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not updating

briansnape

hi there i am having problems on one of my PC Sophos endpoint updating. i have reinstalled version 10.3 but it doesn't want to auto update. ive renewed licence first machine working fine seems to be updating fine but second computer just fails updates



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  • 0

    Hello briansnape,

    please start with the updating log (from the GUI, section Updating, View updating log) - a screenshot could help a lot to find the productive questions to ask, not updating is too little to work with. 

    Christian

  • 0 in reply to QC
    i work at a dental practice sorry not tech savi i tried screen shot this computer is against me today and didnt want to do it. we had someone come and renew licence on 15th oct it works fine on one but not the other its not updating but previous tho this not been updating since feb i noticed. he managed to get it up to latest verison but its not auto updating or trying to by the looks of it.

    Time: 15/10/2015 12:53:38
    Message: AutoUpdate finished
    Module: SophosUpdate
    Process ID: 2028
    Thread ID: 3668
    Time: 15/10/2015 12:53:38
    Message: Downloading phase completed
    Module: Update
    Process ID: 2028
    Thread ID: 3668
    Time: 15/10/2015 12:53:38
    Message: ERROR: Download of Endpoint Security and Control failed from server Sophos
    Module: Update
    Process ID: 2028
    Thread ID: 3668
    Time: 15/10/2015 12:53:38
    Message: Could not connect to the server. Check that this computer is connected to the network and that Sophos AutoUpdate is configured to update from the correct location with the correct credentials and proxy details (if required)
    Module: Update
    Process ID: 2028
    Thread ID: 3668

    Time: 15/10/2015 12:53:26
    Message: Downloading product Endpoint Security and Control from server Sophos
    Module: Update
    Process ID: 2028
    Thread ID: 3668

    Time: 15/10/2015 12:53:19
    Message: *************** Sophos AutoUpdate started ***************
    Module: SophosUpdate
    Process ID: 2028
    Thread ID: 3668
    Time: 10/02/2015 10:26:51
    Message: Installing Product SAVXP
    Module: ALUpdate
    Process ID: 2388
    Thread ID: 2276
    Time: 10/02/2015 10:26:51
    Message: Downloading phase completed
    Module: ALUpdate
    Process ID: 2388
    Thread ID: 936
    Time: 10/02/2015 10:24:41
    Message: Downloading product Sophos Endpoint Security and Control from server sophos
    Module: SDDS2Update
    Process ID: 2388
    Thread ID: 936
  • 0 in reply to briansnape

    Hello briansnape,

    you're correct - the previous entries from February suddenly stop - can't say what happened then. No one noticed it's not updating?  
    Anyway, just to explain what you see here (the log is bottom up, newest entries on top):
    Check that this computer is connected to the network - guess it is
    the correct location - is apparently set (if indeed it should update directly from Sophos) as the next message says: failed from server Sophos
    correct credentials and proxy     - rarely configured (therefor the if required) so the most likely cause are incorrect credentials (i.e. username and password)

    Did this someone enter the credentials and also check that both computers are updating? And since the 15th the entries show always the same error?

    Christian

  • 0 in reply to QC
    hi he didn't supply the credentials straight away i had to ask for them as he did the updating of licence it at his end not one sight. i have noticed it is the same password and username as same as original one supplied with old licence 3 years ago however i put that in and it didnt work i also noticed though second computer which is working properly has a different username which i also tried and it didnt work but that might be because the password also has changed and i dont know what it is.
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  • 0 in reply to QC
    hi he didn't supply the credentials straight away i had to ask for them as he did the updating of licence it at his end not one sight. i have noticed it is the same password and username as same as original one supplied with old licence 3 years ago however i put that in and it didnt work i also noticed though second computer which is working properly has a different username which i also tried and it didnt work but that might be because the password also has changed and i dont know what it is.
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