Environment::Print Platform upgraded: 0
    2017-08-29T12:54:49.060Z [ 7220] INFO  Environment::Print Subscriptions changed: 1
    2017-08-29T12:54:49.060Z [ 7220] INFO  Environment::Print Features:
    2017-08-29T12:54:49.060Z [ 7220] INFO  Environment::Print Features changed: 1
    2017-08-29T12:54:49.060Z [ 7220] INFO  WinMain Set process security
    2017-08-29T12:54:49.060Z [ 7220] INFO  WinMain Initialise COM.
    2017-08-29T12:54:49.060Z [ 7220] INFO  WinMain Load config.
    2017-08-29T12:54:49.060Z [ 7220] INFO  WinMain Create registry reporter.
    2017-08-29T12:54:49.060Z [ 7220] INFO  WinMain Create platform reporter.
    2017-08-29T12:54:49.060Z [ 7220] INFO  WinMain Create features reporter.
    2017-08-29T12:54:49.060Z [ 7220] INFO  WinMain Create subscription reporter.
    2017-08-29T12:54:49.060Z [ 7220] INFO  WinMain Load state.
    2017-08-29T12:54:49.060Z [ 7220] INFO  StatePersister::Load State file not present C:\ProgramData\Sophos\AutoUpdate\data\status\SophosUpdateStatus.xml
    2017-08-29T12:54:49.060Z [ 7220] INFO  WinMain Create progress reporter.
    2017-08-29T12:54:49.076Z [ 7220] INFO  WinMain Create language neutral logger.
    2017-08-29T12:54:49.076Z [ 7220] INFO  WinMain Create Update cache evaluator.
    2017-08-29T12:54:49.076Z [ 7220] INFO  WinMain Create downloader.
    2017-08-29T12:54:49.076Z [ 7220] INFO  WinMain Create Health event manager.
    2017-08-29T12:54:49.076Z [ 7220] INFO  WinMain Create installer.
    2017-08-29T12:54:49.076Z [ 7220] INFO  WinMain Create adapter writer.
    2017-08-29T12:54:49.076Z [ 7220] INFO  IPCBase::IPCBase IPCBase::IPCBase: Connected to shared memory A32951C539924a12B3C8F2FDA5A268E4
    2017-08-29T12:54:49.076Z [ 7220] INFO  WinMain Create completion reporter.
    2017-08-29T12:54:49.076Z [ 7220] INFO  WinMain Create update logic.
    2017-08-29T12:54:49.076Z [ 7220] INFO  WinMain Performing update.
    2017-08-29T12:54:49.076Z [ 7220] INFO  UpdateLogic::Update Reporting update start.
    2017-08-29T12:54:49.076Z [ 5052] INFO  `anonymous-namespace'::SenderThreadFn::operator() Sender thread started.
    2017-08-29T12:54:49.076Z [ 5052] INFO  IPCSender::ProcessSend IPCSender::ProcessSend started
    2017-08-29T12:54:49.076Z [ 5052] INFO  IPCSender::ProcessSend IPCSender::ProcessSend: No messages in queue, starting to wait
    2017-08-29T12:54:49.076Z [ 7220] INFO  IPCSender::Write IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
    2017-08-29T12:54:49.076Z [ 5052] INFO  IPCSender::ProcessSend IPCSender::ProcessSend: Listener not ready starting to wait
    2017-08-29T12:54:49.076Z [ 7220] ERROR UpdateLogic::HandleNoPolicy Policy is empty. Update cannot continue.
    2017-08-29T12:54:49.076Z [ 7220] INFO  IPCSender::Write IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>NoLocations</ID><StringID>113</StringID><Sender>SophosUpdate</Sender></ErrorMessage><ReadableMessage>ERROR:   Could not find a source for updated packages</ReadableMessage></Config>
    2017-08-29T12:54:49.076Z [ 7220] INFO  WinMain SophosUpdate has completed with the result 1.
    2017-08-29T12:54:50.090Z [ 5052] INFO  IPCSender::ProcessSend IPCSender::ProcessSend exiting
    2017-08-29T12:54:50.090Z [ 5052] INFO  `anonymous-namespace'::SenderThreadFn::operator() Sender thread finished.
    2017-08-29T12:54:50.090Z [ 7220] INFO  StatePersister::Save Writing state file C:\ProgramData\Sophos\AutoUpdate\data\status\SophosUpdateStatus.xml
    2017-08-29T12:54:54.489Z [ 7416] INFO  WinMain =========================
