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Sophos Endpoint not updating! Can't work it out!

Ryhan13

Hello,

I could well be completely dim, but I can't work out why my sophos has suddenly taken it upon itself to lack the ability to update. I have read loads of similar posts but I seem to be going round in circles. I have checked my indexing is turned off for it as suggested but that hasn't solved the problem.

Here's a transcript of the update log -

Time: 16/11/2011 13:05:39
Message: AutoUpdate finished
Module: ALUpdate
Process ID: 3004
Thread ID: 1544

Time: 16/11/2011 13:05:37
Message: Installation of Sophos AutoUpdate skipped
Module: ALUpdate
Process ID: 3004
Thread ID: 1544

Time: 16/11/2011 13:05:37
Message: Downloading phase completed
Module: ALUpdate
Process ID: 3004
Thread ID: 1544

Time: 16/11/2011 13:05:37
Message: Product cache update from primary server successfully finished
Module: SDDSUpdate
Process ID: 3004
Thread ID: 1544

Time: 16/11/2011 13:05:37
Message: Downloading product Sophos AutoUpdate from server Sophos
Module: SDDSUpdate
Process ID: 3004
Thread ID: 1544

Time: 16/11/2011 13:05:36
Message: ERROR:   Download of SAVXP failed from server Sophos
Module: CIDUpdate
Process ID: 3004
Thread ID: 1544

Time: 16/11/2011 13:05:35
Message: Downloading product SAVXP from server Sophos
Module: CIDUpdate
Process ID: 3004
Thread ID: 1544

Time: 16/11/2011 13:05:21
Message: ERROR:   Download of SAVXP failed from server Sophos
Module: SDDSUpdate
Process ID: 3004
Thread ID: 1544

Time: 16/11/2011 13:05:21
Message: Downloading product SAVXP from server Sophos
Module: SDDSUpdate
Process ID: 3004
Thread ID: 1544

Time: 16/11/2011 13:05:20
Message: ***************          Sophos AutoUpdate started          ***************
Module: ALUpdate
Process ID: 3004
Thread ID: 1544

I am at a complete loss. Any ideas?

Thanks

:18895


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  • 0

    Hi,

    Can you provide us with the trace log of AutoUpdate, they have a bit more information to work out what's going on.  I.e.

    1. Delete the files in:

    "C:\ProgramData\Sophos\AutoUpdate\Logs \"

    or

    "C:\Program files\Sophos\AutoUpdate\Logs \"

    called: "ALUpdate*.log" .

    2. Perform an update on the machine and wait until it completes.

    3. Grab the newly created file called ALUpdate*.log from the above location and paste it here.  

    Doing the above will ensure that we just get the latest update logs to trim them down in size abit.

