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Enterprise console not updating from Sophos

shtoryu

We are having problems with our Sophos Enterprise Management Console (9). It stopped updating from Sophos on Friday 7th May at 2:14pm. I have logged this with Sophos & have followed the steps in one of the knowledge base articles.

Basically it says downloading binaries & then fails:

Delivery failed for the software subscription 'Recommended'. Access to the source update location is denied or the location is otherwise unavailable.

No configuration changes were made on the servre on Friday 7th

I have deleted the contents of the folders 'Working' & 'warehouse' as recommended in the knowledgebase article but to no avail.

I have logged this twice with Sophos but am not getting any response.

Has anyone else experienced this problem?

:2939


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  • 0

    Hi,

    From your last post, it looks like the data in SEC is becoming stale in part due to RMS problems.  Without the restarting of the Sophos Message Router service did the .msg files in the "Envelopes" directory "\ProgramData\Sophos\Remote Management System\3\Router\Envelopes\" backup?  It sounds like messages were created, queued and not delivered.  Now you are restarting the router regularly, these messages are getting sent up to the server and more accurately representing the status of SUM.  I would expect if they do backup without the router being restarted, the next time you start the router up, they all get delivered?

    The restarting of the RMS service would have no bearing on the ability for SUM to update, unless the reason for the failure was an invalid configuration that a downstream messages from the management server fixed.

    I would suggest to verify SUM is actually updating using the logviewer.exe in "C:\program files\sophos\Enterprise Console\SUM\" first, if you're confident it is, then check on RMS and it's ability to report the correct status up to the management server.

    One thing I found is to ensure that the config file SUM_Status.xml in the same directory as above has the scheduler set to actually do software and data updates (note the IsRunning = 1 for both).  Without this, SUM will only perform updates when you tell it to through SEC.  If they are not 1, check the policy for the SUM in terms of the schedule is correct in SEC and send the configuration back down to, checking these values afterwards to fix it.

    - <StateItem>
  <StringPair name="ID" value="DispatcherPrograms" /> 
  <StringPair name="ObjectType" value="Dispatcher" /> 
  <StringPair name="ObjectList" value="default" /> 
  <StringPair name="IsRunning" value="1" /> 
  <StringPair name="StartOnResume" value="0" /> 
  </StateItem>
- <StateItem>
  <StringPair name="ID" value="DispatcherSupplements" /> 
  <StringPair name="ObjectType" value="Dispatcher" /> 
  <StringPair name="ObjectList" value="default" /> 
  <StringPair name="IsRunning" value="1" /> 
  <StringPair name="StartOnResume" value="0" /> 
  </StateItem>

    Thanks,

    Jak

    :5275
Reply
  • 0

    Hi,

    From your last post, it looks like the data in SEC is becoming stale in part due to RMS problems.  Without the restarting of the Sophos Message Router service did the .msg files in the "Envelopes" directory "\ProgramData\Sophos\Remote Management System\3\Router\Envelopes\" backup?  It sounds like messages were created, queued and not delivered.  Now you are restarting the router regularly, these messages are getting sent up to the server and more accurately representing the status of SUM.  I would expect if they do backup without the router being restarted, the next time you start the router up, they all get delivered?

    The restarting of the RMS service would have no bearing on the ability for SUM to update, unless the reason for the failure was an invalid configuration that a downstream messages from the management server fixed.

    I would suggest to verify SUM is actually updating using the logviewer.exe in "C:\program files\sophos\Enterprise Console\SUM\" first, if you're confident it is, then check on RMS and it's ability to report the correct status up to the management server.

    One thing I found is to ensure that the config file SUM_Status.xml in the same directory as above has the scheduler set to actually do software and data updates (note the IsRunning = 1 for both).  Without this, SUM will only perform updates when you tell it to through SEC.  If they are not 1, check the policy for the SUM in terms of the schedule is correct in SEC and send the configuration back down to, checking these values afterwards to fix it.

    - <StateItem>
  <StringPair name="ID" value="DispatcherPrograms" /> 
  <StringPair name="ObjectType" value="Dispatcher" /> 
  <StringPair name="ObjectList" value="default" /> 
  <StringPair name="IsRunning" value="1" /> 
  <StringPair name="StartOnResume" value="0" /> 
  </StateItem>
- <StateItem>
  <StringPair name="ID" value="DispatcherSupplements" /> 
  <StringPair name="ObjectType" value="Dispatcher" /> 
  <StringPair name="ObjectList" value="default" /> 
  <StringPair name="IsRunning" value="1" /> 
  <StringPair name="StartOnResume" value="0" /> 
  </StateItem>

    Thanks,

    Jak

    :5275
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