    2017-08-29T12:54:54.489Z [ 7416] INFO  WinMain SophosUpdate is starting.
    2017-08-29T12:54:54.489Z [ 7416] INFO  WinMain AutoUpdate version      : 5.5.0.26
    2017-08-29T12:54:54.489Z [ 7416] INFO  WinMain SophosUpdate version    : 5.5.0.141
    2017-08-29T12:54:54.489Z [ 7416] INFO  WinMain Build                   : 203431
    2017-08-29T12:54:54.489Z [ 7416] INFO  WinMain =========================
    2017-08-29T12:54:54.489Z [ 7416] INFO  Environment::Print Platform ID: WIN_7_X64
    2017-08-29T12:54:54.489Z [ 7416] INFO  Environment::Print Platform upgraded: 0
    2017-08-29T12:54:54.489Z [ 7416] INFO  Environment::Print Subscriptions changed: 1
    2017-08-29T12:54:54.489Z [ 7416] INFO  Environment::Print Features:
    2017-08-29T12:54:54.489Z [ 7416] INFO  Environment::Print Features changed: 1
    2017-08-29T12:54:54.489Z [ 7416] INFO  WinMain Set process security
    2017-08-29T12:54:54.489Z [ 7416] INFO  WinMain Initialise COM.
    2017-08-29T12:54:54.489Z [ 7416] INFO  WinMain Load config.
    2017-08-29T12:54:54.489Z [ 7416] INFO  WinMain Create registry reporter.
    2017-08-29T12:54:54.489Z [ 7416] INFO  WinMain Create platform reporter.
    2017-08-29T12:54:54.489Z [ 7416] INFO  WinMain Create features reporter.
    2017-08-29T12:54:54.489Z [ 7416] INFO  WinMain Create subscription reporter.
    2017-08-29T12:54:54.489Z [ 7416] INFO  WinMain Load state.
    2017-08-29T12:54:54.489Z [ 7416] INFO  StatePersister::Load Loading state file C:\ProgramData\Sophos\AutoUpdate\data\status\SophosUpdateStatus.xml
    2017-08-29T12:54:54.489Z [ 7416] INFO  WinMain Create progress reporter.
    2017-08-29T12:54:54.504Z [ 7416] INFO  WinMain Create language neutral logger.
    2017-08-29T12:54:54.504Z [ 7416] INFO  WinMain Create Update cache evaluator.
    2017-08-29T12:54:54.504Z [ 7416] INFO  WinMain Create downloader.
    2017-08-29T12:54:54.504Z [ 7416] INFO  WinMain Create Health event manager.
    2017-08-29T12:54:54.504Z [ 7416] INFO  WinMain Create installer.
    2017-08-29T12:54:54.504Z [ 7416] INFO  WinMain Create adapter writer.
    2017-08-29T12:54:54.504Z [ 7416] INFO  IPCBase::IPCBase IPCBase::IPCBase: Connected to shared memory A32951C539924a12B3C8F2FDA5A268E4
    2017-08-29T12:54:54.504Z [ 7416] INFO  WinMain Create completion reporter.
    2017-08-29T12:54:54.504Z [ 7416] INFO  WinMain Create update logic.
    2017-08-29T12:54:54.504Z [ 7416] INFO  WinMain Performing update.
    2017-08-29T12:54:54.504Z [ 7416] INFO  UpdateLogic::Update Reporting update start.
    2017-08-29T12:54:54.504Z [ 6488] INFO  `anonymous-namespace'::SenderThreadFn::operator() Sender thread started.
    2017-08-29T12:54:54.504Z [ 6488] INFO  IPCSender::ProcessSend IPCSender::ProcessSend started
    2017-08-29T12:54:54.504Z [ 6488] INFO  IPCSender::ProcessSend IPCSender::ProcessSend: No messages in queue, starting to wait
    2017-08-29T12:54:54.504Z [ 7416] INFO  IPCSender::Write IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
    2017-08-29T12:54:54.504Z [ 6488] INFO  IPCSender::ProcessSend IPCSender::ProcessSend: Listener not ready starting to wait
    2017-08-29T12:54:54.504Z [ 7416] ERROR UpdateLogic::HandleNoPolicy Policy is empty. Update cannot continue.
    2017-08-29T12:54:54.504Z [ 7416] INFO  IPCSender::Write IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>NoLocations</ID><StringID>113</StringID><Sender>SophosUpdate</Sender></ErrorMessage><ReadableMessage>ERROR:   Could not find a source for updated packages</ReadableMessage></Config>
    2017-08-29T12:54:54.504Z [ 7416] INFO  WinMain SophosUpdate has completed with the result 1.