    Regards,

    Jak

    :18899
  • 0

    Hi Jack,

    Have done as requested. Here's the trace log -

    Trace(2011-Nov-16 13:47:55): ALUpdate started: -ManualUpdate  -NoGUI -RootPath "C:\Program Files\Sophos\AutoUpdate"
    Trace(2011-Nov-16 13:47:55): Product subscription is disabled: iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} action value is:0
    Trace(2011-Nov-16 13:47:55): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} has not been added.
    Trace(2011-Nov-16 13:47:55): Product subscription is disabled: iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} action value is:0
    Trace(2011-Nov-16 13:47:55): Product iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} has not been added.
    Trace(2011-Nov-16 13:47:55): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} has been added.
    Trace(2011-Nov-16 13:47:55): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is  available from Sophos.
    Trace(2011-Nov-16 13:47:55): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is not  the Spam Rules package.
    Trace(2011-Nov-16 13:47:55): Product subscription is disabled: iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} action value is:0
    Trace(2011-Nov-16 13:47:55): Product iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} has not been added.
    Trace(2011-Nov-16 13:47:55): Product iProductData.{3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added.
    Trace(2011-Nov-16 13:47:55): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} has been added.
    Trace(2011-Nov-16 13:47:55): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  available from Sophos.
    Trace(2011-Nov-16 13:47:55): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  the Spam Rules package.
    Trace(2011-Nov-16 13:47:55): ConfigurationImpl, considering PMSR: PureMessage not installed, PMSR package will not be updated
    Trace(2011-Nov-16 13:47:55): Considering subscribed products.
    Trace(2011-Nov-16 13:47:55): Considering product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
    Trace(2011-Nov-16 13:47:55): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} is not already subscribed.
    Trace(2011-Nov-16 13:47:55): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} was added to the list.
    Trace(2011-Nov-16 13:47:55): Considering product {E17FE03B-0501-4aaa-BC69-0129D965F311}
    Trace(2011-Nov-16 13:47:55): Could not read registry entry containing Sophos address - using hardcoded value.
    Trace(2011-Nov-16 13:47:55): Could not read registry entry containing Sophos address - using hardcoded value.
    Trace(2011-Nov-16 13:47:55): GenerateCustomerID: complete
    Trace(2011-Nov-16 13:47:55): IPCBase::IPCBase: Initialising shared memory A32951C539924a12B3C8F2FDA5A268E4
    Trace(2011-Nov-16 13:47:55): RMSMessageHandler: ALUpdateStart
    Trace(2011-Nov-16 13:47:55): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
    Trace(2011-Nov-16 13:47:55): ALUpdate(AutoUpdate.Started):
    Trace(2011-Nov-16 13:47:55): UpdateCoordinator::UpdateNow: Entering
    Trace(2011-Nov-16 13:47:55): PopulateCache: Entering
    Trace(2011-Nov-16 13:47:55): IPCSender::ProcessSend started
    Trace(2011-Nov-16 13:47:55): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
    Trace(2011-Nov-16 13:47:55): IPCSender::ProcessSend: No messages in queue, starting to wait
    Trace(2011-Nov-16 13:47:55): IPCSender::ProcessSend: No messages in queue, starting to wait
    Trace(2011-Nov-16 13:47:55): UpdateCoordinator::UpdateNow: About to Sync list of products
    Trace(2011-Nov-16 13:47:55): UpdateLocationFacade::SyncProduct: Last Update Mechanism = SDDS
    Trace(2011-Nov-16 13:47:55): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Started:
    Trace(2011-Nov-16 13:47:55): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, creating update location
    Trace(2011-Nov-16 13:47:55): Path to decode files to: C:\WINDOWS\TEMP\sophos_autoupdate1.dir\1321451275
    Trace(2011-Nov-16 13:47:55): Using top level catalogue sdds.esc95
    Trace(2011-Nov-16 13:47:55): SDDSUpdateLocation, constructor start
    Trace(2011-Nov-16 13:47:55): locConfig.m_server = Sophos
    Trace(2011-Nov-16 13:47:55): Calling check on source.m_address.m_path = Sophos
    Trace(2011-Nov-16 13:47:55): Calling package_source_init
    Trace(2011-Nov-16 13:47:55): Creating package source to represent parent
    Trace(2011-Nov-16 13:47:55): Create package source to represent local cache
    Trace(2011-Nov-16 13:47:55): SDDSUpdateLocation::Constructor finished
    Trace(2011-Nov-16 13:47:55): TrySyncProduct, Calling BeginSync
    Trace(2011-Nov-16 13:47:55): Opened catalogue!
    Trace(2011-Nov-16 13:47:55): Attempting to synchronise load balancing and redirection files
    Trace(2011-Nov-16 13:47:55): Failed to synchronise load balancing and redirection files: Sophos is not an SDDS warehouse for product SDDS
    Trace(2011-Nov-16 13:47:55): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Calling SyncProduct with {E17FE03B-0501-4aaa-BC69-0129D965F311}
    Trace(2011-Nov-16 13:47:55): SDDSUpdate(SyncProduct.Start): SAVXP, Sophos
    Trace(2011-Nov-16 13:47:55): SDDSUpdateLocation caught exception from download: Couldn't authenticate user for resource with host server.
    URL was: http://es-web-2.sophos.com/update/E17FE03B-0501-4aaa-BC69-0129D965F311/ff197f20fb835571689e2b732de5cb29x000.xml
    Trace(2011-Nov-16 13:47:55): SDDSUpdate(SDDSDownloadFailed): SAVXP, Sophos
