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Endpoint Security and Control - Product 9.5 Updating failed

RPMI

Hi, can any one help with an issue i am recieving. the sophos icon shield has the white/ red cross in the task bar and if you hover over it the message is Sophos Protection Updating:Failed we have Endpoint Security and Control - Product 9.5 and this updates fine on the network, however a few laptop users are have problems with updaing at home. the secondary server Sophos looks like it is failing asit saying its 'skipped' in the update logs we have the follwing message

Time: 09/12/2011 13:00:48
Message: AutoUpdate finished
Module: ALUpdate
Process ID: 5504
Thread ID: 5508

Time: 09/12/2011 13:00:47
Message: Installation of Sophos AutoUpdate skipped
Module: ALUpdate
Process ID: 5504
Thread ID: 5508

Time: 09/12/2011 13:00:47
Message: Installation of SAVXP skipped
Module: ALUpdate
Process ID: 5504
Thread ID: 5508

Time: 09/12/2011 13:00:47
Message: Downloading phase completed
Module: ALUpdate
Process ID: 5504
Thread ID: 5508

Time: 09/12/2011 13:00:46
Message: Product cache update from secondary server successfully finished
Module: SDDSUpdate
Process ID: 5504
Thread ID: 5508

Time: 09/12/2011 13:00:46
Message: Downloading product Sophos AutoUpdate from server Sophos
Module: SDDSUpdate
Process ID: 5504
Thread ID: 5508

Time: 09/12/2011 13:00:46
Message: Product cache update from secondary server successfully finished
Module: SDDSUpdate
Process ID: 5504
Thread ID: 5508

Time: 09/12/2011 13:00:44
Message: Downloading product SAVXP from server Sophos
Module: SDDSUpdate
Process ID: 5504
Thread ID: 5508

Time: 09/12/2011 13:00:44
Message: Download of product RMSNT from server Sophos skipped because it is unavailable from this location
Module: ALUpdate
Process ID: 5504
Thread ID: 5508

Time: 09/12/2011 13:00:43
Message: Could not connect to the server. Check that this computer is connected to the network and that Sophos AutoUpdate is configured to update from the correct location with the correct credentials and proxy details (if required)
Module: CIDUpdate
Process ID: 5504
Thread ID: 5508

Time: 09/12/2011 13:00:43
Message: Downloading product Sophos AutoUpdate from server \\JIMBO\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 5504
Thread ID: 5508

Time: 09/12/2011 13:00:43
Message: Could not add a connection to server \\JIMBO\SophosUpdate; user JIMBO\SophosUpdateMgr; Windows error 53
Module: CIDUpdate
Process ID: 5504
Thread ID: 5508

Time: 09/12/2011 13:00:42
Message: Could not connect to the server. Check that this computer is connected to the network and that Sophos AutoUpdate is configured to update from the correct location with the correct credentials and proxy details (if required)
Module: CIDUpdate
Process ID: 5504
Thread ID: 5508

Time: 09/12/2011 13:00:42
Message: Downloading product SAVXP from server \\JIMBO\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 5504
Thread ID: 5508

Time: 09/12/2011 13:00:42
Message: Could not add a connection to server \\JIMBO\SophosUpdate; user JIMBO\SophosUpdateMgr; Windows error 53
Module: CIDUpdate
Process ID: 5504
Thread ID: 5508

Time: 09/12/2011 13:00:41
Message: Could not connect to the server. Check that this computer is connected to the network and that Sophos AutoUpdate is configured to update from the correct location with the correct credentials and proxy details (if required)
Module: CIDUpdate
Process ID: 5504
Thread ID: 5508

Time: 09/12/2011 13:00:41
Message: Downloading product RMSNT from server \\JIMBO\SophosUpdate\CIDs\S000\SAVSCFXP\
Module: CIDUpdate
Process ID: 5504
Thread ID: 5508

Time: 09/12/2011 13:00:41
Message: Could not add a connection to server \\JIMBO\SophosUpdate; user JIMBO\SophosUpdateMgr; Windows error 53
Module: CIDUpdate
Process ID: 5504
Thread ID: 5508

Time: 09/12/2011 13:00:34
Message: ***************          Sophos AutoUpdate started          ***************
Module: ALUpdate
Process ID: 5504
Thread ID: 5508

does any body have any ideas ? i have cleared temp files and cache as some others have posted but the icon will not return to normal thanks in advance

:19625


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  • 0
    Hello RPMI,

    as RMS is used to communicate with the management server and therefore both site-specific and requiring a connection to the local network it is not updated from Sophos as source location. So this is to be expected.