    2017-08-29T12:54:55.518Z [ 6488] INFO  IPCSender::ProcessSend IPCSender::ProcessSend exiting
    2017-08-29T12:54:55.518Z [ 6488] INFO  `anonymous-namespace'::SenderThreadFn::operator() Sender thread finished.
    2017-08-29T12:54:55.518Z [ 7416] INFO  StatePersister::Save Overwriting state file C:\ProgramData\Sophos\AutoUpdate\data\status\SophosUpdateStatus.xml
    2017-08-30T11:50:00.020Z [ 3904] INFO  WinMain =========================
    2017-08-30T11:50:00.020Z [ 3904] INFO  WinMain SophosUpdate is starting.
    2017-08-30T11:50:00.020Z [ 3904] INFO  WinMain AutoUpdate version      : 5.5.0.26
    2017-08-30T11:50:00.020Z [ 3904] INFO  WinMain SophosUpdate version    : 5.5.0.141
    2017-08-30T11:50:00.020Z [ 3904] INFO  WinMain Build                   : 203431
    2017-08-30T11:50:00.020Z [ 3904] INFO  WinMain =========================
    2017-08-30T11:50:00.020Z [ 3904] INFO  Environment::Print Platform ID: WIN_7_X64
    2017-08-30T11:50:00.020Z [ 3904] INFO  Environment::Print Platform upgraded: 0
    2017-08-30T11:50:00.020Z [ 3904] INFO  Environment::Print Subscriptions changed: 1
    2017-08-30T11:50:00.020Z [ 3904] INFO  Environment::Print Features:
    2017-08-30T11:50:00.020Z [ 3904] INFO  Environment::Print Features changed: 1
    2017-08-30T11:50:00.020Z [ 3904] INFO  WinMain Set process security
    2017-08-30T11:50:00.020Z [ 3904] INFO  WinMain Initialise COM.
    2017-08-30T11:50:00.020Z [ 3904] INFO  WinMain Load config.
    2017-08-30T11:50:00.020Z [ 3904] INFO  WinMain Create registry reporter.
    2017-08-30T11:50:00.020Z [ 3904] INFO  WinMain Create platform reporter.
    2017-08-30T11:50:00.020Z [ 3904] INFO  WinMain Create features reporter.
    2017-08-30T11:50:00.020Z [ 3904] INFO  WinMain Create subscription reporter.
    2017-08-30T11:50:00.020Z [ 3904] INFO  WinMain Load state.
    2017-08-30T11:50:00.020Z [ 3904] INFO  StatePersister::Load Loading state file C:\ProgramData\Sophos\AutoUpdate\data\status\SophosUpdateStatus.xml
    2017-08-30T11:50:00.030Z [ 3904] INFO  WinMain Create progress reporter.
    2017-08-30T11:50:00.030Z [ 3904] INFO  WinMain Create language neutral logger.
    2017-08-30T11:50:00.030Z [ 3904] INFO  WinMain Create Update cache evaluator.
    2017-08-30T11:50:00.030Z [ 3904] INFO  WinMain Create downloader.
    2017-08-30T11:50:00.040Z [ 3904] INFO  WinMain Create Health event manager.
    2017-08-30T11:50:00.040Z [ 3904] INFO  WinMain Create installer.
    2017-08-30T11:50:00.040Z [ 3904] INFO  WinMain Create adapter writer.
    2017-08-30T11:50:00.040Z [ 3904] INFO  IPCBase::IPCBase IPCBase::IPCBase: Connected to shared memory A32951C539924a12B3C8F2FDA5A268E4
    2017-08-30T11:50:00.040Z [ 3904] INFO  WinMain Create completion reporter.
    2017-08-30T11:50:00.040Z [ 3904] INFO  WinMain Create update logic.
    2017-08-30T11:50:00.040Z [ 3904] INFO  WinMain Performing update.
    2017-08-30T11:50:00.040Z [ 3904] INFO  UpdateLogic::Update Reporting update start.
    2017-08-30T11:50:00.040Z [ 3664] INFO  `anonymous-namespace'::SenderThreadFn::operator() Sender thread started.
    2017-08-30T11:50:00.040Z [ 3664] INFO  IPCSender::ProcessSend IPCSender::ProcessSend started
    2017-08-30T11:50:00.040Z [ 3664] INFO  IPCSender::ProcessSend IPCSender::ProcessSend: No messages in queue, starting to wait
    2017-08-30T11:50:00.040Z [ 3904] INFO  IPCSender::Write IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
    2017-08-30T11:50:00.040Z [ 3664] INFO  IPCSender::ProcessSend IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
