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enterprise console will not update

cptjck28

Hi.

The enterprise console will not update and hasent snice november. When i look at the logviewer.exe.  I see

12/3/2014 10:49:57 AM Error Decoding of product release Sophos Update Manager version RECOMMENDED was not done because the synchronization failed.

12/3/2014 10:49:57 AM Error Version information for product 'Sophos Update Manager' was not gathered by dispatcher 'DispatcherPrograms-2014-12-03T18-49-29-3', as the last synchronization of that product failed.

We are using sophos enterprise console 5.2.2 on server windows server 2008 r2 

Thanks for the help in advance 

:55026


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  • 0

    I Deleted the contents of the  working and Update manager\wherehouse and the are not being fullied up. As described http://www.sophos.com/en-us/support/knowledgebase/66176.aspx 

    :55027
  • 0

    This may be a long shot, but I had an almost similar issue a while back which was caused by our gateway firewall blocking an update from getting through.  If you haven't already done so, it may be worth checking your firewall logs and setting an exclusion for your Enterprise Console server if required.

    It was a slightly different issue in my case, but still worth a shot.

    :55034
  • 0

    Hello cptjck28,

    you have to locate the initial error which is further down. I'd expect something like Error Synchronize operation failed when synchronizing ..., it could be something else but as \Working isn't populated this seems to be the most likely.

    If the Logviewer doesn't have helpful details please check the SUMTrace... log. Search for a line containing [ActionSyncSupplements] and ending with started.... Form there work down - the line with the initial error should be obvious.

    Christian

    :55036
  • 0

    I check the File wall  and it is good.

    I did find the Synchronize error

    12/3/2014 2:27:37 PM Error Synchronize operation failed when synchronizing product release 'Windows Endpoint Security and Control'. Details: Cannot create stream C:/ProgramData/Sophos/Update Manager/Update Manager/Warehouse/3098

    and in the SUMTrace file  looks like it cannot create stream C:/ProgramData/Sophos/Update Manager/Update Manager/Warehouse/26599   it does have access to that folder

    I Also notice i see a the correct server and  and username but no password

    2014-12-04 02:58:09 : Cmd-Sock-896 << [R0000][C:\ProgramData\Sophos\Update Manager\Update Manager\][\\UCRXCW01\SophosUpdate][UNEX_ADMIN\SophosUpdateMgr][] Local path: C:\ProgramData\Sophos\Update Manager\Update Manager\ Remote path: \\UCRXCW01\SophosUpdate Username: UNEX_ADMIN\SophosUpdateMgr Obfuscated password: 

