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Endpoints are out-of-date in SEC but are up-to-date

Cherze

Hello,

We have a Sophos Enterprise Console (SEC) v.5.2 on a Windows server 2003. The DB is a MS SQL 2008 on a Windows server 2008 R2 Standard. All the endpoints are at version 9.7.

I have been having a problem for a will with SEC. Once in a will, 40% to 60% of the endpoints shows as if they are out-of-date. As for an example, the computer details of endpoint CS1234 shows that the last successful update is 10/7/2013 12:19:41 PM.  In its alc.log, I see 7 other successful updates since that date. Here is the latest one:

Time: 10/8/2013 9:19:42

Message: AutoUpdate finished

Module: ALUpdate

Process ID: 1068

Thread ID: 4524

Time: 10/8/2013 9:19:41

Message: Installation of Sophos AutoUpdate skipped

Module: ALUpdate

Process ID: 1068

Thread ID: 4524

Time: 10/8/2013 9:19:41

Message: Installation of SAVXP skipped

Module: ALUpdate

Process ID: 1068

Thread ID: 4524

Time: 10/8/2013 9:19:41

Message: Installation of RMSNT skipped

Module: ALUpdate

Process ID: 1068

Thread ID: 4524

Time: 10/8/2013 9:19:41

Message: Downloading phase completed

Module: ALUpdate

Process ID: 1068

Thread ID: 4524

Time: 10/8/2013 9:19:41

Message: Product cache update from primary server successfully finished

Module: CIDUpdate

Process ID: 1068

Thread ID: 4524

Time: 10/8/2013 9:19:41

Message: Downloading product Sophos AutoUpdate from server \\SophosServer\SophosUpdate\CIDs\S330\SAVSCFXP\

Module: CIDUpdate

Process ID: 1068

Thread ID: 4524

Time: 10/8/2013 9:19:40

Message: Product cache update from primary server successfully finished

Module: CIDUpdate

Process ID: 1068

Thread ID: 4524

Time: 10/8/2013 9:19:40

Message: Downloading product SAVXP from server \\SophosServer\SophosUpdate\CIDs\S330\SAVSCFXP\

Module: CIDUpdate

Process ID: 1068

Thread ID: 4524

Time: 10/8/2013 9:19:39

Message: Product cache update from primary server successfully finished

Module: CIDUpdate

Process ID: 1068

Thread ID: 4524

Time: 10/8/2013 9:19:39

Message: Downloading product RMSNT from server \\SophosServer\SophosUpdate\CIDs\S330\SAVSCFXP\

Module: CIDUpdate

Process ID: 1068

Thread ID: 4524

Time: 10/8/2013 9:19:39

Message: ***************          Sophos AutoUpdate started          ***************

Module: ALUpdate

Process ID: 1068

Thread ID: 4524

I don't see any error messages. To me, everything seems fine.

I also looked into the ALUpdate****.log file. Here is the latest update in the file:

Trace(2013-Oct-08 09:19:39): ALUpdate started: -ScheduledUpdate  -NoGUI -RootPath "C:\Program Files\Sophos\AutoUpdate"
Trace(2013-Oct-08 09:19:39): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} has been added.
Trace(2013-Oct-08 09:19:39): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} is not  available from Sophos.
Trace(2013-Oct-08 09:19:39): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} is not  the Spam Rules package.
Trace(2013-Oct-08 09:19:39): Product iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} has not been added.
Trace(2013-Oct-08 09:19:39): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} has been added.
Trace(2013-Oct-08 09:19:39): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is  available from Sophos.
Trace(2013-Oct-08 09:19:39): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is not  the Spam Rules package.
Trace(2013-Oct-08 09:19:39): Product subscription is disabled: iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} action value is:0
Trace(2013-Oct-08 09:19:39): Product iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} has not been added.
Trace(2013-Oct-08 09:19:39): Product iProductData.{3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added.
Trace(2013-Oct-08 09:19:39): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} has been added.
Trace(2013-Oct-08 09:19:39): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  available from Sophos.
Trace(2013-Oct-08 09:19:39): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  the Spam Rules package.
Trace(2013-Oct-08 09:19:39): ConfigurationImpl, considering PMSR 2.6: PureMessage not installed, PMSR package will not be updated without a subscription
Trace(2013-Oct-08 09:19:39): Considering subscribed products.
Trace(2013-Oct-08 09:19:39): Considering product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
Trace(2013-Oct-08 09:19:39): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} is not already subscribed.
Trace(2013-Oct-08 09:19:39): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} was added to the list.
Trace(2013-Oct-08 09:19:39): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2013-Oct-08 09:19:39): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2013-Oct-08 09:19:39): GenerateCustomerID: complete
Trace(2013-Oct-08 09:19:39): IPCBase::IPCBase: Connected to shared memory A32951C539924a12B3C8F2FDA5A268E4
Trace(2013-Oct-08 09:19:39): IPCSender::ProcessSend started
Trace(2013-Oct-08 09:19:39): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2013-Oct-08 09:19:39): RMSMessageHandler: ALUpdateStart
Trace(2013-Oct-08 09:19:39): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2013-Oct-08 09:19:39): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2013-Oct-08 09:19:39): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2013-Oct-08 09:19:39): ALUpdate(AutoUpdate.Started):
Trace(2013-Oct-08 09:19:39): UpdateCoordinator::UpdateNow: Entering
Trace(2013-Oct-08 09:19:39): PopulateCache: Entering
Trace(2013-Oct-08 09:19:39): UpdateCoordinator::UpdateNow: About to Sync list of products
Trace(2013-Oct-08 09:19:39): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
Trace(2013-Oct-08 09:19:39): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started:
Trace(2013-Oct-08 09:19:39): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location
Trace(2013-Oct-08 09:19:39): Calling package_source_init
Trace(2013-Oct-08 09:19:39): TrySyncProduct, Calling BeginSync
Trace(2013-Oct-08 09:19:39): Logging on network access user
Trace(2013-Oct-08 09:19:39): Attempting to make a connection to remote machine \\SophosServer\SophosUpdate\CIDs\S330\SAVSCFXP\
Trace(2013-Oct-08 09:19:39): Connection to remote machine \\SophosServer\SophosUpdate\CIDs\S330\SAVSCFXP\ successful
Trace(2013-Oct-08 09:19:39): ParseCustomerIDFile: completed: 0
Trace(2013-Oct-08 09:19:39): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92}
Trace(2013-Oct-08 09:19:39): CIDUpdateLocation::SyncProduct - Updating Product: RMSNT
Trace(2013-Oct-08 09:19:39): CIDUpdate(SyncProduct.Start): RMSNT, \\SophosServer\SophosUpdate\CIDs\S330\SAVSCFXP\
Trace(2013-Oct-08 09:19:39): Checksum found in master.upd matches cached cidsync.upd : 31251f3f. Skipping download
Trace(2013-Oct-08 09:19:39): CIDUpdate(PrimarySuccess):
Trace(2013-Oct-08 09:19:40): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 1
Trace(2013-Oct-08 09:19:40): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 1
Trace(2013-Oct-08 09:19:40): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
Trace(2013-Oct-08 09:19:40): CIDUpdateLocation::SyncProduct - Updating Product: SAVXP
Trace(2013-Oct-08 09:19:40): CIDUpdate(SyncProduct.Start): SAVXP, \\SophosServer\SophosUpdate\CIDs\S330\SAVSCFXP\
Trace(2013-Oct-08 09:19:40): Checksum found in master.upd matches cached cidsync.upd : 360bb829. Skipping download
Trace(2013-Oct-08 09:19:40): CIDUpdate(PrimarySuccess):
Trace(2013-Oct-08 09:19:41): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
Trace(2013-Oct-08 09:19:41): CIDUpdateLocation::SyncProduct - Updating Product: Sophos AutoUpdate
Trace(2013-Oct-08 09:19:41): CIDUpdate(SyncProduct.Start): Sophos AutoUpdate, \\SophosServer\SophosUpdate\CIDs\S330\SAVSCFXP\
Trace(2013-Oct-08 09:19:41): Checksum found in master.upd matches cached cidsync.upd : 4e8b8359. Skipping download
Trace(2013-Oct-08 09:19:41): CIDUpdate(PrimarySuccess):
Trace(2013-Oct-08 09:19:41): ALUpdate(DownloadEnded):
Trace(2013-Oct-08 09:19:41): UpdateCoordinator::UpdateNow: About to Action list of products
Trace(2013-Oct-08 09:19:41): ALUpdate(Action.Skipped): RMSNT
Trace(2013-Oct-08 09:19:41): ALUpdate(Action.Skipped): SAVXP
Trace(2013-Oct-08 09:19:41): ALUpdate(Action.Skipped): Sophos AutoUpdate
Trace(2013-Oct-08 09:19:42): RMSMessageHandler: ALUpdateEnd
Trace(2013-Oct-08 09:19:42): Sending message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate" />
Trace(2013-Oct-08 09:19:42): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate" />
Trace(2013-Oct-08 09:19:42): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate" />
Trace(2013-Oct-08 09:19:42): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2013-Oct-08 09:19:43): IPCSender::ProcessSend exiting

Is there something in that log that I don't see which could explain why SEC is not accurate?

