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'Base64ecode returned false' error after migration

kk20

migrating from 2008x64 5.2.2 installtion to 2012R2 5.2.2 installation on a new server.  Followed http://www.sophos.com/en-us/medialibrary/PDFs/documentation/sec_52_mgeng.pdf?la=en without any errors.  Got to point 12 where I would be putting the sophos update credentials into the new SUM when I got the 'Base64ecode returned false' error.

I followed the advice in KB article 110570 this does indeed spark a "wizard" but returns the same error. My licence details are the same as the old update server.

I have submitted a request to support and got a 6 point worksheet which didnt work; the sheet was concerned with re-adding the credentials and forcing an update - which is impossible as im having issue with precisely that!  Resubmitted the server logs to sophos and have heard nothing for 2 days. 

Has anyone else had this issue before?  I have come to the conclusion that SUM cannot be migrated - I had issues LAST time I migrated from an old server to a new one (in the end it was easier to delete everything and start again - this was a real pain, if I have to do that now then I might as start looking at another solution other than sophos)

:56632


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  • 0

    Hello kk20,

    there's a similar thread (Sophos Update Manager popup error mentioning Base64Decode returned false), unfortunately without a final post.

    Just a wild guess - wonder if it actually fails to decode the installer-obfuscated SUM password? I'd try the "manually obfuscated" SophosUpdateMgr password or change it.

    Christian

    :56640
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    In the end I solved the issue myself.  Full removal of SUM including registry, then I went through the migration document again.  However, I gave the service account full domain admin privs just until it was working, then removed the domain admin privs from the service account (I needed to manually add the account to the various SUM folders).  All is working now.

    What I must say is that im very displeased with support.  I submitted a ticket and got a fairly quick response, this response consisted of generic information in forcing a refresh of the SUM - the whole issue was that I couldnt perform a single refresh, no other help was returned even after I submitted the logs.

    Thank you for your reply QC, I did see that forum post as it was the only one returned if you google the error and "sophos".  Hopefully if someone else has the issue then my fix will work for them.

    :56765
  • 0

    Hello kk20,

    just curious (less hassle than a reinstall if it'd work) - you didn't try with the manually obfuscated password, did you? .

    Christian

    :56768
  • 0

    I would think you can just:

    1. Close SEC

    2. Stop the Sophos Management Service

    3. In regedit rename:
         HKEY_LOCAL_MACHINE\SOFTWARE\sophos\EE\Management Tools\Private
         to
         HKEY_LOCAL_MACHINE\SOFTWARE\sophos\EE\Management Tools\PrivateOld

    4. Start the Sophos Management Service

    5. Launch SEC and go into each policy of AutoUpdate and re-enter the password.  This will force the management service to re-write out the secure store entry for each password.  You might have to create the Private key but as long as SYSTEM has writes to read/write you're OK.

    6. Then go into the SUM configuration dialogs and enter the password for the accounts to talk to Sophos.

    Essentially anywhere there is a password relating to SUM and AutoUpdate.

    Clearly if you have hundreds of updating policies/SUMs, it might be easier to re-import the values with databackuprestore.

    Regards,

    Jak

    :56788