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Auto Update Failure

mr_ivoryz

Hello,

I have Sophos Endpoint and Security Control version 9.7 on a Windows 7 machine!

I am having a problems checking for updates. I right click on it to update, and it can't connecot to the server.  How do I configure the auto update to work?

:17577


This thread was automatically locked due to age.
Parents
  • 0

    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

    :17655
Reply
  • 0

    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

    :17655
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