On the server side, I don't see anything stock into the Envelopes folder related to that endpoint. In the Router-****.log file, the latest entry regarding that endpoint is the following:

07.10.2013 21:20:08 0A2C I Routing to EM: id=00535DC8, origin=Router$CS1234:720111.Agent, dest=EM, type=EM-GetStatus-Reply
07.10.2013 21:20:08 0A1C I Sent message (id=00535DC8) to EM

On the client side, in the Router-****.log file, I see weird things after 10/7/2013 12:19:41 PM:

07.10.2013 12:19:41 0AA0 I Routing to parent: id=0052DF1D, origin=Router$CS1234:720111.Agent, dest=EM, type=EM-EntityEvent
07.10.2013 12:19:41 0A98 I Sent message (id=0052DF1D) to Router$SophosServer
07.10.2013 13:14:35 0A54 I RouterSystemCheck::onInfoPortsUsed() - number of user ports 6, max number of user ports 15360
07.10.2013 14:14:36 0A54 I RouterSystemCheck::onInfoPortsUsed() - number of user ports 6, max number of user ports 15360
07.10.2013 15:14:36 0A54 I RouterSystemCheck::onInfoPortsUsed() - number of user ports 6, max number of user ports 15360
07.10.2013 15:20:14 0AA0 I Routing to parent: id=0053096E, origin=Router$CS1234:720111.Agent, dest=EM, type=EM-GetStatus-Reply
07.10.2013 15:20:14 0A9C I Sent message (id=0053096E) to Router$SophosServer
07.10.2013 16:14:36 0A54 I RouterSystemCheck::onInfoPortsUsed() - number of user ports 6, max number of user ports 15360
07.10.2013 17:14:36 0A54 I RouterSystemCheck::onInfoPortsUsed() - number of user ports 6, max number of user ports 15360
07.10.2013 17:22:21 0AA0 I Routing to parent: id=0053260D, origin=Router$CD1234:720111.Agent, dest=EM, type=EM-GetStatus-Reply
07.10.2013 17:22:21 0A94 I Sent message (id=0053260D) to Router$SophosServer
07.10.2013 18:14:36 0A54 I RouterSystemCheck::onInfoPortsUsed() - number of user ports 6, max number of user ports 15360
07.10.2013 19:14:36 0A54 I RouterSystemCheck::onInfoPortsUsed() - number of user ports 6, max number of user ports 15360
07.10.2013 20:14:36 0A54 I RouterSystemCheck::onInfoPortsUsed() - number of user ports 6, max number of user ports 15360
07.10.2013 21:14:36 0A54 I RouterSystemCheck::onInfoPortsUsed() - number of user ports 6, max number of user ports 15360
07.10.2013 21:20:08 0AA0 I Routing to parent: id=00535DC8, origin=Router$CS1234:720111.Agent, dest=EM, type=EM-GetStatus-Reply
07.10.2013 21:20:08 0A98 I Sent message (id=00535DC8) to Router$SophosServer
07.10.2013 22:14:37 0A54 I RouterSystemCheck::onInfoPortsUsed() - number of user ports 6, max number of user ports 15360
07.10.2013 23:14:37 0A54 I RouterSystemCheck::onInfoPortsUsed() - number of user ports 6, max number of user ports 15360
08.10.2013 00:14:37 0A54 I RouterSystemCheck::onInfoPortsUsed() - number of user ports 6, max number of user ports 15360
08.10.2013 00:20:09 0AA0 I Routing to parent: id=005387F9, origin=Router$CS1234:720111.Agent, dest=EM, type=EM-GetStatus-Reply
08.10.2013 00:20:09 0A9C I Sent message (id=005387F9) to Router$SophosServer
08.10.2013 01:14:37 0A54 I RouterSystemCheck::onInfoPortsUsed() - number of user ports 6, max number of user ports 15360
08.10.2013 02:14:37 0A54 I RouterSystemCheck::onInfoPortsUsed() - number of user ports 6, max number of user ports 15360
08.10.2013 03:14:37 0A54 I RouterSystemCheck::onInfoPortsUsed() - number of user ports 6, max number of user ports 15360
08.10.2013 03:20:09 0AA0 I Routing to parent: id=0053B229, origin=Router$CS1234:720111.Agent, dest=EM, type=EM-GetStatus-Reply
08.10.2013 03:20:09 0A94 I Sent message (id=0053B229) to Router$SophosServer
08.10.2013 04:14:37 0A54 I RouterSystemCheck::onInfoPortsUsed() - number of user ports 6, max number of user ports 15360
08.10.2013 05:14:37 0A54 I RouterSystemCheck::onInfoPortsUsed() - number of user ports 6, max number of user ports 15360
08.10.2013 06:14:37 0A54 I RouterSystemCheck::onInfoPortsUsed() - number of user ports 6, max number of user ports 15360
08.10.2013 06:20:09 0AA0 I Routing to parent: id=0053DC59, origin=Router$CS1234:720111.Agent, dest=EM, type=EM-GetStatus-Reply
08.10.2013 06:20:09 0A98 I Sent message (id=0053DC59) to Router$SophosServer
08.10.2013 07:14:37 0A54 I RouterSystemCheck::onInfoPortsUsed() - number of user ports 6, max number of user ports 15360
08.10.2013 08:14:38 0A54 I RouterSystemCheck::onInfoPortsUsed() - number of user ports 6, max number of user ports 15360
08.10.2013 09:14:38 0A54 I RouterSystemCheck::onInfoPortsUsed() - number of user ports 6, max number of user ports 15360
08.10.2013 10:14:38 0A54 I RouterSystemCheck::onInfoPortsUsed() - number of user ports 6, max number of user ports 15360

