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Sophos AV (9.7) - Windows 2008 R2 SP1 - cannot update

Julian_Poyntz

I have three servers at this site (non managed and all stand alone)

The Windows 2003 servers are running 9.5 and are running fine and updating

I installed it onto the Windows 2008 server and it fails with unable to contact server

i looked around, downloaded 9.7 and still have the same problem

I have cleared c:\programdata\sophos\autoupdate\cache; c:\programdata\sophos\data\warehouse and removed the file c:\programdata\sophos\autoupdate\data\status\status.xml

I have reset the winsock stack, the IP protocol and it still fails

The machine in question can connect to the internet with no issues besides updating SAV

Any ideas ?

Many thanks

:17021


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    Trace(2011-Sep-23 16:06:08): ALUpdate started: -ManualUpdate  -NoGUI -RootPath "C:\Program Files (x86)\Sophos\AutoUpdate"
    Trace(2011-Sep-23 16:06:08): Product subscription is disabled: iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} action value is:0
    Trace(2011-Sep-23 16:06:08): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} has not been added.
    Trace(2011-Sep-23 16:06:08): Product subscription is disabled: iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} action value is:0
    Trace(2011-Sep-23 16:06:08): Product iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} has not been added.
    Trace(2011-Sep-23 16:06:08): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} has been added.
    Trace(2011-Sep-23 16:06:08): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is  available from Sophos.
    Trace(2011-Sep-23 16:06:08): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is not  the Spam Rules package.
    Trace(2011-Sep-23 16:06:08): Product subscription is disabled: iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} action value is:0
    Trace(2011-Sep-23 16:06:08): Product iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} has not been added.
    Trace(2011-Sep-23 16:06:08): Product iProductData.{3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added.
    Trace(2011-Sep-23 16:06:08): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} has been added.
    Trace(2011-Sep-23 16:06:08): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  available from Sophos.
    Trace(2011-Sep-23 16:06:08): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  the Spam Rules package.
    Trace(2011-Sep-23 16:06:08): ConfigurationImpl, considering PMSR 2.6: PureMessage not installed, PMSR package will not be updated without a subscription
    Trace(2011-Sep-23 16:06:08): Considering subscribed products.
    Trace(2011-Sep-23 16:06:08): Considering product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
    Trace(2011-Sep-23 16:06:08): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} is not already subscribed.
    Trace(2011-Sep-23 16:06:08): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} was added to the list.
    Trace(2011-Sep-23 16:06:08): Considering product {E17FE03B-0501-4aaa-BC69-0129D965F311}
