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Update Cache - Failed to Download

Andy Thompson1

We have deployed an Update Cache to a 2012 R2 server. However, after installing Sophos Central reports "Failed to Download" and the uc.txt file in ProgramData\Sophos\UpdateCache\Logs on the Update Cache server reports the following every few minutes:

[2017-10-04T08:35:45Z] [a3c] Info: [ActiveStateHandler::WaitUntilItIsTimeToRunTheDownloaderAgain:385] Time to run the downloader again
[2017-10-04T08:35:45Z] [a3c] Info: [ActiveStateHandler::LaunchDownloaderProcess:247] Starting downloader from C:\Program Files\Sophos\UpdateCache\UpdateCacheDownloader.exe
[2017-10-04T08:36:14Z] [a3c] Info: [ActiveStateHandler::WaitForDownloaderProcessToEnd:328] Downloader completed (exit code=4)
[2017-10-04T08:36:15Z] [a3c] Info: [FileSystem::AtomicWriteFile:208] Wrote 664 bytes to file C:\ProgramData\Sophos\UpdateCache\Status\downloader_history.xml
[2017-10-04T08:36:15Z] [a3c] Info: [SystemHealth::EvaluateCacheHealth:73] Downloader history has only failures

Any ideas what could be causing this? I've removed the cache and reinstalled and this has made no difference.

Many thanks in advance.



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  • 0

    Hi Andy

    We had a similar issue setting up on-prem caching, our issue turned out to be firewall related.

    Firewall gateway AV had a false positive for downloads from a Sophos IP, so check your firewall logs first even if you've opened up web or put the servers in proxy bypass etc.

    Andrew

  • 0 in reply to Andrew Meek

    Hi Andrew,

    The network that the machines are on does not have a hardware firewall and the Windows Firewall is turned off on the Update Cache server. It does seem strange that it managed to install the Update Cache software on this machine from the cloud but then doesn't seem to be able to connect to download the updates.

  • 0 in reply to Andy Thompson1

    Hi Andy

     

    The updates contain virus definitions that can often trigger false positives, I'm guessing there will be an upstream firewall somewhere even if not on that specific segment, that would be where I'd look first if you have access.

     

    Best of luck I hope you get it sorted.

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  • 0 in reply to Andy Thompson1

    Hi Andy

     

    The updates contain virus definitions that can often trigger false positives, I'm guessing there will be an upstream firewall somewhere even if not on that specific segment, that would be where I'd look first if you have access.

     

    Best of luck I hope you get it sorted.

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