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Update Manager Failing to download files

kitkatneko

I have a SEC 4.5.1R2 on Windows 2012R2. All firewall turned off. The only thing between the serveur and the internet is a firewall that allow http, https.

Some .dat files will fail downloading with the following error:

EventLog: 3758112773 1 Inserts:> "Failed to read customer file content."
2013-12-16 23:52:39 : Cmd-ALL << [E4005][Failed to read customer file content.] Decode operation failed with an unexpected error. Details: Failed to read customer file content.

I have research the issue of downloading .dat files and while I am still looking for a better solution I have found/tried out the following:
-downloading http://d1.sophosupd.com/update/19a6ec3b53180750080e230c361262a1x000.dat will randomly fail on several computers. (or http://d1.sophosupd.com/update/e5e317f9006e874679e449ba4b159b5ex000.dat)
-following the kb http://www.sophos.com/en-us/support/knowledgebase/66176.aspx I have delete the content of the warehouse and it did download several other .dat file successfully
-running everything as the update manager service does not help
-downloading the file with other browsers, only Firefox is able to download it.
-adding http://*.sophosupd.com, http://*.sophosupd.net to the trusted site list
-reset IE to factory settings and restarted machine

-installed the sophos console on a new server 2008R2 (instead of 2012R2)
 

At that point I really don't know what this is. No other software on the network reported any similar behavior for downloading files.

Any other ideas?

:46015


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    Hello kitkatneko,

    SEC 4.5.1R2

    you mean SEC 5.2.1 R2, don't you?

    reset IE

    SUM does not use IE (or any of its settings) when downloading files. Dunno what it's trying to tell us with Failed to read customer file content, but I don't think it can't download the file (thus checking whether the files can be downloaded with a browser is moot). If the files are present in the warehouse then it's likely not a download error (there is always the possibility they are corrupt but then you'd likely get a checksum error). BTW did you delete the contents of Warehouse and Working?

    As said, I don't know what Failed to read customer file content signifies and what could be the cause. Thus I suggest that instead of trying to troubleshoot it on your own do as advised in the last paragraph of 66176 and contact Support.

    Christian

    :46025
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  • 0

    Hello kitkatneko,

    SEC 4.5.1R2

    you mean SEC 5.2.1 R2, don't you?

    reset IE

    SUM does not use IE (or any of its settings) when downloading files. Dunno what it's trying to tell us with Failed to read customer file content, but I don't think it can't download the file (thus checking whether the files can be downloaded with a browser is moot). If the files are present in the warehouse then it's likely not a download error (there is always the possibility they are corrupt but then you'd likely get a checksum error). BTW did you delete the contents of Warehouse and Working?

    As said, I don't know what Failed to read customer file content signifies and what could be the cause. Thus I suggest that instead of trying to troubleshoot it on your own do as advised in the last paragraph of 66176 and contact Support.

    Christian

    :46025
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