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Update Manager not updating

Rob25

Hi, when I try to update any of my servers the Sophos client does not update. I checked the update log and noticed that they all complete the Download portion of the update (all are configured to download from a local Update Manager, not directly from Sophos) but then say Installation Skipped.

I then logged in to Enterprose Console on the Update Manager and checked the logs in \Program Files\Sophos\AutoUpdate\Logs and noticed that I couldn't see any point where the Update Manager tries to download from the configured source http://es-web.sophos.com/update/. It only seems to update from itself. Does anybody know why this would happen? I can't see anywhere else that I would need to set the download site.

:36313


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    Hello Rob,

    actually we are dealing with two different issues here:

    Software Delivery Failed

    This is an error in the SUM component. If you View Update Manager Details it will show an error code together with a more or less helpful message. Please look up the error code (800404xx) in the knowledgebase. The output from LogViewer might give some helpful information and lastly the SUM's SUMTraceLogs (mentioned in the same article) have more details. If you are unsure how to proceed please post what you've found (at least the code).

    CIDSYNC_E_CIDSWAPERROR [...]  looks like the update is trying to get updates from the local SUM instead of Sophos

    is related to AutoUpdate, i.e. updating the endpoint component - as said this is correct, AutoUpdate is not part of SUM. The update location is the one specified in the endpoint updating policy,  not the one from the SUM's configuration. Please see the link for a possible solution. Usually it indicates the some file in sophos_autoupdate1.dir is locked (note that the lock could be held by something other than the Indexing Service - apart from Process Monitor you can use Process Explorer and its Find ... function - search for autoupdate1 - to determine the locking process).  

    HTH

    Christian

    :36427
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  • 0

    Hello Rob,

    actually we are dealing with two different issues here:

    Software Delivery Failed

    This is an error in the SUM component. If you View Update Manager Details it will show an error code together with a more or less helpful message. Please look up the error code (800404xx) in the knowledgebase. The output from LogViewer might give some helpful information and lastly the SUM's SUMTraceLogs (mentioned in the same article) have more details. If you are unsure how to proceed please post what you've found (at least the code).

    CIDSYNC_E_CIDSWAPERROR [...]  looks like the update is trying to get updates from the local SUM instead of Sophos

    is related to AutoUpdate, i.e. updating the endpoint component - as said this is correct, AutoUpdate is not part of SUM. The update location is the one specified in the endpoint updating policy,  not the one from the SUM's configuration. Please see the link for a possible solution. Usually it indicates the some file in sophos_autoupdate1.dir is locked (note that the lock could be held by something other than the Indexing Service - apart from Process Monitor you can use Process Explorer and its Find ... function - search for autoupdate1 - to determine the locking process).  

    HTH

    Christian

    :36427
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