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New installation of Sophos, Update Manager won't register

rogermwl

Hello

New installation of Sophos Enterprise Console 4.7.0.13. The server was previously a member of a different domain with a different Management Server. This server has never been a mangement server before. Had some problems installing where it wouldn't create the SQL Database, but following Sophos knowledgebase articles, the database is installed and check okay as per their recommendations. 

After opening Enterprise Console, I get a diaglogue box Waiting for Sophos Update Manager to register. I've followed all of the obvious knowledgebase articles I could find (restarting server, services etc), and all of the Forum posts I could find (which mainly relate to proxys).

We don't have a proxy and we only have a simple router based firewall, with no outbound ports blocked. I can browse to the update server addresses and get the 'it works' messages. There aren't any errors in the Windows event logs. I've tried running the SUM installation and ran the repair. I've contacted Sophos support and followed their recommendations but responses are slowing down so I don't think they know what's wrong.

Does anyone have any suggestions to offer? Which error log should I be working with? I've looked at C:\Documents and Settings\All Users\Application Data\Sophos\Update Manager\Logs but there aren't any obvious errors.

Any help appreciated. Thanks.

:14553


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    Hello rogermwl,

    I don't know whar SUM is about to do when this message is displayed (I never had to deal with this error) but I guess it is trying to make "initial contact" to the parent warehouse. I assume \SophosUpdate\Warehouse is still empty, right? Just out of curiousity - what's in the SUMTrace logs?

    As I don't know what SUM expects at this point I don't know if it's worth to capture the HTTP traffic (I'm just thinking of it because - as you said - in some cases a proxy was involved).

    Anyway - you should perhaps put some pressure on Support

    Christian

    :14561
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    I would have thought that the SUM service would be making the connection to Sophos as soon as it's started, but Enterprise Manager needs to find the SUM service to add it to the console. I'm completely guessing though. We only support two Sophos environments.

    Actually, that's a good point that I'd forgotten. C:\Documents and Settings\All Users\Application Data\Sophos\Update Manager\Update Manager doesn't contain any folders. I'd presumed it would create those when it started working. Is it worth creating the folders manually? I forgot to mention in the OP that I've checked all of the folder security and usernames against another server.

    I've been generally happy with the support so far and I'm sure that they'll come to a suggestion, but it's a bit frustrating when the last response was to restart the services when that's already been suggested and the entire server has been rebooted serveral times. I'm hoping a user has found something Sophos havent!

    :14565