    Trace(2011-Sep-23 16:06:08): Could not read registry entry containing Sophos address - using hardcoded value.
    Trace(2011-Sep-23 16:06:08): Could not read registry entry containing Sophos address - using hardcoded value.
    Trace(2011-Sep-23 16:06:08): GenerateCustomerID: complete
    Trace(2011-Sep-23 16:06:08): IPCBase::IPCBase: Initialising shared memory A32951C539924a12B3C8F2FDA5A268E4
    Trace(2011-Sep-23 16:06:08): IPCSender::ProcessSend started
    Trace(2011-Sep-23 16:06:08): IPCSender::ProcessSend: No messages in queue, starting to wait
    Trace(2011-Sep-23 16:06:08): RMSMessageHandler: ALUpdateStart
    Trace(2011-Sep-23 16:06:08): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
    Trace(2011-Sep-23 16:06:08): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
    Trace(2011-Sep-23 16:06:08): IPCSender::ProcessSend: No messages in queue, starting to wait
    Trace(2011-Sep-23 16:06:08): ALUpdate(AutoUpdate.Started):
    Trace(2011-Sep-23 16:06:08): UpdateCoordinator::UpdateNow: Entering
    Trace(2011-Sep-23 16:06:08): PopulateCache: Entering
    Trace(2011-Sep-23 16:06:08): Failed to load status file: C:\ProgramData\Sophos\AutoUpdate\data\status\status.xml
    Trace(2011-Sep-23 16:06:08): UpdateCoordinator::UpdateNow: About to Sync list of products
    Trace(2011-Sep-23 16:06:08): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
    Trace(2011-Sep-23 16:06:08): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Started:
    Trace(2011-Sep-23 16:06:08): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, creating update location
    Trace(2011-Sep-23 16:06:08): Path to decode files to: C:\Windows\TEMP\sophos_autoupdate1.dir\1316790368
    Trace(2011-Sep-23 16:06:08): Using top level catalogue sdds.esc97
    Trace(2011-Sep-23 16:06:08): SDDSUpdateLocation, constructor start
    Trace(2011-Sep-23 16:06:08): locConfig.m_server = Sophos
    Trace(2011-Sep-23 16:06:08): Calling check on source.m_address.m_path = Sophos
    Trace(2011-Sep-23 16:06:08): Calling package_source_init
    Trace(2011-Sep-23 16:06:08): Creating package source to represent parent
    Trace(2011-Sep-23 16:06:08): Create package source to represent local cache
    Trace(2011-Sep-23 16:06:08): SDDSUpdateLocation::Constructor finished
    Trace(2011-Sep-23 16:06:08): TrySyncProduct, Calling BeginSync
    Trace(2011-Sep-23 16:06:09): Opened catalogue!
    Trace(2011-Sep-23 16:06:09): Attempting to synchronise load balancing and redirection files
    Trace(2011-Sep-23 16:06:10): Failed to synchronise load balancing and redirection files: Sophos is not an SDDS warehouse for product SDDS
    Trace(2011-Sep-23 16:06:10): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Calling SyncProduct with {E17FE03B-0501-4aaa-BC69-0129D965F311}
    Trace(2011-Sep-23 16:06:10): SDDSUpdate(SyncProduct.Start): SAVXP, Sophos
    Trace(2011-Sep-23 16:06:10): 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/ee53de3fe30f2391beacbef220e580dax000.xml
    Trace(2011-Sep-23 16:06:10): SDDSUpdate(SDDSDownloadFailed): SAVXP, Sophos
    Trace(2011-Sep-23 16:06:11): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, SyncProduct returned - 0
    Trace(2011-Sep-23 16:06:11): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Ended - 0
