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Update from Secondary Server fails

HuggsTechie

I have recently upgraded to Sophos Endpoint Security and Control 9.5.  For laptops taken off the network and used away from it, I have created an update policy with a primary location of our server, and a secondary one as Sophos.  However, although I have a valid connection to the internet, I frequently find that Sophos has not updated; th following extract from the ALUpdate log shows this happening:

Trace(2011-Mar-28 22:58:29): ALUpdate(AutoUpdate.Started):
Trace(2011-Mar-28 22:58:29): UpdateCoordinator::UpdateNow: Entering
Trace(2011-Mar-28 22:58:29): PopulateCache: Entering
Trace(2011-Mar-28 22:58:29): UpdateCoordinator::UpdateNow: About to Sync list of products
Trace(2011-Mar-28 22:58:29): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
Trace(2011-Mar-28 22:58:29): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started:
Trace(2011-Mar-28 22:58:29): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location
Trace(2011-Mar-28 22:58:29): Calling package_source_init
Trace(2011-Mar-28 22:58:29): TrySyncProduct, Calling BeginSync
Trace(2011-Mar-28 22:58:29): Logging on network access user
Trace(2011-Mar-28 22:58:29): Attempting to make a connection to remote machine \\HCP-SVR-002\SophosUpdate\CIDs\S000\SAVSCFXP\
Trace(2011-Mar-28 22:58:36): CIDUpdate(Info): \\HCP-SVR-002\SophosUpdate, HUGGS\SophosUpdateMgr, 53
Trace(2011-Mar-28 22:58:36): File escdp.dat not found. Return code 0x80040f04
Trace(2011-Mar-28 22:58:36): Could not read master upd file: error 0x80040f04
Trace(2011-Mar-28 22:58:36): Error -2147217660 in ReadCustomerIDFile
Trace(2011-Mar-28 22:58:36): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {390DCDC2-10A9-4ef3-B8D8-0CA7F0E7EB92}
Trace(2011-Mar-28 22:58:36): CIDUpdateLocation::SyncProduct - Updating Product: RMSNT
Trace(2011-Mar-28 22:58:36): CIDUpdate(SyncProduct.Start): RMSNT, \\HCP-SVR-002\SophosUpdate\CIDs\S000\SAVSCFXP\
Trace(2011-Mar-28 22:58:36): CIDUpdateLocation::Sync - Updating from local CID: \\HCP-SVR-002\SophosUpdate\CIDs\S000\SAVSCFXP\rms
Trace(2011-Mar-28 22:58:36): CIDSync(CidSyncMessage):
Trace(2011-Mar-28 22:58:36): CIDSyncCallback, SynchronisationTerminated - Code = -2147024809
Trace(2011-Mar-28 22:58:36): CIDSyncCallback, SynchronisationTerminated - MapFile = C:\Program Files\Sophos\AutoUpdate\cache\rms.map
Trace(2011-Mar-28 22:58:36): CIDSync(CidSyncMessage): \\HCP-SVR-002\SophosUpdate\CIDs\S000\SAVSCFXP\rms, 
Trace(2011-Mar-28 22:58:36): CIDUpdateLocation::SyncProduct: Failed to update product (RMSNT) from "\\HCP-SVR-002\SophosUpdate\CIDs\S000\SAVSCFXP\", Error is :CIDSYNC_E_SRCNOTFOUND (Source not found.)
Trace(2011-Mar-28 22:58:36): CIDUpdate(CIDDownloadFailed):
Trace(2011-Mar-28 22:58:37): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 0
Trace(2011-Mar-28 22:58:37): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 0
Trace(2011-Mar-28 22:58:37): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Started:
Trace(2011-Mar-28 22:58:37): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, creating update location
Trace(2011-Mar-28 22:58:37): Path to decode files to: C:\WINDOWS\TEMP\sophos_autoupdate1.dir\1301349517
Trace(2011-Mar-28 22:58:37): Using top level catalogue sdds.esc95
Trace(2011-Mar-28 22:58:37): SDDSUpdateLocation, constructor start
Trace(2011-Mar-28 22:58:37): locConfig.m_server = \\HCP-SVR-002\SophosUpdate\CIDs\S000\SAVSCFXP\
Trace(2011-Mar-28 22:58:37): Calling check on source.m_address.m_path = \\HCP-SVR-002\SophosUpdate\CIDs\S000\SAVSCFXP\
Trace(2011-Mar-28 22:58:37): Calling package_source_init
Trace(2011-Mar-28 22:58:37): Creating package source to represent parent
Trace(2011-Mar-28 22:58:37): Create package source to represent local cache
Trace(2011-Mar-28 22:58:37): SDDSUpdateLocation::Constructor finished
Trace(2011-Mar-28 22:58:37): TrySyncProduct, Calling BeginSync
Trace(2011-Mar-28 22:58:37): SDDSUpdateLocation caught exception from BeginSync: Couldn't create catalogue sdds.esc95 GetLastError returned 53
Trace(2011-Mar-28 22:58:37): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Ended - 0
Trace(2011-Mar-28 22:58:37): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
Trace(2011-Mar-28 22:58:37): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started:
Trace(2011-Mar-28 22:58:37): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location
Trace(2011-Mar-28 22:58:37): Calling package_source_init
Trace(2011-Mar-28 22:58:37): TrySyncProduct, Calling BeginSync
Trace(2011-Mar-28 22:58:37): Logging on network access user
Trace(2011-Mar-28 22:58:37): Attempting to make a connection to remote machine \\HCP-SVR-002\SophosUpdate\CIDs\S000\SAVSCFXP\
Trace(2011-Mar-28 22:58:37): CIDUpdate(Info): \\HCP-SVR-002\SophosUpdate, HUGGS\SophosUpdateMgr, 53
Trace(2011-Mar-28 22:58:37): File escdp.dat not found. Return code 0x80040f04
Trace(2011-Mar-28 22:58:37): Could not read master upd file: error 0x80040f04
Trace(2011-Mar-28 22:58:37): Error -2147217660 in ReadCustomerIDFile
Trace(2011-Mar-28 22:58:37): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {E17FE03B-0501-4aaa-BC69-0129D965F311}
Trace(2011-Mar-28 22:58:37): CIDUpdateLocation::SyncProduct - Updating Product: SAVXP
Trace(2011-Mar-28 22:58:37): CIDUpdate(SyncProduct.Start): SAVXP, \\HCP-SVR-002\SophosUpdate\CIDs\S000\SAVSCFXP\
Trace(2011-Mar-28 22:58:37): CIDUpdateLocation::Sync - Updating from local CID: \\HCP-SVR-002\SophosUpdate\CIDs\S000\SAVSCFXP\savxp
Trace(2011-Mar-28 22:58:37): CIDSync(CidSyncMessage):
Trace(2011-Mar-28 22:58:37): CIDSyncCallback, SynchronisationTerminated - Code = -2147024809
Trace(2011-Mar-28 22:58:37): CIDSyncCallback, SynchronisationTerminated - MapFile = C:\Program Files\Sophos\AutoUpdate\cache\savxp.map
Trace(2011-Mar-28 22:58:37): CIDSync(CidSyncMessage): \\HCP-SVR-002\SophosUpdate\CIDs\S000\SAVSCFXP\savxp, 
Trace(2011-Mar-28 22:58:37): CIDUpdateLocation::SyncProduct: Failed to update product (SAVXP) from "\\HCP-SVR-002\SophosUpdate\CIDs\S000\SAVSCFXP\", Error is :CIDSYNC_E_SRCNOTFOUND (Source not found.)
Trace(2011-Mar-28 22:58:37): CIDUpdate(CIDDownloadFailed):
Trace(2011-Mar-28 22:58:38): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 0
Trace(2011-Mar-28 22:58:38): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 0
Trace(2011-Mar-28 22:58:38): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Started:
Trace(2011-Mar-28 22:58:38): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, creating update location
Trace(2011-Mar-28 22:58:38): Path to decode files to: C:\WINDOWS\TEMP\sophos_autoupdate1.dir\1301349518
Trace(2011-Mar-28 22:58:38): Using top level catalogue sdds.esc95
Trace(2011-Mar-28 22:58:38): SDDSUpdateLocation, constructor start
Trace(2011-Mar-28 22:58:38): locConfig.m_server = \\HCP-SVR-002\SophosUpdate\CIDs\S000\SAVSCFXP\
Trace(2011-Mar-28 22:58:38): Calling check on source.m_address.m_path = \\HCP-SVR-002\SophosUpdate\CIDs\S000\SAVSCFXP\
Trace(2011-Mar-28 22:58:38): Calling package_source_init
Trace(2011-Mar-28 22:58:38): Creating package source to represent parent
Trace(2011-Mar-28 22:58:38): Create package source to represent local cache
Trace(2011-Mar-28 22:58:38): SDDSUpdateLocation::Constructor finished
Trace(2011-Mar-28 22:58:38): TrySyncProduct, Calling BeginSync
Trace(2011-Mar-28 22:58:38): SDDSUpdateLocation caught exception from BeginSync: Couldn't create catalogue sdds.esc95 GetLastError returned 53
Trace(2011-Mar-28 22:58:38): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Ended - 0
Trace(2011-Mar-28 22:58:38): UpdateLocationFacade::SyncProduct: Last Update Mechanism = CID
Trace(2011-Mar-28 22:58:38): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Started:
Trace(2011-Mar-28 22:58:38): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, creating update location
Trace(2011-Mar-28 22:58:38): Calling package_source_init
Trace(2011-Mar-28 22:58:38): TrySyncProduct, Calling BeginSync
Trace(2011-Mar-28 22:58:38): Logging on network access user
Trace(2011-Mar-28 22:58:38): Attempting to make a connection to remote machine \\HCP-SVR-002\SophosUpdate\CIDs\S000\SAVSCFXP\
Trace(2011-Mar-28 22:58:38): CIDUpdate(Info): \\HCP-SVR-002\SophosUpdate, HUGGS\SophosUpdateMgr, 53
Trace(2011-Mar-28 22:58:38): File escdp.dat not found. Return code 0x80040f04
Trace(2011-Mar-28 22:58:38): Could not read master upd file: error 0x80040f04
Trace(2011-Mar-28 22:58:38): Error -2147217660 in ReadCustomerIDFile
Trace(2011-Mar-28 22:58:38): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Calling SyncProduct with {9BF40A4E-23AE-48be-9974-5A1F261DBEE8}