    Trace(2011-Nov-16 13:47:56): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, SyncProduct returned - 0
    Trace(2011-Nov-16 13:47:56): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Ended - 0
    Trace(2011-Nov-16 13:47:56): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started:
    Trace(2011-Nov-16 13:47:56): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location
    Trace(2011-Nov-16 13:47:56): Calling package_source_init
    Trace(2011-Nov-16 13:47:56): TrySyncProduct, Calling BeginSync
    Trace(2011-Nov-16 13:48:06): File escdp.dat not found. Return code 0x80040f04
    Trace(2011-Nov-16 13:48:06): Could not read master upd file: error 0x80040f04
    Trace(2011-Nov-16 13:48:10): Error -2147217660 in ReadCustomerIDFile
    Trace(2011-Nov-16 13:48:10): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {E17FE03B-0501-4aaa-BC69-0129D965F311}
    Trace(2011-Nov-16 13:48:10): CIDUpdateLocation::SyncProduct - Updating Product: SAVXP
    Trace(2011-Nov-16 13:48:10): CIDUpdate(SyncProduct.Start): SAVXP, Sophos
    Trace(2011-Nov-16 13:48:10): Could not read registry entry containing Sophos address - using hardcoded value.
    Trace(2011-Nov-16 13:48:10): CIDUpdateLocation::Sync - Updating from http CID: http://es-web-2.sophos.com/update/savxp
    Trace(2011-Nov-16 13:48:10): CIDSync(CidSyncMessage):
    Trace(2011-Nov-16 13:48:11): CIDSync(CidSyncMessage):
    Trace(2011-Nov-16 13:48:11): CIDSyncCallback, SynchronisationTerminated - Code = -2147217660
    Trace(2011-Nov-16 13:48:11): CIDSyncCallback, SynchronisationTerminated - MapFile = C:\Program Files\Sophos\AutoUpdate\cache\savxp.map
    Trace(2011-Nov-16 13:48:11): CIDUpdateLocation::SyncProduct: Failed to update product (SAVXP) from "Sophos", Error is :CIDSYNC_E_FILESYNCERROR (Error during file download.)
    Trace(2011-Nov-16 13:48:11): CIDUpdate(CIDDownloadFailed): SAVXP, Sophos
    Trace(2011-Nov-16 13:48:12): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 0
    Trace(2011-Nov-16 13:48:12): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 0
    Trace(2011-Nov-16 13:48:12): UpdateLocationFacade::SyncProduct: Last Update Mechanism = SDDS
    Trace(2011-Nov-16 13:48:12): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Started:
    Trace(2011-Nov-16 13:48:12): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, creating update location
    Trace(2011-Nov-16 13:48:12): Path to decode files to: C:\WINDOWS\TEMP\sophos_autoupdate1.dir\1321451292
    Trace(2011-Nov-16 13:48:12): Using top level catalogue sdds.esc95
    Trace(2011-Nov-16 13:48:12): SDDSUpdateLocation, constructor start
    Trace(2011-Nov-16 13:48:12): locConfig.m_server = Sophos
    Trace(2011-Nov-16 13:48:12): Calling check on source.m_address.m_path = Sophos
    Trace(2011-Nov-16 13:48:12): Calling package_source_init
    Trace(2011-Nov-16 13:48:12): Creating package source to represent parent
    Trace(2011-Nov-16 13:48:12): Create package source to represent local cache
    Trace(2011-Nov-16 13:48:12): SDDSUpdateLocation::Constructor finished
    Trace(2011-Nov-16 13:48:12): TrySyncProduct, Calling BeginSync
    Trace(2011-Nov-16 13:48:13): Opened catalogue!
    Trace(2011-Nov-16 13:48:13): Attempting to synchronise load balancing and redirection files
    Trace(2011-Nov-16 13:48:13): Failed to synchronise load balancing and redirection files: Sophos is not an SDDS warehouse for product SDDS
    Trace(2011-Nov-16 13:48:13): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Calling SyncProduct with {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
    Trace(2011-Nov-16 13:48:13): SDDSUpdate(SyncProduct.Start): Sophos AutoUpdate, Sophos
    Trace(2011-Nov-16 13:48:13): Synching version 304.2 of {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
    Trace(2011-Nov-16 13:48:13): calculating decode signature for 9BF40A4E-23AE-48be-9974-5A1F261DBEE8 with a product entry of 99f8b436e86023fadb297ff7a9cb13e1x000
    Trace(2011-Nov-16 13:48:13):  and a version entry of f815d4d299ad4558bfc51b9e926cd02cx000
    Trace(2011-Nov-16 13:48:13): SDDSUpdate(PrimarySuccess):
    Trace(2011-Nov-16 13:48:13): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, SyncProduct returned - 1
    Trace(2011-Nov-16 13:48:13): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Ended - 1
    Trace(2011-Nov-16 13:48:13): ALUpdate(DownloadEnded):
    Trace(2011-Nov-16 13:48:13): UpdateCoordinator::UpdateNow: About to Action list of products
    Trace(2011-Nov-16 13:48:13): ALUpdate(Action.Skipped): Sophos AutoUpdate
    Trace(2011-Nov-16 13:48:14): RMSMessageHandler: ALUpdateEnd
    Trace(2011-Nov-16 13:48:14): Sending message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>CIDDownloadFailed</ID><StringID>107</StringID><Sender>CIDUpdate</Sender><Insert>SAVXP</Insert><Insert>Sophos</Insert></ErrorMessage><ReadableMessage>ERROR:   Download of SAVXP failed from server Sophos</ReadableMessage></Config>
    Trace(2011-Nov-16 13:48:14): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>CIDDownloadFailed</ID><StringID>107</StringID><Sender>CIDUpdate</Sender><Insert>SAVXP</Insert><Insert>Sophos</Insert></ErrorMessage><ReadableMessage>ERROR:   Download of SAVXP failed from server Sophos</ReadableMessage></Config>
    Trace(2011-Nov-16 13:48:14): IPCSender::ProcessSend: Listener not ready starting to wait
    Trace(2011-Nov-16 13:48:15): IPCSender::ProcessSend exiting