    Trace(2011-Sep-23 16:06:11): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
    Trace(2011-Sep-23 16:06:11): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Started:
    Trace(2011-Sep-23 16:06:11): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, creating update location
    Trace(2011-Sep-23 16:06:11): Path to decode files to: C:\Windows\TEMP\sophos_autoupdate1.dir\1316790371
    Trace(2011-Sep-23 16:06:11): Using top level catalogue sdds.esc97
    Trace(2011-Sep-23 16:06:11): SDDSUpdateLocation, constructor start
    Trace(2011-Sep-23 16:06:11): locConfig.m_server = Sophos
    Trace(2011-Sep-23 16:06:11): Calling check on source.m_address.m_path = Sophos
    Trace(2011-Sep-23 16:06:11): Calling package_source_init
    Trace(2011-Sep-23 16:06:11): Creating package source to represent parent
    Trace(2011-Sep-23 16:06:11): Create package source to represent local cache
    Trace(2011-Sep-23 16:06:11): SDDSUpdateLocation::Constructor finished
    Trace(2011-Sep-23 16:06:11): TrySyncProduct, Calling BeginSync
    Trace(2011-Sep-23 16:06:11): Opened catalogue!
    Trace(2011-Sep-23 16:06:11): Attempting to synchronise load balancing and redirection files
    Trace(2011-Sep-23 16:06:11): Failed to synchronise load balancing and redirection files: Sophos is not an SDDS warehouse for product SDDS
    Trace(2011-Sep-23 16:06:11): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Calling SyncProduct with {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
    Trace(2011-Sep-23 16:06:11): SDDSUpdate(SyncProduct.Start): Sophos AutoUpdate, Sophos
    Trace(2011-Sep-23 16:06:12): SDDSUpdateLocation caught exception from download: Couldn't authenticate user for resource with host server.
    URL was: http://es-web-2.sophos.com/update/9BF40A4E-23AE-48be-9974-5A1F261DBEE8/e13840fdfec1a0b0558f774c52bfb8b5x000.xml
    Trace(2011-Sep-23 16:06:12): SDDSUpdate(SDDSDownloadFailed): Sophos AutoUpdate, Sophos
    Trace(2011-Sep-23 16:06:13): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, SyncProduct returned - 0
    Trace(2011-Sep-23 16:06:13): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Ended - 0
    Trace(2011-Sep-23 16:06:13): ALUpdate():
    Trace(2011-Sep-23 16:06:13): ALUpdate(DownloadEnded):
    Trace(2011-Sep-23 16:06:13): UpdateCoordinator::UpdateNow: About to Action list of products
    Trace(2011-Sep-23 16:06:14): RMSMessageHandler: ALUpdateEnd
    Trace(2011-Sep-23 16:06:14): Sending message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID></ID><StringID>113</StringID><Sender>ALUpdate</Sender></ErrorMessage><ReadableMessage>ERROR:   Could not find a source for updated packages</ReadableMessage></Config>
    Trace(2011-Sep-23 16:06:14): 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>ERROR:   Could not find a source for updated packages</ReadableMessage></Config>
    Trace(2011-Sep-23 16:06:14): IPCSender::ProcessSend: Listener not ready starting to wait
    Trace(2011-Sep-23 16:06:15): IPCSender::ProcessSend exiting
    Trace(2011-Sep-23 16:09:03): ALUpdate started: -ManualUpdate  -NoGUI -RootPath "C:\Program Files (x86)\Sophos\AutoUpdate"

