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SEC 5.2.1 Security software wizard

Hild

Hi,

I am currently in the process of inputting username and password details into the security software wizard, but it's constantly showing the below dialogue box. Once I click on Yes, it disappears and re appears. Constant loop until i get frustrated and select no. Obviously once i select No, nothing is resolved. No binaries are downloaded and there is no network traffic happens once i click on Yes.

Any idea what is causing it? There is no proxy server on the network.

:42786


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  • 0

    HI,

    If you look in the Sophos Update Manager list view, does it show an error? Is it in downloading binaries state?

    I assume that your SUM is configured, i.e. the updating credentials are in?

    \Program Files (x86)\Sophos\Update Manager\LogViewer.exe might be worth a look as would be the trace logs of SUM:

    \programdata\Sophos\Update Manager\Logs\SUMTrace*.

    If SUM is fine, maybe it's just RMS that is failing to report the package info to the management service so it's not aware of the data it needs to show on the package screen.  You could restart the Sophos Agent service to generate anohter status message.

    Regards,

    Jak

    :42788
  • 0

    Hello Hild,

    normally if you select No the product information download should (continue to) run in the background and eventually complete. What did you do after selecting No - close the console and reopen it later and the Wizard started again? Or?

    After selecting No you should be able to access the Update managers view - is there the Recommended subscription and if, what's in there? You should also be able to open View/Edit configuration for your Update manager, on the Sources tab Edit the Sophos entry - check the information and click OK - what happens then?

    I've never used the Logviewer at this early stage but you should perhaps take a look.

    Christian

    :42790
  • 0

    Hello,

    Thankyou for your replies.

    At the moment i cannot input my sophos username and password as it constantly does this "Do you want to continue waiting" loop. Once i click on No, it says it is downloading binaries in the "Download status tab". Then after 10 seconds it will fail and under the "Error tab it will display "Software update failed".

    I am having the same issue as view/edit configuration. It points me to exactly the same spot to the "Download Security Software Wizard"

    :42792
  • 0

    Hi Jak,

    It stays in downloading binaries for 10 seconds, then an error "Software update failed appears under the error tab.

    I have looked in the latest log. It is displaying this. The log is called SUMTrace20130822T000941