    2017-08-30T11:50:00.040Z [ 3664] INFO  IPCSender::ProcessSend IPCSender::ProcessSend: No messages in queue, starting to wait
    2017-08-30T11:50:00.040Z [ 3904] ERROR UpdateLogic::HandleNoPolicy Policy is empty. Update cannot continue.
    2017-08-30T11:50:00.040Z [ 3904] INFO  IPCSender::Write IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>NoLocations</ID><StringID>113</StringID><Sender>SophosUpdate</Sender></ErrorMessage><ReadableMessage>ERROR:   Could not find a source for updated packages</ReadableMessage></Config>
    2017-08-30T11:50:00.040Z [ 3904] INFO  WinMain SophosUpdate has completed with the result 1.
    2017-08-30T11:50:00.040Z [ 3664] INFO  IPCSender::ProcessSend IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>NoLocations</ID><StringID>113</StringID><Sender>SophosUpdate</Sender></ErrorMessage><ReadableMessage>ERROR:   Could not find a source for updated packages</ReadableMessage></Config>
    2017-08-30T11:50:00.040Z [ 3664] INFO  IPCSender::ProcessSend IPCSender::ProcessSend: No messages in queue, starting to wait
    2017-08-30T11:50:01.041Z [ 3664] INFO  IPCSender::ProcessSend IPCSender::ProcessSend exiting
    2017-08-30T11:50:01.041Z [ 3664] INFO  `anonymous-namespace'::SenderThreadFn::operator() Sender thread finished.
    2017-08-30T11:50:01.041Z [ 3904] INFO  StatePersister::Save Overwriting state file C:\ProgramData\Sophos\AutoUpdate\data\status\SophosUpdateStatus.xml
    2017-08-30T12:46:34.133Z [ 3064] INFO  WinMain =========================
    2017-08-30T12:46:34.133Z [ 3064] INFO  WinMain SophosUpdate is starting.
    2017-08-30T12:46:34.133Z [ 3064] INFO  WinMain AutoUpdate version      : 5.5.0.26
    2017-08-30T12:46:34.133Z [ 3064] INFO  WinMain SophosUpdate version    : 5.5.0.141
    2017-08-30T12:46:34.133Z [ 3064] INFO  WinMain Build                   : 203431
    2017-08-30T12:46:34.133Z [ 3064] INFO  WinMain =========================
    2017-08-30T12:46:34.133Z [ 3064] INFO  Environment::Print Platform ID: WIN_7_X64
    2017-08-30T12:46:34.133Z [ 3064] INFO  Environment::Print Platform upgraded: 0
    2017-08-30T12:46:34.133Z [ 3064] INFO  Environment::Print Subscriptions changed: 1
    2017-08-30T12:46:34.133Z [ 3064] INFO  Environment::Print Features:
    2017-08-30T12:46:34.133Z [ 3064] INFO  Environment::Print Features changed: 1
    2017-08-30T12:46:34.133Z [ 3064] INFO  WinMain Set process security
    2017-08-30T12:46:34.133Z [ 3064] INFO  WinMain Initialise COM.
    2017-08-30T12:46:34.133Z [ 3064] INFO  WinMain Load config.
    2017-08-30T12:46:34.133Z [ 3064] INFO  WinMain Create registry reporter.
    2017-08-30T12:46:34.133Z [ 3064] INFO  WinMain Create platform reporter.
    2017-08-30T12:46:34.133Z [ 3064] INFO  WinMain Create features reporter.
    2017-08-30T12:46:34.133Z [ 3064] INFO  WinMain Create subscription reporter.
    2017-08-30T12:46:34.133Z [ 3064] INFO  WinMain Load state.
    2017-08-30T12:46:34.133Z [ 3064] INFO  StatePersister::Load Loading state file C:\ProgramData\Sophos\AutoUpdate\data\status\SophosUpdateStatus.xml
    2017-08-30T12:46:34.133Z [ 3064] INFO  WinMain Create progress reporter.
    2017-08-30T12:46:34.148Z [ 3064] INFO  WinMain Create language neutral logger.
    2017-08-30T12:46:34.148Z [ 3064] INFO  WinMain Create Update cache evaluator.
    2017-08-30T12:46:34.148Z [ 3064] INFO  WinMain Create downloader.
    2017-08-30T12:46:34.164Z [ 3064] INFO  WinMain Create Health event manager.
    2017-08-30T12:46:34.164Z [ 3064] INFO  WinMain Create installer.
