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standalone Endpoint cannot update

Marf

I have 3 PC's out of 5 that endpoint is failing to download updates directly from Sophos. The Sophos configuration has not been touched for many years. I have tried uninstalling it and reinstalling on one of the PCs without any success. The failure looks like it goes back about a month.

the log shows

sophoslog.jpg

Config with username blanked out

sophosconfig.jpg

Has anyone got any ideas.

Many thanks

Marshall

:56111


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  • 0

    Hello Marshall,

    are all 5 identical - OS, SAV version (which one, BTW), configuration?

    The ALUpdate log (in %ProgramData%\Sophos\AutoUpdate\Logs\) should have a specific error message for the failed download, please post it.

    Christian

    :56112
  • 0

    Hi Christian

    All PC's have the same level of SAV, 10.3. The 3 that are not wokring are running windows 7. 1 of the PC working is running windows 7, the other 8.1. Log files attached.

    Regards

    Marshall

    :56128
  • 0

    Trace(2015-Mar-03 21:21:24): ERROR: [E21569] Couldn't authenticate user for resource with host server. URL was: http://dci.sophosupd.com/update
    Trace(2015-Mar-03 21:21:24): [I23158] No proxy was used.
    Trace(2015-Mar-03 21:21:24): [I96736] Looking for package StandaloneWindows RECOMMENDED 10
    Trace(2015-Mar-03 21:21:24): ERROR: [E21569] Couldn't authenticate user for resource with host server. URL was: http://dci.sophosupd.net/update
    Trace(2015-Mar-03 21:21:24): [I23158] No proxy was used.

    It seems your credentials have expired. You need to get in touch with Sophos to renew them.

    Please add if I missed something Christian.. :catvery-happy:

    :56132
  • 0

    Vikas / Christian

    I have a license certificate indicating my license is valid through to June 2017. The auto update is also working on 2 of my PCs. I believe they are using the same credentials but can check that later today.

    Regards

    Marshall

    :56134
  • 0

    HI

    Confirming that the licenses that are working are signing in with the same credentials as the licenses that are not working.  I can't see how this can be a subscription issue.


    Regards

    Marshall

    :56156
  • 0

    Hello Marshall,

    you say you hadn't touched the configuration before it stopped working. Which SAV version is on the endpoints, the same on all of them? Could you post a snippet of the ALUpdate log from one of the working endpoints, comparing the logs might be of help?

    Christian

    :56159
  • 0

    Hi Christian

    All PCs are running 10.3.  Good log below and attached.

    Sophos ALUpdate-good.jpg

    Regards

    Marshall

    :56180
  • 0

    Hello Marshall,

    the logs (if I interpret them correctly) suggest that the credentials are incorrect - as daft as this may sound. Did you re-enter the credentials when confirming that [they] are signing in with the same credentials? Please make sure there's no leading or trailing whitespace in either the user or password.

    Christian

    :56188
  • 0

    Well done Christian, thank you.  It wasn't extra spaces or white space. It was a case sensitive username.

    I reentered the username directly from the license certificate and it worked.  Looks like the username did not use to be case sensitive but it is now.  

    My username on the license was sbe...  The machines that weren't working  all had SBE...,  I have not changed any of the configs for many years but autoupdate looks like it accepted the uppercase until recently.  The 2 machines that were working were puchased about a year ago when I must have entered the credentials with lowercase.

    Many thanks again

    Marshall

    :56198