I have been having this problem for the last 2 months. I rebooted the SophosServer and the SQLserver on September 25, which helped for 2 weeks. But now the problem is coming back.

At first, I was restarting the Sophos Message Router service on the endpoints, which seemed to help for a day or 2. I don't think that this workaround is viable considering the amount of endpoints. Can someone help me with that issue?

Thank you for your help!

Cherze

:43981


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  • 0

    Hi Christian,

    Do you mean they display Not since ... in the Up to date column?

    Yes, they are displayed in Not since ... in the Up to date column. I have 40% of my endpoints that have Not since 10/8/2013 7:20:48 AM in that column.

    Computer details of endpoint CS1234 shows that the last successful update is 10/7/2013 12:19:41 PM

    This seems to be correct as far as the logs tell.

    Am I misinterpreting the alc.log file? In the snippet of the alc.log, I thought that this was a successful update. So I was expecting to see  DATE:10/8/2013 9:19:42 AM as for the last successful update date in the CS1234 Computer details. What is that file then?

    BTW: I see S330 as subscription tag - how come?

    The endpoints are still at version 9.7.

    And is your setup straight forward - i.e. only one SUM - updating from Sophos - on the management server?

    Yes, we have only one SUM.

    all CIDs (how many?) local on the server?

    We have 5 CIDs

    Recommended subscription(s)?

    We have:

    • Linux v7 Extended Maintenance Recommended
    • Linux v9 Recommended
    • MAC OS X 10.4+ v8 Recommended
    • Windows 2000 and above v10.2 Recommended
    • Windows 2000 and above v9.7 Extended Maintenance Recommended

    Linux v9 and Windows v10.2 are not deployed yet.

    Most of the endpoints have the problem have Windows v9.7 and a few have Linux v7.

    Thanks,

    Cherze

    :44049
Reply
  • 0

    Hi Christian,

    Do you mean they display Not since ... in the Up to date column?

    Yes, they are displayed in Not since ... in the Up to date column. I have 40% of my endpoints that have Not since 10/8/2013 7:20:48 AM in that column.

    Computer details of endpoint CS1234 shows that the last successful update is 10/7/2013 12:19:41 PM

    This seems to be correct as far as the logs tell.

    Am I misinterpreting the alc.log file? In the snippet of the alc.log, I thought that this was a successful update. So I was expecting to see  DATE:10/8/2013 9:19:42 AM as for the last successful update date in the CS1234 Computer details. What is that file then?

    BTW: I see S330 as subscription tag - how come?

    The endpoints are still at version 9.7.

    And is your setup straight forward - i.e. only one SUM - updating from Sophos - on the management server?

    Yes, we have only one SUM.

    all CIDs (how many?) local on the server?

    We have 5 CIDs

    Recommended subscription(s)?

    We have:

    • Linux v7 Extended Maintenance Recommended
    • Linux v9 Recommended
    • MAC OS X 10.4+ v8 Recommended
    • Windows 2000 and above v10.2 Recommended
    • Windows 2000 and above v9.7 Extended Maintenance Recommended

    Linux v9 and Windows v10.2 are not deployed yet.

    Most of the endpoints have the problem have Windows v9.7 and a few have Linux v7.

    Thanks,

    Cherze

    :44049
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