Guest User!

You are not Sophos Staff.

Thread Info
  • State Verified Answer
  • +1 person also asked this people also asked this
  • Locked Locked
  • Replies 9 replies
  • Subscribers 11 subscribers
  • Views 19809 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

Update Cache - Could not reach cache

Cache

Hi

Hoping someone can help.

I have a cache setup on a server 2016 server and it appears to be providing updates to its self and another server 2016 server. The cloud console does report that those 2 server have updated within the last day.

All my workstations however, running Windows 7, do not update from the Update Cache. Looking at the Update log file it can't connect and just has the following message in the log:

2017-12-10T02:54:05.808Z [ 1256] INFO  CacheEvaluator::Evaluate Analyzing whether to update from Sophos CDN or update cache
2017-12-10T02:54:05.808Z [ 1256] INFO  CacheEvaluator::EvaluateCache Checking access to update cache: (serverFQDN):8191
2017-12-10T02:54:05.855Z [ 1256] INFO  CacheEvaluator::EvaluateCache Could not reach cache: (serverFQDN):8191
2017-12-10T02:54:05.855Z [ 1256] INFO  CacheEvaluator::Evaluate Analysis complete - Using Sophos CDN
 
The server log file which supports that the update cache is working has this:
 
2017-12-10T09:29:23.203Z [ 6652] INFO  CacheEvaluator::Evaluate Analyzing whether to update from Sophos CDN or update cache
2017-12-10T09:29:23.204Z [ 6652] INFO  CacheEvaluator::EvaluateCache Checking access to update cache: (serverFQDN):8191
2017-12-10T09:29:23.320Z [ 6652] INFO  CacheEvaluator::EvaluateCache Successfully connected to cache: (serverFQDN):8191
2017-12-10T09:29:23.321Z [ 6652] INFO  CacheEvaluator::Evaluate Analysis complete - Using update cache: (serverFQDN):8191
2017-12-10T09:29:23.321Z [ 6652] INFO  SDDSDownloader::SyncInternal Updating from cache: (serverFQDN):8191
2017-12-10T09:29:23.321Z [ 6652] INFO  SDDSDownloader::SyncInternal Delta compression enabled
 
How can I get my workstations to use the update cache or try to find out what is preventing them from accessing the update cache?


This thread was automatically locked due to age.
  • 0

    Is port 8191 accessible by the clients and resolvable by the FQDN address referenced in the logs?

    I would suggest have you opened port 8191 on the server but the fact the other server is using it rules out that the port is at least accessible by one remote computer which makes me thing it's more likely a resolution issue for the clients?

    From a "failing" client, can you open a command prompt and type:

    telnet serverfqdn 8191

    Does this make a connection?

    Note: Depending on the OS, you may need to add the telnet client component from Programs and Features.

    Otherwise, I might suggest running Wireshark on the client to see if: 1. The connection to the port succeeds and 2. If it goes on to make a request.

    Regards,

    Jak

     

     

  • 0 in reply to jak

    The port is open, I've manually made the firewall rule and let the Update Cache automatically create it when it has been uninstalled/reinstalled.

    Running telnet appears to establish the connection, I get a blank terminal and no error, FQDN is resolvable as I use the server as my WSUS server also without issue.

     

    Will try and take a look with wireshark tomorrow.

  • 0 in reply to Cache

    Well, this is the range of the capture from my workstation to the update cache which says that it could not reach the update cache.

     

     

    The working server has a much more extensive packet exchange as it obviously does go on to request something.

  • 0

    Don't suppose anyone has any other ideas?

  • 0

    Did you ever get a resolution to this?

  • +1 in reply to Dale Smith

    Yes, I contacted support which then took over a month to get anywhere.

    In the end after the service completely broke, removing the Sophos endpoint completely, renaming the Sophos folder in ProgramData if it still exists and then installing again from a new download of the Setup file and reinstalling update cache seemed to sort it.

  • 0 in reply to Cache

    Sounds like our problems are very similar, although I had issues with new endpoints requested 404'd files from the cache and failing to install.

    I removed all my caches and successfully installed via a new download of the installer. After that, I've installed 1 update cache and now seeing this issue. I've had a case open with very little feedback also.

  • 0 in reply to Dale Smith

    Definitely sounds like it.

     

    Uninstalling and reinstalling the update cache didn't make a blind bit of difference for me, it was uninstalling all parts of Sophos and then reinstalling it all that did finally sorted - whether something else was updated in the background I don't know as I did give them access to the console.

     

    The first thing they did have me do was to stop the update service and update cache service, rename the warehouse folder and then restart the services - at this point the services wouldn't restart which is why a full endpoint reinstall was required.

  • 0 in reply to Cache

    Well discovered on Friday that my Update Cache had stopped working properly again (from Monday) with the same situation of missing files in the customer folder causing the clients to revert to Sophos rather than use the Update Cache.

     

    Reinstalling completely again has given it some life, however it still appears to be missing a customer file again....

Unfiltered HTML