    2013-08-22 16:35:30 : Schedule 'SchedulePrograms' entered new TimeBlock, trigger offset = 28 minutes.
    2013-08-22 16:35:30 : Thu Aug 22 16:35:30 2013 - No action
    2013-08-22 16:35:30 : Dispatcher started...
    2013-08-22 16:35:30 : Schedule 'ScheduleSupplements' entered new TimeBlock, trigger offset = 2 minutes.
    2013-08-22 16:35:30 : Thu Aug 22 16:35:30 2013 - No action
    2013-08-22 16:35:30 : Dispatcher started...
    2013-08-22 16:35:30 : Thu Aug 22 16:35:30 2013 - No action
    2013-08-22 16:35:30 : Dispatcher started...
    2013-08-22 16:35:30 : Thu Aug 22 16:35:30 2013 - No action
    2013-08-22 16:35:30 : Cmd-Sock-904 << [R0000] Parsed configuration contained in XML stream: 7 objects created.
    2013-08-22 16:35:30 : Cmd-Sock-904 <<
    2013-08-22 16:35:30 : Cmd-Sock-904 >>
    2013-08-22 16:35:30 : Cmd-Sock-904 >> SaveConfig config.xml default
    2013-08-22 16:35:30 : Cmd-Sock-904 << [R0000] Written 7 objects to file .\config.xml
    2013-08-22 16:35:30 : Cmd-Sock-904 <<
    2013-08-22 16:35:30 : Cmd-Sock-904 >> Execute DispatcherPrograms
    2013-08-22 16:35:30 : Cmd-Sock-904 << [R0000] Executing Object named DispatcherPrograms...
    2013-08-22 16:35:30 : Cmd-Sock-904 <<
    2013-08-22 16:35:30 : Cmd-Sock-904 >> Execute DispatcherSupplements
    2013-08-22 16:35:30 : Cmd-Sock-904 << [R0000] Executing Object named DispatcherSupplements...
    2013-08-22 16:35:30 : Cmd-Sock-904 <<
    2013-08-22 16:36:30 : Thu Aug 22 16:36:30 2013 - No action
    2013-08-22 16:36:30 : Thu Aug 22 16:36:30 2013 - No action
    2013-08-22 16:36:30 : Thu Aug 22 16:36:30 2013 - No action
    2013-08-22 16:36:30 : Thu Aug 22 16:36:30 2013 - No action
    2013-08-22 16:37:30 : Thu Aug 22 16:37:30 2013 - No action
    2013-08-22 16:37:30 : Thu Aug 22 16:37:30 2013 - ACTION
    2013-08-22 16:37:30 : Cmd-ALL << [I1018][DispatcherSupplements-2013-08-22T07-07-30-1][0] Started dispatcher with ID 'DispatcherSupplements-2013-08-22T07-07-30-1'. It will run 0 events.
    2013-08-22 16:37:30 : Thu Aug 22 16:37:30 2013 - No action
    2013-08-22 16:37:30 : Thu Aug 22 16:37:30 2013 - No action
    2013-08-22 16:38:30 : Thu Aug 22 16:38:30 2013 - No action
    2013-08-22 16:38:30 : Thu Aug 22 16:38:30 2013 - No action
    2013-08-22 16:38:30 : Thu Aug 22 16:38:30 2013 - No action
    2013-08-22 16:38:30 : Thu Aug 22 16:38:30 2013 - No action
    2013-08-22 16:39:30 : Thu Aug 22 16:39:30 2013 - No action
    2013-08-22 16:39:30 : Thu Aug 22 16:39:30 2013 - No action
    2013-08-22 16:39:30 : Thu Aug 22 16:39:30 2013 - No action
    2013-08-22 16:39:30 : Thu Aug 22 16:39:30 2013 - No action
    2013-08-22 16:40:30 : Thu Aug 22 16:40:30 2013 - No action
    2013-08-22 16:40:30 : Thu Aug 22 16:40:30 2013 - No action
    2013-08-22 16:40:30 : Thu Aug 22 16:40:30 2013 - No action
    2013-08-22 16:40:30 : Thu Aug 22 16:40:30 2013 - No action
    2013-08-22 16:41:30 : Thu Aug 22 16:41:30 2013 - No action
    2013-08-22 16:41:30 : Thu Aug 22 16:41:30 2013 - No action
    2013-08-22 16:41:30 : Thu Aug 22 16:41:30 2013 - No action
    2013-08-22 16:41:30 : Thu Aug 22 16:41:30 2013 - No action
    2013-08-22 16:42:30 : Thu Aug 22 16:42:30 2013 - No action
    2013-08-22 16:42:30 : Thu Aug 22 16:42:30 2013 - No action
    2013-08-22 16:42:30 : Thu Aug 22 16:42:30 2013 - No action
    2013-08-22 16:42:30 : Thu Aug 22 16:42:30 2013 - No action
    2013-08-22 16:43:30 : Thu Aug 22 16:43:30 2013 - No action
    2013-08-22 16:43:30 : Thu Aug 22 16:43:30 2013 - No action
    2013-08-22 16:43:30 : Thu Aug 22 16:43:30 2013 - No action
    2013-08-22 16:43:30 : Thu Aug 22 16:43:30 2013 - No action
    2013-08-22 16:44:30 : Thu Aug 22 16:44:30 2013 - No action
    2013-08-22 16:44:30 : Thu Aug 22 16:44:30 2013 - No action
    2013-08-22 16:44:30 : Thu Aug 22 16:44:30 2013 - No action
    2013-08-22 16:44:30 : Thu Aug 22 16:44:30 2013 - No action

    :42794
  • 0

    Hello Hild,

    It will run 0 events

    looks like it thinks it has nothing to do ...

    As you see Software update failed - could you perhaps post a screenshot of View Update Manager Details?

    Again - do you see the Recommended subscription on the left and open it? If yes, is the Licence (or License family) correct, do you see a list of products and versions, and is one of them (Windows 2000 and above) checked?

    Christian

    :42796