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SUM not distributing or updating

RT

All,

sorry for the long winded post.
Background: My organization updated the EC on the 12th i believe and since then things have just gone downhill.  The VM that everything is on hated life until I migrated all settings from 15 Software Subscriptions to one general group.  This improved performance until disc space had gotten so low that SUM would time out when ever it tried to contact Sophos.  We have added more disc space enabling SUM to communicate with Sophos.  I have contacted support on 4 occasions and they have been very intelligent and eventually escalated the case.  Oddly enough it took a desperate call to a contact of mine to actually get support to contact me.  I ran the Sophos Diagnostic Utility 3 days ago and have yet to hear anything from support regarding any findings.  I also re-ran the install for SUM as a repair install and still nothing.  Any input is greatly appreciated.

Latest application event error: Synchronize operation failed when synchronizing product release '443DC50B-DFC1-4678-AC88-19965CAEA3B7'. Details: Cannot create stream C:/Documents and Settings/All Users/Application Data/Sophos/Update Manager/Update Manager/Warehouse/123

S2k3 sp2
Ent Con 4

Tried to recreate CIDs and Warehouse folder as described in another kb but no dice.

Update manager status
                                             01/16/2010 9:00:32 AM80040406  Delivery failed for software subscription 'Recommended'. Access to the source update location is denied or the location is otherwise unavailable.
                                             01/16/2010 8:48:41 AM80040401  Software update failed.                 
                                             01/16/2010 8:48:41 AM80040404  Threat detection data update failed

:834


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    Looks like a fine mess. Unfortunately there is no sufficient warning about the vastly increased space requirements and also no section on how to deal with "very many subscriptions" after the first migration step. 

    Now as you are already past this point and waiting for support to call back - there might still a few things you could do.

    Is EM library still running and updating correctly? Did you migrate some/all clients or do you still use the legacy policies? If the latter no serious damage has been done. Don't know about the size of your organization and your "change management" but I'd seriously consider one of these options (though you better ask Sophos for an official statement before trying one of these):

    • Revert to SEC 3.1 - I have done so on one server without any problem
    • arrange for a new management server with a clean SEC 4 installation

    Looking at the snippets:

    You have subscribed to SAVNT? Or am I misinterpreting this digits-dashes-letters string?

    Cannot create stream - whenever I encountered it the source location started with http, I have never seen a drive letter there.

    Could you show us the Updating hierarchy report (or at least parts of it)?

    Christian

    :851
  • 0

    Is EM library still running and updating correctly?-  EM is still "available" but is listed as not being updated since the date of our      migration and I get an error saying that I am unable to connect to it when I try to open/connect to it.

    Did you migrate some/all clients or do you still use the legacy policies?-   the clients were migrated but I created new policies both in Legacy and the new Update policies.  I have since changes to use Updates instead of Legacy.

    You have subscribed to SAVNT? Or am I misinterpreting this digits-dashes-letters string? -  I have subscribed to SAVNT as we sadly have a few of kicking around at our main campus.

    I worked on this issue for roughly 9 hours Saturday and found that when I restarted the Sophos Update Manager Service that it was somehow able to download the most recent version for SUM and is now at 1.0.3.122.  The oddest thing of all is that the Software Subscription was set to 7 Recommended and I changed it to 9 Recommended meaning there had been no instances of any 9 versions being downloaded (if I am not mistaken).  After changing the subscription to all/most devices have been updated to version 9 giving the indication that everything is working correctly even though it was still giving a failure for threat detection software.

    :852
  • 0

    Well it seems as though I have some good news.  For reasons unknown to me, everything seems to be working well and the SUM shows a date for the Last Updated status instead of never so I am pleased.  I wish I could give a logical explination but I'm afraid I don't have one.

    :855
  • 0

    Well, I have determined my simple, yet remarkably frustrating, resolution.  Once the SUM had been updated to the most current version it began to try and distribute software to the 3 share locations that we have but the software delivery would fail.  Changed it to distribute to the default share ONLY and all is well.  Ended up being a permissions issue on the network shares in our remote locations.  I will let you know when Sophos Support actually contacts me… I won’’’’t hold my breath.

    :857
  • 0

    Good to hear it works.

    A remark: It have the impression that some errors (eg. a failed self-update) can cause SUM to cancel the whole update process (or at least to skip the outstanding actions). Correct?

    Christian 

    :858
  • 0

    Well, in our case it would depend on the share that the group’’’’s updating policy is pointing to.  I can’’’’t say for sure if the SUM will not distribute the software to the shares at all if one fails but I added a share we use along with the default update location and the software delivery failed.  Then, yet another simple detail, I realized that there’’’’s an option to choose a username and pw to use when writing the files to specific shares.  Since we have a network account for updating I configured the distribution shares to use the correct credentials, domain admin so I didn’’’’t have to change permissions on the server’’’’s share, and it was all set. 

    :859
  • 0

    I wanted to resurrect this thread a bit to say thank you to RT for the lead I needed. I just ran into this issue myself. After realizing that some permissions on my share were not correct I was able to correct them and solve my problem.


    Thanks so much for taking the time to put that information back into this post!


    Take care,

    John

    :27793