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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,

    perfect. The reason is in the line(s):

    Trace(2013-Dec-19 13:31:30): SDDSUpdateLocation caught exception from download: Couldn't authenticate user for resource with host server.

     In other words, the download credentials are wrong (don't post them here). The user is normally either all numeric or em followed by numeric digits, the password alpha-numeric. If you copy-pasted the credentials please make sure there is no trailing blank.

    To verify the credentials you could paste one of the failing URLs (e.g. http://es-web-2.sophos.com/update/9BF40A4E-23AE-48be-9974-5A1F261DBEE8/61fe2ea745570464fafa63d98557c923x000.xml) in your browser's address bar. If they don't work please check with your employer.

    HTH

    Christian

    :46073
  • 0

    Thank you Christian.

    The user information indeed matches your description

    User: em followed by 10 digits

    password: 3 digits, 3 letters, 3 digits

    It still does not work, so will contact my employer (to have them arrange this with Sophos).

    Thanks for helping me till here.

    regards,

    Pieter

    :46083