    :17029
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  • 0

    Trace(2011-Sep-23 16:06:08): ALUpdate started: -ManualUpdate  -NoGUI -RootPath "C:\Program Files (x86)\Sophos\AutoUpdate"
    Trace(2011-Sep-23 16:06:08): Product subscription is disabled: iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} action value is:0
    Trace(2011-Sep-23 16:06:08): Product iProductData.{390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92} has not been added.
    Trace(2011-Sep-23 16:06:08): Product subscription is disabled: iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} action value is:0
    Trace(2011-Sep-23 16:06:08): Product iProductData.{D752FAB9-5883-4b36-8740-61565B6BAD29} has not been added.
    Trace(2011-Sep-23 16:06:08): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} has been added.
    Trace(2011-Sep-23 16:06:08): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is  available from Sophos.
    Trace(2011-Sep-23 16:06:08): Product iProductData.{E17FE03B-0501-4aaa-BC69-0129D965F311} is not  the Spam Rules package.
    Trace(2011-Sep-23 16:06:08): Product subscription is disabled: iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} action value is:0
    Trace(2011-Sep-23 16:06:08): Product iProductData.{7998C326-2CA5-4830-B7D2-B792D2460975} has not been added.
    Trace(2011-Sep-23 16:06:08): Product iProductData.{3B758ED7-87C1-4e89-BDE1-F49DFF1249F6} has not been added.
    Trace(2011-Sep-23 16:06:08): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} has been added.
    Trace(2011-Sep-23 16:06:08): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  available from Sophos.
    Trace(2011-Sep-23 16:06:08): Product iProductData.{B5E7E2A7-3B64-437D-801F-21CC9D67CC6D} is  the Spam Rules package.
    Trace(2011-Sep-23 16:06:08): ConfigurationImpl, considering PMSR 2.6: PureMessage not installed, PMSR package will not be updated without a subscription
    Trace(2011-Sep-23 16:06:08): Considering subscribed products.
    Trace(2011-Sep-23 16:06:08): Considering product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
    Trace(2011-Sep-23 16:06:08): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} is not already subscribed.
    Trace(2011-Sep-23 16:06:08): Product {9BF40A4E-23AE-48be-9974-5A1F261DBEE8} was added to the list.
    Trace(2011-Sep-23 16:06:08): Considering product {E17FE03B-0501-4aaa-BC69-0129D965F311}
    Trace(2011-Sep-23 16:06:08): Could not read registry entry containing Sophos address - using hardcoded value.
    Trace(2011-Sep-23 16:06:08): Could not read registry entry containing Sophos address - using hardcoded value.
    Trace(2011-Sep-23 16:06:08): GenerateCustomerID: complete
    Trace(2011-Sep-23 16:06:08): IPCBase::IPCBase: Initialising shared memory A32951C539924a12B3C8F2FDA5A268E4
    Trace(2011-Sep-23 16:06:08): IPCSender::ProcessSend started
    Trace(2011-Sep-23 16:06:08): IPCSender::ProcessSend: No messages in queue, starting to wait
    Trace(2011-Sep-23 16:06:08): RMSMessageHandler: ALUpdateStart
    Trace(2011-Sep-23 16:06:08): IPCSender::Write: Writing message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
    Trace(2011-Sep-23 16:06:08): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSStartUpdate" />
    Trace(2011-Sep-23 16:06:08): IPCSender::ProcessSend: No messages in queue, starting to wait
    Trace(2011-Sep-23 16:06:08): ALUpdate(AutoUpdate.Started):
    Trace(2011-Sep-23 16:06:08): UpdateCoordinator::UpdateNow: Entering
    Trace(2011-Sep-23 16:06:08): PopulateCache: Entering
    Trace(2011-Sep-23 16:06:08): Failed to load status file: C:\ProgramData\Sophos\AutoUpdate\data\status\status.xml
    Trace(2011-Sep-23 16:06:08): UpdateCoordinator::UpdateNow: About to Sync list of products
    Trace(2011-Sep-23 16:06:08): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
    Trace(2011-Sep-23 16:06:08): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Started:
    Trace(2011-Sep-23 16:06:08): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, creating update location
    Trace(2011-Sep-23 16:06:08): Path to decode files to: C:\Windows\TEMP\sophos_autoupdate1.dir\1316790368
    Trace(2011-Sep-23 16:06:08): Using top level catalogue sdds.esc97
    Trace(2011-Sep-23 16:06:08): SDDSUpdateLocation, constructor start
    Trace(2011-Sep-23 16:06:08): locConfig.m_server = Sophos
    Trace(2011-Sep-23 16:06:08): Calling check on source.m_address.m_path = Sophos
    Trace(2011-Sep-23 16:06:08): Calling package_source_init