    Christian
    :19631
  • 0

    Hi Christian,

    many thanks for your reply.

    i am new to the software and a little confused,

    i have another laptop connecting via wireless and not on our network yet that updates no bother.

    both are using XP SP3. same model and same image build.

    any ideas?

    the log shows as follows

    Time: 09/12/2011 14:44:35
    Message: AutoUpdate finished
    Module: ALUpdate
    Process ID: 5348
    Thread ID: 5356

    Time: 09/12/2011 14:44:34
    Message: Installation of Sophos AutoUpdate skipped
    Module: ALUpdate
    Process ID: 5348
    Thread ID: 5356

    Time: 09/12/2011 14:44:34
    Message: Product has been successfully installed
    Module: ALUpdate
    Process ID: 5348
    Thread ID: 5584

    Time: 09/12/2011 14:43:58
    Message: Installing Product SAVXP
    Module: ALUpdate
    Process ID: 5348
    Thread ID: 5584

    Time: 09/12/2011 14:43:58
    Message: Downloading phase completed
    Module: ALUpdate
    Process ID: 5348
    Thread ID: 5356

    Time: 09/12/2011 14:43:57
    Message: Product cache update from secondary server successfully finished
    Module: SDDSUpdate
    Process ID: 5348
    Thread ID: 5356

    Time: 09/12/2011 14:43:54
    Message: Downloading product Sophos AutoUpdate from server Sophos
    Module: SDDSUpdate
    Process ID: 5348
    Thread ID: 5356

    Time: 09/12/2011 14:43:53
    Message: Product cache update from secondary server successfully finished
    Module: SDDSUpdate
    Process ID: 5348
    Thread ID: 5356

    Time: 09/12/2011 14:43:32
    Message: Downloading product SAVXP from server Sophos
    Module: SDDSUpdate
    Process ID: 5348
    Thread ID: 5356

    Time: 09/12/2011 14:43:32
    Message: Download of product RMSNT from server Sophos skipped because it is unavailable from this location
    Module: ALUpdate
    Process ID: 5348
    Thread ID: 5356

    Time: 09/12/2011 14:43:31
    Message: Could not connect to the server. Check that this computer is connected to the network and that Sophos AutoUpdate is configured to update from the correct location with the correct credentials and proxy details (if required)
    Module: CIDUpdate
    Process ID: 5348
    Thread ID: 5356

    Time: 09/12/2011 14:43:31
    Message: Downloading product Sophos AutoUpdate from server \\JIMBO\SophosUpdate\CIDs\S000\SAVSCFXP\
    Module: CIDUpdate
    Process ID: 5348
    Thread ID: 5356

    Time: 09/12/2011 14:43:31
    Message: Could not add a connection to server \\JIMBO\SophosUpdate; user JIMBO\SophosUpdateMgr; Windows error 53
    Module: CIDUpdate
    Process ID: 5348
    Thread ID: 5356

    Time: 09/12/2011 14:43:30
    Message: Could not connect to the server. Check that this computer is connected to the network and that Sophos AutoUpdate is configured to update from the correct location with the correct credentials and proxy details (if required)
    Module: CIDUpdate
    Process ID: 5348
    Thread ID: 5356

    Time: 09/12/2011 14:43:30
    Message: Downloading product SAVXP from server \\JIMBO\SophosUpdate\CIDs\S000\SAVSCFXP\
    Module: CIDUpdate
    Process ID: 5348
    Thread ID: 5356

    Time: 09/12/2011 14:43:30
    Message: Could not add a connection to server \\JIMBO\SophosUpdate; user JIMBO\SophosUpdateMgr; Windows error 53
    Module: CIDUpdate
    Process ID: 5348
    Thread ID: 5356

    Time: 09/12/2011 14:43:29
    Message: Could not connect to the server. Check that this computer is connected to the network and that Sophos AutoUpdate is configured to update from the correct location with the correct credentials and proxy details (if required)
    Module: CIDUpdate
    Process ID: 5348
    Thread ID: 5356

    Time: 09/12/2011 14:43:29
    Message: Downloading product RMSNT from server \\JIMBO\SophosUpdate\CIDs\S000\SAVSCFXP\
    Module: CIDUpdate
    Process ID: 5348
    Thread ID: 5356

    Time: 09/12/2011 14:43:29
    Message: Could not add a connection to server \\JIMBO\SophosUpdate; user JIMBO\SophosUpdateMgr; Windows error 53
    Module: CIDUpdate
    Process ID: 5348
    Thread ID: 5356

    Time: 09/12/2011 14:40:19
    Message: ***************          Sophos AutoUpdate started          ***************
    Module: ALUpdate
    Process ID: 5348
    Thread ID: 5356

    :19637
  • 0

    Hello RPMI,

    it might be confusing that the logs are practically identical. I think that the skipped RMS download will eventually result in the display of the white-on-red cross (note that the indicator is usually not set on the first failure). It might be confusing or cause the user to miss a true updating error but as clients are supposed to update from a webCID if they are regularly "outside" I doubt that Sophos will change this behaviour.  

    HTH

    Christian

    :19667