    2017-08-30T12:46:34.164Z [ 3064] INFO  WinMain Create adapter writer.
    2017-08-30T12:46:34.164Z [ 3064] INFO  IPCBase::IPCBase IPCBase::IPCBase: Connected to shared memory A32951C539924a12B3C8F2FDA5A268E4
    2017-08-30T12:46:34.164Z [ 3064] INFO  WinMain Create completion reporter.
    2017-08-30T12:46:34.164Z [ 3064] INFO  WinMain Create update logic.
    2017-08-30T12:46:34.164Z [ 3064] INFO  WinMain Performing update.
    2017-08-30T12:46:34.164Z [ 3064] INFO  UpdateLogic::Update Reporting update start.
    2017-08-30T12:46:34.164Z [  724] INFO  `anonymous-namespace'::SenderThreadFn::operator() Sender thread started.
    2017-08-30T12:46:34.164Z [  724] INFO  IPCSender::ProcessSend IPCSender::ProcessSend started
    2017-08-30T12:46:34.164Z [  724] INFO  IPCSender::ProcessSend IPCSender::ProcessSend: No messages in queue, starting to wait
    2017-08-30T12:46:34.164Z [ 3064] INFO  IPCSender::Write IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
    2017-08-30T12:46:34.164Z [  724] INFO  IPCSender::ProcessSend IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
    2017-08-30T12:46:34.164Z [  724] INFO  IPCSender::ProcessSend IPCSender::ProcessSend: No messages in queue, starting to wait
    2017-08-30T12:46:34.164Z [ 3064] ERROR UpdateLogic::HandleNoPolicy Policy is empty. Update cannot continue.
    2017-08-30T12:46:34.164Z [ 3064] INFO  IPCSender::Write IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>NoLocations</ID><StringID>113</StringID><Sender>SophosUpdate</Sender></ErrorMessage><ReadableMessage>ERROR:   Could not find a source for updated packages</ReadableMessage></Config>
    2017-08-30T12:46:34.164Z [ 3064] INFO  WinMain SophosUpdate has completed with the result 1.
    2017-08-30T12:46:34.164Z [  724] INFO  IPCSender::ProcessSend IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>NoLocations</ID><StringID>113</StringID><Sender>SophosUpdate</Sender></ErrorMessage><ReadableMessage>ERROR:   Could not find a source for updated packages</ReadableMessage></Config>
    2017-08-30T12:46:34.164Z [  724] INFO  IPCSender::ProcessSend IPCSender::ProcessSend: No messages in queue, starting to wait
    2017-08-30T12:46:35.177Z [  724] INFO  IPCSender::ProcessSend IPCSender::ProcessSend exiting
    2017-08-30T12:46:35.177Z [  724] INFO  `anonymous-namespace'::SenderThreadFn::operator() Sender thread finished.
    2017-08-30T12:46:35.177Z [ 3064] INFO  StatePersister::Save Overwriting state file C:\ProgramData\Sophos\AutoUpdate\data\status\SophosUpdateStatus.xml
    2017-08-31T07:12:46.782Z [ 5612] INFO  WinMain =========================
    2017-08-31T07:12:46.782Z [ 5612] INFO  WinMain SophosUpdate is starting.
    2017-08-31T07:12:46.782Z [ 5612] INFO  WinMain AutoUpdate version      : 5.5.0.26
    2017-08-31T07:12:46.782Z [ 5612] INFO  WinMain SophosUpdate version    : 5.5.0.141
    2017-08-31T07:12:46.782Z [ 5612] INFO  WinMain Build                   : 203431
    2017-08-31T07:12:46.782Z [ 5612] INFO  WinMain =========================
    2017-08-31T07:12:46.782Z [ 5612] INFO  Environment::Print Platform ID: WIN_7_X64
    2017-08-31T07:12:46.782Z [ 5612] INFO  Environment::Print Platform upgraded: 0
    2017-08-31T07:12:46.782Z [ 5612] INFO  Environment::Print Subscriptions changed: 1
    2017-08-31T07:12:46.782Z [ 5612] INFO  Environment::Print Features:
    2017-08-31T07:12:46.782Z [ 5612] INFO  Environment::Print Features changed: 1
    2017-08-31T07:12:46.782Z [ 5612] INFO  WinMain Set process security
    2017-08-31T07:12:46.798Z [ 5612] INFO  WinMain Initialise COM.
