Auto Update Failure

Hello mr_ivoryz ,

the first place to turn to is your site's Sophos administrator (assuming you are an "end-user"). There is no general update configuration, it's always site-specific.

Christian

Christian,

My University allows students to download the software as part of the IT Software for students. Do i need to contact my IT department about updating it? Would the university be my administrator?

Would the university be my administrator?

Guess so. A working configuration should either be supplied with the download or come with the documentation.

Christian

Christian,

Thanks, I will look into this!

Dear Christian,

I'm having a similar issue, I tried from different connections and still got the same problem (no firewall configured, internet browsing OK) Here is my latest log :

Trace(2011-Oct-09 08:58:41): IPCSender::ProcessSend: Listener not ready starting to wait
Trace(2011-Oct-09 08:58:42): IPCSender::ProcessSend exiting
Trace(2011-Oct-09 09:02:49): ALUpdate started: -ManualUpdate  -NoGUI -RootPath "C:\Program Files (x86)\Sophos\AutoUpdate"
Trace(2011-Oct-09 09:02:49): Product subscription is disabled: iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} action value is:0
Trace(2011-Oct-09 09:02:49): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} has not been added.
Trace(2011-Oct-09 09:02:49): Product subscription is disabled: iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} action value is:0
Trace(2011-Oct-09 09:02:49): Product iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} has not been added.
Trace(2011-Oct-09 09:02:49): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} has been added.
Trace(2011-Oct-09 09:02:49): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is  available from Sophos.
Trace(2011-Oct-09 09:02:49): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is not  the Spam Rules package.
Trace(2011-Oct-09 09:02:49): Product subscription is disabled: iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} action value is:0
Trace(2011-Oct-09 09:02:49): Product iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} has not been added.
Trace(2011-Oct-09 09:02:49): Product iProductData.{3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added.
Trace(2011-Oct-09 09:02:49): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} has been added.
Trace(2011-Oct-09 09:02:49): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  available from Sophos.
Trace(2011-Oct-09 09:02:49): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  the Spam Rules package.
Trace(2011-Oct-09 09:02:49): ConfigurationImpl, considering PMSR 2.6: PureMessage not installed, PMSR package will not be updated without a subscription
Trace(2011-Oct-09 09:02:49): Considering subscribed products.
Trace(2011-Oct-09 09:02:49): Considering product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
Trace(2011-Oct-09 09:02:49): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} is not already subscribed.
Trace(2011-Oct-09 09:02:49): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} was added to the list.
Trace(2011-Oct-09 09:02:49): Considering product {E17FE03B-0501-4aaa-BC69-0129D965F311}
Trace(2011-Oct-09 09:02:49): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2011-Oct-09 09:02:49): Could not read registry entry containing Sophos address - using hardcoded value.
Trace(2011-Oct-09 09:02:49): GenerateCustomerID: complete
Trace(2011-Oct-09 09:02:49): IPCBase::IPCBase: Initialising shared memory A32951C539924a12B3C8F2FDA5A268E4
Trace(2011-Oct-09 09:02:49): IPCSender::ProcessSend started
Trace(2011-Oct-09 09:02:49): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2011-Oct-09 09:02:49): RMSMessageHandler: ALUpdateStart
Trace(2011-Oct-09 09:02:49): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2011-Oct-09 09:02:49): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
Trace(2011-Oct-09 09:02:49): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2011-Oct-09 09:02:49): ALUpdate(AutoUpdate.Started): ***************          Sophos AutoUpdate started          ***************
Trace(2011-Oct-09 09:02:49): UpdateCoordinator::UpdateNow: Entering
Trace(2011-Oct-09 09:02:49): PopulateCache: Entering
Trace(2011-Oct-09 09:02:49): UpdateCoordinator::UpdateNow: About to Sync list of products
Trace(2011-Oct-09 09:02:49): UpdateLocationFacade::SyncProduct: Last Update Mechanism = SDDS
Trace(2011-Oct-09 09:02:49): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Started:
Trace(2011-Oct-09 09:02:49): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, creating update location
Trace(2011-Oct-09 09:02:49): Path to decode files to: C:\Windows\TEMP\sophos_autoupdate1.dir\1318143769
Trace(2011-Oct-09 09:02:49): Using top level catalogue sdds.esc97
Trace(2011-Oct-09 09:02:49): SDDSUpdateLocation, constructor start
Trace(2011-Oct-09 09:02:49): locConfig.m_server = Sophos
Trace(2011-Oct-09 09:02:49): Calling check on source.m_address.m_path = Sophos
Trace(2011-Oct-09 09:02:49): Calling package_source_init
Trace(2011-Oct-09 09:02:49): Creating package source to represent parent
Trace(2011-Oct-09 09:02:49): Create package source to represent local cache
Trace(2011-Oct-09 09:02:49): SDDSUpdateLocation::Constructor finished
Trace(2011-Oct-09 09:02:49): TrySyncProduct, Calling BeginSync
Trace(2011-Oct-09 09:03:33): SDDSUpdateLocation caught exception from BeginSync: Cannot locate server for http://es-web-2.sophos.com/update/catalogue/sdds.esc97.xml GetLastError returned 0
Trace(2011-Oct-09 09:03:33): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Ended - 0
Trace(2011-Oct-09 09:03:33): UpdateLocationFacade::SyncProduct: Last Update Mechanism = SDDS
Trace(2011-Oct-09 09:03:33): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Started:
Trace(2011-Oct-09 09:03:33): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, creating update location
Trace(2011-Oct-09 09:03:33): Path to decode files to: C:\Windows\TEMP\sophos_autoupdate1.dir\1318143813
Trace(2011-Oct-09 09:03:33): Using top level catalogue sdds.esc97
Trace(2011-Oct-09 09:03:33): SDDSUpdateLocation, constructor start
Trace(2011-Oct-09 09:03:33): locConfig.m_server = Sophos
Trace(2011-Oct-09 09:03:33): Calling check on source.m_address.m_path = Sophos
Trace(2011-Oct-09 09:03:33): Calling package_source_init
Trace(2011-Oct-09 09:03:33): Creating package source to represent parent
Trace(2011-Oct-09 09:03:33): Create package source to represent local cache
Trace(2011-Oct-09 09:03:33): SDDSUpdateLocation::Constructor finished
Trace(2011-Oct-09 09:03:33): TrySyncProduct, Calling BeginSync
Trace(2011-Oct-09 09:04:18): SDDSUpdateLocation caught exception from BeginSync: Cannot locate server for http://es-web-2.sophos.com/update/catalogue/sdds.esc97.xml GetLastError returned 0
Trace(2011-Oct-09 09:04:18): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Ended - 0
Trace(2011-Oct-09 09:04:18): ALUpdate(): ERROR:   Could not find a source for updated packages
Trace(2011-Oct-09 09:04:18): ALUpdate(DownloadEnded): Downloading phase completed
Trace(2011-Oct-09 09:04:18): UpdateCoordinator::UpdateNow: About to Action list of products
Trace(2011-Oct-09 09:04:19): RMSMessageHandler: ALUpdateEnd
Trace(2011-Oct-09 09:04:19): Sending message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID></ID><StringID>113</StringID><Sender>ALUpdate</Sender></ErrorMessage><ReadableMessage>ERREUR : impossible de trouver une source pour le package mis à jour</ReadableMessage></Config>
Trace(2011-Oct-09 09:04:19): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID></ID><StringID>113</StringID><Sender>ALUpdate</Sender></ErrorMessage><ReadableMessage>ERREUR : impossible de trouver une source pour le package mis à jour</ReadableMessage></Config>
Trace(2011-Oct-09 09:04:19): IPCSender::ProcessSend: Listener not ready starting to wait
Trace(2011-Oct-09 09:04:20): IPCSender::ProcessSend exiting

