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updating failed

pieter

Hi all,

Installed Sophos last week, but since the start it is not able to update.

Hope you can help me and tell me what to do?

Thanks in advance.

The information stated under "view updating log" is as follows:

Time: 29-11-2013 8:57:03 Message: AutoUpdate finished Module: ALUpdate Process ID: 5336 Thread ID: 4640

Time: 29-11-2013 8:57:02 Message: Downloading phase completed Module: ALUpdate Process ID: 5336 Thread ID: 4640

Time: 29-11-2013 8:57:02 Message: ERROR:   Could not find a source for updated packages Module: ALUpdate Process ID: 5336 Thread ID: 4640

Time: 29-11-2013 8:57:01 Message: ERROR:   Download of Sophos AutoUpdate failed from server Sophos Module: SDDSUpdate Process ID: 5336 Thread ID: 4640

Time: 29-11-2013 8:57:00 Message: Downloading product Sophos AutoUpdate from server Sophos Module: SDDSUpdate Process ID: 5336 Thread ID: 4640

Time: 29-11-2013 8:56:59 Message: ERROR:   Download of SAVXP failed from server Sophos Module: SDDSUpdate Process ID: 5336 Thread ID: 4640

Time: 29-11-2013 8:56:59 Message: Downloading product SAVXP from server Sophos Module: SDDSUpdate Process ID: 5336 Thread ID: 4640

Time: 29-11-2013 8:56:58 Message: ***************          Sophos AutoUpdate started          *************** Module: ALUpdate Process ID: 5336 Thread ID: 4640

:45559


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  • 0

    Hello pieter,

    did you configure updating with the correct (license) credentials?

    Christian

    :45561
  • 0

    Hello Christian,

    After installation I did not change anything on the license credentials.

    (and during the installation the credentials were accepted, and again accepted when I registered for this forum).

    So would guess the credentials are ok.

    Is there anything else I can check or do?

    regards,

    Pieter

    :45563
  • 0

    Hello Pieter,

    during the installation the credentials were accepted

    they are not used during install (you don't have to enter them) but when AutoUpdate checks for updates - that the check never succeeded suggests the credentials are incorrect). Did you download the installer from the Sophos website and how did you obtain the license credentials?

    The reason for the failure should be in the ALUpdate log (in %ProgramData%\Sophos\AutoUpdate\Logs\ - or %ProgramFiles% for XP).

    Christian

    :45565
  • 0
    Hello Christian,
    Sorry for the late reply.

    I did download the program from the sophos website.
    Credentials were supplied via my employer, which has a subscription.

    Not able to send a scan of the logs, but it states between scan started and scan aborted
    Returned SAV interface error 0xa0040
    :46017
  • 0

    Hello pieter,

    Credentials were supplied via my employer

    again, the details of the failure are in the updating (ALUpdate...) log, not the AV (SAV.txt) or another log under Sophos Anti-Virus.

    Returned SAV interface error 0xa0040

    This seems to be a different issue, it is related to scanning (probably Scan my computer) but hard to say what the problem is as some digits from the error code as well as the location are missing. For this please post the lines between Scan started and Scan aborted.  

    Christian

    :46023
  • 0

    Hello Christian,

    How can I find the ALUpdate logs (and/or the info you need to solve this?

    And here the full info regarding the SAV interface error:

    20131123 085511 Scan 'Scan my computer' started.
    20131123 100159 Scanning "C:\Users\Pieter\Documents\Maartje\Voor later...docx" returned SAV Interface error 0xa0040212: The file is encrypted.
    20131123 100619 Scan 'Scan my computer' paused.
    20131123 100621 Scan 'Scan my computer' aborted.
    20131123 100621 Summary of results for scan 'Scan my computer':
      Items scanned: 109919
      Errors: 1
      Items quarantined: 0
      Items dealt with: 0

    Regards,

    Pieter

    :46037
  • 0

    Hello pieter,

    the 0xa0040212 is normal - an encrypted file's contents can't be scanned.

    As for ALUpdate - quoting from aone of the previous posts:

    The reason for the failure should be in the ALUpdate log (in %ProgramData%\Sophos\AutoUpdate\Logs\ - or %ProgramFiles%\Sophos\AutoUpdate\Logs\ for XP).

    Christian

    :46041
  • 0

    Hello Christian,

    Guess that is my problem, I can't find the ALUpdate logs, tried to search on my computer for  %ProgramData%\Sophos\AutoUpdate\Logs\ (and also searched in the sophos maps on my computer)

    Any suggestions how else I can find this? (in computer dummy language please)

    Only thing I could find was:

    C:\Users\Pieter\AppData\Local\Sophos\Sophos Anti-Virus\logs

    That was the error code I sent you in the previous message.

    regards,

    Pieter

    :46051
  • 0

    Hello pieter,

    ah, %ProgramData% is a hidden folder. There are several ways. Open an explorer window and just type the path  %ProgramData%\Sophos\AutoUpdate in the address bar and press enter. This should take you to the desired location.

    Christian

    :46055
  • 0

    Hello Christian,

    Thanks for the explanation, that helped.

    Could not get the text pasted in this box, so see attachment for the text in the ALUpdate logs.

    Does this help to find what is going wrong?

    regards,

    Pieter

    :46067