    Thanks

    :18901
  • 0

    Hello Ryhan13,

    error 0x80040F04 means server could not be contacted, one possible cause are invalid credentials. If it worked before and you didn't change the credentials the license might have expired.

    Christian

    :18907
  • 0

    Thanks Christian,

    Is there any way for me to find the expiry date for the licence?

    :18909
  • 0

    AFAIK only on paper or by contacting the seller (or your site's staff in case they supplied you the credentials).

    Christian

    :18911
  • 0

    To fix this issue remove the following security permissions on these folders: 

    1.     C:\Program Files\Sophos\Sophos Anti-Virus

    2.     C:\Documents and settings\All Users\Application Data\Sophos

    3.     C:\Program Files\Sophos And add the following Security permissions on:

    And add these permissions on: 

    Users - Read & Execute, List Folder Contents, Read

    Administrators - Full ControlCreator Owner - Full Control (special - subfolders and files only)System - Full Control

    Everyone - Read & Execute, List Folder Contents, Read

    Power Users - Modify

    This will fix the SAVXP failed issue.

    :22481
  • 0

    Hello everyone

    I'm having the same problem and am happy to see that this problem seems to be solved. However, I am just a regular user and am not sure, I understood the solution above correctly. Any help would be highly appreciated: 

    So I should remove even the administrators right on the folders named above? And to which folders should I add them? 

    How is it, that security permissions suddenly create a problem? I have used sophos for several years. Got a new computer, installed it and after about a months or so, autoupdating failed. I then de- and reinstalled sophos and am seeing the same problem afters some weeks again.

    Many thanks in advance

    Noan 

    :40907
  • 0

    Hello Noan,

    I'm having the same problem

    which is ...? That your update location is Sophos and updating fails?

    I am just a regular user

    Your site (employer, university, ...) should provide support for you. I don't think it's a folder permissions issue thus could be either a problem updating from your site's server or with the credentials used for updating from Sophos (as the un-/reinstalling worked I assume we can rule out a problem with the installation). In both cases only your site's staff can give you the necessary information to resolve the issue.

    Christian 

    :40913
  • 0

    Hello Christian

    thanks for your fast reply!

    The problem is: ERROR: Download of SAVXP failed from server and the installation of Sophos Autoupdate was skipped. 

    The server is not just sophos, but yes, the server of a university. Will check with them. 

    Many thanks

    Noan

    :40915