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Update Manager Not working correctly

shapptastic

I am deploying a new Enterprise Console on a system that sits behind a firewall and accesses limited sites via a proxy.  I have been having issues using Sophos as my update source when trying to subscribe to Recommended updates.  I get a failed to authenticate error in the Update Manager, i get an error in the log viewer saying

4/15/2014 3:56:35 PM Error Decoding of product release 2DE69C24-D975-47b2-8D2F-6BEA861A9C75 version RECOMMENDED was not done because the synchronization failed.

And additionally, I get an error if I run wireshark showing 404 errors getting the file

http://dci.sophosupd.net/update/164292b8252f6d4d1ef4a5fddb35ccad.xml

This file when I try to download via my web browser does not exist.

I know my credentials are good, I can access dci.sophosupd.net successfully, what would cause Sophos to look for (maybe) a non existant file?

Thanks.

:49142


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    Hello shapptastic,

    what would cause Sophos to look for (maybe) a non existant file?

    the Warehouse has a logical (meta-)structure which not only identifies what to download but also verifies the contents. It starts with downloading a catalog which in turn points to more catalogs and/or payload data. As corruption can be ruled out I guess it's either a backend (viz. in the Sophos Warehouse) error or some stale information. But then you mention also failed to authenticate and I'm not sure how this comes into play here.

    2DE69C24-D975-47b2-8D2F-6BEA861A9C75 is Patch, there should be a subfolder with this name under Warehouse containing a single file (which in turn points to some other files - looks like at the moment it lists the non-existing xml). If you have not yet resolved the problem (it's a week since your post) I'd suggest you delete the local Warehouse (C:\ProgramData\Sophos\Update Manager\Update Manager\Warehouse) contents, request an update and check how far it gets (i.e. what is downloaded and put into the Warehouse).

    Christian

    :49304
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  • 0

    Hello shapptastic,

    what would cause Sophos to look for (maybe) a non existant file?

    the Warehouse has a logical (meta-)structure which not only identifies what to download but also verifies the contents. It starts with downloading a catalog which in turn points to more catalogs and/or payload data. As corruption can be ruled out I guess it's either a backend (viz. in the Sophos Warehouse) error or some stale information. But then you mention also failed to authenticate and I'm not sure how this comes into play here.

    2DE69C24-D975-47b2-8D2F-6BEA861A9C75 is Patch, there should be a subfolder with this name under Warehouse containing a single file (which in turn points to some other files - looks like at the moment it lists the non-existing xml). If you have not yet resolved the problem (it's a week since your post) I'd suggest you delete the local Warehouse (C:\ProgramData\Sophos\Update Manager\Update Manager\Warehouse) contents, request an update and check how far it gets (i.e. what is downloaded and put into the Warehouse).

    Christian

    :49304
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