    2017-08-31T07:12:46.798Z [ 5612] INFO  WinMain Load config.
    2017-08-31T07:12:46.798Z [ 5612] INFO  WinMain Create registry reporter.
    2017-08-31T07:12:46.798Z [ 5612] INFO  WinMain Create platform reporter.
    2017-08-31T07:12:46.798Z [ 5612] INFO  WinMain Create features reporter.
    2017-08-31T07:12:46.798Z [ 5612] INFO  WinMain Create subscription reporter.
    2017-08-31T07:12:46.798Z [ 5612] INFO  WinMain Load state.
    2017-08-31T07:12:46.798Z [ 5612] INFO  StatePersister::Load Loading state file C:\ProgramData\Sophos\AutoUpdate\data\status\SophosUpdateStatus.xml
    2017-08-31T07:12:46.798Z [ 5612] INFO  WinMain Create progress reporter.
    2017-08-31T07:12:46.813Z [ 5612] INFO  WinMain Create language neutral logger.
    2017-08-31T07:12:46.813Z [ 5612] INFO  WinMain Create Update cache evaluator.
    2017-08-31T07:12:46.813Z [ 5612] INFO  WinMain Create downloader.
    2017-08-31T07:12:46.813Z [ 5612] INFO  WinMain Create Health event manager.
    2017-08-31T07:12:46.813Z [ 5612] INFO  WinMain Create installer.
    2017-08-31T07:12:46.813Z [ 5612] INFO  WinMain Create adapter writer.
    2017-08-31T07:12:46.813Z [ 5612] INFO  IPCBase::IPCBase IPCBase::IPCBase: Connected to shared memory A32951C539924a12B3C8F2FDA5A268E4
    2017-08-31T07:12:46.813Z [ 5612] INFO  WinMain Create completion reporter.
    2017-08-31T07:12:46.813Z [ 5612] INFO  WinMain Create update logic.
    2017-08-31T07:12:46.813Z [ 5612] INFO  WinMain Performing update.
    2017-08-31T07:12:46.813Z [ 5612] INFO  UpdateLogic::Update Reporting update start.
    2017-08-31T07:12:46.813Z [ 5632] INFO  `anonymous-namespace'::SenderThreadFn::operator() Sender thread started.
    2017-08-31T07:12:46.813Z [ 5632] INFO  IPCSender::ProcessSend IPCSender::ProcessSend started
    2017-08-31T07:12:46.813Z [ 5632] INFO  IPCSender::ProcessSend IPCSender::ProcessSend: No messages in queue, starting to wait
    2017-08-31T07:12:46.829Z [ 5612] INFO  IPCSender::Write IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
    2017-08-31T07:12:46.829Z [ 5632] INFO  IPCSender::ProcessSend IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
    2017-08-31T07:12:46.829Z [ 5632] INFO  IPCSender::ProcessSend IPCSender::ProcessSend: No messages in queue, starting to wait
    2017-08-31T07:12:46.829Z [ 5612] ERROR UpdateLogic::HandleNoPolicy Policy is empty. Update cannot continue.
    2017-08-31T07:12:46.829Z [ 5612] INFO  IPCSender::Write IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>NoLocations</ID><StringID>113</StringID><Sender>SophosUpdate</Sender></ErrorMessage><ReadableMessage>ERROR:   Could not find a source for updated packages</ReadableMessage></Config>
    2017-08-31T07:12:46.829Z [ 5612] INFO  WinMain SophosUpdate has completed with the result 1.
    2017-08-31T07:12:46.829Z [ 5632] INFO  IPCSender::ProcessSend IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>NoLocations</ID><StringID>113</StringID><Sender>SophosUpdate</Sender></ErrorMessage><ReadableMessage>ERROR:   Could not find a source for updated packages</ReadableMessage></Config>
    2017-08-31T07:12:46.829Z [ 5632] INFO  IPCSender::ProcessSend IPCSender::ProcessSend: No messages in queue, starting to wait
    2017-08-31T07:12:47.842Z [ 5632] INFO  IPCSender::ProcessSend IPCSender::ProcessSend exiting
    2017-08-31T07:12:47.842Z [ 5632] INFO  `anonymous-namespace'::SenderThreadFn::operator() Sender thread finished.
    2017-08-31T07:12:47.842Z [ 5612] INFO  StatePersister::Save Overwriting state file C:\ProgramData\Sophos\AutoUpdate\data\status\SophosUpdateStatus.xml