Trace(2011-Mar-28 22:58:38): CIDUpdateLocation::SyncProduct - Updating Product: Sophos AutoUpdate
Trace(2011-Mar-28 22:58:38): CIDUpdate(SyncProduct.Start): Sophos AutoUpdate, \\HCP-SVR-002\SophosUpdate\CIDs\S000\SAVSCFXP\
Trace(2011-Mar-28 22:58:38): CIDUpdateLocation::Sync - Updating from local CID: \\HCP-SVR-002\SophosUpdate\CIDs\S000\SAVSCFXP\sau
Trace(2011-Mar-28 22:58:38): CIDSync(CidSyncMessage):
Trace(2011-Mar-28 22:58:38): CIDSyncCallback, SynchronisationTerminated - Code = -2147024809
Trace(2011-Mar-28 22:58:38): CIDSyncCallback, SynchronisationTerminated - MapFile = C:\Program Files\Sophos\AutoUpdate\cache\sau.map
Trace(2011-Mar-28 22:58:38): CIDSync(CidSyncMessage): \\HCP-SVR-002\SophosUpdate\CIDs\S000\SAVSCFXP\sau, 
Trace(2011-Mar-28 22:58:38): CIDUpdateLocation::SyncProduct: Failed to update product (Sophos AutoUpdate) from "\\HCP-SVR-002\SophosUpdate\CIDs\S000\SAVSCFXP\", Error is :CIDSYNC_E_SRCNOTFOUND (Source not found.)
Trace(2011-Mar-28 22:58:38): CIDUpdate(CIDDownloadFailed):
Trace(2011-Mar-28 22:58:39): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, SyncProduct returned - 0
Trace(2011-Mar-28 22:58:39): TrySyncProduct<class AutoUpdate::CIDUpdateLocation>, Ended - 0
Trace(2011-Mar-28 22:58:39): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Started:
Trace(2011-Mar-28 22:58:39): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, creating update location
Trace(2011-Mar-28 22:58:39): Path to decode files to: C:\WINDOWS\TEMP\sophos_autoupdate1.dir\1301349519
Trace(2011-Mar-28 22:58:39): Using top level catalogue sdds.esc95
Trace(2011-Mar-28 22:58:39): SDDSUpdateLocation, constructor start
Trace(2011-Mar-28 22:58:39): locConfig.m_server = \\HCP-SVR-002\SophosUpdate\CIDs\S000\SAVSCFXP\
Trace(2011-Mar-28 22:58:39): Calling check on source.m_address.m_path = \\HCP-SVR-002\SophosUpdate\CIDs\S000\SAVSCFXP\
Trace(2011-Mar-28 22:58:39): Calling package_source_init
Trace(2011-Mar-28 22:58:39): Creating package source to represent parent
Trace(2011-Mar-28 22:58:39): Create package source to represent local cache
Trace(2011-Mar-28 22:58:39): SDDSUpdateLocation::Constructor finished
Trace(2011-Mar-28 22:58:39): TrySyncProduct, Calling BeginSync
Trace(2011-Mar-28 22:58:39): SDDSUpdateLocation caught exception from BeginSync: Couldn't create catalogue sdds.esc95 GetLastError returned 53
Trace(2011-Mar-28 22:58:39): TrySyncProduct<class AutoUpdate::SDDSUpdateLocation>, Ended - 0
Trace(2011-Mar-28 22:58:39): Product download skipped, Minimum Time Interval in place...
Trace(2011-Mar-28 22:58:39): Product download skipped, Minimum Time Interval in place...
Trace(2011-Mar-28 22:58:39): Product download skipped, Minimum Time Interval in place...
Trace(2011-Mar-28 22:58:39): ALUpdate(LocationSkipped): Sophos
Trace(2011-Mar-28 22:58:39): ALUpdate(DownloadEnded):
Trace(2011-Mar-28 22:58:39): UpdateCoordinator::UpdateNow: About to Action list of products
Trace(2011-Mar-28 22:58:40): RMSMessageHandler: ALUpdateEnd
Trace(2011-Mar-28 22:58:40): Sending message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>CIDDownloadFailed</ID><StringID>107</StringID><Sender>CIDUpdate</Sender><Insert>Sophos AutoUpdate</Insert><Insert>\\HCP-SVR-002\SophosUpdate\CIDs\S000\SAVSCFXP\</Insert></ErrorMessage><ReadableMessage>ERROR:   Download of Sophos AutoUpdate failed from server \\HCP-SVR-002\SophosUpdate\CIDs\S000\SAVSCFXP\</ReadableMessage></Config>
Trace(2011-Mar-28 22:58:40): 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>Sophos AutoUpdate</Insert><Insert>\\HCP-SVR-002\SophosUpdate\CIDs\S000\SAVSCFXP\</Insert></ErrorMessage><ReadableMessage>ERROR:   Download of Sophos AutoUpdate failed from server \\HCP-SVR-002\SophosUpdate\CIDs\S000\SAVSCFXP\</ReadableMessage></Config>
Trace(2011-Mar-28 22:58:40): IPCSender::ProcessSend: Send message: <?xml version="1.0" encoding="utf-8" ?><Config type="RMSEndUpdate"><ErrorMessage><ID>CIDDownloadFailed</ID><StringID>107</StringID><Sender>CIDUpdate</Sender><Insert>Sophos AutoUpdate</Insert><Insert>\\HCP-SVR-002\SophosUpdate\CIDs\S000\SAVSCFXP\</Insert></ErrorMessage><ReadableMessage>ERROR:   Download of Sophos AutoUpdate failed from server \\HCP-SVR-002\SophosUpdate\CIDs\S000\SAVSCFXP\</ReadableMessage></Config>
Trace(2011-Mar-28 22:58:40): IPCSender::ProcessSend: No messages in queue, starting to wait
Trace(2011-Mar-28 22:58:41): IPCSender::ProcessSend exiting

