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Problem updating a standalone computer with current definitions

Harold_G

I have a standalone computer running windows XP that is not allowed to be connected to any network. I have installed Sophos Antivirus and updated virus definitions in the past by putting them onto a CD and then carrying it to the target computer. On that computer, Sophos Update is set up to update locally. The path for the update is set to C:\SophosUpdates\. I copy the current SAVSCFXP folder from the CD into the folder C:\SophosUpdates\ and then right click the Sophos shield and select Update Now.

This has worked in the past, but does not work now. The update log shows the message that says it cannot connect to the server, and that I should check that the pathname is correct and that the computer really has access to the server. It does not make sense to me. How can it not have access to a folder on its own C: drive? I have also tried pointing it to the SAVSCFXP folder on the CD, but that had the same result.

I have been trying since about mid-December to figure it out, and have tried uninstalling and reinstalling Sophos Antivirus and Sophos Update several times. Finally I just ran a Sophos scan from a CD, but this is not really a satisfactory approach.

Can you give advice on what I should try next?

Thanks,

Harold

:46645


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  • 0

    Hello Harold,

    [I] have tried uninstalling and reinstalling Sophos

    from where - running setup.exe in the C:\SophosUpdates\ folder, do you empty the folder before the copy?

    Please check the ALUpdate log in C:\Program Files\Sophos\AutoUpdate\Logs for the exact nature of the error. The list of reasons in the message is not exhaustive and just names the more likely ones.

    Christian

    :46657
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    After the uninstall, I deleted the folder c:\program files\sophos\ from the PC. Then I reinstalled by running savw_102_sa_sfx.exe from the CD drive.

    For trying to do the updates, I first delete the folder C:\SophosUpdates\SAVSCFXP\, then copy the new SAVSCFXP from the CD to C:\SophosUpdates\. Then I select Update Now from the system tray.

    The first message that shows up in the in the ALUpdate log is " Downloading product DMSNT from server C:\SophosUpdates\.

    This is followed by the error message "Could not connect to the server. Check that this computer is connected to the network and that Sophos AutoUpdate is configured to update from the correct location with the correct credentials and proxy details (if required)"

    These two messages are repeated for attempts to get SAVXP and to get Sophos AutoUpdate.

    I have double and triple checked all those suggestions that make sense. The computer is not connected to any network, but that should not be required for it to access its own C: drive. Sophos AutoUpdate is configured to update locally. The local address is configured correctly to get updates from the place where the SAVSCFXP folder sits (i.e., C:\SophosUpdates\). No login credentials and no proxy are required to get the the C: drive. I have verified that if I enter "C:\SophosUpdates\" in the Run command line, the computer does find and open the C:\SophosUpdates\ folder.

    I hope this clarifies the situation. Any advice on how to get AutoUpdate to connect to and use the folder C:\SophosUpdates\ would be greatly appreciated.

    Thanks,

    Harold

    :46689
  • 0

    Hello Harold,

    The first message that shows up in the in the ALUpdate log is " Downloading product RMSNT from server C:\SophosUpdates\.

    this is the "friendly" representation of the alc.log - the ALUpdate<timestamp>.logs are more detailed. Please attach part of one of the logs (a complete cycle is sufficient) here.

    Christian

    :46695
  • 0

    Hello Harold,

    thanks for the log, I think it makes it clear. I should (or could) have noticed that you mentioned C:\SophosUpdates\ as update location and also that you delete the SAVSCFXP folder. You update path must point to the SAVSCFXP folder (C:\SophosUpdates\SAVSCFXP\).

    The error is obvious once you know what to look for:

    Trace(2014-Jan-20 13:46:14): CIDUpdate(SyncProduct.Start): SAVXP, c:\SophosUpdates\

    Trace(2014-Jan-20 13:46:14): CIDUpdateLocation::Sync - Updating from local CID: c:\SophosUpdates\savxp

    ...

    Trace(2014-Jan-20 13:46:15): CIDUpdate(SyncProduct.Start): Sophos AutoUpdate, c:\SophosUpdates\
    Trace(2014-Jan-20 13:46:15): CIDUpdateLocation::Sync - Updating from local CID: c:\SophosUpdates\sau

    Christian

    :46725
  • 0

    Well, we have made some progress. I have attached another log of the most recent attempt. This time it looks like we can and do access the folder SAVSCFXP, but something else goes wrong. The attempted update still reports failure, and the virus definition version number is not updated. As you will see, there is a line in this log that says:

    11:09:08): CIDUpdate(CIDDownloadFailed): SAVXP, C:\SophosUpdates\SAVSCFXP\

    I'm beginning to think there may be something wrong with the contents of the SAVSCFXP folder that I get from our corporate web site.

    Thanks for your patience with me,

    Harold

    :46733
  • 0

    Hello Harold,

    in principle it works as AutoUpdate does update AutoUpdate (well, it determines that it doesn't need to).

    The error is recorded above the CIDDownloadFailed line, the last CidSyncMessage gives the file it attempted to synchronize (...353599c2.cat - the path is starting from \SAVSCFXP\savxp\) and AU claims it can't open this file (i.e. the file seems to be there but can't be accessed). Is it always failing on the same file? If so, then please check if you can open it - copy it somewhere else or drag it to notepad. I assume that you get this error when the file exists but is locked.

    Christian

    :46739
  • 0

    Thank you. With your help, I have now manged to get up-to-date.

    Thanks again,

    harold

    :46775
  • 0

    Hello Harold,

    I have now manged to get up-to-date

    fine - could you tell us what the final problem was and how you solved it :smileyhappy:?

    Christian

    :46791
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    It turned out that our CD burning software had truncated some of the really long filenames. So when the update process went to open a file by name, it could not do so. This had happened to 6 or 8 files.

    I resolved the issue by repeated attempts to update. After each attempt, I looked in the update log to find the name of the file that could not be opened. Then I went into the appropriate folder and updated the file name. On the next attempt it was able to use that file, and stumbled on the next file whose name had been truncated. After a few repetitions of this process the update finally succeeded.

    I am now going to find new CD burning software so as to avoid this issue in the future.

    :46811
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