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SUM cannot download Mac OS X subscription

Hi All,

We have a Windows 2008 R2 domain network (with Windows 2008 R2 servers, Windows 7 workstations, Mac OS X 10.9.4 workstations and CentOS 6.5 servers/workstations) that access the internet via a proxy (Squid). I have set up a Sophos Server on Windows Server 2008 R2 and have successfully subscribed to Windows and Linux subscriptions and have protected all Windows and Linux machines. However, whenever I add the Mac OS X 10.6+ subscription, the SUM throws errors saying there is an issue with the proxy/gateway and the HTTP response code is 502. We do not have any issues with the proxy as we can get to the internet without issues. Our paid subscription includes Windows, Linux and Mac OS X.

Anyone else experienced this? I can't seem to find any related posts on Google.

Edit: We are using SEC 5.1.

Thanks in advance,

Vlad

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0 VladGuan over 11 years ago

Hi Christian,

Thanks for the reply. I will attempt to answer a few of your questions which hopefully will give more details to aid fixing the issue.

The 502 error appears in the Update Manager's LogViewer UI. Four of these errors are generated in succession each time an update occurs:

13/08/2014 5:20:47 PM Error Synchronize operation failed when synchronizing product release 'Sophos Anti-Virus for Mac OS X 10.6+'. Details: Error on proxy or gateway server. HTTP response code: 502

It also appears in SUMTrace.log as follows:

2014-08-15 10:17:56 : <Info> Downloading remote customer file.
2014-08-15 10:17:57 : <Info> Successfully downloaded remote customer file content from SOPHOS
2014-08-15 10:17:58 : Package synchronisation started.
2014-08-15 10:17:58 : Cmd-ALL << [I1012][639f8414c87cfb8f1c00595b74fb6374x000.dat] Starting to synchronise file '639f8414c87cfb8f1c00595b74fb6374x000.dat'...
2014-08-15 10:17:59 : Error during package synchronisation: Error on proxy or gateway server. HTTP response code: 502
2014-08-15 10:17:59 : <WARNING> Sync iteration failed. CurrentResult: 6, Error: Error on proxy or gateway server. HTTP response code: 502

The above sequence repeats 4 times each update.

The proxy is set correctly otherwise the Windows and Linux subscriptions would not have downloaded..

I have tried the previous version and it still fails. I also tried the preview version, 9.1.6, and again, it fails.

I don't really want to empty the warehouse and try downloading everything again. I will try contacting support.

Cheers for your help,

Vlad

Reply

0 VladGuan over 11 years ago

Hi Christian,

Thanks for the reply. I will attempt to answer a few of your questions which hopefully will give more details to aid fixing the issue.

The 502 error appears in the Update Manager's LogViewer UI. Four of these errors are generated in succession each time an update occurs:

13/08/2014 5:20:47 PM Error Synchronize operation failed when synchronizing product release 'Sophos Anti-Virus for Mac OS X 10.6+'. Details: Error on proxy or gateway server. HTTP response code: 502

It also appears in SUMTrace.log as follows:

2014-08-15 10:17:56 : <Info> Downloading remote customer file.
2014-08-15 10:17:57 : <Info> Successfully downloaded remote customer file content from SOPHOS
2014-08-15 10:17:58 : Package synchronisation started.
2014-08-15 10:17:58 : Cmd-ALL << [I1012][639f8414c87cfb8f1c00595b74fb6374x000.dat] Starting to synchronise file '639f8414c87cfb8f1c00595b74fb6374x000.dat'...
2014-08-15 10:17:59 : Error during package synchronisation: Error on proxy or gateway server. HTTP response code: 502
2014-08-15 10:17:59 : <WARNING> Sync iteration failed. CurrentResult: 6, Error: Error on proxy or gateway server. HTTP response code: 502

The above sequence repeats 4 times each update.

The proxy is set correctly otherwise the Windows and Linux subscriptions would not have downloaded..

I have tried the previous version and it still fails. I also tried the preview version, 9.1.6, and again, it fails.

I don't really want to empty the warehouse and try downloading everything again. I will try contacting support.

Cheers for your help,

Vlad

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