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Update managers in the enterprise console EC 5.1 dosent download updates from our head office.

genesis_genesis

Hi

We have installed Sophos Enterprise console on our antivirus server and the update managers in the enterprise console pull the updates from our head office.

It stopped suddenly pulling the updates and when I spoke to them they said nothing has been changed from their side and they say there is a fault at our end.

The source details settings  from where the updates are pulled are just a hyperlink:
http://headoffice- Sophos.com

When I renter this settings and say ok

I get a dialog box which says  : It is not possible to determine if the source location
http://headoffice- Sophos.com has direct network path to Sophos because the location is not managed. Would you like to save the configuration anyway.

If I say yes I get a dialog box which says : The update location http://headoffice- Sophos.com at the top of your hierarchy is not managed. It is not possible to verify if it is up to date. Please ensure that the location is up to date.

If i enable the proxy settings and say ok it says :Check of update source failed due to an unexpexted error 'XML_ERROR_TAG_MISMATCH'

Would you like to use these sources anyway ?

If i say yes again i get :It is not possible to determine if the source location
http://headoffice- Sophos.com has direct network path to Sophos because the location is not managed. Would you like to save the configuration anyway.


Please is they a way to narrow down the problem and find out where the underlying problem is. Please suggest

Thanks

:41543


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  • 0

    Hello genesis_genesis,

    The source details settings  from where the updates are pulled are just a hyperlink:
    http://headoffice- Sophos.com

    what other than a HTTP address (hyperlink) do you expect? But is it really HO-dash-blank-Sophos-dot-com or is this a forum-artefact? It should be something like http://headoffice.yourdomain.com (with an optional path like /SophosUpdate depending how you publish the share).

    Otherwise the messages are normal when SUMs update from a master server using HTTP. If they would use a UNC path then SEC could determine that it's a location managed by another known SUM and check where that updates from and thus eventually finding Sophos as its source. Anyway, your URL (whatever it looks like) is correct and the source server responds as otherwise you'd get a different message mentioning potential connectivity problems. 

    If i enable the proxy settings

    Now, one doesn't use a proxy just for the fun of it - if you don't need it (and this seems to be the case, see above) don't experiment with it.

    Please view the update manager details for the failing SUM. You should see one or more errors with a code, usually 800404xx, look it up on the support pages. The Logviewer as well as the SUMTrace logs on the affected SUM might give some hint (and a search on this board might point to some relevant threads).

    Feel free to followup with what you've found.

    Christian 

    :41555
  • 0

    Hi Christian

    The Source details settings are right its like :http://headoffice.yourdomain.com/sophos/updates

    Now If I right click the Server under Update manager and click update now, on the download status  it says Downloading Binaries and Says last Checked at with DD/MM/yyy and under errors ,it shows Software update failed and later Threat detection data update failed.

    If i review the update manager the  Error Code is 80040401-Software update failed.

                                                                            and 80040404- threat detection data failed.

    http://www.sophos.com/en-us/search-results.aspx?search=80040401&refine=54ad626c9fa14d0d93a1dfa5c5b48aaf

    Iam not sure what relevan to check

    :41623
  • 0

    Check the version of SEC in use at each location, and verify that the subscriptions are correctly configured.

    I'm running SEC 5.2.0 and it seems that a recent change in SAV 10.3.x subscription caused a similar problem for me.

    I've also had to delete the contents of Working and Warehouse folders to force a complete refresh.

    :41629
  • 0

    Hello genesis_genesis,

    if a SUM fails miserably it's not too hard to find the error in the SUMTrace logs: an update starts with a synchronize operation, basically comparing (meta-data) catalogs. There's likely an early failure after which all subsequent pending actions are skipped. To find the relevant lines simply request an update (making note of the time) and then look for the corresponding timestamps in teh SUMTrace logs (they wrap pretty fast so you should copy them to a safe location).

    Cannot create stream is one error you could see, there are others but usually it is obvious which message describes an error (what it signifies and how to overcome it is another thing :smileywink:).

    Christian

    :41639