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Shh/Updater problem

AndyE

I have been trying to get my network [12 clients (win 7) and one server (win2008)] to funcyion again. My sophos Enterprise Console is version 4.0.0.2362 and Endpoint Security is ver 9.5. I have tried following the various "fixes" that Sophos staff have sent to me but I get stumped on the first step.

In Enterprise Console I must activate Sophos Live Protection from the View/Edit Policy, unfortunately there is no button for this in my version. Am I doing something wrong or being stupid. I have watched the video of how to do this and my version does not have the Sophos Live  Protection button in the Policy window. 

If anyone could help I will be eternally grateful.

Many thanks in advance.

PS I am not an IT expert, just a normal guy so please bear that in mind when / if you reply :)

:32927


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  • 0

    Looking into this now, will keep you posted.

    :33115
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    Could you run the vb script on one of the failing machines with the following parameters:

    cscript.exe //nologo FixUpdate.vbs /fixIssues:true /useSophosCid:true /verbose:true /restoreMovedFiles:true /logPath:"C:\" > C:\Fixissues.txt

    Then have the “Fixissues.txt” file attached to your support call, then I can have some Devs look into it. Thank you. 

    [edited to target a single machine rather than all]

    :33119
  • 0

    Hi again JoltCube,

    Apolgise for my absence, but had another emergency come up. This whole thing has got beyond my limited knowledge of computers so too the decision to get in an IT specialist to help out.

    What he has done now is upgraded the SEC to ver 5.0.0.8, all went well, from following the instructions posted on the article #118328, except now we are having difficulty in getting the SEC to update the latest definitions. Do you have any ideas on what we can do for this ?

    Thanks again for your help

    :33229
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    Could you confirm if the following location is available and has a SAVXP folder in it:

    on 2k8 or later:

    C:\ProgramData\Sophos\Update Manager\Update Manager\CIDs\s000

    prior to 2k8 (may be different dependant on language)

    C:\Documents and Settings\All Users\Application Data\Sophos\Update Manager\Update Manager\CIDs\S000

    If this exists the SUM is in fact working correctly, you may want to try deleting all of the contents of the following folders a couple of levels up from these folders and then forcing an "Update Now" from the SUM manager view:

    \Update Manager\Working

    \Update Manager\Update Manager\Warehouse

    If SUM has an issue with cached data this should flush the operation.

     If this fails please try using the following:

    http://www.sophos.com/en-us/support/knowledgebase/118329.aspx

    HTH

    :33233
  • 0

    Yes I can confirm that this folder exists and the SAVXP folder is there, and on the latest download of definitions and now the javab-jd definition is listed, so we are making progress ;) 

    Will try the deleting method and get back to you with any results.

    Again my thanks for your help and assistance

    :33239
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    OK we have deleted the contents of Working and Warehouse, and are doing an forced update from SUM, but straight away there is an alert "software not available" but under the "download status" there is "downloading binaries", so it is doing something. Is this alert something to be worried about?

    :33243
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    Hello AndyE,

    software not available

    please open the Update Manager Details - you should find the details for the alert (time of occurrence, which subscription(s) and software version it applies to). Usually appears if you either subscribed to a (fixed) version which has been retired or your license has changed and your current one does not include a product you have selected with the old one.

    Christian

    :33245
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    Hi Christian,

    Many thanks for your input and this is what the message said

     "Delivery failed for software subscription [subscription-name]. Access to the source update location is denied or the location is otherwise unavailable"

    Think there is some issue when we upgraded to ver 5. 

    We will get hold of Sophos direct and see if we can resolve the issue. Our subscription is valid until Aug 2013 so think it must be some sort of glitch in the admin side. Will let you know once we have sorted it out

    Thanks again

    :33251
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    Hello AndyE,

    Delivery failed for software

    that's the "usual" message you see - can't say right now if you get the not available also when the initial download failed (I don't think so if article 117262 is correct). Is it just one subscription (and other than Recommended) or your only? You've noticed the Software subscription list - does it say Never for Last successful download? I can imagine that you're not in the mood for more troubleshooting right now but normally it's not too hard to deal with this. 

    First suggestion (without consulting the logs) is the article 66176 - item 4. under What To Do. Don't be confused by the mention of parent.

    Christian

    :33259
  • 0

    Hi Christian,

    Many thanks for your suggestions, we did get hold of Sophos and they recommended that we restart the server, this we did and it appears to be OK now, the definitions are all up to date and it is slowly deploying the new versions to all the other work stations.

    It was just an alert and but appears to be working normally.

    Can you tell me how to get the Software Suscription list as I have no idea where it is?

    Cheers and thanks

    :33265