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Nearly half of our endpoints unable to update and present "The security health cannot be reported at the moment" WHY?!!!

rozrohan

Hi All,

Over the last few months more and more of our endpoint clients are failing to update with "Download of WindowsCloudNextGen failed from server http:∕∕dci.sophosupd.com∕update."
along with "The security health cannot be reported at the moment" under the endpoint Status.

Why has this started happening? It is probably 50-60 of our 100+ agents doing it. 

 



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  • 0 in reply to Ron Foster

    Out of interest, if you log into the Sophos Central.  Click on your username at the top right and choose Early Access Programs, which takes you to:

    https://cloud.sophos.com/manage/eap

    Do you have:

    "Intercept X New Features"

    You could subscribe to.  Once subscribed, under the manage page:

    https://cloud.sophos.com/manage/eap/WINDOWS_Q3_2017

    You could try adding that new computer you mention.  This will send down a different updating policy and subscribe you to the BETA of some of the components:

    Print Subscription: WindowsCloudNextGen RECOMMENDED 11 
    Print Subscription: WindowsCloudClean RECOMMENDED 1 
    Print Subscription: WindowsCloudAV RECOMMENDED 11 
    Print Subscription: WindowsCloudHitmanProAlert RECOMMENDED 1 

    might then become:

    INFO Subscription: WindowsCloudNextGen BETA 11
    INFO Subscription: WindowsCloudClean BETA 1
    INFO Subscription: WindowsCloudAV BETA 11
    INFO Subscription: WindowsCloudHitmanProAlert BETA 1

    Does that suffer the same problem with Clean?

    Regards,

    Jak

  • 0 in reply to jak

    Thanks Jak.

    I have not had an opportunity to do this yet.

    I will try and get remote access to the relevant PC and try it.

    In the meantime, I have had a PM from Gowtham advising me to raise a ticket which I have done and submitted an SDU log.

  • 0

    I've had similar problems for months now. I too get the "Download of WindowsCloudNextGen failed from server http://dci.sophosupd.com/update. I've opened multiple support tickets on this issue, and they have been absolutely ZERO HELP. All they keep coming back to is "make sure you have this list of domains/IP's white listed." THAT'S NOT THE ISSUE. The problem is intermittent, and I'm 99% sure it's a problem with Sophos Central. I can hit http://dci.sophosupd.com from my browser. The machines eventually do update themselves before failing again in the future. It is not specific to a particular VLAN or network.

    However, unlike your situation I do not get the problem regarding health not being able to be reported. I've usually seen a reboot clear that up, but I've never seen it en-mass like you are.

  • 0 in reply to jak

    Hi Jak

    Sorry for the delay. Have been able to do as you have suggested and this resolves the issue on that PC.

    So, still appears to be an issue at Sophos, not locally.

    Regards

    R

  • 0 in reply to Ron Foster

    we are also having this issue in our environment too

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