    sumtrac log and give you the hole log if you need it 

    2014-12-04 08:57:59 : <Warning> Failed to load any customer file contents. Enforcing product synchronisation ...
    2014-12-04 08:57:59 : <Info> Downloading remote customer file.
    2014-12-04 08:57:59 : Thu Dec 04 08:57:59 2014 - No action
    2014-12-04 08:57:59 : Thu Dec 04 08:57:59 2014 - No action
    2014-12-04 08:58:01 : <Info> Successfully downloaded remote customer file content from SOPHOS
    2014-12-04 08:58:01 : <WARNING> Failed to retrieve time stamp from local warehouse sdds.sepa_retired.xml (error: Catalogue does not exist or its content is invalid: sdds.sepa_retired.xml)
    2014-12-04 08:58:03 : <WARNING> Failed to retrieve time stamp from local warehouse sdds.fw_osx_epa_s_MAC2014-1.xml (error: Catalogue does not exist or its content is invalid: sdds.fw_osx_epa_s_MAC2014-1.xml)
    2014-12-04 08:58:03 : <WARNING> Failed to retrieve time stamp from local warehouse sdds.epa_s_WIN2014-1.xml (error: Catalogue does not exist or its content is invalid: sdds.epa_s_WIN2014-1.xml)
    2014-12-04 08:58:04 : <WARNING> Failed to retrieve time stamp from local warehouse sdds.fw_sum_s_epa_154_SUM2014-4.xml (error: Catalogue does not exist or its content is invalid: sdds.fw_sum_s_epa_154_SUM2014-4.xml)
    2014-12-04 08:58:04 : <WARNING> Failed to retrieve time stamp from local warehouse sdds.fw_unix_s_LIN2014-2.xml (error: Catalogue does not exist or its content is invalid: sdds.fw_unix_s_LIN2014-2.xml)
    2014-12-04 08:58:04 : <WARNING> Failed to retrieve time stamp from local warehouse sdds.fw_linux_s_LIN2014-2.xml (error: Catalogue does not exist or its content is invalid: sdds.fw_linux_s_LIN2014-2.xml)
    2014-12-04 08:58:04 : <WARNING> Failed to retrieve time stamp from local warehouse sdds.fw_classic_unix_s_LIN2014-2.xml (error: Catalogue does not exist or its content is invalid: sdds.fw_classic_unix_s_LIN2014-2.xml)
    2014-12-04 08:58:08 : Package synchronisation started.
    2014-12-04 08:58:08 : Cmd-ALL << [I1012][c6ebf05d2fc35fab343dcb85099239c2x000.dat] Starting to synchronise file 'c6ebf05d2fc35fab343dcb85099239c2x000.dat'...
    2014-12-04 08:58:08 : Error during package synchronisation: Cannot create stream C:/ProgramData/Sophos/Update Manager/Update Manager/Warehouse/26577
    2014-12-04 08:58:08 : <WARNING> Sync iteration failed. CurrentResult: 6, Error: Cannot create stream C:/ProgramData/Sophos/Update Manager/Update Manager/Warehouse/26577
    2014-12-04 08:58:09 : Package synchronisation started.
    2014-12-04 08:58:09 : Cmd-ALL << [I1012][c6ebf05d2fc35fab343dcb85099239c2x000.dat] Starting to synchronise file 'c6ebf05d2fc35fab343dcb85099239c2x000.dat'...
    2014-12-04 08:58:09 : Error during package synchronisation: Cannot create stream C:/ProgramData/Sophos/Update Manager/Update Manager/Warehouse/26599
    2014-12-04 08:58:09 : <WARNING> Sync iteration failed. CurrentResult: 6, Error: Cannot create stream C:/ProgramData/Sophos/Update Manager/Update Manager/Warehouse/26599
    2014-12-04 08:58:09 : Package synchronisation started.
    2014-12-04 08:58:09 : Cmd-ALL << [I1012][c6ebf05d2fc35fab343dcb85099239c2x000.dat] Starting to synchronise file 'c6ebf05d2fc35fab343dcb85099239c2x000.dat'...
    2014-12-04 08:58:09 : Error during package synchronisation: Cannot create stream C:/ProgramData/Sophos/Update Manager/Update Manager/Warehouse/26621
    2014-12-04 08:58:09 : <WARNING> Sync iteration failed. CurrentResult: 6, Error: Cannot create stream C:/ProgramData/Sophos/Update Manager/Update Manager/Warehouse/26621
    2014-12-04 08:58:09 : Package synchronisation started.
    2014-12-04 08:58:09 : Cmd-ALL << [I1012][c6ebf05d2fc35fab343dcb85099239c2x000.dat] Starting to synchronise file 'c6ebf05d2fc35fab343dcb85099239c2x000.dat'...
    2014-12-04 08:58:09 : Error during package synchronisation: Cannot create stream C:/ProgramData/Sophos/Update Manager/Update Manager/Warehouse/26643
    2014-12-04 08:58:09 : <WARNING> Sync iteration failed. CurrentResult: 6, Error: Cannot create stream C:/ProgramData/Sophos/Update Manager/Update Manager/Warehouse/26643
    2014-12-04 08:58:09 : <ERROR> Sync operation failed: The warehouse source list has been exhausted.

    :55041
  • 0

    check the system.xml and the registry they both have the same username and password and  it looks like the sophos account is being lock out.  I check the password in AD and  used UpdateManagerHelper -c with and without the password being obfuscationed. I am able to download the .dat files manually. Now gettign the error 12/4/2014 1:34:20 PM Error Decode operation failed with an unexpected error. Details: Failed to read customer file content.

    :55042
  • 0

    look like t he Binaries are downloading however gettign the Error The share deployment operation failed when decoding product release 'Sophos Patch Server'. Details: Could not remove target for decode by hard link.

    :55043
  • 0

    Hello cptjck28,

    does it work now? If you had troubles with the account it's a good idea to reboot the server after correcting the issue and then deal with the (potentially) remaining errors.

    Christian

    :55080
  • 0

    Yes it now working. I had to manually reenter the username and reobfuscate the password then put them in the System.xml file and the registry and then set the sophos update manager service to use the sophos update account.. Then restart service and it would downloaded the binaries then change the service account back to local system. I also had to add the sophos update account to the folder ACL and reenter my subscripton account detials 

    :55092