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Endpoint Security & Control cannot contact the Sophos server and update

Ray66

Hello

Mt Sophos Endpoint S & C has failed to autoupdate itself for a while now. When I try and update it manually it says it is unable to contact the server. Below is a small view from the log that seems to show that SAVXP download from the server failed - I'm not sure what this means. Help!!

Time: 30/03/2011 09:33:01
Message: AutoUpdate finished
Module: ALUpdate
Process ID: 1348
Thread ID: 5908

Time: 30/03/2011 09:33:00
Message: Installation of Sophos AutoUpdate skipped
Module: ALUpdate
Process ID: 1348
Thread ID: 5908

Time: 30/03/2011 09:33:00
Message: Installation of Sophos Client Firewall skipped
Module: ALUpdate
Process ID: 1348
Thread ID: 5908

Time: 30/03/2011 09:33:00
Message: Downloading phase completed
Module: ALUpdate
Process ID: 1348
Thread ID: 5908

Time: 30/03/2011 09:32:59
Message: ERROR:   Download of SAVXP failed from server Sophos
Module: CIDUpdate
Process ID: 1348
Thread ID: 5908

Time: 30/03/2011 09:32:58
Message: Downloading product SAVXP from server Sophos
Module: CIDUpdate
Process ID: 1348
Thread ID: 5908

Time: 30/03/2011 09:32:41
Message: ERROR:   Download of SAVXP failed from server Sophos
Module: SDDSUpdate
Process ID: 1348
Thread ID: 5908

Time: 30/03/2011 09:32:41
Message: Downloading product SAVXP from server Sophos
Module: SDDSUpdate
Process ID: 1348
Thread ID: 5908

Time: 30/03/2011 09:32:40
Message: Product cache update from primary server successfully finished
Module: SDDSUpdate
Process ID: 1348
Thread ID: 5908

Time: 30/03/2011 09:32:40
Message: Downloading product Sophos AutoUpdate from server Sophos
Module: SDDSUpdate
Process ID: 1348
Thread ID: 5908

Time: 30/03/2011 09:32:39
Message: Product cache update from primary server successfully finished
Module: SDDSUpdate
Process ID: 1348
Thread ID: 5908

Time: 30/03/2011 09:32:39
Message: Downloading product Sophos Client Firewall from server Sophos
Module: SDDSUpdate
Process ID: 1348
Thread ID: 5908

Time: 30/03/2011 09:32:37
Message: ERROR:   Download of SAVXP failed from server Sophos
Module: CIDUpdate
Process ID: 1348
Thread ID: 5908

Time: 30/03/2011 09:32:37
Message: Downloading product SAVXP from server Sophos
Module: CIDUpdate
Process ID: 1348
Thread ID: 5908

Time: 30/03/2011 09:32:36
Message: ***************          Sophos AutoUpdate started          ***************
Module: ALUpdate
Process ID: 1348
Thread ID: 5908

:11227


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  • 0

    Hello Ray66,

    that's the correct program folder. And if it doesn't contain the folders Cache, Config, data, DefaultConfig and Logs I bet you're running Win 7 (or at least Vista). The ProgramData folder is usually hidden. Now there's many ways to skin a cat ... one way to find what we are looking for is: In explorer Organize->Folder and search options->tab Search near the bottom When searching non-indexed locations check Include system directories. Select the C: drive and type alc.log in the search box. This should give you some hits in the folder we are looking for. Right click and select Open file location. There should be also the ALUpdate logs.

    I used the word 'your' in reference to a server owned by Sophos

    I thought as much (knowing that the possessive pronoun second person is ambiguous) - I used the phrase "it's not my server" to enunciate that I am not Sophos. But if you insist you can argue: Customers pay for the service provided by "the server" therefore it's to a certain extent their server and in turn me being a customer's representative it's conceivably my server.  :smileywink: :smileyvery-happy:

    Christian

    :11309
Reply
  • 0

    Hello Ray66,

    that's the correct program folder. And if it doesn't contain the folders Cache, Config, data, DefaultConfig and Logs I bet you're running Win 7 (or at least Vista). The ProgramData folder is usually hidden. Now there's many ways to skin a cat ... one way to find what we are looking for is: In explorer Organize->Folder and search options->tab Search near the bottom When searching non-indexed locations check Include system directories. Select the C: drive and type alc.log in the search box. This should give you some hits in the folder we are looking for. Right click and select Open file location. There should be also the ALUpdate logs.

    I used the word 'your' in reference to a server owned by Sophos

    I thought as much (knowing that the possessive pronoun second person is ambiguous) - I used the phrase "it's not my server" to enunciate that I am not Sophos. But if you insist you can argue: Customers pay for the service provided by "the server" therefore it's to a certain extent their server and in turn me being a customer's representative it's conceivably my server.  :smileywink: :smileyvery-happy:

    Christian

    :11309
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