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Endpoints cant contact server

Frentoperfin

Hi,

For some reason my endpoints are unable to contact the server when performing an update. The update i am rolling out is "10.0 Recommended".

It seems strange to me because of two main things, and look, it could be something simple i have missed, hopefully, but i am stuck either way.

I have HTTP updating setup and the updating source for 10.0 is server/.../SAVSCFXP, which does not work. The thing is that

1) my source for 9.5 (server/.../SAVSCFXP ) does work

2) if i change back to UNC (\\server\SophosUpdate\CIDs\S002\SAVSCFXP\), that also works

so both my http setup appears correct and the specific source location is also correct, so why might this not work?

The specific error in the computers details is "0000006b Download of Sophos AutoUpdate failed from server server/.../"

I have checked all permissions, tried a different user, and the source location is accessible through a web browser etc.

Any help or idea would be greatly appreciated.

Cheers,

Frent

:26131


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  • 0

    Hello Frent,

    as you can access the WebCID it likely fails downloading a certain file. To see where it fails check the ALUpdate... log (%ProgramFiles%\Sophos\AutoUpdate\Logs for XP, %AppData%\Sophos\AutoUpdate\Logs for Vista and above).

    Are you using IIS? My first thought was it could be a MIME type issue - but 10.x hasn't introduced a new file extension AFAIK and this problem could only arise if you publish the S000 and S002 CIDs independently. Nevertheless, here are some relevant articles: Sophos Anti-Virus for Windows: How to configure MIME types for a Web CID in IIS 7.0, Sophos Anti-Virus for Windows: How to create a Web CID and Sophos Anti-Virus: Troubleshooting updating from Web CID issues.

    But let's see what the log says.

    Christian

    :26139
  • 0

    Christian,

    Thank you for your reply, and firstly, yes i am using IIS and the MIME types are all correct according to the articles you posted. I actually used those articles to get it going in the first place. :smileyhappy:

    The updating status window specifically says "could not contact server", and if i remove the S002 folder from the updating source the same status appears, both times underneith the progress bar while "Downloading package * of 3".

    Looking at the log, a couple of specifics interested me..

    SDDSUpdateLocation caught exception from BeginSync: Cannot create stream (404) server/.../sdds.esc95.xml GetLastError returned 0

    and 

    CIDUpdateLocation::SyncProduct: Failed to update product (RMSNT) from "server/.../", Error is :Unknown HR: 80004005

    and they both happen once each for RMSNT, SAVXP, and Sophos AutoUpdate. After which it appears to call for the same catalogue "sdds.esc95" but from sophos and it then is able to open it "Opened catalogue! ".

    Neither the file or catalogue folder "/SAVSCFXP/catalogue/sdds.esc95.xml" actually exist at my update source, should they? i removed the source and rebuilt it which made no difference.

    Thanks again for your reply.

    Frent

    :26187
  • 0

    Hello Frent,

    SDDS is the mechanism when updating from Sophos - guess there are two lines in the log which say something like:

    Trace(2012-Jun-20 05:05:14): UpdateCoordinator::UpdateNow: About to Sync list of products
    Trace(2012-Jun-20 05:05:15): UpdateLocationFacade::SyncProduct: Last Update Mechanism = SDDS

    as you obviously have Sophos as secondary location. The catalogue doesn't exist on a CID.

    Could not contact server is not necessarily a connection error (i.e. network connection or login failed) it might also indicate a failure to download the expected data. So what is in the log between

    CIDUpdate(SyncProduct.Start): RMSNT,  server/.../SAVSCFXP /

    and the Failed to update product (RMSNT) line? Although the final code is Unknown there might be a hint.

    Christian

    :26197
  • 0

    Christian,

    All that makes sense. Here is what lies between the lines you asked for...

    Trace(2012-Jun-22 08:53:43): CIDUpdate(SyncProduct.Start): RMSNT, server/.../Trace(2012-Jun-22 08:53:43): CIDUpdateLocation::Sync - Updating from http CID: server/.../rms

    Trace(2012-Jun-22 08:53:43): CIDSync(CidSyncMessage): Trace(2012-Jun-22 08:53:43): CIDSync(CidSyncMessage): program files\Sophos\Remote Management System\RtrEvent.dll

    Trace(2012-Jun-22 08:53:43): CIDSyncCallback, SynchronisationTerminated - Code = -2147467259

    Trace(2012-Jun-22 08:53:43): CIDSyncCallback, SynchronisationTerminated - MapFile = C:\ProgramData\Sophos\AutoUpdate\cache\rms.map

    Trace(2012-Jun-22 08:53:43): CIDUpdateLocation::SyncProduct: Failed to update product (RMSNT) from "server/.../", Error is :Unknown HR: 80004005

    Trace(2012-Jun-22 08:53:43): CIDUpdate(CIDDownloadFailed): RMSNT, bcaws01/.../SAVSCFXP

    Hope this helps.

    Cheers,

    Frent

    :26249
  • 0

    Hello Frent,

    it fails downloading the RtrEvent.dll but is not specific about the reason (the code is just the decimal representation of 80004005 ). As you seem to get an error for all components it looks like a general issue. If you try to download this file with a browser - does it work and what is the MIME-type of this file?

    Christian

    :26253
  • 0

    Christian,

    Good news. It is going!

    after you previous post i noticed the .dll files were not downloading on left click, i was just getting a 404 error.

    as a result i added .dll to the MIME type and went over a link you posted above with a fine tooth comb (http://www.sophos.com/en-us/support/knowledgebase/27539.aspx). somewhere in there the dll file wanted to be downloaded and now it is working.

    thank you very much for your assistance :)

    Cheers,

    Frent

    :26279