    Trace(2011-Sep-23 16:06:08): Creating package source to represent parent
    Trace(2011-Sep-23 16:06:08): Create package source to represent local cache
    Trace(2011-Sep-23 16:06:08): SDDSUpdateLocation::Constructor finished
    Trace(2011-Sep-23 16:06:08): TrySyncProduct, Calling BeginSync
    Trace(2011-Sep-23 16:06:09): Opened catalogue!
    Trace(2011-Sep-23 16:06:09): Attempting to synchronise load balancing and redirection files
    Trace(2011-Sep-23 16:06:10): Failed to synchronise load balancing and redirection files: Sophos is not an SDDS warehouse for product SDDS
    Trace(2011-Sep-23 16:06:10): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Calling SyncProduct with {E17FE03B-0501-4aaa-BC69-0129D965F311}
    Trace(2011-Sep-23 16:06:10): SDDSUpdate(SyncProduct.Start): SAVXP, Sophos
    Trace(2011-Sep-23 16:06:10): 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/ee53de3fe30f2391beacbef220e580dax000.xml
    Trace(2011-Sep-23 16:06:10): SDDSUpdate(SDDSDownloadFailed): SAVXP, Sophos
    Trace(2011-Sep-23 16:06:11): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, SyncProduct returned - 0
    Trace(2011-Sep-23 16:06:11): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Ended - 0
    Trace(2011-Sep-23 16:06:11): UpdateLocationFacade::SyncProduct: Last Update Mechanism = Unknown
    Trace(2011-Sep-23 16:06:11): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Started:
    Trace(2011-Sep-23 16:06:11): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, creating update location
    Trace(2011-Sep-23 16:06:11): Path to decode files to: C:\Windows\TEMP\sophos_autoupdate1.dir\1316790371
    Trace(2011-Sep-23 16:06:11): Using top level catalogue sdds.esc97
    Trace(2011-Sep-23 16:06:11): SDDSUpdateLocation, constructor start
    Trace(2011-Sep-23 16:06:11): locConfig.m_server = Sophos
    Trace(2011-Sep-23 16:06:11): Calling check on source.m_address.m_path = Sophos
    Trace(2011-Sep-23 16:06:11): Calling package_source_init
    Trace(2011-Sep-23 16:06:11): Creating package source to represent parent
    Trace(2011-Sep-23 16:06:11): Create package source to represent local cache
    Trace(2011-Sep-23 16:06:11): SDDSUpdateLocation::Constructor finished
    Trace(2011-Sep-23 16:06:11): TrySyncProduct, Calling BeginSync
    Trace(2011-Sep-23 16:06:11): Opened catalogue!
    Trace(2011-Sep-23 16:06:11): Attempting to synchronise load balancing and redirection files
    Trace(2011-Sep-23 16:06:11): Failed to synchronise load balancing and redirection files: Sophos is not an SDDS warehouse for product SDDS
    Trace(2011-Sep-23 16:06:11): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Calling SyncProduct with {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
    Trace(2011-Sep-23 16:06:11): SDDSUpdate(SyncProduct.Start): Sophos AutoUpdate, Sophos
    Trace(2011-Sep-23 16:06:12): SDDSUpdateLocation caught exception from download: Couldn't authenticate user for resource with host server.
    URL was: http://es-web-2.sophos.com/update/9BF40A4E-23AE-48be-9974-5A1F261DBEE8/e13840fdfec1a0b0558f774c52bfb8b5x000.xml
    Trace(2011-Sep-23 16:06:12): SDDSUpdate(SDDSDownloadFailed): Sophos AutoUpdate, Sophos
    Trace(2011-Sep-23 16:06:13): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, SyncProduct returned - 0
    Trace(2011-Sep-23 16:06:13): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Ended - 0
    Trace(2011-Sep-23 16:06:13): ALUpdate():
    Trace(2011-Sep-23 16:06:13): ALUpdate(DownloadEnded):
    Trace(2011-Sep-23 16:06:13): UpdateCoordinator::UpdateNow: About to Action list of products
    Trace(2011-Sep-23 16:06:14): RMSMessageHandler: ALUpdateEnd
    Trace(2011-Sep-23 16:06:14): Sending message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID></ID><StringID>113</StringID><Sender>ALUpdate</Sender></ErrorMessage><ReadableMessage>ERROR:   Could not find a source for updated packages</ReadableMessage></Config>
    Trace(2011-Sep-23 16:06:14): 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>ERROR:   Could not find a source for updated packages</ReadableMessage></Config>
    Trace(2011-Sep-23 16:06:14): IPCSender::ProcessSend: Listener not ready starting to wait
    Trace(2011-Sep-23 16:06:15): IPCSender::ProcessSend exiting
    Trace(2011-Sep-23 16:09:03): ALUpdate started: -ManualUpdate  -NoGUI -RootPath "C:\Program Files (x86)\Sophos\AutoUpdate"

    :17029
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