  • in reply to Yohane Kasiya

    The computer has yet to receive an updating policy:

    ERROR UpdateLogic::HandleNoPolicy Policy is empty. Update cannot continue.

    As a result you just have AutoUpdate and MCS components installed as these came with the bootstrapper.

    What is taking place in the MCSClient log?  

    Regards,

    Jak

  • in reply to jak

    I can see the Sophos MCS Install Log but where is the MCSClient log?

  • in reply to jak

    McsAgent

    2017-08-31T09:31:00.253Z [ 4064] INFO  The configuration monitor thread was started.
    2017-08-31T09:31:00.253Z [ 4060] INFO  ----------------------------------------------------------------------------------------------------
    2017-08-31T09:31:00.253Z [ 4060] INFO  Starting version 4.1.2.1 of the Sophos MCS Agent service.
    2017-08-31T09:31:00.253Z [ 4060] INFO  ----------------------------------------------------------------------------------------------------
    2017-08-31T09:31:00.253Z [ 4080] INFO  OnStart() called.
    2017-08-31T09:31:00.269Z [ 3084] INFO  StatusReporter thread starting
    2017-08-31T09:31:00.269Z [ 3108] INFO  The configuration monitor thread was started.
    2017-08-31T09:31:00.269Z [ 4080] INFO  Setting: commandPollingInterval = 60.
    2017-08-31T09:31:00.269Z [ 4080] INFO  Setting: policyPollingInterval = 60.
    2017-08-31T09:31:00.269Z [ 4080] INFO  Setting: statusTimeToLive = 43200.
    2017-08-31T09:31:00.269Z [ 4080] INFO  Setting: eventTimeToLive = 1209600.
    2017-08-31T09:31:00.269Z [ 4080] INFO  Setting: diagnosticTrailEnabled = 0.
    2017-08-31T09:31:00.269Z [ 3116] INFO  The command handling thread is starting up.
    2017-08-31T09:31:00.269Z [ 4080] INFO  The Windows event log has been initialized.
    2017-08-31T09:31:00.284Z [ 3124] INFO  Dll name C:\Program Files (x86)\Sophos\Management Communications System\Endpoint\McsAdapter.dll successfully opened.
    2017-08-31T09:31:00.284Z [ 3124] INFO  Dll name C:\Program Files (x86)\Sophos\Management Communications System\Endpoint\McsAdapter.dll successfully opened.
    2017-08-31T09:31:00.284Z [ 3124] WARN  3005: Services::GetAdapterData(), data item name referencePolicy is unknown
    2017-08-31T09:31:00.284Z [ 3124] INFO  MCS adapter loaded
    2017-08-31T09:31:02.312Z [ 3124] INFO  Dll name C:\Program Files (x86)\Sophos\AutoUpdate\AUAdapter.dll successfully opened.
    2017-08-31T09:31:02.312Z [ 3124] INFO  Dll name C:\Program Files (x86)\Sophos\AutoUpdate\AUAdapter.dll successfully opened.
    2017-08-31T09:31:02.328Z [ 3124] INFO  SAUAdapter - SAU IPCBase::IPCBase: Initialising shared memory A32951C539924a12B3C8F2FDA5A268E4