Can you tell me what's wrong ?

Thanks

Xavier

Hello Xavier,

please check if you can access  http://es-web-2.sophos.com/update/catalogue/sdds.esc97.xml using a browser.

Christian

Yes I can access it, I got this information in the xml file :

Hello Xavier,

I'm able to get the same error messages by configuring an invalid proxy. Can't test how it behaves the other way round - i.e. no proxy configured for the update location but you need one. So please check if AutoUpdate uses the same proxy settings as Windows (or your browser).

Christian

Hi Christian,

Still no luck, I got the same config on both, no proxy or automatic settings ticked. I still got the same errors.

I got the problem on 2 different computers, one with W7 pro 64bits connected to an Orange ADSL line and one with a W7 family premium 64bit connected to a Free ADSL line (both French ISP)

I also tried from our company network and got the same error too.

That's why I dont't think it's related to my environment, I got some others friend having the same issue too since end of september.

Rgds

Xavier

Looking at the timestamps

Trace(2011-Oct-09 09:02:49): TrySyncProduct, Calling BeginSync
Trace(2011-Oct-09 09:03:33): SDDSUpdateLocation caught exception ...
Trace(2011-Oct-09 09:03:33): TrySyncProduct, Calling BeginSync
Trace(2011-Oct-09 09:04:18): SDDSUpdateLocation caught exception ...

approximately 45 seconds elapse until the error. This looks like a timeout. As you can access the server and file using a browser it shouldn't happen (unless e.g. a local firewall just drops the packets from or to alupdate.exe).So still no successful update since Sunday?

Using TcpView you should be able see alupdate.exe trying to connect and wait - and if you at the same time (45 seconds should be long enough) you are able to get the file with a browser then - well, then I have to think of some explanation  :smileyhappy:

Christian