Updating remote users

I have asked this same question to support and gotten 3 different answers. They have been 1. No you have to establish a web cid on your web site, yes (2.) just point to the Sophos update policy and use your EM username and password and when that did not work the answer was  (3) no that does not work and create a web cid on your web server.

A simple FTP location would resolve this issue.  Not sure what or where the hang up is.  My security director will under no terms allow me to point clients to our web server or punch a hole through the firewall to do this.  Now I have to create a complete work around for what should be a standard option available for their customers.

Can any one else confirm they are using the Sophos update connection with their EM credentials to get updates off the internal network, IE for laptop users on the road?  I am beyond frustrated.

I was on the line with Tier 2 on another issue and they absolutely offer web updating via the Sophos connection from the updating policy with a valid "em" username and password.  A reminder from tier 2 all keys are lowercase, I will retest tongiht from home.

Web cid on a web server or other external server is not the only way to provide updates to nosdes off your network.

Same problem here. People On our Corporate network, get Sophos updates. People Off our Corporate network (at home or Field workers) have problems with Sophos updating. The update settings are, First, to a server setup, on our network. Second, to the Sophos site. This seems to be where the problem is. Even when the computer has a connection to the Internet, it either can't get to the Sophos site (??), or it gives a Generic "Update Failed" error, even though it DID get to update everything Except its information to the Enterprise Sophos Console.

I was told, once, that we should uninstall the Enterprise version of  Sophos from the Off network pcs, and install a Standalone version instead. This should Not have to be done. An Enterprise version should be able to protect the Corporate Enterprise assets, Wherever they are used.

There should be a change in the Error messages. It should state that what is Failing, is the connection to the Corporate Sophos Manager, otherwise "you are up-to-date".

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Is there anyway, that a "Failed to update" (local) Endpoint Sophos, would cut off Internet access (wireless or wired), to the pc? I have a Home user, who was Ok on Saturday (wireless), but, now is getting a "Cannot Display Page" from her browser. Her wireless software says she has an "excellent" connection. Her Home pc is up and connected.  Wireless router has been restarted a few times. Home pc still up. Laptop still not communicating.

I would love to be able to get a Remote connection to it. But, if it isn't communicating...........

Any ideas?

Thank you

Mrand

Hello Mrand,

neither the unavailability of the communication with the management server nor a failed update affect the client's network connection. RMS just queues its messages and ALU just logs the error in case of a failed download but otherwise does nothing. Also Sophos doesn't fiddle with your network connection (with two exceptions: 1) Device Control disabling a device if configured to do so - but then you won't get a client-router connection at all , 2) SCF if installed - but then you can expect consistent behaviour). So your home user's issue is likely some other problem.

As said in my other post - if you expect your clients to regularly use Sophos as update location use an interval of at least 1 hour to avoid potentially confusing warnings.

Christian

Good Day,

It's 2012 and I have this same issue where a remote user, who uses a hotspot is not able to update the AV. Where is a good article to resolve this issue? Tech support lines will have you waiting for hours, and there were no defined answers to resolving this issue.

Thank you,

J4 Systems

Hello J4systems,

when you say same issue is it what mrand described in the second part of the post, an apparently total loss of network connectivity - or is it a rather unspecific Updating failed? If the latter, the ALUpdate logs should provide more details.

Christian