    2017-08-31T09:31:02.328Z [ 1636] INFO  SAUAdapter - SAU IPCListener::Wait started
    2017-08-31T09:31:02.328Z [ 3124] WARN  3005: Services::GetAdapterData(), data item name SAUPolicy is unknown
    2017-08-31T09:31:02.328Z [ 1636] INFO  SAUAdapter - SAU IPCListener::Wait Waiting for more messages
    2017-08-31T09:31:02.328Z [ 3124] INFO  SAUAdapter - SAU AdapterImpl: Could not construct the adapter. MalformedXML: Empty document
    2017-08-31T09:31:02.328Z [ 3124] INFO  SAUAdapter - SAU Returning Adapter: 00BF1778
    2017-08-31T09:31:02.328Z [ 3124] INFO  SAUAdapter - SAU RegisterStateObserver : 00BEC5B0
    2017-08-31T09:31:02.328Z [ 3124] INFO  SAUAdapter - SAU RegisterConfigStateObserver : 00BEC5B4
    2017-08-31T09:31:02.328Z [ 3124] INFO  SAUAdapter - SAU RegisterEventObserver : 00BEC5DC
    2017-08-31T09:31:02.328Z [ 3124] INFO  ALC adapter loaded
    2017-08-31T09:31:02.328Z [ 3124] INFO  SAUAdapter - SAU AdapterImpl::GetStatus called
    2017-08-31T09:31:02.328Z [ 3124] INFO  SAUAdapter - SAU AdapterImpl::GetConfiguration called
    2017-08-31T09:31:05.373Z [ 3748] INFO  SAUAdapter - SAU AdapterImpl: Notifying agent of configuration change
    2017-08-31T09:31:05.373Z [ 3748] WARN  ALC notified Agent of config change through deprecated configuration observer
    2017-08-31T09:31:05.373Z [ 3748] INFO  SAUAdapter - SAU AdapterImpl: Notifying agent of status change: <?xml version="1.0" encoding="utf-8" ?><status xmlns="com.sophos\mansys\status" type="sau"><CompRes xmlns="com.sophos\msys\csc" Res="NoRef" policyType="1" /><autoUpdate xmlns="http://www.sophos.com/xml/mansys/AutoUpdateStatus.xsd" version="5.5.0"><endpoint id="0c4d46e6-4210-57c0-b54c-2fb924ef43aa" /></autoUpdate></status>
    2017-08-31T09:31:05.373Z [ 3748] INFO  ALC state observer notified that ALC is running

  • in reply to Yohane Kasiya

    McsClient

    0435.McsClient_.txt

    [Edited by  and moved log extract into a text file attachment]

  • in reply to Yohane Kasiya

    Do you have the MCSClient log?

  • in reply to jak

    I did post it but it has been removed, it has been marked as inappropriate, Sorry

  • in reply to Yohane Kasiya

    Hello there

     

    Anything from the McsClient file of interest

  • in reply to Yohane Kasiya

    Yes, you have have a device that is performing SSL inspection.

    "Issuer Smoothwall-default-root-certificate-authority"

    Can you exclude the Sophos MCS addresses from this?

    As per:
    https://community.sophos.com/kb/en-us/119263

    *.sophos.com 
    *.sophosupd.com
    *.sophosupd.net
    *.sophosxl.net
    ocsp2.globalsign.com
    crl.globalsign.com

     

    Regards,

    Jak

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