Included in this log is a note that the secondary location was skipped (highlighted in bold).  I was not aware of this happening with the previous version; any suggestions as to why this is happening?  If I force a manual update, this seems to correct itself, as the cross on the Sophos icon in Systray disappears...

:11569


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  • 0

    Updates from Sophos have a minimum interval of 1 hour and within this interval a an attempt on the secondary location is skipped.

    Christian

    :11575
  • 0

    Why is the 2ndary Server update SKIPPED? Is this a Bug?

    Most of our users, just know that we have Something running on their pcs, that is supposed to "protect" them. They don't know about having to run a Manual update.  Also, if they see a warning about "Update Failed", they don't know how to tell it is just that the local Sophos install has not been able to connect with the Endpoint Sophos Manager.  So, they are led to believe that NOTHING is updating, by a Generic error message.

    :13937
  • 0

    Hello Mrand,

    Why is the 2ndary Server update SKIPPED? Is this a Bug?

    It is not a bug. The minimum interval for updating from Sophos (not the 2ndary in general) is 1 hour - keep in mind that normally your clients should use your infrastructure even if they are not "at home". If you have to rely on Sophos as secondary you should set the updating interval to at least one hour - this way ALUpdate will not skip the secondary when the primary fails and no warning will be issued.

    HTH

    Christian

    :13947
  • 0

    Hi Christian,

    My 'remote' clients - most of the company, appear to have a similar problem in that our domain server on which the Control Panel is installed is not exposed to the internet so they are relying on the secondary Sophos server for their updates and always indicate as failed.

    I have changed the control panel updating schedule to 61 mins and this has been updated to which ever clients are currently on the domain... but how do we change this on the remote clients as "configure updating - schedule" is greyed-out ?

    Nick

    :18737
  • 0

    Hello Nick,

    the schedule can be changed by manually updating the config file (requires at least PowerUsers rights to edit this file) in [%ProgramFiles%|%ProgramData%]\Sophos\AutoUpdate\Config\isched.cfg. The value Frequency specifies minutes. If you don't want to tell your users how they can bypass the restrictions on the GUI you can for example use a compiled script to replace/modify the file (sufficient rights still required unless you elevate them in the script).

    Christian

    :18739